This post originally appeared on the OneReach.ai blog.
Staffing Engine’s primary investor and strategic partner OneReach.ai was recently named a leader in the inaugural 2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms.
The report evaluated 21 different vendors and recognized OneReach.ai as a Leader based on Completeness of Vision and Ability to Execute. 2022 marks the first year that Gartner has released this Magic Quadrant for Conversational AI Platforms.
It’s become evident that there will be an advantage for early majority adopters of conversational AI technology, according to research by Gartner, and many others.
Businesses across the globe, many from the Fortune 2000, have come to rely on our platform’s award-winning voice capabilities and focus on user experience, both of which are critical to the multimodal experiences that leading brands demand.
Customers now automate over a billion conversations per year on the OneReach.ai platform.
“We believe Gartner recognition of OneReach.ai as a Leader in this market underscores how conversational AI is has proven to be a game-changer for early adopters, and is now a fundamental piece of the innovation puzzle in enterprise functionality,” said Robb Wilson, principal designer, chief technologist and founder, OneReach.ai.
“We are honored to be included as a Leader in the inaugural Gartner Magic Quadrant for Enterprise Conversational AI Platforms. It validates the market and reinforces our commitment to be the right partner, providing the best tools and guidance to bring bold and innovative visions to life.”
We believe our intentional focus on several critical capabilities has accelerated our leadership in the conversational AI platform market.
Voice: Our complete set of end-to-end voice capabilities allow customers to build their own systems from scratch or augment their existing legacy systems (e.g. Cisco, Avaya, Genesys, etc.) with low risk, and without need for third-party voice gateways or reporting and analytics tools.
We’ve worked for more than 15 years of building, testing and retesting these capabilities, and of the billion plus automated conversations, customers now automate ~600 million outbound & inbound voice calls per year on our platform. (You can learn more about our voice technology and see how our customers and partners are using our voice capabilities to deliver improved experiences.)
User Experience and Conversational Design: There’s no coincidence that we’ve focused heavily on UX, as the founders of OneReach.ai are steadfast experience design pioneers who helped to define the discipline back in the early ’00s and continue to propel its evolution today. Because of our history and unique focus on UX, we make it a point to embolden our customers with insight into best practices in conversational design so that they can succeed with thoughtful, fully personalized deployments.
User experience is the most important factor in the adoption of conversational AI applications. After all, if a solution isn’t useful, it won’t be put to use. In an era when technology advances daily, user expectations are changing at a similar pace and OneReach.ai takes pride in how we enable our customers to stay few steps ahead of these shifts. As our partners at Deloitte said, “When considering the design of enterprise deployments, [we had to focus our] design around what was possible with the technology. When using OneReach.ai, the technology melted away and it was the first time [we] could focus on the best experience for the user, not what the technology was capable of.”
UX has always been a very intentional consideration. We built our platform to enable flexible and hyper personalized user experiences. Everything from aggregating NLU engines, to our deep integration toolkits, to our end-to-end voice capabilities with the ultimate goal of creating outstanding experiences for end users.
Multimodality: Multimodality is quickly becoming the top priority conversational AI strategy at leading brands. Multimodal experiences that allow for conversations to span both channels and time are the next evolution of conversational AI. These require complex capabilities such as managing conversational state, decoupling logic from channels, and using native data and identity tools to supplement existing systems of record.
In the OneReach.ai platform, users can share any session variables, entities, and conversational context across channels and time. Combined with our extensive voice capabilities, this makes omnichannel, multimodal and contextual awareness feasible.
The only real limits are your imagination, so the more people you can involve within your organization, the more opportunities you will discover to create meaningful solutions that delight users and keep you well ahead of the curve. OneReach.ai is a partner that can give you the tools and guidance to bring your bold and innovative visions to life, and we are honored and humbled to receive Gartner recognition as a Leader in this market.
About the Magic Quadrant
“Magic Quadrant reports are a culmination of rigorous, fact-based research in specific markets, providing a wide-angle view of the relative positions of the providers in markets where growth is high and provider differentiation is distinct. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries and Niche Players. The research enables you to get the most from market analysis in alignment with your unique business and technology needs.”
Gartner, Magic Quadrant for Enterprise Conversational AI Platforms, By Magnus Revang, Anthony Mullen, Bern Elliot, Published 24 January 2022
Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of the Gartner research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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