We are honored to be recognized by Gartner, the world’s leading research and advisory company, for our Managed Workplace Services (MWS), positioned in its Magic Quadrant as a Visionary based on our ability to execute and completeness of vision.
The Magic Quadrant enables sourcing, procurement and vendor management leaders to navigate this rapidly changing market.
According to Gartner, “Through 2024, approximately 30% of all employees now working remotely will permanently work at home.”
If businesses are looking to grow, nurture engaged and productive employees, and beat the competition, innovative MWS are integral. We believe our inclusion in the Magic Quadrant is a testament to our advanced MWS.
According to Gartner, “The main goal of MWS is to provide integrated and ubiquitous workplace services to employees to increase their engagement and their digital dexterity to support the organization’s digital business strategy.” Where End-User Outsourcing (EUO) services once took an IT-centric approach, providing support to a single corporate device per user in one office space, the nature of work has transformed. Today, employees demand a more intensive use of technology to accommodate flexible, remote working. For us, this means innovating to offer a suite of services that increase business efficiency. For example: bots, machine learning applications, end-user support for cloud-based apps, virtual personal assistants and walk-up kiosks.
To qualify for the Magic Quadrant for Managed Workplace Services, North America, as a Challenger, 21 MWS providers, including Stefanini, were assessed on their “ability to execute” and “completeness of vision.” Gartner distributed and positioned the MWS providers across four quadrants, comprising the Magic Quadrant. These four quadrants were made up of the Niche Players, Visionaries, Leaders and Challengers, enabling organisations to choose a provider based on their specific needs.
Gartner classified Stefanini as a Visionary for its activites across several regions. This is not a global evaluation as not all countries were included due to their unique characteristics that privilege service providers with local delivery capabilities. Examples of such countries are China, Japan and Brazil.
According to Gartner, Niche Players focus on a particular segment of the client base, as defined by characteristics such as size, vertical focus and selective MWS offerings. Providers in the Niche Players quadrant can be a perfect fit for some organizations because they focus on a specific area of the market. However, this narrow focus may affect a niche provider’s ability to deliver the full spectrum of MWS. *
We believe the digital workplace needs a combination of cloud applications, device-independent solutions, mobile support, social support, intelligent automation and proactive support via analytics. We offer commercial risk and reward structures based on reducing incident ratios. We’ve expanded the scope of our end-user support services, offering IoT managed services for automotive clients, and further solutions for life sciences and travel, among others. We operate cross-geography, with delivery centres in European locations, including Belgium, Romania, Poland, Moldova and Portugal.
We deliver tailored, flexible support. We’ve built a mobile personal assistant to support remote staff, using chat to deflect calls and developed persona-based support.
Gartner evaluates MWS providers based on the quality and efficacy of the processes, systems, methods and procedures that enable each provider’s performance to be competitive and effective, while positively affecting revenue, retention and reputation. Ability to Execute is judged by seven main criteria:
The rapid evolution of the digital workplace is the driving force that shapes our strategic plans and well-defined vision for MWS. To prove how we’re fulfilling our “Completeness of Vision,” we were evaluated on the following:
We’re a fearlessly ambitious company. In 2018, we upgraded Sophie, our artificial intelligence (AI) platform with the ability to turn data into valuable solutions. Sophie 3.0 is an AI solution based on cognitive computing, capable of assisting with tasks such as triggering workflow, auto-escalations and presenting knowledge to users.
We also led the largest cognitive customer service project ever in Brazil with leading Spanish bank, Caixa. The solution redefined how its IT interacts with users, having the ability to learn exponentially over time from all available internal IT data.
Our increased focus on automation heralded industry accolades, including the Business Innovation Award, and the IBM Cloud Business Unit Excellence Award: Worldwide IBM Hybrid Cloud Digital Business Automation. We were also elected the fifth most internationalized company for the fourth consecutive year, according to the FDC Ranking of Brazilian Multinational Companies 2018.
We’re dedicated to advancing our mission for a successful digital evolution. We are evolving - expanding our MWS offering, continuing to listen to, support and advise our clients, and staying ahead of the technology curve to develop our vision for 2019 and beyond. The digital revolution is here, and our MWS will only continue to gain momentum.
Gartner subscribers can download and read the full Gartner report here.
Gartner, Magic Quadrant for Outsourced Digital Workplace Services, Daniel Barros, David Groombridge, Stephanie Stoudt-Hansen, Katja Ruud, DD Mishra, Published 21 February 2022.
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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 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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