We are honoured to be recognised by Gartner, the world’s leading research and advisory company, for our Managed Workplace Services (MWS), positioned in its Magic Quadrant based on ability and completeness of vision.. The Magic Quadrant enables sourcing, procurement and vendor management leaders to navigate this rapidly changing market.
According to Gartner, “In 2019, CEOs will focus on the growth of their organisations, with 40% of respondents to Gartner’s CEO survey citing this as a top priority. However, the same survey shows that CEOs need digital capability to drive this growth, and are concerned that the war for talent will inhibit progress on digital business.”*
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 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 the 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 Niche Player in Europe and Stefanini as a Challenger in North America.
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 organisations 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.
Magic Quadrant for Managed Workplace Services, North America 14 January 2019
*Magic Quadrant for Managed Workplace Services, Europe, 14 January 2019
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’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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