Xerox Named a Help Desk Outsourcing Leader in Magic Quadrant Report
DALLAS--(BUSINESS WIRE)-- Xerox (NYS: XRX) provides complete vision, ability to execute, and leadership for industry-focused Help Desk services, according to Gartner Inc., which recently named the company in its "2012 Magic Quadrant for Help Desk Outsourcing, North America1" report.
The Magic Quadrant is a proprietary research tool developed by Gartner that offers visual snapshots of a market's direction, maturity and participants, and evaluates companies on completeness of vision and ability to execute.
"It's not only a privilege to hear that clients believe in what we offer—and how we offer it—but we also believe being in the quadrant independently verifies our approach and methodologies as well as the world class people who serve our clients so well," said Kevin Kyser, chief operating officer and executive vice president of Xerox's information technology group.
The report evaluates 18 help desk outsourcing providers in seven categories:
First-level support & Second-level support
Custom software support
Problem categorization and logging
Problem tracking and escalation
Help Desk services provide businesses a single point of contact through round-the-clock customer service for a wide range of technical requests, including: servers, desktop computers, network and software support. Xerox uses a variety of real-time monitoring and techniques to provide prompt and reliable helpdesk support for its global clients - regularly handling millions of service desk telephone calls per month.
Xerox, through its acquisition of Affiliated Computer Services in 2010, expanded its enterprise and small business services to include information technology outsourcing services, such as help desk, desktop outsourcing, and application and infrastructure services.
About the Magic Quadrant
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. 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, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
With sales approaching $23 billion, Xerox (NYS: XRX) is the world's leading enterprise for business process and document management. Its technology, expertise and services enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries. For more information, visit http://www.xerox.com, http://news.xerox.com or http://www.realbusiness.com. For investor information, visit http://www.xerox.com/investor.
1 Gartner "Magic Quadrant for Desktop Outsourcing Services, North America" by David Edward Ackerman, Helen Huntley, Bryan Britz and William Maurer. July 24, 2012.
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