Patni Computer Systems, a leading global IT and BPO services provider, today announced that it has been positioned by Leading industry analyst firm Gartner, Inc., in the "Challengers" quadrant of its "Magic Quadrant for Help Desk Outsourcing, North America" 2009 report1 by Richard Matlus and William Maurer. The report is designed to help corporations identify and evaluate outsourcing external service providers (ESPs) for help desk services.
"We are pleased that Gartner has positioned us as a Challenger in their Magic Quadrant report for Helpdesk Outsourcing. We are committed to providing our clients with world class seamless helpdesk services at affordable costs. At the same time, we are consistently expanding and customizing our helpdesk solutions to address their changing needs and to help them improve end user productivity and satisfaction. We view this recognition as a validation of our commitment to our clients and the superior quality of our helpdesk services," said Sanjiv Kapur, Senior Vice President and Head of Patni's Business Process Outsourcing and Helpdesk Services business.
Patni has a mature Helpdesk Practice and provides a complete range of services including Infrastructure, Applications and Technology helpdesk services. Backed by several years of experience in developing help desk strategies to address unique client business goals, we deliver proven and strategic business value to our clients. We provide a 'Single Window Clearance' service even in a managed services environment and significantly enhanced first call resolution enabling companies to dramatically reduce costs and improve operating efficiencies. Leveraging a global delivery model, Patni also provides multilingual helpdesk support in English, German, French, Spanish, Italian, Mandarin, Japanese, Korean and Portuguese. The Help Desk Magic Quadrant is a proprietary research tool developed by Gartner to evaluate companies on completeness of vision and ability to execute. This report is designed to help corporations identify and evaluate outsourcing external service providers (ESPs) for help desk services.
To be considered for the Magic Quadrant, each applicant submitted a formal presentation to Gartner analysts. The Gartner analysts reviewed customer feedback, which accounts for 70% of the score. Other evaluation criteria included customer experience, marketing execution, operations, client innovation, overall viability, business model and sales strategy.
1 Gartner "Magic Quadrant for Help Desk Outsourcing, North America" by Richard T. Matlus, William Maurer, March 04, 2009.
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