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SYS-CON MEDIA Authors: Ian Goldsmith, Ed Featherston, Elizabeth White, Pat Romanski, Liz McMillan

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Lithium Technologies Named a Visionary in Gartner Magic Quadrant for the CRM Customer Engagement Center

Lithium Technologies has been named a “Visionary” in the April 24, 2014 Gartner Magic Quadrant report for the CRM Customer Engagement Center (CEC). This is the second time in a row that Lithium has been named a Visionary in this report, which Lithium believes reflects both the changing nature of customer service and the unique abilities Lithium offers through its community platform and Lithium Social Web.

“Our customers are delighted Gartner named us a Visionary in this emerging market and I want to give them a special thanks,” said Rob Tarkoff, President and CEO of Lithium. “We believe our inclusion in this Magic Quadrant shows that customer service organizations are headed for big changes. Social models are radically altering every part of today’s enterprise and every aspect of the customer experience. Lithium helps companies respond quickly and intelligently to these new dynamics.”

According to Gartner, “The CRM customer engagement center CEC refers to a logical set of business applications and technologies that are engineered to provide customer service and support (CSS), regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide reactive service to customers as they move among communications channels — including social media — while retaining the customers' context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers. This approach can be thought of as a concierge service, or proactive service, as the enterprise establishes processes to reach out to the customers to assist them when the enterprise sees that there is information or advice to deliver.”

The full Magic Quadrant is available from Gartner.

To learn more about how Lithium can help businesses of all kinds make the most of a CEC approach, visit http://www.lithium.com or attend the company’s upcoming LiNC 2014 conference by visiting http://www.lithium.com/conference/linc2014/

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.

About Lithium Technologies

Lithium software helps the world’s best brands build trusted relationships with customers. Lithium helps more than 300 iconic brands— including AT&T, Best Buy, Indosat, Sephora, Skype and Telstra — respond on social networks and build trusted content on a community they own. The 100% SaaS-based Lithium Social Customer Experience™ platform enables brands to build and engage vibrant customer communities to drive sales, reduce service costs, accelerate innovation and grow brand advocacy. On March 27 of this year, Lithium announced the acquisition of Klout. For more information, visit lithium.com, or connect with us on TwitterFacebook and our own community. Lithium is privately held with corporate headquarters in San Francisco and offices across Europe, Asia and Australia.

The Lithium® logo is a registered Service Mark of Lithium Technologies. All trademarks and product names are the property of their respective owners.

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