Pitney Bowes Positioned as a Leader in the 2015 Gartner Magic Quadrant for Customer Communications Management Software

STAMFORD, Conn., January 05, 2016 - Pitney Bowes (NYSE:PBI), a global technology company that provides innovative products and solutions to power commerce, today announced that the company has been recognized as a leader in the 2015 Gartner Magic Quadrant for Customer Communications Management Software1. The report recognizes Pitney Bowes for completeness of vision, ability to execute, and for its EngageOne Communications Suite, including its interactive and personalized EngageOne Video solution.

Gartner’s Magic Quadrant is a culmination of research in a specific market, offering a wide-angle view of the relative positions of the market’s competitors. Businesses recognized as “Leaders,” execute well against the current vision and are well-positioned for the future. 2

We believe Pitney Bowes’ improved positioning as a Leader in this Gartner Magic Quadrant is due to:

  • The EngageOne Communication Suite’s scalability and ability to handle high-volume structured Customer Communication Management (CCM) applications.
  • EngageOne’s strong multi-channel CCM capabilities, which have been greatly expanded and enhanced by the addition this year of EngageOne Video capabilities.
  • An expanding global presence for Pitney Bowes’ CCM solutions with organizations of all sizes.

“EngageOne Video has become a significant differentiator for our EngageOne Communications Suite clients,” says Dave Schwartz, Vice President of Customer Engagement Solutions, Pitney Bowes. “It’s been designed to create meaningful, efficient customer communications by delivering interactive and personalized experiences unlike anything available in the market.”

EngageOne Video, a new customer engagement offering within the EngageOne Communications Suite, delivers individualized communication to consumers through any device they choose, whether it’s a desktop computer, tablet or smartphone. The solution offers human-like communications that improve customer satisfaction, lower call center volumes, and deliver higher customer retention rates. With the ability to draw on individual consumer insights, EngageOne Video can present tailored information for new customer on-boarding or billing inquiries, as well as deliver up-sell and cross-sell opportunities specific to the account.

Clients like Chevron and Security First Insurance are using EngageOne Video to educate clients about coverage policies available to them, as well as inform employees about new product offerings available to specific clients. In fact, Security First Insurance was recently awarded the 2015 Ventana Research Leadership Award in Customer Excellence, recognizing their advances in customer service through EngageOne Video.

Businesses currently deploying EngageOne Video have received upwards of 98 percent positive feedback from customers who have viewed a personalized video. Video open rates have jumped from 20 percent (static video) to 55 percent (EngageOne Video), with customers viewing these videos twice as long as static videos. Businesses have also seen a more than 25 percent increase in on-time payments, and a more than 44 percent increase in sales.

About Pitney Bowes

Pitney Bowes is a global technology company offering innovative products and solutions that enable commerce in the areas of customer information management, location intelligence, customer engagement, shipping and mailing, and global ecommerce. More than 1.5 million clients in approximately 100 countries around the world rely on products, solutions and services from Pitney Bowes. For additional information, visit Pitney Bowes at www.pb.com.


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, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

1 Gartner, Magic Quadrant for Customer Communications Management Software, December 21, 2015

2 Gartner Methodologies, http://www.gartner.com/technology/research/methodologies/research_mq.jsp