Magic Quadrant for CRM Web Customer Service

G00219434

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Summary

Gartner's 2011 Magic Quadrant for CRM Web Customer Service shows a consolidating market, with the leaders firmly entrenched in their competitive positions, and smaller, yet incomplete, Web customer service offerings jostling for differentiated positioning as they build out full-suite solutions.

Table of Contents

  • What You Need to Know
  • Magic Quadrant
    • Market Overview
      • Market Definition/Description
    • Inclusion And Exclusion Criteria
      • Added
      • Dropped
    • Evaluation Criteria
      • Ability to Execute
      • Completeness Of Vision
    • Leaders
    • Challengers
    • Visionaries
    • Niche Players
    • Vendor Strengths and Cautions
      • Alcatel-Lucent/Genesys
      • Artificial Solutions
      • Avaya
      • eGain
      • Eptica
      • Interactive Intelligence
      • Kana
      • Moxie Software
      • Oracle-Siebel
      • Presence Technology
      • RightNow
      • SAP
      • Trinicom
  • Recommended Reading
© 2011 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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