The Web Customer Service Magic Quadrant Merges Into the Customer Engagement Center

Archived Published: 12 August 2013 ID: G00255216


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Broader customer needs for all-channel and all-device support, both reactive and proactive, are changing the definition of customer service and support suites. As a result, IT leaders and customer service executives should note that Gartner is retiring the Magic Quadrant for Web Customer Service.

Table of Contents

  • Analysis
    • Implications of Retiring the WCS Magic Quadrant
    • E-Commerce Advances Will Cause WCS Components to Be Embedded in E-Commerce Suites
  • Recommended Reading
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