Magic Quadrant for the CRM Customer Engagement Center


Archived Published: 24 April 2014 ID: G00262757

Analyst(s):

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Summary

The Magic Quadrant reflects the slow emergence of globally scalable consumer-facing customer support applications in a multitenant cloud model. Consequently, many CIOs will favor an emphasis on CRM applications and projects for self-service, mobile, social engagement and real-time analytics.

Table of Contents

  • Market Definition/Description
    • CRM Business Applications for Customer Service Engagement
  • Magic Quadrant
    • Vendor Strengths and Cautions
      • Astute Solutions
      • CRMnext
      • Eptica
      • Lithium Technologies
      • Microsoft
      • Nice Systems
      • Oracle (Oracle Service Cloud)
      • Oracle (Siebel)
      • Pegasystems
      • salesforce.com
      • SAP
      • SugarCRM
      • Verint (Kana Enterprise)
      • Zendesk
    • Vendors Added and Dropped
      • Added
      • Dropped
  • Inclusion and Exclusion Criteria
  • Evaluation Criteria
    • Ability to Execute
      • Product or Service
      • Overall Viability
      • Sales Execution/Pricing
      • Market Responsiveness and Track Record
      • Marketing Execution
      • Customer Experience
      • Operations
    • Completeness of Vision
      • Market Understanding
      • Marketing Strategy
      • Sales Strategy
      • Offering (Product) Strategy
      • Business Model
      • Vertical/Industry Strategy
      • Innovation
      • Geographic Strategy
    • Quadrant Descriptions
      • Leaders
      • Challengers
      • Visionaries
      • Niche Players
  • Context
  • Market Overview
  • Gartner Recommended Reading
© 2014 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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