Gartner Information Technology Research

Gartner Magic Quadrant for E-Service Suites


Gartner's 2009 Magic Quadrant for E-Service Suites shows a fairly saturated market of solutions and offerings, each focusing on gaining market share in a down economy. References to the customer interaction hub are also starting to increase.

Published: 11 September 2009

ID: G00170344

Analyst(s): Johan Jacobs, Michael Maoz

Table Of Contents
  • 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
    • Artificial Solutions
    • ATG
    • Avaya
    • eGain
    • Genesys
    • IntelliResponse
    • Interactive Intelligence
    • Kana
    • nGenera
    • Oracle-Siebel
    • Presence Technology
    • RightNow Technologies
    • SAP
  • Ability to Execute
  • Completeness of Vision

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