Gartner Information Technology Research

Gartner Magic Quadrant for CRM Customer Service Contact Centers


This Magic Quadrant looks at customer service software for the human agent in the contact center versus self-service. Enterprise demands for analytics, integration with Web customer service and communities are driving changes in the industry.

Published: 09 April 2010

ID: G00175374

Analyst(s): 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
    • Amdocs
    • Astute Solutions
    • Chordiant Software
    • eglue
    • Jacada
    • Microsoft
    • Neocase Software
    • Oracle (E-Business Suite)
    • Oracle (Siebel)
    • Pegasystems
    • Portrait Software
    • RightNow
    • SAP
    • Sword Ciboodle
  • Ability to Execute
  • Completeness of Vision

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