Gartner Research

Magic Quadrant for CRM Customer Service Contact Centers

Published: 09 April 2010

ID: G00175374

Analyst(s): Michael Maoz

Summary

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.

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
    • salesforce.com
    • SAP
    • Sword Ciboodle
  • Ability to Execute
  • Completeness of Vision

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