Gartner Information Technology Research

Gartner Magic Quadrant for Web Customer Service

Summary

Gartner's 2010 Magic Quadrant for Web Customer Service shows a maturing market with players jostling for position as they build out yet-incomplete Web customer service offerings. Close ties to the customer service contact center will influence buying behavior in next five years.

Published: 10 September 2010

ID: G00206072

Analyst(s): Johan Jacobs

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
    • Eptica
    • Genesys
    • Interactive Intelligence
    • Kana
    • nGenera
    • Oracle-Siebel
    • Presence Technology
    • RightNow
    • SAP
  • Ability to Execute
  • Completeness of Vision

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