Gartner Information Technology Research

Gartner Magic Quadrant for CRM Web Customer Service


Gartner's 2011 Magic Quadrant for CRM Web Customer Service shows a consolidating market, with the leaders firmly entrenched in their competitive positions, and smaller, yet incomplete, Web customer service offerings jostling for differentiated positioning as they build out full-suite solutions.

Published: 19 September 2011

ID: G00219434

Analyst(s): Johan Jacobs

Table Of Contents

What You Need to Know

Magic Quadrant

  • 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
    • Alcatel-Lucent/Genesys
    • Artificial Solutions
    • Avaya
    • eGain
    • Eptica
    • Interactive Intelligence
    • Kana
    • Moxie Software
    • Oracle-Siebel
    • Presence Technology
    • RightNow
    • SAP
    • Trinicom

Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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