Gartner Research

Magic Quadrant for CRM Customer Service Contact Centers

Published: 12 April 2012

ID: G00228462

Analyst(s): Michael Maoz

Summary

Business requirements for customer-centricity start with consistent customer service across all channels, including the social media. Gartner's 2012 Magic Quadrant for CRM Customer Service Contact Centers looks at vendors that are responding to the challenge of "any channel" customer engagement.

Table Of Contents

Market Definition/Description

Magic Quadrant

  • Vendor Strengths and Cautions
    • Amdocs
    • Astute Solutions
    • Microsoft
    • Nice Systems
    • Oracle (RightNow Technologies)
    • Oracle (Siebel)
    • Pegasystems
    • salesforce.com
    • SAP
    • Sword Ciboodle
  • Vendors Added or Dropped
    • Dropped

Inclusion and Exclusion Criteria

  • Evaluation Criteria
    • Ability to Execute
    • Completeness of Vision
  • Quadrant Descriptions
    • Leaders
    • Challengers
    • Visionaries
    • Niche Players

Context

Market Overview

Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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