Gartner Research

Magic Quadrant for CRM Web Customer Service Applications

Published: 07 February 2013

ID: G00226042

Analyst(s): Johan Jacobs

Summary

Gartner's Magic Quadrant for CRM Web Customer Service Applications shows a market for mostly mature technologies with buyers increasingly focusing on mobile, video and social channels, while expanding content in the knowledgebase for self-service.

Table Of Contents

Market Definition/Description

Magic Quadrant

  • Vendor Strengths and Cautions
    • Anboto
    • Artificial Solutions
    • Avaya
    • eGain
    • Eptica
    • Genesys
    • Interactive Intelligence
    • Kana (Enterprise)
    • Kana (Express)
    • Moxie Software
    • Oracle-RightNow Technologies
    • Presence Technology
    • SAP
  • Vendors Added or Dropped
    • Added
    • 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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