Gartner Research

The Web Customer Service Magic Quadrant Merges Into the Customer Engagement Center

Published: 12 August 2013

ID: G00255216

Analyst(s): Michael Maoz


Broader customer needs for all-channel and all-device support, both reactive and proactive, are changing the definition of customer service and support suites. As a result, IT leaders and customer service executives should note that Gartner is retiring the Magic Quadrant for Web Customer Service.

Table Of Contents


  • Implications of Retiring the WCS Magic Quadrant
  • E-Commerce Advances Will Cause WCS Components to Be Embedded in E-Commerce Suites

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