Gartner Research

Magic Quadrant for the CRM Customer Engagement Center

Published: 24 April 2014

ID: G00262757

Analyst(s): Michael Maoz

Summary

The Magic Quadrant reflects the slow emergence of globally scalable consumer-facing customer support applications in a multitenant cloud model. Consequently, many CIOs will favor an emphasis on CRM applications and projects for self-service, mobile, social engagement and real-time analytics.

Table Of Contents

Market Definition/Description

  • CRM Business Applications for Customer Service Engagement

Magic Quadrant

  • Vendor Strengths and Cautions
    • Astute Solutions
    • CRMnext
    • Eptica
    • Lithium Technologies
    • Microsoft
    • Nice Systems
    • Oracle (Oracle Service Cloud)
    • Oracle (Siebel)
    • Pegasystems
    • salesforce.com
    • SAP
    • SugarCRM
    • Verint (Kana Enterprise)
    • Zendesk
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion and Exclusion Criteria

Evaluation Criteria

  • Ability to Execute
    • Product or Service
    • Overall Viability
    • Sales Execution/Pricing
    • Market Responsiveness and Track Record
    • Marketing Execution
    • Customer Experience
    • Operations
  • Completeness of Vision
    • Market Understanding
    • Marketing Strategy
    • Sales Strategy
    • Offering (Product) Strategy
    • Business Model
    • Vertical/Industry Strategy
    • Innovation
    • Geographic Strategy
  • Quadrant Descriptions
    • Leaders
    • Challengers
    • Visionaries
    • Niche Players

Context

Market Overview

Gartner Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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