Gartner Information Technology Research

Gartner Magic Quadrant for CRM Customer Service Contact Center, 2006

Summary

The market demand for customer service applications that enable contact center agents to handle complex interactions will change the vendor landscape and make the emergence of a full customer-service suite impossible during the next 24 months.

Published: 01 March 2006

ID: G00137921

Analyst(s): Michael Maoz

Table Of Contents
  • 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 Comments
    • Amdocs
    • Art Technology Group
    • Graham Technology
    • InStranet
    • Jacada
    • Onyx Software
    • Oracle
    • Pegasystems
    • PeopleSoft
    • Portrait Software
    • RightNow Technologies
    • Salesforce.com
    • SAP
    • Siebel Systems
  • Ability to Execute
  • Completeness of Vision

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