Gartner Information Technology Research

Gartner Magic Quadrant for CRM Customer Service Contact Centers, 2008


Pressure on IT budgets, architectural changes toward service-oriented architecture and Web computing, business demand for real-time advice for agents and the need for simpler user interfaces are shifting vendor selection weightings for customer service applications that enable contact center agents.

Published: 19 March 2008

ID: G00155677

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 Strengths and Cautions
    • Amdocs
    • Astute Solutions
    • Chordiant
    • Graham Technology
    • Infor
    • Jacada
    • Microsoft
    • Oracle (E-Business Suite)
    • Oracle (PeopleSoft)
    • Oracle (Siebel Systems)
    • Pegasystems
    • Portrait Software
    • RightNow Technologies
    • SAP
  • Ability to Execute
  • Completeness of Vision

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