Gartner Information Technology Research

Gartner Magic Quadrant for E-Service Suites


Gartner's 2008 Magic Quadrant for E-Service Suites shows a market making little progress on revenue growth or technology innovation. The link to the contact center is playing an important role in e-service product road maps.

Published: 14 October 2008

ID: G00161236

Analyst(s): Johan Jacobs, Michael Maoz

Table Of Contents
  • Market Overview
    • Market Definition/Description
  • Inclusion and Exclusion Criteria
    • Market Traction and Momentum
    • Short-Term Viability
    • Added
    • Dropped
  • Evaluation Criteria
    • Ability to Execute
    • Completeness of Vision
  • Leaders
  • Challengers
  • Visionaries
  • Niche Players
  • Vendor Strengths and Cautions
    • Artificial Solutions
    • ATG
    • Avaya
    • eGain
    • IntelliResponse
    • Interactive Intelligence
    • Kana
    • Oracle-Siebel
    • RightNow
    • SAP
    • Talisma
  • Ability to Execute
  • Completeness of Vision

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