Gartner Research

Magic Quadrant for CRM Customer Service Contact Centers

Published: 03 April 2009

ID: G00166188

Analyst(s): Michael Maoz

Summary

This Magic Quadrant looks at contact center desktop software for customer service and support that is best-suited for different economic situations. Leading vendors are showing how their solutions can lower costs while driving customer loyalty.

Table Of Contents
  • Market Overview
    • The Role of SaaS and Cloud Computing
    • 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
    • eglue
    • Helpstream
    • Jacada
    • Microsoft (Microsoft Dynamics CRM)
    • Neocase Software
    • Oracle (E-Business Suite)
    • Oracle (Siebel)
    • Pegasystems
    • RightNow
    • salesforce.com
    • SAP
    • Sword Ciboodle
  • Ability to Execute
  • Completeness of Vision

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