Musings on personal and enterprise technology (of potential interest to professional technoids and others)

Thursday, May 3, 2007

Magic Quadrant for CRM Customer Service Contact Centers, 2007

Magic Quadrant for CRM Customer Service Contact Centers, 2007: "


* B2B, low-call-volume customer service and support centers as an extension to the installed base.
* Excellent graphical user interface, simple design and intuitive navigation.
* Strong corporate investment in future customer service products.
* Low upfront IT investment required, and SaaS delivery model.

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* Unproven in retail, B2C contact centers (that is, large-scale, high-volume call centers) (see 'Software as a Service for Contact Center CRM: Limited but Promising').
* Limited industry vertical knowledge (for example, retail mortgage processes, loan origination, insurance policy administration, bill processing and fraud management).
* There is limited attractiveness for companies that would like to have an offline data repository and custom-built objects available in offline mode. Some clients have perceived that the company does not have a good view into the overall IT environment.
* The five-year total cost of ownership (TCO) of the SaaS model is difficult to model against an on-premise system that is bundled with an application suite (for example, Oracle EBS, SAP and Microsoft)."

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