Magic Quadrant for CRM Customer Service Contact Centers, 2007

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

Strengths

* B2B, low-call-volume customer service and support centers as an extension to the Salesforce.com 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.




Return to Top


Cautions

* 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)."