This Magic Quadrant looks at CRM software for customer service representatives in the contact center. Social media trends, a strong application and technology refresh cycle, and a demand for analytics and business rules are driving changes in the industry.
“The Magic Quadrant for CRM Customer Service Contact Centers focuses on the business software used by the customer service agent when engaging the customer (see Note 1 for a list of contact center priorities for customer service). This research is complementary to our research on the communications infrastructure, and to our research on Web customer service. There is obvious synergy with the self-service activity that customers execute, as they may need to escalate to a human customer service representative. Both the Web customer service and the customer service contact center Magic Quadrants share these “agent-enabling” communications technologies.”
“The Microsoft Dynamics Analyst Evidence Kit contains third party evidence and other resources for partners to use in their sales and marketing activities. Each month, where relevant, we’ll update the Kit with additional analyst reports and fresh media quotes as coverage posts.”