Leading Analyst Firm Positions Oracle’s Siebel CRM Applications in Leaders Quadrant for CRM Customer Service Contact Center
REDWOOD SHORES, Calif. 27-MAR-2006 Oracle today announced that its Siebel CRM applications have been positioned in the Leader Quadrant of the 2006 Gartner Customer Relationship Management (CRM) Customer Service Contact Center Magic Quadrant.1
The annual Gartner Magic Quadrant provides guidance for organizations that are seeking to purchase, replace, or upgrade a customer service and support (CSS) solution. Gartner’s Magic Quadrant positions vendors in a particular market segment based on their completeness of vision and their ability to execute on that vision.2 According to Gartner, Leaders in this category demonstrate customer service, support market strength and have the ability to affect market trends in all the categories of criteria on which they are evaluated.3
“We believe Siebel’s placement as a leader in this Gartner Magic Quadrant is recognition that Oracle offers the most comprehensive service suite in the market, and delivers proven capabilities for contact center and service organizations,” said Oracle Vice President of Service Products, Mike Betzer. Now that Siebel CRM is part of the Oracle CRM product family, we are committed to protect Siebel customer investments and extend a superior ownership experience through new offerings, such as our industry-leading Lifetime Support Policy"
Siebel Meets Extensive Criteria for Leader Position in Quadrant
Gartner’s Magic Quadrant positions vendors in a particular market segment based on their vision and ability to execute that vision. Gartner conducted a thorough evaluation of select customer service contact center vendors using criteria including4:
* At least 15 customer references for customer service and support (CSS) functionality in the contact center
* At least five new customers for CSS in the past four quarters
* Must have generated at least $10 million in revenue for CSS in the past four quarters
* Sufficient professional services to fulfill current and future customer demand during the next six months, and at least enough cash to fund a year of operations at the current burn rate
* A customer base and operations on at least two continents
* Technology supports extension to cross-channel customer service without the need to code in a new development environment
* The software provider is moving markets based on its software and strategy
The full 2006 Gartner CRM Customer Service Contact Center Magic Quadrant report can be found at the following URL - http://mediaproducts.gartner.com/reprints/oracle/137921.html
About The Magic Quadrant
* Magic Quadrant Disclaimer
The Magic Quadrant is copyrighted March 1, 2006 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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