Oracle is positioned in the leaders quadrant in the recent Gartner report, “Magic Quadrant for CRM Customer Service Contact Centers, 2008".
Oracle’s Siebel Contact Center was evaluated for this placement by Gartner.The Gartner Magic Quadrant provides guidance for organisations that are seeking to purchase, replace or upgrade their solutions, and it positions vendors within a particular market segment based on their completeness of vision and their ability to execute on that vision.
Oracle’s Siebel Contact Center transforms a business’ call center into an integral part of its total sales, marketing, and service delivery strategy, and enables agents to handle service, support, and sales interactions seamlessly across all communications channels. As a result, businesses can reduce costs, while enhancing service delivery.
According to Gartner, a leader in the CRM Magic Quadrant is defined by the following criteria: “Leaders demonstrate market-defining vision and the ability to execute against that vision through products, services demonstrable sales figures, and solid new references for multiple geographies and vertical industries. The development team has a clear vision of the implications of social networking on customer service requirements. A characteristic of a leader is that it does not necessarily drive a customer toward vendor lock-in, but rather provides openness to an ecosystem. When asked, their clients reply that this product has affected the organisation's competitive position in their market and helped lower costs. They can demonstrate $50 million in sales to new customers during the past year.”
Anthony Lye, senior vice-president: CRM at Oracle, comments: “Organisations are realising the valuable impact of real-time customer interactions and simple user interface design, combined with the bottom-line requirement of ROI. We believe Oracle’s position with Siebel Contact Center in the Leaders Quadrant in Gartner’s Magic Quadrant for CRM Customer Contact Centers is further proof of our leadership in the industry and a testament of our commitment to not only reduce costs for customers, but enable them to transform their customer experience.”