In the report, Johan Jacobs, Research Director at Gartner, defines “leaders” as vendors who “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. Clients report that the vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules, and the impact of WCS on customer service requirements.”
Highlighting the importance of knowledge in delivering effective web customer service, Johan Jacobs says, “what differentiates the leaders in the 2011WCS Magic Quadrant from the rest of the players is a well-structured and strong knowledgebase with advanced search functionality that can handle both structured and unstructured data.”
In terms of market trends, the report states that “more than 82% of multichannel product buyers prefer a more comprehensive WCS suite, as opposed to a stand-alone single-channel or point-based product . The most often quoted technology reason is an attempt to avoid the problems, efforts and costs associated with trying to integrate multiple disparate channel solutions from a plethora of point-based product solution sets.”
“We are delighted to be in the Leaders quadrant,” said Ashu Roy, eGain Chairman and CEO. “What has become very clear in the last year is that WCS is important not just for service, but also for sales and marketing. We are very excited at the prospect of powering even more innovative and ambitious online interaction strategies.”
Proven in cloud and on-site deployments for over a decade, the eGain® 10 suite is a comprehensive solution for multichannel customer service, sales, and knowledge management. Modular applications, built on a common platform, enable businesses to offer rich, unified interactions across web, social, and phone channels.
Details of eGain 10 are available at http://www.egain.com/
Gartner, Inc., Magic Quadrant for CRM Web Customer Services, Johan Jacobs, September 19, 2011.
About the Magic Quadrant
The Magic Quadrant is copyrighted 2011 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.
eGain (EGAN.OB) is the leading provider of cloud and on-site customer interaction software for sales and service. For over a decade, eGain solutions have helped improve customer experience, grow sales, and optimize service processes across the web, social, and phone channels. Hundreds of global enterprises rely on eGain to transform fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs). To find out more about eGain products, visit http://www.egain.com/
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eGain (EGAN.OB) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, grow sales, and optimize service process—across the web, social & phone channels.