The Gartner Magic Quadrant for CRM Customer Service Contact Centers is out and Salesforce is very happy. Gartner placed Salesforce in the top right quadrant for its products, something that Salesforce had aspired to for several years.
Also included in the quadrant a are stalwart Oracle (Siebel), Microsoft, RightNow and Pegasystems which recently finalized it acquisition of Chordiant which was not in the top quadrant.
Once thought of as a weakness in the company’s CRM offering, the contact center made Salesforce a CRM company more than simply a sales force automation vendor.
This announcement caps a very good sprint season for all vendors but especially Salesforce. In addition to this award, Salesforce has scored important wins with the introduction of Chatter and with its association with VMWare to produce a Java server service for Force.com.
RightNow, Salesforce should be considered leaders in their own private competition for delivering their contact center solutions as cloud-based applications. The cloud designation will be very important in the future and vendors that cannot claim that distinction may lose altitude in future Magic Quadrants.
The report is available as a free download with registration at Salesforce.com.