Доступен новый “Magic Quadrant for CRM Customer Service Contact Centers”

Posted on апреля 22, 2009
Filed Under CRM, Gartner, Microsoft | 2 комментария

3 апреля Gartner выпустил очередной квадрант по контакт центрам — Magic Quadrant for CRM Customer Service Contact Centers.

Предыдущие можно вот тут посмотреть — Еще немного аналитики по CRM-рынку. Радостно, что кроме Зибеля еще два игрока (MS и SalesForce) попали в лидеры. Вот что кстати по MS написали:

Microsoft has made great strides in gaining market penetration across many industries and geographies. We estimate that more than 850,000 CRM licenses have been sold as of beginning of 2Q09, although customer service contact centers are not yet a specialty. The addition of the Microsoft CCF is a boost to Microsoft Dynamics CRM’s capabilities. If the integration partners adopt the solution, then we could see higher demand in the contact center space.

Strengths

• Microsoft has grown its Microsoft Dynamics CRM product sales at least 50% during the past 12 months, and the product team is showing greater cohesion with other Microsoft assets.
• It has a worldwide installed base, as well as value-added resellers, integrators and partners.
• Customers can choose from a strong set of Microsoft products with which to integrate — such as Microsoft CCF, BizTalk, Office Communication Server and Microsoft Office SharePoint — to foster tight integration and internal collaboration around the customer, and later to support customer communities.
• The user interface is intuitive and appeals to broad audiences familiar with the look-and-feel of Microsoft’s applications.
• Microsoft is investing in knowledge solutions, Web self-service, business process capabilities and industry versions, adding to its basic customer service functionality. The concept of xRM, where the customer is given the tools to create its own brand of CRM solution, is useful to reach a broad audience.

Cautions

• Risk of market (and partner) confusion persists, with simultaneous offerings for CRM on-premises, hosted and Microsoft Dynamics CRM Online versions.
• The product is not best in class in support of online Web communities or for mobile service.
• Few industry-specific capabilities are available directly from Microsoft. Partners are assisting with offerings in areas such as healthcare, banking and other service industries.
• Independent software vendors that are writing applications specifically for Microsoft Dynamics CRM need to be better promoted and referenced.
• From a functionality perspective, references continue to find improvement needed in areas such as case management, knowledge base solution authoring and management, role-based skills routing, business rule creation, and multichannel capabilities for Web integration and extension of customer service to mobile devices. Microsoft provides little evidence of predictive analytics, real-time offers or integrated marketing.
• An early look at Microsoft Dynamics CRM Online suggests that it will not be a realistic option for the customer service contact center until the first half of 2010, as telephony infrastructure partners are lined up.

Сорри, но переводить уже не стал…

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