Contact Center Solutions Featured Article

Oracle Siebel CRM Earns Place in Gartner's Magic Quadrant for Customer Service Call Centers

July 15, 2011

Inclusion in Gartner Inc.’s “Magic Quadrant for Customer Service Call Centers” is something to which vendors across in this market space aspire. The reason is inclusion affirms that the vendors have met a number of Gartner’s minimum criteria which potential buyers can consider when evaluating purchases.

One of those vendors, Oracle, announced this week that its Oracle Siebel CRM has earned placement in Gartner’s 2011 Leaders Quadrant of its “Magic Quadrant for CRM Customer Service Contact Centers” report. The report explains that “This Magic Quadrant looks at CRM software for customer service representatives in the contact center.” It further explains, “The Magic Quadrant for CRM Customer Service Contact Centers focuses on the business software used by the customer service agent when engaging the customer… The customer service software market in the core contact center will compete for budget money with social media projects, replatforming initiatives, Web customer service and analytics projects. Vendors that can demonstrate a strategy for providing support for all four areas (contact center, Web, analytics and social CRM) will be best-positioned to lead the market.”

Oracle states that its Siebel CRM is “The world's most complete CRM solution” and that it “helps organizations differentiate their businesses to achieve maximum top- and bottom-line growth.” The CRM solution, it says, “delivers a combination of transactional, analytical and engagement features to manage all customer-facing operations.”

In its “Magic Quadrant for CRM Customer Service Contact Centers” report, Gartner wrote of Oracle Siebel CRM, “Siebel remains the CRM application most in use globally by large enterprises in 2011. It is the second-largest CRM vendor by revenue, and the largest in the CRM CSS contact center space.” Another of Oracle Siebel CRM’s strengths noted in the original report is “The combination of an on-premises solution, a SaaS solution and integrated communications offers Oracle customers and others a broad range of options. The Siebel role-based, on-premises platform is best in industries where fulfillment requirements are high (and where introducing change is difficult, and custom workflows are expensive), whereas simpler needs can be addressed by the on-demand product (which has more-limited functionality capabilities).”

Overall, Oracle Siebel CRM has met Gartner’s criteria which insist that, “The development team has a clear vision of the implications of business rules and the impact of social networking on customer service requirements.” In reference to inclusion in its Leaders Quadrant, Gartner proclaims, “A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service. The vendor 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 organizations' competitive position in their markets and helped lower costs. Leaders can demonstrate $50 million in sales to new customers during the past year.”

Anthony Lye, SVP of Oracle CRM, said, “We believe Oracle’s Siebel CRM placement in Gartner’s Leaders Quadrant is further confirmation that Oracle is innovating and delivering the standard for call and contact centers.” He continued, “Oracle’s Siebel CRM helps organizations deliver quicker, better and more-efficient customer service, while cutting costs at all touch points around the globe. With more than 4,000 customers, Oracle's Siebel Contact Center and Service applications continue to be the industry leader in the contact center and service market.”

In other news, ContactCenterSolutions reported this week that Oracle (News - Alert) has announced the availability of Oracle CRM On Demand Release 19, which it says has been “designed to drive revenue, reduce costs, and improve the customer experience.”

Linda Dobel is a ContactCenterSolutions Contributor. She has been an editor in the contact center space for more than 25 years, and has the distinction of being the founding editor of Customer Inter@ction Solutions (CIS) magazine. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves