Oracle recently announced its inclusion in the Gartner’s (News - Alert) Magic Quadrant for CRM Customer Service Contact Centers, 2008. Gartner assessed Oracle’s Siebel Center solution for this selection.

 

This Magic Quadrant provides guidance for organizations that are looking for purchase, replace or upgrade of their CRM solutions. Gartner categorizes vendors on the basis of completeness of vision and ability to execute it. Oracle's (News - Alert) Siebel Center transforms business call center into a part of the total sales, marketing, and service delivery strategy. This leads to cost reduction and  better service delivery as it enables the call center agents to deal with service and sales interactions across communication channels seamlessly.

 

“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,” Gartner explained. “The development team has a clear vision of the implications of social networking on customer service requirements.”

 

Gartner went on: “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 organization's competitive position in their market and helped lower costs. They can demonstrate $50 million in sales to new customers during the past year.”

 

“Organizations are realizing the valuable impact of real-time customer interactions and simple user interface design, combined with the bottom-line requirement of ROI,” said Oracle Senior Vice President of CRM, Anthony Lye, in a statement. “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.”