CRM: Oracle beats out Salesforce and Microsoft for CSCC-CRM

first_imgGartner announced the results of their CSCC-CRM rankings.  Oracle-Siebel software is positioned as the only entry in Gartner’s upper right ‘Magic Quadrant’ for Customer Relationship Management (CRM) Customer Service Contact Center.  Siebel beat out close contenders Salesforce and Microsoft.The products in the study aren’t to be confused with standard CRM offerings.  CSCC-CRM is a specific slice of the CRM market that targets the handling of customer service relative to post sales interactions as delivered from a call center.Gartner notes that there is no vendor that provides a business process platform for the customer service contact center, although the Salesforce.com ecosystem is a concept that may eventually be able to enable that.Low/volume call/contact centers are already predominantly offered as SaaS.  But it will be much longer before the SaaS model will be adopted by higher-volume more-complex environments.  Gartner sees less than 10% of complex environments will be offered as SaaS through 2011, but by 2013 that number will jump to 75%.last_img