After four months of research, surveys both online and on the phone, product demonstrations from 32 software providers, and too many hours in Excel, the 2017 Magic Quadrant for the CRM Customer Engagement Center is now on Gartner.com.
If you are a Gartner client, you will find it here: http://gtnr.it/2pWu0S8 .
If you are not a client, one of the participants likely will offer a complementary copy on their website.
The interesting bit from this side of the process is how essential the basic element of the Magic Quadrant, the case that sits in front of the human agent, remains.
That screen, or form, or graphical user interface, is critical whenever a customer has a complex requirement.
The representative had better have at the ready at least as much context as the customer