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Disappearing Value of the Magic Quadrant

The media likes to quote analysts and survey reports, but do reports like the Gartner Magic Quadrant provide any useful information for customers?

I have thought for some time that organizations like Gartner, Forrester, and others have an inflated view of their self-worth. The analysts prognosticate based on trends and circumstantial evidence and the industry in question is expected to react to the analyst statements and predictions.

To the extent that customers actually accept the analyst reports as credible information they become self-fulfilling prophecies. Customers who have never heard of ACME Unified Communications (don’t check the Magic Quadrant- I made it up) are more likely to purchase products or services from it if it is ranked prominently in the Magic Quadrant, thereby justifying its rank in the Magic Quadrant after the fact.

A blog post I read recently drilled even deeper to explore the value of the Magic Quadrant.  The blog post points out that ”unified communications as an industry is fueled by, driven by, and revenue generated by a set of companies Gartner just never sees. Just as small and mid-sized business drive much (I believe most) of our economy, they drive much (or most) of this industry. Where’s Truphone? MaxROAM? Calliflower? Tungle? IfbyPhone? Junction Networks? Voxeo? Jaduka?”

It seems like the Magic Quadrant is little more than marketing fodder for the companies fortunate enough to make the Magic Quadrant. It gives vendors recognition to quote in marketing collateral and media (such as me) a convenient source of (allegedly) credible data to quote from, but seems to offer little in the way of true value for customers trying to understand the products and services available in a given industry.

What do you think? Do analyst reports like the Gartner Magic Quadrant have any value? Do you use them in making vendor / purchasing decisions? If not, are there other sources you consider more credible and reliable that would recommend instead?

Report: Unified Communications in the Call Center

The Aberdeen Group conducted a survey earlier this year regarding the use of unified communications technologies in the call center. According to this Marketwatch.com article, one of the authors of the report said “Unified communications is as much about the business, finding the right business process to UC-enable, and finding the right return on investment for the right departments. A small number — 23% — have some form of unified communications implemented, but an astounding 50% of customers surveyed are or will be evaluating unified communications in the next eighteen months.” Aberdeen reports usually cost money, but Aspect Software and Avaya have sponsored this report so that you can download it for free (until September 26).