Critical Capabilities for the CRM Customer Engagement Center

Archived Published: 19 December 2017 ID: G00325671

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Application leaders supporting customer relationship management and customer experience can use this research — which defines eight critical capabilities and four use-case scenarios — to select the right customer engagement center software products and vendors.

Table of Contents

  • What You Need to Know
  • Analysis
    • Critical Capabilities Use-Case Graphics
    • Vendors
      • bpm'online
      • CRMnext
      • eGain
      • Eptica
      • Freshdesk
      • Lithium
      • Microsoft
      • mplsystems
      • Oracle
      • Pegasystems
      • Salesforce
      • SAP
      • ServiceNow
      • SugarCRM
      • Zendesk
    • Context
    • Product/Service Class Definition
    • Critical Capabilities Definition
      • Case Management
      • Self-Service/Knowledge Management
      • Integration
      • Digital Engagement Channels
      • Mobile Support
      • Real-Time Guidance/Decision Support
      • Predictive Customer Analytics
      • Social Media Engagement Management
    • Use Cases
      • Global
      • Business to Business
      • Complex Processes
      • Business to Consumer
  • Inclusion Criteria
    • Critical Capabilities Rating
  • Gartner Recommended Reading
© 2017 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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