Gartner Research

Social Media for CRM Will Force a Shift From Contact Centers to Customer Engagement Centers

Published: 01 April 2013

ID: G00250656

Analyst(s): Michael Maoz


Customers expect to be supported regardless of channel, yet social media engagement is missing from current CRM customer service contact center products, frustrating chief customer officers and vice presidents of customer support. This will force the evolution of customer engagement centers in 2013.

Table Of Contents


  • Customer Engagement Center Software Market Definition
  • Market Overview
  • Software Functionality Changes in 2013
  • What Stays the Same
  • Market Presence and Momentum

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