Gartner Research

Place Case Management at the Core of the CRM Customer Engagement Center

Published: 20 June 2017

ID: G00332349

Analyst(s): Michael Maoz


The call center has morphed into a customer engagement center, with multichannel support and event- and model-driven case management capabilities at the core. We describe to application leaders the core of the new agent desktop that drives highly intelligent, successful customer service experiences.

Table Of Contents
  • Key Challenges


  • Definitions of a CRM Customer Engagement Center (CEC) and Case Management System


  • Evaluate the Capabilities of the Current Case and Customer Management System Against the Emerging Requirements to Engage the Customer Across All Appropriate Channels
  • Study the Capabilities of Modern Case Management Systems to Determine How the Degree of Simplicity or Complexity of Your Organization's Support Requirements Maps to the Applications on the Market
  • Determine the Vendor Shortlist for the Core Case and Customer Management System, and Look at the Degree of Completeness the Product Has to Perform Other Critical Tasks Such as Deliver Contextual Knowledge, Integrate Video Chat, or Link to Support Communities

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