Gartner Research

Magic Quadrant for the CRM Customer Engagement Center

Published: 16 May 2018

ID: G00332817

Analyst(s): Brian Manusama , Michael Maoz

Summary

Customers are demanding consistency of treatment when self-service escalates to assisted service. In turn, application leaders will demand that vendors provide channel synchronization, better use of AI, team collaboration, contextual knowledge and event-centric treatment.

Table Of Contents

Market Definition/Description

Magic Quadrant

  • Vendor Strengths and Cautions
    • bpm'online
    • CRMNEXT
    • eGain
    • Freshworks
    • Microsoft
    • Oracle
    • Pegasystems
    • Salesforce
    • SAP
    • ServiceNow
    • SugarCRM
    • Verint Systems
    • Zendesk
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion and Exclusion Criteria

Evaluation Criteria

  • Ability to Execute
  • Completeness of Vision
  • Quadrant Descriptions
    • Leaders
    • Challengers
    • Visionaries
    • Niche Players

Context

Market Overview

Gartner Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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