Gartner Research

Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace


The customer service and support technology landscape is reshaping. Some vendors now provide broader portfolios. Before investing, application leaders for customer service must consider the impact of consolidated contact center, CRM customer service, analytics and WEM solutions.

Published: 29 October 2019

ID: G00450997

Analyst(s): Simon Harrison Jim Davies

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Procurement Will Become More Complicated as Each Vendor Increases Viability Across All Four Pillars of Great Customer Service
  • Continued Multivendor Ecosystem Investment Will Lead to Higher Total Cost of Ownership (TCO), Less Efficiency, Reduced Connected Functionality and Disjointed User Experiences

Gartner Recommended Reading

Already a Gartner client?

Become a Client

This research is reserved for paying clients. Speak with a Gartner specialist to learn how you can access this research as a client, plus insights, advice and tools to help you achieve your goals.

Contact Information

All fields are required.

By clicking the "Submit" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Experience Information Technology conferences

Join your peers for the unveiling of the latest insights at Gartner conferences.

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.