Gartner Research

Critical Capabilities for the CRM Customer Engagement Center

Published: 08 June 2020

Summary

Customer service and support applications are being applied to a broader range of use cases as organizations continue to invest in digital strategies and advancing their enterprisewide CRM ambitions. Application leaders should use this report to help shortlist vendors for further evaluation.

Included in Full Research

  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Appian
    • Creatio
    • CRMNEXT
    • eGain
    • Freshworks
    • Kustomer
    • Microsoft
    • Oracle
    • Pegasystems
    • Salesforce
    • SAP
    • ServiceNow
    • SugarCRM
    • Verint Systems
    • Zendesk
    • Zoho
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Case Management
    • Knowledge Management
    • Workflow and BPM Support
    • Digital Engagement
    • Automation of Engagements
    • Real-Time Continuous Intelligence
    • Predictive Customer Analytics
    • Mobile App Support
    • Platform Ecosystem and Integration
    • Usability
    • Globalization
  • Use Cases
    • Global
    • Business-to-Business
    • Business-to-Consumer
    • Public Sector
    • Digital Customer Service
  • Vendors Added and Dropped
    • Added
    • Dropped
    • Use Cases Added
  • Critical Capabilities Rating

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Critical Capabilities: A deeper look into provider offerings

How does a Critical Capabilities report work?

As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.

A Critical Capabilities report is more than just a diagram. You also get:

Sharper focus

Narrow down the product and service criteria most important to you.

Individualized use cases

Use interactive features to customize usage scenarios based on your organization’s unique needs.

Faster decision making

Use data to speed up provider selection and accelerate the procurement process.

A Gartner Critical Capabilities report is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.

Pick the right provider with confidence

We use a Critical Capabilities report, the Magic Quadrant and more to ensure you select the best-fit provider to avoid the costly repercussions of a poor decision.

Align deal structures and optimize spend

We benchmark pricing against the market so you avoid unnecessary charges.

Reduce complexity and risk

We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.

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