Gartner Research

Critical Capabilities for the CRM Customer Engagement Center


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.

Published: 08 June 2020

ID: G00463700

Analyst(s): Nadine LeBlanc Brian Manusama

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Appian
    • Creatio
    • 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

Inclusion Criteria

  • Critical Capabilities Rating

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