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Gartner Research
Critical Capabilities for the CRM Customer Engagement Center
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.
Published: 08 June 2020
ID: G00463700
Analyst(s): Nadine LeBlanc , Brian Manusama
Table Of Contents
What You Need to Know
Analysis
- 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
Inclusion Criteria
- Critical Capabilities Rating
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