Published: 21 June 2021
Customer service and support applications are at the point of becoming customer data engagement hubs, as COVID-19 has accelerated their expansion into a broader range of roles and use cases. Application leaders should use this report to help shortlist vendors for further evaluation.
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Customer engagement centers will become a key component of a broader customer engagement hub framework to help orchestrate a consistent and intelligent experience across all customer-facing departments.
The fast pace of development of consumer messaging channels, used by businesses to interact with their customers, has caused changes in the world of customer service. This raises the need for a new, proactive, channel-less mindset supported by channel-agnostic design.
Without artificial intelligence (AI), organizations will fail to orchestrate consistent, personalized, effortless and intelligent customer service experiences.
Continued multivendor ecosystem investment will lead to a higher total cost of ownership (TCO), less efficiency, reduced
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- Digital Engagement
- Case Management
- Knowledge Management
- Automation of Engagements
- Workflow and BPM Support
- Real-Time Continuous Intelligence
- Workforce Engagement Management
- Intelligent Voice Support
- Platform Ecosystem and Integration
- Agility and COVID-19 Response
- Public Sector
- Digital Customer Service
Gartner Recommended Reading
Critical Capabilities Methodology