Gartner Research

Critical Capabilities for the CRM Customer Engagement Center

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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Key Findings
  • 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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  • Appian
  • Cherwell
  • Creatio
  • eGain
  • Freshworks
  • Microsoft
  • Oracle
  • Pegasystems
  • Salesforce
  • SAP
  • ServiceNow
  • SugarCRM
  • Verint
  • Zendesk
  • Zoho
  • 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
  • Usability
  • Globalization
  • Agility and COVID-19 Response
  • Global
  • Business-to-Business
  • Business-to-Consumer
  • Public Sector
  • Digital Customer Service

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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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