Gartner Research

Critical Capabilities for the CRM Customer Engagement Center


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.

Published: 21 June 2021

ID: G00733945

Analyst(s): Nadine LeBlanc Jim Davies Varun Agarwal

Table Of Contents


What You Need to Know


  • 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

Inclusion Criteria

Gartner Recommended Reading

Critical Capabilities Methodology

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