Information Technology

Gartner Glossary

Customer Engagement Center (cec)

The CRM customer engagement center (CEC) market includes software applications used to provide customer service and support by engaging intelligently — both proactively and reactively — with customers by answering questions, solving problems and giving advice. The orchestration of intelligent customer processes through a CEC application is built around a case management record and process. It may include advisory services, problem diagnostics and problem resolution, account management, insurance claims handling, servicing of banking interactions, provisioning, and returns management.


According to a recent report, improved relationship management and access to customer data were top benefits for CRM system users.

 


Read reviews of CRM Customer Engagement Center…

Gartner Peer Insights has over 1542 reviews on 25+ vendors in the CRM Customer Engagement Center market. Learn about these companies and these products from IT professionals who have first-hand experience with them.

 

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