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Premium Research Mar 2024
... Cisco’s vast product portfolio and global scale have made it a strong technology provider for IT leaders at midsize to large enterprises. Cisco uses an acquisition strategy to address changing customer requirements; however, integration across its products and pricing remain customer challenges. Overall ...

Analyst(s):   Ant Allan   |   Jonathan Forest   |   Frank Marsala   |   Mike Leibovitz   |   Colin Fletcher   |   Peter Firstbrook   |   Evgeny Mirolyubov   |   Christine Tenneson   |   Pankil Sheth
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Research Jul 2025
... Access Research Already a Gartner client? The SASE platform market is evolving as more vendors enter the market and offerings mature. Still, there is differentiation in vendor capabilities and strategies. I&O leaders responsible for networking and cybersecurity should use this research to help determi ...

Analyst(s):   Neil MacDonald   |   Dale Koeppen   |   Jonathan Forest
Premium Research Jun 2025
... Digital customer service investments today face high expectations for quick returns. This research assists service technology leaders in developing more responsive and modular business cases and fostering collaboration to improve adaptability to market changes and accelerate speed to value. Overview I ...

Analyst(s):   Brett Overbey
Premium Research Jun 2025
... CRM customer engagement centers are often underused and inefficient. Leaders should automate input, integrate data, centralize communications, simplify the interface and drive continuous improvement to maximize CRM value and enhance service processes. Overview Introduction Analysis Gartner Recommended R ...

Analyst(s):   Francesco Vicchi
Premium Research May 2025
... Customer service leaders aim to offer efficient, low-effort self-service solutions. As technology evolves from traditional IVR to AI bots, increasingly complex interactions can be self-served. In some B2C settings, AI handles over 90% of interactions. Is a fully automated contact center in your futu ...

Analyst(s):   Jason Bridge
Premium Research Aug 2025
... Many customer service and support leaders treat mobile as just another channel, overlooking smartphones’ powerful capabilities. By leveraging the core features of mobile devices — such as the camera, GPS and messaging — they can create accessible, convenient and proactive service experiences. Overvie ...

Analyst(s):   Brett Overbey
Premium Research Jun 2025
... Organizations’ business and operating models are linked by business capabilities, which drive the technologies needed to create a customer technology platform. Customer service and support technology leaders can use this research as a guide to align their solutions with their enterprisewide CTP. More ...

Analyst(s):   Pri Rathnayake
Premium Research Jun 2025
... Agentic AI is creating new opportunities for customer service leaders. This research details how agentic AI augments conversational AI platforms to enable an intelligent contact center that boosts customer self-service, customer service agent assistance, employee assistance, and process automation. O ...

Analyst(s):   Uma Challa
Premium Research Oct 2025
... Thousands of tech software and service providers targeting customer service and support describe how they can use generative AI (GenAI) in their solutions, but capabilities vary widely. Service leaders need a set of key questions to assess these solutions’ capabilities, risks, and value effectively. ...

Analyst(s):   Ian Elliott
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