IT Glossary

Customer Engagement Center (CEC)

A customer engagement center (CEC) refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communications channels — including social media and community forums — while retaining the customers’ context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.

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.


Become a Client

Call us now at:

+1 800-213-4848


Contact us online 

Free Research
Discover what 12,000 CIOs and Senior IT leaders already know.
Free Access