White Paper

Gartner’s Customer Engagement report

Published January 17, 2018
Last modified May 12, 2020

With the many available CEC options to research and choose from, it can be challenging to determine which one is the right fit for a company. It requires buy-in from different departments, careful budgeting, and an effective implementation strategy - but most importantly, the right solution must be capable of providing optimal support for a specific customer base.

Gartner has published this report as a companion piece to its 2017 Magic Quadrant for the CRM Customer Engagement Center report. It highlights the eight critical capabilities to look for when choosing CEC software products and vendors.

The eight critical capabilities are:

  • Case Management
  • Self-Service/Knowledge Management
  • Integration
  • Digital Engagement Channels
  • Mobile Support
  • Real-Time Guidance/Decision Support
  • Predictive Customer Analytics
  • Social Media Engagement Management

Gartner devised four distinct use cases that appropriately reflect the majority of deployment styles that organizations consider when looking at CRM CEC solutions: Global, Business to Business (B2B), Complex Processes, and Business to Consumer (B2C). Zendesk received the highest score in “Product or Service Scores for Business to Consumer".

Request a demo to see why we’re recognized, or download the full report to learn more.


Gartner, Critical Capabilities for the CRM Customer Engagement Center, Brian Manusama, Michael Maoz, 19 December 2017
 
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