Ask the analysts: Gartner’s take on the customer service technology landscape

Ask the analysts: Gartner’s take on the customer service technology landscape

June 6, 2016
Ask the analysts: Gartner’s take on the customer service technology landscape

As we approach the midpoint of the year (how did that happen so fast?), it’s a good time to look back on 2016 so far and take stock. Two recent accomplishments stand out in what’s already been a great year for Zendesk.

First: last week’s announcement that Zendesk has the highest revenue growth rate* of the top 20 vendors in last month’s Gartner report, Market Share Analysis: Customer Relationship Management Software, Worldwide, 2015.

2016 Gartner Magic Quadrant CRMAnd second: our inclusion in the “Leader” quadrant in Gartner’s 2016 Magic Quadrant for the CRM Customer Engagement Center.

While we don’t like to brag (it’s a Danish thing), we are proud of our trajectory in these reports, particularly our movement over the past three Gartner Magic Quadrant reports from “Niche Player” to “Visionary” to “Leader.” And we know why we’re there: our product innovations and our customers’ innovations. Our Zendesk community shares our passion for building better relationships between businesses and their customers, and it’s the innovative work of our customers that inspires us to continuously evolve our products.

Gartner’s rigorous evaluation of software providers includes talking to customers, and many of ours spoke to Gartner analysts as they researched this year’s CEC Magic Quadrant report. It’s a great read for anyone interested in the trends and technologies in customer service and support. The report covers:

  • How Gartner views the current ecosystem of customer engagement center (CEC) technologies
  • Considerations for businesses looking to implement CEC technologies
  • Vendor capabilities for addressing the needs of today’s CECs
  • Which vendor’s software has an “intuitive user interface” and is “simple to set up”
  • How Gartner analysts compare Zendesk to other technologies

Want to read the results for yourself? Get your complimentary copy of the latest Magic Quadrant for the CRM Customer Engagement Center today.

* Based on Gartner’s estimate of 2015 total worldwide software revenue.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Zendesk.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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