White Paper

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

Published June 7, 2020
Last updated June 25, 2021

Zendesk is named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center.

Every year, Gartner recognizes the key players leading the way in the customer service and support space. The Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders looking for technology solutions that best meet their current and long-term needs. In the 2021 report, Gartner also acknowledges customer service organizations that took immediate action to adjust their operations and provide critical support to their clients in the wake of the COVID-19 pandemic.

2021 Gartner Magic Quadrant

For the sixth year in a row, Zendesk can be found in the Leader quadrant, which we consider a reflection of the global success of our 170,000+ customers. At Zendesk, we recognize the past year was difficult and ushered in many unique challenges, including supporting and engaging with your customers in new, unfamiliar ways. That is why usability, agility, and time to value have always been core to our DNA—we understand the importance of being able to engage your customers in the moment and when they need you the most.

As companies continue to make seismic shifts in how they connect with customers, Zendesk is focused on releasing updates and key features that make an immediate impact, including automated conversation orchestration across channels and workforce management. In light of the COVID-19 pandemic, we also offered licensing relief, faster availability of digital customer service capabilities, a remote support bundle, and the Zendesk Vaccine Management Solution (in partnership with TCS).

We made notable pricing improvements, too, with pre-built packages inclusive of omnichannel support as well as new add-on options. While we have continued to innovate, we have maintained our ease of use, customization, and administration so businesses can better serve their customers.

What's inside

The 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center report is available for complimentary download for a limited time. The full report PDF includes:

  • How Gartner views the current ecosystem of CEC technologies
  • Considerations for businesses looking to implement CRM and CEC technologies
  • Vendor capabilities for addressing the needs of today’s CECs
  • How Gartner analysts position Zendesk and other technologies and service providers

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.

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, Magic Quadrant for the CRM Customer Engagement Center, Nadine LeBlanc, Jim Davies, Varun Agarwal, 15 June 2021

As a Leader in Magic Quadrant for the CRM Customer Engagement Center 2016 - 2021