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2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

Last updated November 15, 2023

Every year, Gartner recognizes 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.

2021 Gartner Magic Quadrant

For the sixth year in a row, Zendesk was placed in the Leader quadrant, which we consider a reflection of the global success of our 170,000+ customers. In the 2021 report, Gartner acknowledges customer service organizations that took immediate action to adjust their operations and provide critical support during the Covid-19 pandemic. Usability, agility, and time to value have always been core to our DNA, and we were put to the test in supporting customers in new and unfamiliar ways.

Zendesk remains 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 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). While we have continued to innovate, we have maintained our ease of use, customization, and administration so businesses can better serve their customers.

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