SAN FRANCISCO, CA–(BUSINESS WIRE)– Zendesk, Inc. (NYSE:ZEN) was positioned by Gartner, Inc. in the “Leaders” quadrant in their May 4, 2016 CRM Customer Engagement Center report. Zendesk was the only company to move quadrants in this year’s report. The Gartner Magic Quadrant report for Customer Engagement Centers is available at: https://www.zendesk.com/resources/gartner-magic-quadrant-crm/
“We are honored to jump into the Leaders quadrant for Gartner’s CRM Customer Engagement Center report,” said Mikkel Svane, Zendesk chairman, CEO and founder. “We believe it demonstrates our growing appeal in the enterprise as we help large companies build better customer relationships.”
According to the report, “By 2018, as more applications are built for a cloud-based model, and as vendors deploy data centers in Europe and Asia, SaaS will emerge as an essential selection factor for CRM customer engagement centers in all geographies and for all levels of process complexity.”
“Zendesk is driving innovation in customer service by delivering a high-quality product with less complexity at a lower cost,” said Marcus Bragg, SVP of worldwide sales and customer success at Zendesk. “By using Zendesk, companies gain a competitive advantage and the agility to scale, evolve and innovate.”
- Zendesk Message, announced at Facebook’s F8 conference, is a dedicated application that combines the power of automated interactions with live support conversations in Facebook Messenger to quickly and efficiently assist customers. Zendesk is currently accepting enterprise companies in the early access program at: www.zendesk.com/message
- Satisfaction Prediction is the first machine learning and predictive analytics feature for customer satisfaction, predicting how likely a ticket is to receive a good or bad rating, thereby helping organizations take action to ensure positive outcomes. Since launching in beta, Satisfaction Prediction has analyzed over 7 million customer interactions.
- Advanced Voice empowers agents to provide voice support from the same platform they use to manage all other support channels and take calls from anywhere in the world, including their Zendesk browser or mobile phones. Advanced Voice includes multi-level interactive voice response to route customers to the right agent or department and provide recorded responses for frequently asked questions.
- BIME Analytics will become the core technology powering Zendesk’s customer data platform, enabling Zendesk to further integrate data analytics capabilities across its products. BIME Analytics’ modern architecture allows organizations to easily connect and build queries across multiple live data sources and then analyze results through stunning data visualizations.
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 designations. 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.
Zendesk provides a customer service platform designed to bring organizations and their customers closer together. With more than 75,000 paid customer accounts, Zendesk’s products are used by organizations in 150 countries and territories to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more at www.zendesk.com.