In a new report, Magic Quadrant for the CRM Customer Engagement Center 2017, Gartner examines the global market for customer service and support applications. The report notes that by 2019 “... over 85% of new packaged customer service and support software will be delivered on a cloud-based model, and SaaS will emerge as an essential selection factor for CRM customer engagement centers.”
In its analysis of service providers in the space, Zendesk is once again in the report’s Leader quadrant—moving higher in ability to execute and further in completeness of vision—which we consider to be a reflection of the success of our 101,800 customers. Their selection of Zendesk over more-complex legacy vendors is what keeps us in our leadership position, along with our product innovations over the last year (like text/SMS support, Satisfaction Prediction, and Channel Framework).
The Magic Quadrant for the CRM Customer Engagement Center 2017 report is available for complimentary download for a limited time. Read the full report to learn:
- How Gartner views the current ecosystem of CEC technologies
- Considerations for businesses looking to implement CEC technologies
- Vendor capabilities for addressing the needs of today’s CECs
- How Gartner analysts compare Zendesk to other technologies
The Magic Quadrant for the CRM Customer Engagement Center 2017 provides valuable information for business leaders seeking technology solutions for this critical part of the business.
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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.