Who Is Gartner’s Crm Customer Engagement Vendor Leader

Salesforce was ranked for leadership and vision in gartner’s latest customer service rankings and for supporting software vendors worldwide. Salesforce has also established itself as a leader in a field where many other vendors are emerging quickly.

In its latest report on the crm customer engagement center (cec), gartner ranked vendor offerings according to four key customer care criteria: connectivity, process orchestration, resource management, and analytics and insights. Gartner recently redefined the cec market as one of the software applications used to provide customer service and support through proactive and proactive engagement.

 Customers Have Digital Contact Physical Contact And Proactive Messaging

In the report, gartner said it is looking for new capabilities that represent innovation in crm, such as voice of the customer, customer engagement management, conversational orchestration, customer success, and field service management.

Salesforce regained the upper hand thiear with its cloud-of-a-service solution, with gartner noting that the vendor added or improved 125 features within its platform in the past year. This includes real-time ai-based case classification, skill-based routing and whatsapp support.

The introduction of cloud voice as a service. (general availability scheduled for q3 2020) will enable the. Delivery of new, pre-integrated voice services through amazon connect.” the report authors wrote. “This will be in addition to the. Vendor’s ability to integrate with other. Contact center products.”

Additionally, according to gartner. Two-thirds of prospective cec customers use salesforce. Compared to their closest competito. Which was voted on by 35% of customers. It names service cloud as one of the top three vendors. In this year’s report, with five vendors in the leadership quadrant.

Pega Systems Servicenow Microsoft Zendesk And Oracle


The re-emerged pegasystem said it offers easy integration with third-party offerings, customer engagement and case workflow automation capabilities, low-code innovation, powerful ai and rpa capabilities.

Other highlights include ai-powereigent insights through azure cognitive services, microsoft bot framework, power virtual agents, customer service and rpa capabilities, and strong support through unified agent views.

Oracle’s cx services ranks in the quadrant as a leader in continuous delivery of innovation, focus on predictive services, ability to connect visual experiences and channels, and digital customer service enablement services.


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