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Gartner’s 2017 Magic Quadrant for CRM | Zendesk

Last updated July 28, 2021

In this report, Magic Quadrant for the CRM Customer Engagement Centre 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 centres.”


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 (such as text/SMS support, Satisfaction Prediction and Channel Framework).

The Magic Quadrant for the CRM Customer Engagement Centre 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 with other technologies

The Magic Quadrant for the CRM Customer Engagement Centre 2017 provides valuable information for business leaders seeking technology solutions for this critical part of the business.

Note: The 2017 Gartner report is no longer available for complimentary download. But good news, the 2018 Magic Quadrant for the CRM Customer Engagement Centre is now available.

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 organisation 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.

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