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Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre

By Rachel Palad, Sr. product marketing manager

Last updated July 28, 2021

In the global market for customer service software, Zendesk is named a leader in the 2019 Gartner Magic Quadrant for the CRM Customer Engagement Centre.

Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application arena. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Centre report provides valuable information for business leaders who seek technology solutions for interacting and engaging with their customers.

2019 Gartner Magic Quadrant CRM

Zendesk can again be found in the 2019 report’s Leader quadrant, which we consider a reflection of the global success of our 145,000 customers, including enterprise clients like Airbnb, Tesco, L’Oreal and Ingersoll Rand. The past year alone has included a number of significant milestones for us, including the release of practical AI-enhanced features, such as Answer Bot, for self-service, expansion to Zendesk Sunshine, an open and flexible CRM platform built on Amazon Web Services (AWS), and surpassing 1.4 billion yearly interactions processed and $700 million run rate in revenue.

As our customer base continues to grow, we strive to be a dynamic vendor for businesses that deliver exceptional customer experience.The 2019 Gartner Magic Quadrant for the CRM Customer Engagement Centre report is available for complimentary download for a limited time. The full report PDF includes:

  • How Gartner views the current ecosystem of CEC technologies

  • Considerations for businesses planning to implement CRM and CEC technologies

  • Vendor capabilities for addressing the needs of today’s CECs

  • How Gartner analysts position Zendesk and other technologies and service providers

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.