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Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Centre

Last updated July 28, 2021

Zendesk is named as a leader in the 2020 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 that 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.

2020 Gartner Magic Quadrant CRM


Zendesk can again be found in the 2020 report’s Leader quadrant, which we consider a reflection of the global success of our 160,000+ customers. At Zendesk, we recognise that the past year has been difficult and brought with it many unique challenges, including supporting and engaging with your customers in new and unfamiliar ways. This is why agility and time to value have always been core to our DNA, because we understand the importance of being able to engage your customers promptly and when they need you the most.

As the market continues to evolve, we are focused on releasing updates that make an immediate impact, including enhancements to our expanded Support Suite, which now provides an improved omni-channel agent experience for engaging customers across traditional and new social channels. We’ve also made it easier than ever to unify your customer data across systems with expansions to our open and flexible CRM platform, Sunshine, to help you gain a complete and contextualised view of your customers across the organisation.

The 2020 Gartner Magic Quadrant for the CRM Customer Engagement Centre report is available for complimentary download for a limited time. From our point of view, 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.

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