Whitepaper

2021 Gartner Magic Quadrant for the CRM Customer Engagement Centre

Published June 7, 2020
Last updated July 28, 2021

Zendesk is named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Centre.

Every year, Gartner recognises the key players leading the way in the customer service and support space. The Gartner Magic Quadrant for the CRM Customer Engagement Centre report provides valuable information for business leaders looking for technology solutions that best meet their current and long-term needs. In the 2021 report, Gartner also acknowledges customer service organisations that immediately acted to adjust their operations and provide critical support to their clients in the wake of the COVID-19 pandemic.

2021 Gartner Magic Quadrant

For the sixth year in a row, Zendesk can be found in the Leader quadrant, which we feel reflects the global success of our 170,000+ customers. At Zendesk, we recognise the past year was difficult and ushered in many unique challenges, including supporting and engaging with your customers in new unfamiliar ways. That is why usability, agility and time to value have always been core to our DNA – we understand the importance of being able to engage your customers in the moment and when they need you the most.

As companies continue to make seismic shifts in how they connect with customers, Zendesk is focused on releasing updates and key features that make an immediate impact, including automated conversation orchestration across channels and workforce management. In light of the COVID-19 pandemic, we also offered licensing relief, a remote support bundle, and the Zendesk Vaccine Management Solution (in partnership with TCS). We also make digital customer service capabilities available faster.

We made notable pricing improvements, too, with prebuilt packages inclusive of omnichannel support as well as new add-on options. While we have continued to innovate, we have maintained our ease of use, customisation and administration so businesses can better serve their customers.

What's inside

The 2021 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.

Gartner, Magic Quadrant for the CRM Customer Engagement Centre, Nadine LeBlanc, Jim Davies, Varun Agarwal, 15 June 2021.

As a Leader in Magic Quadrant for the CRM Customer Engagement Centre 2016 – 2021.