Effectively serving today’s social, digital and mobile customers requires a customer-centric mindset—but that alone is not enough. You also need the right processes and technologies to consistently pull off a great customer experience.
In a new report, Magic Quadrant for the CRM Customer Engagement Centre 2016, Gartner examines the global market for customer service and support applications for organisations with CECs as large as 20,000+ agents.
In the 2016 report, Gartner moved Zendesk into the Leader quadrant, and we’d like to thank our 75,000 customers for that move. We believe that it was their selection of Zendesk over more complex legacy vendors—with our product innovations over the last year (like Satisfaction Prediction and Advanced Voice)—that propelled us into the Leader quadrant.
And while we don’t like to brag, we are proud to be named a Leader: a modern choice that gives organisations a competitive advantage by providing the agility to scale, evolve, and innovate in customer service.
The Magic Quadrant for the CRM Customer Engagement Centre 2016 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 2016 provides valuable information for business leaders seeking technology solutions for this critical part of the business.
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.