Gartner defines the CEC market as the market for software applications used to provide customer service and support by engaging intelligently — both proactively and reactively — with customers by answering questions, solving problems and giving advice.
Salesforce was named as a Leader in the Gartner Magic Quadrant for CRM Customer Engagement Center for the twelfth consecutive year. Salesforce believes its longstanding position in the quadrant validates its customers who provide consistently high-quality service throughout countless industries.
According to Gartner, “the CRM customer engagement center (CEC) market includes software applications used to provide customer service and support by engaging intelligently — both proactively and reactively — with customers by answering questions, solving problems and giving advice.”
Now, Salesforce’s long-standing reputation for supporting service employees in the call center is extending to employees working in the field.
What Does Gartner Say About Salesforce Service Cloud?
Salesforce is a Leader in this Magic Quadrant; the same as last year. About two-thirds (64%) of prospective CEC customers with whom Gartner has contact shortlisted Salesforce Service Cloud as their first, second or third choice (its nearest competitor in this regard was shortlisted by 35% of customers). Over the last 12 months, Salesforce has added more than 125 new features and enhancements to Service Cloud, including WhatsApp, real-time AI-based case classification, skills-based routing and next best action. Worldwide, both B2C and B2B midsize companies and large enterprises should consider Salesforce for its CEC solution.
Additional Information
A complimentary copy of the June 2020 Gartner Magic Quadrant for CRM Customer Engagement Center
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