The Top 14 CRM Customer Engagement Center Vendors Worldwide
Businesses are changing the way they engage with customers and manage customer service teams by driving innovation around new artificial intelligence technology and bold digital business models, according to Gartner’s new 2019 Magic Quadrant for the CRM Customer Engagement Center.
Gartner says that by 2022, 70 percent of customer interactions will involve emerging technologies such as machine learning applications, chatbots and mobile messaging. That figure is a huge increase from only 15 percent of customer interactions in 2018. Additionally, organizations that are part of a connected digital business ecosystem will have 40 percent of their customer service cases initiated by CRM vendors in that ecosystem by 2023, according to Gartner.
Gartner defines CRM Customer Engagement Center (CEC) as the market for software applications used to provide customer service and support by engaging both proactively and reactively with customers by providing advice and solving problems. The best CEC applications today have solutions for both agents and customers.
Here are the 14 market leading vendors in the space who made Gartner's 2019 CRM CEC Magic Quadrant, along with assessments of each company's strengths and weaknesses in the space.