Every year, Gartner evaluates vendors in the customer service and support space. The Gartner Magic Quadrant for the Customer Engagement Center (CEC) and accompanying Critical Capabilities report provides valuable information for business leaders looking for technology solutions that best meet their current and long-term needs.
According to Gartner, “The $28.9 billion customer service and support software market, of which the CEC market is a part, grew at a rate of 17% year-over-year and remains the largest subsegment of the customer experience/CRM market (CEC’s proportion of the customer service and support market was about 44.6% in 2021). Enterprise customers and prospective customers will benefit from continued investments in CEC product portfolios by vendors that are experiencing strong growth (Forecast Analysis: CRM Customer Service and Support Software, Worldwide).”
What’s inside
The 2023 Gartner Magic Quadrant for the Customer Engagement Center report is available for complimentary download for a limited time. The full report includes:
- How Gartner views the current ecosystem of CEC technologies
- Considerations for businesses looking 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 organization 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 Center, Pri Rathnayake, Wynn White, Drew Kraus, 1 Nov 2023
Gartner, Critical Capabilities for the CRM Customer Engagement Center, Pri Rathnayake, Wynn White, Drew Kraus, 6 Nov 2023
