A Customer Engagement Center (CRM) is a centralised platform or software suite designed to manage and facilitate interactions between a firm and its customers across numerous communication channels. It’s a comprehensive system that enables organizations to engage with consumers successfully, handle questions, provide assistance, and track interactions along the customer journey.
According to Gartner, CRM Customer Engagement Center is used to describe software solutions that are used to engage customers intelligently, both proactively and reactively, by providing advice, addressing problems, and responding to inquiries.
Salesforce Service Cloud has been awarded a leader in the Gartner Magic Quadrant for CRM Customer Engagement Centre report for 2023. This is 14th consecutive year for Salesforce to be recognized as a leader. Gartner named Salesforce’s Service Cloud a Leader in terms of both vision and execution.
From contact centre operators to field personnel to self-service bots, Service Cloud is constantly redefining the role of AI in customer support. We’re bringing in a new era of exceptional client experiences with our AI-powered solutions that are revolutionising the service sector.
Service Cloud New Features
- Service Cloud unites every area of service—from the contact centre to the field — and provides trusted and secure AI to service teams in order to grow assistance, boost productivity, and save costs.
- Salesforce recently introduced new artificial intelligence (AI) advancements for field service that enable the mobile workforce to work quicker, more efficiently, generate more revenue, and develop deeper customer relationships.
- Salesforce has announced the general release of new AI-powered Service Cloud solutions that incorporate trusted generative AI into the work flow with auto-generated personalised responses, job summaries, knowledge articles, and mobile work briefings.
Gartner Magic Quadrant Leaders
Gartner Magic Quadrant leaders help to establish market direction through products, services, and the customer experience. They also provide a complete platform that can be tailored to match the needs of different geographies and industries. Finally, they combine their leadership in solutions and innovation with a clear vision of capitalizing on upcoming technology. The leaders for this year are:
- Salesforce
- Microsoft
- Oracle
- Pegasystems
References
Magic Quadrant for CRM Customer Engagement Center
Related News
Salesforce Named a Leader in the 2023 Gartner Magic Quadrant for Multichannel Marketing Hubs
Salesforce announced Life Sciences Cloud for Pharma and MedTech
Salesforce Service Cloud Gains Intelligence Through New AI-Powered Perceptions
View Comments (0)