Magic Quadrant for the CRM Customer Engagement Center
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Overview: The evolution of customer communications from telephony to multichannel interactions, including IM and chat, SMS, email, and social media, have created a new era in the relationship between businesses and customers, once which is based upon each customer's preferred communications modality. This evolution of the call center into a multichannel Customer Engagement Center necessitates a shift in not only engagement strategy to meet customers on the engagement medium of choice, but also an assessment of their communications technologies and CRM software, which must both be able to manage this new customer service model.
The Gartner Magic Quadrant for the CRM Customer Engagement Contact Center report analyzes the current CEC vendor landscape and the degree to which the market has responded to the social-mobile customer.