COVID-19 demanded immediate action from customer service organizations and accelerated demand for, and adoption of, CECs at scale. This Magic Quadrant evaluates 16 CRM CEC vendors to help application leaders find the solution that best meets their current and long-term needs.
Gartner defines the CRM customer engagement center (CEC) market as the market for software applications used to provide customer service and support (CSS) by engaging intelligently — both proactively and reactively — with customers by answering questions, solving problems and giving advice.