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Key takeaways from the Gartner Magic Quadrant for the CRM Customer Engagement Center, 2015

Bpm'online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015

Bpm’online has been included in the Gartner Magic Quadrant for the CRM Customer Engagement Center

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In the 2015 Magic Quadrant for the CRM Customer Engagement Center (CEC) Gartner analysts examine the market for global customer service and support applications for case management, trouble ticketing and problem resolution.

Through 2018, an ecosystem of at least five vendors will be required to build the ideal customer engagement center (CEC), the core of which will be an intelligent CRM case management system.

Great diligence must be shown by IT leaders working on customer service projects.

To support customers, some interactions will remain human-assisted, while far more will be automated, and some will require customer self-service through search tools or social media channels.

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