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Salesforce is Named a Leader in the Gartner Magic Quadrant for the CRM Customer Engagement Center — for 10 Consecutive Years
Salesforce Guru
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Salesforce is Named a Leader in the Gartner Magic Quadrant for the CRM Customer Engagement Center — for 10 Consecutive Years

BY BILL PATTERSON

Salesforce has always been about connecting with our customers in new and innovative ways. And Service Cloud offers you a new way to help your customers. One with built-in intelligence and tied to the world’s #1 CRM platform.

We’ve taken ordinary customer service and transformed it to provide an amazing experience that allows every agent to turn the world’s most demanding customers into a company’s biggest fans. This isn’t just customer service. This is how you turn every single touchpoint into an amazing, memorable, tell-your-friends experience.

In this report, Gartner has recognized Salesforce as a leader, and we’re positioned in the Magic Quadrant highest in ability to execute, and furthest in completeness of vision for the CRM Customer Engagement Center.

 

We’re Trailblazers because customers are our guides.

 

Salesforce is much more than a CRM software provider. We’re the world’s #1 customer service platform — and that has everything to do with our customers. They really inspire how we build and innovate our products. Everything that we do is based on what we hear from our customers. Because of that, we believe that this is what sets apart from the rest:

 

1. Investments in integration technologies

Now companies can connect service to every part of their business. So they can deliver more personalized experiences for every customer — and create lasting relationships that turn a service center into a growth engine.

 

2. Solutions that scale

We continue to expand and deliver the apps and solutions that can connect businesses with customers on any channel they might use now — and whatever comes next.

 

3. It’s easy to start blazing your own trail

From agents to managers, to admins to developers, Trailhead makes learning Service Cloud fun and easy with guided learning paths for every level. And our Ignite team works with customers to jumpstart their Salesforce integration to more quickly and easily reach even their most ambitious goals.

 

We’re proud and honored to be a Gartner leader.

 

Salesforce was built on helping each and every customer succeed.  That’s why earning this Gartner recognition is so important to us. It’s been an exciting 10 years, and we look forward to helping businesses connect to customers in whole new ways for another decade and beyond.

 

 

Gartner Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz, Brian Manusama, 16 May, 2018 

From 2009-2012, salesforce.com was positioned as a leader in the Magic Quadrant for CRM Customer Service Contact Centers and from 2013-2014 Salesforce was included in the Magic Quadrant for the CRM Customer Engagement Center as salesforce.com.

Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates. 

The Gartner Peer Insights Logo is a trademark and service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved.

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 Salesforce.

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.

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