In the report, Magic Quadrant for the CRM Customer Engagement examines the global market for customer service and support applications designed to enable customer service and support agents to engage customers through their preferred communication channel.


The report also notes that “By 2019, over 85% of new packaged customer service and support software will be delivered on a cloud-based model, and SaaS will emerge as an essential selection factor for CRM customer engagement centers(CECs) in all geographies and for all but the most complex processes."

Freshdesk has been added to this year’s Gartner Magic Quadrant for the second successive year.

The report includes:

  • How Gartner views the current ecosystem of CEC technologies
  • Vendor capabilities for addressing the needs of today’s CECs
  • Considerations for businesses looking to implement CEC technologies
  • An in-depth analysis of Freshdesk and other named vendors

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