Verint Engagement Management 15.3 FP8 the companys agship CEC solution is an omnichannel platform with centralized knowledge, case, workow and customer history features. Visionaries Visionaries are ahead of many competitors in terms of delivering innovative products and delivery models. Gartner Reprint Midsize organizations focusing on innovation for customer engagements and looking for a customer-for-life vision should consider Freshworks. Usability. The vendor has mostly focused on BPM/platform enhancements, which are inherited by the ICC offering. Support team synergies: Reference customers reported that Microsoft appears to be siloed and resource-constrained between the Azure and Dynamics teams. Revenue traction: Each vendor must provide evidence of revenue growth year over year, and be able to demonstrate that it would equal or exceed the previous four quarters of business results in the upcoming four quarters. Startups and new entrants from adjacent markets are typically found in the Visionaries quadrant. This understanding was crucial before they could properly determine their implementation choices. Cautions Learning curve: Reference customers expressed concern about how long it takes to learn how to use the desktop agent. 3. Vendors that show the highest degree of vision listen to and understand buyers' wants and needs, and can shape or enhance those with their added vision. Gartner research publications consist of the opinions of Gartners research organization and should not be construed as statements of fact. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Marketing Strategy: A clear, differentiated set of messages consistently communicated throughout the organization and externalized through the website, advertising, customer programs and positioning statements. Geographic Strategy: The vendors strategy to direct resources, skills and offerings to meet the specic needs of geographies outside the home or native geography, either directly or through partners, channels and subsidiaries as appropriate for that geography and market. Consider Microsoft if you are looking to provide multichannel support for your front-ofce customer service teams, or if you are looking for a more standard back-ofce case management or ticketing system for internal or external service needs. Pricing and contracts: Zendesks complex and inexible pricing and contract options concern Gartners enterprise clients. Its platform strategy places AI and machine learning (ML) in its digital customer service and support solution, and embeds these technologies across its products. Conrmation of 20% revenue growth year over year. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. In addition, Pega was also named a Visionary in the 2020 Gartner Magic Quadrant for Robotic Process Automation, Q3 2020(5) report and the Gartner Magic Quadrant for Multichannel Marketing Hubs,Q2 2020, (6) report. RTA*HQ) Eio~tyyouP>a%R??~TsNhm~.~^j6tgQs993}`ev@XoBZg;Ao'\3Lo\t'HQ==|p5H> [Kp.`/K.%}z;bs.5~kEFnKps rt_+nuOr] ,:u>9=t.u5xFc/='*9B. By engaging customers with meaningful interactions, Pega clients boost customer satisfaction while increasing customer lifetime value. Representations must be conrmed in writing by an appropriate nance executive within the vendors organization (such as a CFO). Gartner DisclaimerGartner 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. CRMNEXT believes that CRM CEC solutions will need to be more aware and intelligent by marrying data science, AI and decisioning to create more autonomous servicing. SAP SAP is a Challenger in this Magic Quadrant; the same as last year. Revenue forecast: Provide evidence that results for the upcoming four quarters (from 1 October 2019) will exceed the previous four quarters results. Vertical/Industry Strategy: The vendor's strategy to direct resources, skills and offerings to meet the specic needs of individual market segments, including vertical markets. eGain eGain is a Niche Player in this Magic Quadrant; the same as last year.
Cautions Narrow use case: Reference customers shared that they did not yet see Freshworks as a platform vendor. Gartner evaluated 13 CRM vendors as part of the Critical Capabilities report a companion report to theGartner Magic Quadrant for the CRM Customer Engagement Center(2) report in which Pega was named a Leader for the ninth consecutive year. Specically, this includes the ways customers receive technical support or account support. CAMBRIDGE, Mass., Dec. 26, 2017 (GLOBE NEWSWIRE) -- Pegasystems Inc. (NASDAQ:PEGA), the software company empowering customer engagement at the worlds leading enterprises, today announced it received the highest scores in the business-to-business and complex processes use cases in Gartners December 2017 Critical Capabilities for the CRM Customer Engagement Center (1).
In terms of performance, the vendor scored lower than its competitors in categories like responsiveness of third parties and fullling promises made regarding the software. Knowledge management: Oracle offers one of the most scalable and functional knowledge management solutions among service suite vendors. Cautions Limited changes: Gartner has observed only limited expansion of ICCs capabilities by Appian, other than its planned marketing and sales focus in 2020. Freshworks shows vision with its expansion into workforce engagement management, customer success management and eld service management, and its integration of acquisitions in recent years. Robotic process automation (RPA) and process automation adoption will increase to become an even bigger part of its solution. Prices and contracts: Reference customers for Salesforce expressed concerns about high prices and vendor lock-in after integrating multiple Salesforce components or adding third-party components for industry-specic implementations, interactive voice response and telephony infrastructure. Midsize or large, stabilized deployments: Provide a minimum of ve new CRM CEC referenceable (that is, willing to complete an online survey) customers that have had in production the latest major version of the software for between six and 18 months. In 2019, Oracle continued to innovate with an emphasis on how knowledge is consumed by both human and automated conversational agents. A vendor with stagnant sales or an ineffectual marketing organization should concern prospective buyers in this rapidly growing space. Customer support: Reference customers reported that SugarCRM could improve its capabilities for maintenance and customer support. Customer growth: As Freshworks portfolio has matured, Gartner has observed a growing number of larger-scale Freshdesk deployments contributing to almost 50% of the vendors current revenue. Customer support: Reference customers showed consistent satisfaction with the vendor and its dedication to its customers during deployment. In 2019, the company invested mostly in new features to enhance its intelligent CRM, low-code and process automation capabilities. Vendors Added and Dropped We review and adjust our inclusion criteria for Magic Quadrants as markets change. Pega ranked highest in the global, business-to-business, and complex processes use case categories and placed third in the business-to-consumer use case. (Note: The companies listed above are in alphabetical order.) SugarCRM SugarCRM is a Niche Player in this Magic Quadrant; the same as last year. It must show revenue of at least $8 million in CRM CEC software licenses for core customer service and support in the customer engagement center from new clients, per GAAP or IFRS, during the four scal quarters that ended closest to 31 December 2019 and no earlier than September 2019. Clients indicate that Leaders products have improved their organizations competitive position and helped lower costs. Mobile applications. For more specialist functions for consolidated agent desktops, mobile engagement, digital customer engagement and self-service, we often discuss the following vendors for use by customer service agents: Conversocial, eGain, Helpshift, Khoros and Sparkcentral. These areas, industries and environments include: Regions where there are concerns about data privacy, latency and application availability. 
Gartner uses by default an upper limit of 20 vendors to support the identication of the most relevant providers in a market. In addition to case and workow management, knowledge and management of how to enrich and personalize customer engagements is crucial. Migration: When trying to migrate from Siebel CRM to Oracle Service Cloud, Gartner clients reported insufcient clarity of communication about how to do so, both from Oracle and its partners. Strengths Vision: Salesforces global presence, market impact and vision to transform customer service is unmatched so far by other vendors in this market. Small marketplace: SugarCRMs application marketplace offers very few technology partner solutions. Environmental, Social and Governance (ESG), HVAC (Heating, Ventilation and Air-Conditioning), Machine Tools, Metalworking and Metallurgy, Aboriginal, First Nations & Native American, Gartner Magic Quadrant for the CRM Customer Engagement Center, The Forrester Wave: Real-Time Interaction Management (RTIM) report, Q4 2020 (2), The Forrester Wave Software for Digital Process Automation for Deep Deployments, Q2 2019 (3). Oracle CX Service should be considered by B2C organizations that have complex processes and require strong integration capabilities. The involvement of its customers in design considerations and code-free modeling shows promise. This report evaluated Pega Customer Service. This is referred to as extreme self-service. Sales Execution/Pricing: The vendor's capabilities in all presales activities and the structure that supports them. Clients should carefully investigate their knowledge management needs and investigate their options. It provides features for testing, modifying and improving processes for faster alignment to changes. Need for complexity: Zendesks focus on simplicity has resulted in large customer service centers nding its interface less intuitive when trying to manage signicant numbers of advisors. Challengers Challengers demonstrate a high volume of sales in their chosen markets that is, more than 30% of their new business comes from more than one industry, and more than 50% comes from sales to the broader installed base. 
