Pega offers a unified CRM software suite powered by a centralized AI brain that optimizes all interactions across the entire customer journey from sales, to marketing, to customer service. It launched several key products and features in 2019 like Zendesk Duet, Gather and Sunshine Conversations. Zendesk works globally, often with midsize customers and increasingly with enterprises. RTA*HQ) EU
SAP roadmap highlights for 2020 concentrate around UX investments, ML investments, and the expanded integration with SAP Field Service Management and SAP S/4HANA. Platform ecosystem and integration. Three industries (examples being utilities, telecommunications, high tech, oil and gas, manufacturing, aerospace and defense, automotive, nancial services and insurance, chemicals, medical devices, and healthcare). For the second year in a row, it received the highest reference customer scores out of all vendors evaluated for ease of use of all the products. Deployment flexibility: Creatios product supports both on-premises and cloud-based congurations. Resource management 4. Typically, their products and market presence are not yet complete or established enough to challenge the Leaders. Sales Execution/Pricing: The vendor's capabilities in all presales activities and the structure that supports them.
Oracle operates worldwide. Solution layering: Reference customers gave the Dynamics 365 solution layering a low score because of application life cycle management practices for migration of customer solutions between test, UAT and production environments. In September 2019, ServiceNow introduced the Now Platform New York release, enhancing its case management and knowledge management functionality. This publication may not be reproduced or distributed in any form without Gartner's prior written permission. HQ)* ERT@ Strengths AI: ServiceNow has strengthened its AI capabilities on the platform, as well as in the CSM solution. All trademarks are the property of their respective owners. Cautions Limited choice of system integrators: Although Creatio has many smaller professional service partners worldwide, customers may have a limited choice of professional services for consulting and integration for large-scale and complex projects across regions. As a result of these adjustments, the mix of vendors in any Magic Quadrant may change over time. Workow is an important CEC component, in terms of an organization being able to orchestrate the processing of customer engagements for the best outcomes in an effortless, effective and timely way. We won't track your information when you visit our site. Organizations that are building out their CEC capabilities should be aware of the expected next generation of customer engagement centers. Business Model: The soundness and logic of the vendor's underlying business proposition. Zoho Zoho makes its debut in this Magic Quadrant as a Niche Player. It focuses on digital-rst engagement combined with knowledge management, AI and analytics capabilities. RTA*HQE!EU Once Concentrated on Black Friday and Cyber Monday, Sales Have Expanded to Three Full Cyber Weeks, Automated SAP Business One and Zoho Integration from Alluvia, Weekly AiThority Roundup: Biggest Machine Learning, Robotic And Automation Updates , Verusen Launches Trusted Network to Overcome Data Disparity and Reduce Risk Across, CloudCover Partners with Carahsoft to Provide Affordable Risk Transfer Insurance. Pega Receives Highest Scores in Three of Four Use Cases in Gartners Critical Capabilities for the CRM Customer Engagement Center Report. National and federal government organizations and healthcare organizations subject to strict regulations. About 50% of Zohos customers are in the Americas, with 25% in the U.K. and Europe. This can also include ancillary tools, customer support programs (and the quality thereof), availability of user groups, service-level agreements and so on. Pegasystems Pegasystems is a Leader in this Magic Quadrant; the same as last year. This criterion also considers the vendors history of responsiveness. Otherwise, consider it where a verticalized solution is of particular importance. Value proposition: Reference customers rated SAPs overall value proposition and cost to value of the software as relatively low in comparison to the competition. Cautions Limited visibility: According to Gartners survey for this Magic Quadrant, only a small percentage of clients shortlisted Verint Engagement Management in a competitive situation. Zoho provides Zoho Desk to the customer service market.
Narrow sector appeal: CRMNEXT is best suited for nancial services, but has limited reach beyond this sector. This alignment is starting to gain momentum (see Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace). To connect, please write to AiT Analyst at news@martechseries.com. Do it yourself: Appian does not have a native CEC offering with an attached software release cycle.
Based on our scenario planning, Gartner expects that there are two trends that are most likely to create disruption over the next ve years: Degree of focus on broader customer service ambitions: From transactional to mission-critical, the degree of focus on broader customer service ambitions will inuence the scale and capabilities needed for customer service technologies including CEC. Collectively, these apps unite the standard functionalities of a customer service solution case management, knowledge management and multiexperience engagement with AI-driven insights built on a single platform that unies tech stacks and customer data. Easy to implement: Implementing Zoho Desk is easy and straightforward. Customer data privacy protection by design: This involves interacting with customers using new ways to mitigate security and privacy risks. 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. Multiexperience and channel-free mindset: This promotes channel-agnostic design, seamless integration and customer experience innovations. Gartner research publications consist of the opinions of Gartners research organization and should not be construed as statements of fact. Creatio Creatio (formerly bpmonline) is a Niche Player in this Magic Quadrant, and was a Niche Player last year under its previous name. Strengths Third-party connectors: SAP Service Cloud has over 200 connectors to third parties, called Cloud Elements OEMs, and continues to put strategic independent software vendor (ISV) partnerships in place to enrich customer service functionality. They engineer exible products along the lines of Gartners vision of the Future of Applications. AiThority.com covers AI technology news, editorial insights and digital marketing trends from around the globe. Knowledge management: Oracle offers one of the most scalable and functional knowledge management solutions among service suite vendors. It also guarantees that customers technical resources can become certied, productive Appian developers in two weeks. Consider Pega Customer Service when you need the ability to make frequent changes to highly innovative customer service processes. Getting connected 2.
Often, their product development resources are split across multiple offerings. Clients report that Leaders deliver high levels of value and ROI. More about the next generation of CECs can be learned in The Future of Customer Engagement Center. Market Overview Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service experiences (see Customer Service and Support Technology Primer for 2020). Salesforce Salesforce is a Leader in this Magic Quadrant; the same as last year. Licensing: ServiceNows licensing model is still described by reference customers as complex and confusing. This understanding was crucial before they could properly determine their implementation choices. Public cloud: Zendesk offers a public cloud solution, Zendesk Sunshine, with an extensive application ecosystem. The vendor has mostly focused on BPM/platform enhancements, which are inherited by the ICC offering. In order to fulll that ambition, they should use the four technology pillars of great customer service getting connected, process orchestration, knowledge and insight, and resource management. Many apps are published by Freshworks and are available free of charge. Small marketplace: SugarCRMs application marketplace offers very few technology partner solutions. Cautions Vision: SAP still has the potential to be a Leader in this market but lacks a clear vision of the market and how to move forward in it. Its research is produced independently by its research organization without input or inuence from any third party. 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. Strengths Advancing platform: The Dynamics 365 CEC offering builds on the same codebase as the Microsoft Power Platform, which is a low-code platform that spans Microsoft 365. Weak support: In conversations with Gartner about Creatio, some customers of this vendor have expressed concerns about its training, documentation and project planning. Verint works globally with most customers in the U.S. Factors include the quality of the organizational structure, including skills, experiences, programs, systems and other vehicles that enable the organization to operate effectively and efciently on an ongoing basis. Over the last 12 months, Salesforce has added more than 125 new features and enhancements to Service Cloud, including WhatsApp, real-time AI-based case classication, skillsbased routing and next best action. Verint Systems Verint Systems is a Niche Player in this Magic Quadrant; the same as last year. In 2019, the company invested mostly in new features to enhance its intelligent CRM, low-code and process automation capabilities. Attractive offerings: eGains proactive customer success program, eGain 3-1-1, and its eGain Innovation in 30 Days program, provide the vendor with a successful sales strategy to interest and engage customers. They factor in the impact on customer service requirements of automation of engagements, advanced analytics, social media engagement and the use of the IoT. 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. Organizations should consider CRMNEXT when looking for a scalable solution with a strong presence in Asia/Pacic. It addresses the growing need to orchestrate a continuous customer experience across channels, systems and departments. O}_O?':_#/54e)@?KpsJf^u^R>?~{a%/x K0^2ae/x+#^a Read More: The AI Gold Rush: How to Make Money off AI and Machine Learning! For more information on Pegasystems (NASDAQ:PEGA), visitwww.pega.com. Our partners will collect data and use cookies for ad personalization and measurement. In 2019, Verint introduced Unied Experience, which integrates all Verint and third-party experience data sources. It offers CEC capabilities via its Dynamics 365 Customer Service solution (v.9) and in its Dynamics 365 Customer Service Insights, Power Virtual Agents, and Power Automate applications. Consider SugarCRM if you represent a midsize support organization looking for a capable customer engagement solution, or if you are already using, or planning to deploy, sales automation. Primary enhancements in the past year have been to channels, digital assistants and embedded service experiences. Pega has also invested in rapid deployment with Pega Express Methodology. This is referred to as extreme self-service. Strengths Shared code: Appians CEC offering is built on the same codebase as its low-code BPM platform as a service (PaaS). Zendesk Support is part of the Support Suite, which combines a customer communication hub strategy with engagement orchestration features to form the basis of the vendors CEC application. It has enhanced its digital engagement capabilities and self-service offering, and has lowered the total cost of ownership for customers. Customer support: Reference customers showed consistent satisfaction with the vendor and its dedication to its customers during deployment. Strengths Easy integration: Pegasystems low-code-supported innovation makes it simple to extend its solution, and to combine third-party technologies, customer touchpoints, workows, AI and RPA to deliver differentiated, end-to-end customer experience journeys. It must have the technology to support an extension to cross-channel customer service, without the need to code in a new development environment, including mobile and social media. The solution is also integrated with several popular products like Atlassian Jira and Trello, Microsoft Teams, and Slack. SugarCRM strengthened its ecosystem portfolio with integrations with the likes of Genesys, 8x8 and Amazon Connect to enhance its customer service proposition. Operations: The ability of the organization to meet its goals and commitments. It may include advisory services, problem diagnostics and problem resolution, account management, insurance claims handling, servicing of banking interactions, provisioning and returns management, among other things. Work in progress: Reference customers said that the SAP Service Cloud product is unnished and immature in some areas and felt uncertain about the product roadmap to help them be successful. 2. 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. Anyone whos driven a car, used a credit card, called customer service, opened a bank account, flown on a plane, submitted an insurance claim, or performed countless other everyday tasks has likely interacted with Pega. Learn how we and our ad partner Google, collect and use data. Reference customers identied Oracle as one of the three vendors most commonly mentioned by those looking for a customer service solution. Sales Strategy: The strategy for selling products that uses the appropriate network of direct and indirect sales, marketing, service, and communication afliates that extend the scope and depth of market reach, skills, expertise, technologies, services and the customer base. hbspt.forms.create({ AIT News Desk is a trained group of web journalists and reporters who collect news from all over the technology landscape. The inclusion criteria represent the specic attributes that analysts believe are necessary for inclusion in this research. Customer Experience: Relationships, products and services/programs that enable clients to be successful with the products evaluated. Strengths Knowledge management: With the acquisition of Transversal for cognitive intelligence and automation, Verint has improved its knowledge management capability. 4. Additional professional services capacity: A practice and ecosystem with sufcient third-party consulting and integration rms to grow at a double-digit pace for ve years. HQ)* EE"RTDHQ)*"EE"RTDHQQtBBX"RTDHQ)*"EE"RTDHQ)*"EE"RTDHQ)*"EE"RTDHQ)*"E%RTBJHQ )*!E%RTBJHQ )*!E%$u%ThKHQ )*!E%RTBJHQ )*!E%RTBJHQ )*!E%RTBJHQ )*#Ee2RTFHQ)*#Ee2RTFHQ)*#Ee2RTFHQ)*! x@HQ)*#Ee2RTFHQ)*#Ee2RTFHQ)*#EeU Strengths Simple to use: SugarCRM is easily congured and customized. 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. Context A great customer service experience is expected to be trusted, effortless and personalized while translating directly into better ROI and business outcomes. Sales Execution/Pricing: The vendors capabilities in all presales activities and the structure that supports them. Cautions Complexity: Pegasystems portfolio of apps and developer-focused solutions can be difcult to relate clearly to specic business objectives. Clients look to Leaders for clues about how to innovate in customer service, in areas such as continuous intelligence, designing around a system of continuous engagement, sensors embedded in other equipment and mobile support. The involvement of its customers in design considerations and code-free modeling shows promise. How does the application incorporate third parties and deal with integration of data? Modernization: Kustomer provides a modern customer service platform, connecting interactions and platform-based events and external events. Kustomer has twothirds of its clients in the U.S. and 25% in EMEA. Its co-delivery model drives predictable business outcomes and platform adoption, and brings value to customers. Cautions Complicated: Reference customers scored ServiceNow lower than its competitors for ease of conguring and modifying the system, and for usability. From being self-sufcient without an ecosystem to running your own ecosystem, the degree of collaboration will inuence the people, process and technologies in the context of CEC. Evaluation Criteria Ability to Execute Product/Service: We evaluate each vendors breadth and depth of products and features across the software development life cycle. Overall Viability: Viability includes an assessment of the overall organizations nancial health, and the nancial and practical success of the business unit. It consists of the opinions of Gartner's research organization, which should not be construed as statements of fact. Globalization. In the Critical Capabilities report, vendors products and services were evaluated across the following capabilities and weightings: case management, digital engagement channels, integration, mobile support, predictive customer analytics, real-time guidance/decision support, self-service/knowledge management, and social media engagement management. 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. According to Gartner, the customer engagement center (CEC) market is defined 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.". Save my name, email, and website in this browser for the next time I comment. HQ)* ERT@ Limited integration: Gartner has not seen clients select Freshdesk for support organizations if they have complex business process needs with ve or more integration points and with live data from legacy systems. Multiexperience development involves creating t-for-purpose apps based on touchpoint-specic modalities, while at the same time ensuring a consistent user experience across web, mobile, wearables, conversational and immersive touchpoints. For this Magic Quadrant, we evaluated Oracle CX Service a set of customer service applications that is part of the Oracle CX suite. Verint Engagement Management 15.3 FP8 the companys agship CEC solution is an omnichannel platform with centralized knowledge, case, workow and customer history features. Two-thirds of Creatios clients come from EMEA. The complexity of the information required to support customers, plus the business rules and processes that frame the steps within each interaction, is increasing. The vendor has little traction in the U.S. or in Europe, and this creates challenges to deploy for North American and European-based multinational corporations. Magic Quadrant for the CRM Customer Engagement Center Source: Gartner (June 2020) Vendor Strengths and Cautions Appian Appian is a Niche Player in this Magic Quadrant, and was a Niche Player last year.
We believe this leadership recognition for Pega Customer Service adds to other recent analyst validations in AI and automation for Pega's customer engagement capabilities. How does the application support design, orchestration and monitoring of customer service tasks and processes? Updates on modern marketing tech adoption, AI interviews, tech articles and events. Knowledge management: Pega received a signicantly lower score for knowledge management than other vendors in this Magic Quadrant. Consider Verint Systems if you are looking for a new cloud or hybrid CEC solution that combines intelligent digital self-service, case management and workforce engagement management. Press Contact:Sean AudetPegasystems Inc. [emailprotected](617) 528-5230 Twitter: @pega. However, we also regularly discuss Freshworks and Zoho. The ServiceNow Customer Service Management (CSM) product helps companies unite back-ofce teams to resolve issues, x problems before customers know they have them, and simplify engagement to quickly take care of customer requests. Functional breadth: Each vendors submitted product must include at least ve of the following seven categories of functionality, plus integration, analytics and extensibility: Case management Knowledge management Workow or business process management (BPM) capabilities Digital service support channels Real-time continuous intelligence Mobile-enabled support Automation of engagements Market awareness: Each vendor must be recognized by the market, as evidenced by regular appearances on client shortlists, by appearances at tradeshows, regular mentions in Gartner client inquiry, and by references as a competitor by other vendors. Large organizations, especially in the nancial services sector, looking for a scalable, heavily case-management-centric CEC solution, and that require the use of omnichannel capabilities, should consider Appian. 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. Marketing Execution: The clarity, quality, creativity and efcacy of programs designed to deliver the organization's message to inuence the market, promote the brand and business, increase awareness of the products, and establish a positive identication with the product/brand and organization in the minds of buyers. Not all products and services are suited to this approach, and some organizations will need to determine which products and services to start with. Press Contact:Sean AudetPegasystems Inc. [emailprotected](617) 528-5230 Twitter: @pega. SAP is continuing with its transformation to deliver the next generation of CEC solutions by means of its Intelligent Enterprise and Experience Economy strategies. Its solution addresses the increasing demand for exible and customizable prebuilt solutions. However, in many parts of the world, as well as in some industries and environments, cloud-based customer service business applications are not yet preferred, due to issues of data residency and latency. Completeness of Vision Market Understanding: Ability of the vendor to understand buyers' wants and needs and to translate those into products and services. Mobile applications. These areas, industries and environments include: Regions where there are concerns about data privacy, latency and application availability. Vertical/Industry Strategy: The vendors strategy to direct resources, skills and offerings to meet the specic needs of individual market segments, including vertical markets. Address: Copyright 2022 PDFCOFFEE.COM. Some organizations will create and run powerful ecosystems; others will participate in them. Platform add-ons: Being part of the extensible Salesforce platform, complemented by the AppExchange marketplace, the Ignite customer innovation program and the Trailhead learning platform and community,helps Salesforce differentiate its Service Cloud product with more features and functions. 2020 Gartner, Inc. and/or its afliates. This mind share can be driven by a combination of publicity, promotional initiatives, thought leadership, word of mouth and sales activities. Leaders do not necessarily lock in customers, but rather may provide open access to an ecosystem. Niche Players Niche Players have important products with unique CRM CEC functions, or offerings for industries or geographic areas. Cautions Narrow reach: Prospective clients outside of the Asia and GCC regions should do their due diligence when considering CRMNEXT. No special training or proprietary scripting languages are needed to achieve results. Pega believes this recognition in the Critical Capabilities report builds on other recent recognition of Pegas customer engagement capabilities. SAP SAP is a Challenger in this Magic Quadrant; the same as last year. Its product, eGain Solve, offers a suite of customer engagement solutions. Strengths Vision: Salesforces global presence, market impact and vision to transform customer service is unmatched so far by other vendors in this market. This report evaluated Pega Customer Service. This will be in addition to the vendors ability to integrate with other contact center voice offerings. The orchestration of intelligent customer service processes through a CEC application is built around a case management record and process. Usability. Clients should carefully investigate their knowledge management needs and investigate their options. The upshot is that CEC vendors are increasing the value of their solutions by offering capabilities typically found in adjacent technology areas like the contact center, RPA, analytics and WEM. Dropped No vendor was dropped from last years Magic Quadrant, although one vendor changed its name from bpmonline to Creatio. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Short-term viability: Each vendor must provide evidence of: Funded operations: Sufcient cash to fund 12 months of operations at the current burn rate. In our evaluations in this Magic Quadrant, we indicate when we see potential challenges for a product in view of these factors. Change management: Reference customers reported a need for improvements to the vendors change management process and technical integration approach.
Midsize organizations focusing on innovation for customer engagements and looking for a customer-for-life vision should consider Freshworks. ServiceNow operates worldwide, with two-thirds of its clients U.S.-based and 26% coming from EMEA. If you would like to get more data, alerts and access to Real Vision videos, join us as an Insider Tracking Advantage Ultra member, Gartners December 2017 Critical Capabilities for the CRM Customer Engagement Center, Gartner Magic Quadrant for the CRM Customer Engagement Center, customer engagement applications for marketing, sales, and customer service, The Forrester Wave: Real-Time Interaction Management, Q2 2017, The Forrester Wave: CRM Suites For Enterprise Organizations, Q4 2016, Ovum Decision Matrix: Selecting a Customer Relationship Management Solution, 2016-17, Analyst Report: Gartner Critical Capabilities for the CRM Customer Engagement Center, join us as an Insider Tracking Advantage Ultra member, Gartner, Inc., Critical Capabilities for the CRM Customer Engagement Center, by Brian Manusama, Michael Maoz, December 19, 2017, Gartner, Inc., Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz, Brian Manusama, May 8, 2017, and before 2013, this report was titled Magic Quadrant for CRM Custom Service Contact Centers., Forrester Research: The Forrester Wave: Real-Time Interaction Management, Q2 2017, Rusty Warner with Mary Pilecki and Clare Garberg, June 6, 2017, Forrester Research: The Forrester Wave: CRM Suites for Enterprise Organizations, Q4 2016, Kate Leggett, Stephen Powers, Mark Grannan, Sara Sjoblom, Chad Rafferty, and Peter Harrison, November 21, 2017.