By 2022, 70% of customer interactions will involve an emerging technology such as machine learning applications, chatbots or mobile messaging, up from 15% in 2018.
By 2022, 20% of all customer service interactions will be completely handled by AI, an increase of 400% from 2018.
Customers are demanding consistency of treatment when self-service escalates to assisted service. In turn, application leaders will demand that vendors provide channel synchronization, better use of AI, team collaboration, contextual knowledge and event-centric treatment.
Market Definition/Description
This Magic Quadrant examines the global market for customer service and support applications that enable customer service and support agents to engage customers through their preferred communication channel. It covers a wide range of customer service applications for organizations with customer engagement centers (CECs), ranging from very small (fewer than 20 agents) through average size (50 agents) to very large, distributed centers (over 10,000 agents).
SalesForce, PegaSystems, Microsoft, Oracle and Zendesk are the leaders in "Gartner Magic Quadrant for the CRM Customer Engagement Center 2018"
By 2022, 20% of all customer service interactions will be completely handled by AI, an increase of 400% from 2018.
Customers are demanding consistency of treatment when self-service escalates to assisted service. In turn, application leaders will demand that vendors provide channel synchronization, better use of AI, team collaboration, contextual knowledge and event-centric treatment.
Market Definition/Description
This Magic Quadrant examines the global market for customer service and support applications that enable customer service and support agents to engage customers through their preferred communication channel. It covers a wide range of customer service applications for organizations with customer engagement centers (CECs), ranging from very small (fewer than 20 agents) through average size (50 agents) to very large, distributed centers (over 10,000 agents).
SalesForce, PegaSystems, Microsoft, Oracle and Zendesk are the leaders in "Gartner Magic Quadrant for the CRM Customer Engagement Center 2018"
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