The Forrester Wave™: Enterprise Data Fabric, Q2 2020

Data fabric focuses on automating the process integration, transformation, preparation, curation, security, governance, and orchestration to enable analytics and insights quickly for business success. It minimizes complexity by automating processes, workflows, and pipelines, generating code and streamlining data to accelerate various use cases such as customer 360, data science, fraud detection, internet-of-things (IoT) analytics, risk analytics, and healthcare insights.

AI/ML, Self-Service, And Graph Engine Are Key Differentiators

Oracle, Talend, Cambridge Semantics, SAP, Denodo, And IBM Lead The Pack in "The Forrester Wave™: Enterprise Data Fabric, Q2 2020".

2020 Magic Quadrant for the CRM Customer Engagement Center

By 2023, 30% of customer service organizations will deliver proactive customer service using artificial intelligence (AI), process orchestration and continuous intelligence.

Gartner’s Definition: The current reshaping of the customer engagement center (CEC) market is characteristic of the consolidation of the customer service technology market. Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service to their customers. The ability to orchestrate customer requests with assisted service, as well as with self-service, is one of the four pillars of great customer service within a leading customer service and support operation.

The four pillars of great customer service are:

1.    Getting connected

2.    Process orchestration

3.    Resource management

4.     Analytics and insights

Salesforce, Pegasystems, Servicenow, Microsoft, Oracle & Zendesk are the leaders in 2020 Magic Quadrant for the CRM Customer Engagement Center