We’re proud to be named a leader in Gartner’s Magic Quadrant for the CRM Customer Engagement Centre for the 10th year in a row!

At Salesforce, we’re passionate about inspiring a world of innovators and trailblazers, and we’re using technology to do it. In the Fourth Industrial Revolution, we’re harnessing robotics, AI and the Internet of Things to transform the way people work and empower companies to take their businesses to new heights.

It’s with great excitement then, that we find we’re again named a leader in Gartner’s Magic Quadrant for the CRM Customer Engagement Centre for the 10th year running – proving that we are walking the walk.

Leading by example


Salesforce has always been about connecting with our customers in new and innovative ways. Now you can help your customers too, thanks to Service Cloud’s built-in intelligence.

We’ve taken ordinary customer service and transformed it to provide an amazing experience that allows every agent to turn the world’s most demanding customers into a company’s biggest fans. This isn’t just customer service. This is how you turn every single touchpoint into an incredible, memorable, tell-your-friends experience.

In this report, Gartner has recognised Salesforce as a leader, positioning us highest in ability to execute, and furthest in completeness of vision for the CRM Customer Engagement Center, in their Magic Quadrant.


Customer-led success


Salesforce is much more than a CRM software provider. We’re the world’s #1 customer service platform — and that has everything to do with our customers. They really inspire how we build and innovate our products. We believe that this is what sets apart from the rest:

1. Investments in integration technologies


Now companies can connect service to every part of their business. So they can deliver more personalised experiences for every customer — and create lasting relationships that turn a service centre into a growth engine.

2. Solutions that scale


We continue to expand and deliver the apps and solutions that can connect businesses with customers on any channel they might use now — and whatever comes next.

3. We’ve made it easy to for you to become a Trailblazer


From agents to managers, to admins to developers, Trailhead makes learning Service Cloud fun and easy with guided learning paths for every level. Our Ignite team works with customers to jumpstart their Salesforce integration to reach even their most ambitious goals more quickly and easily.

Here’s to 10 years of success and beyond


Salesforce was built on helping each and every customer succeed. That’s why earning this Gartner recognition is so important to us. It’s been an exciting decade, and we look forward to helping businesses connect to customers in whole new ways for another decade and beyond.

Check out our Second Annual State of Service report for more insights into how you too, can provide amazing, chat-worthy customer experience.

Gartner Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz, Brian Manusama, 16 May, 2018

From 2009-2012, salesforce.com was positioned as a leader in the Magic Quadrant for CRM Customer Service Contact Centers and from 2013-2014 Salesforce was included in the Magic Quadrant for the CRM Customer Engagement Center as salesforce.com.

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