12 Years as a Leader in the Magic Quadrant for CRM CEC.

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Magic Quadrant for the CRM Customer Engagement Centre

Gartner has recognised Salesforce Service Cloud as a Leader in the Magic Quadrant for the CRM Customer Engagement Centre for the 12th year in a row.

We have achieved this by empowering our customers to offer:

A flexible agent console with natively integrated telephony, digital channels, and a 360° customer view
Self-service channels to scale support and help customers instantly
Embedded AI and process automation to make service faster and more efficient
Guided workflows and learning paths on Trailhead to increase productivity and grow skills

Salesforce also offers an agile, low-code platform and AppExchange ecosystem to adopt service solutions quickly.

Want to learn more? Download the report here.


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Gartner, Magic Quadrant for the CRM Customer Engagement Center, 4 June 2020, Brian Manusama, Nadine LeBlanc

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Gartner 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. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.