Salesforce Positioned in the Leaders Quadrant of the Magic Quadrant for CRM Customer Engagement Center 2017 for Ninth Consecutive Year

Evaluations based on completeness of vision and ability to execute

SAN FRANCISCO—May 11, 2017—Salesforce [NYSE: CRM], the world’s fastest growing top five enterprise software company and the #1 CRM provider globally, today announced that for the ninth consecutive year, Gartner, Inc. has positioned Salesforce as a Leader in its May 2017 Magic Quadrant for CRM Customer Engagement Center (CEC). Placement was given to Salesforce for Service Cloud, which empowers companies to deliver intelligent, personalized and seamless customer experiences across every channel.

“We believe Salesforce’s nearly decade-long run as a leader is validation of our incredible customer success and continued innovation in the customer service market,” said Adam Blitzer, EVP & GM, Salesforce Sales and Service Clouds. “With new Einstein AI-powered features, Service Cloud arms teams with the insights and tools they need to build deeper, more meaningful relationships and, ultimately, create customers for life.”

According to Gartner, “this Magic Quadrant examines the global market for customer service and support applications designed to 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 the very small (fewer than 20 agents), to the averagely sized (50 agents) and the very large, distributed centers (over 10,000 agents).”

Service Cloud Einstein: Deliver Smarter Customer Service on Every Channel
Powered by Salesforce Einstein AI, Service Cloud is the world’s #1 intelligent customer service platform. With Service Cloud, every service employee—whether in the call center, out in the field or on a video chat—has access to the insights needed to resolve any service issue quickly and efficiently, on any channel. Service Cloud Einstein, along with Salesforce’s leading solutions for sales, marketing, commerce, app development and more, empowers companies to deliver a consistent and personalized brand experience with every customer interaction.

Additional Information
The Gartner Magic Quadrant for CRM Customer Engagement Center 2017 is available here: https://www.salesforce.com/form/service-cloud/2017-gartner-magic-quadrant-crm-customer-engagement-center.jsp
Learn more about Salesforce Service Cloud here: http://www.salesforce.com/service-cloud/overview/
To learn how to Service Cloud can help deliver personalized service, visit Trailhead here: https://trailhead.salesforce.com/trail/service_cloud

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About the Gartner Reports
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