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Digital Transformation

Salesforce Named as a Leader in the Gartner 2020 Magic Quadrant for CRM Customer Engagement Center

Gartner recognized Salesforce for its completeness of vision and ability to execute that vision.

We believe Salesforce positioned highest and furthest thanks to our customers who use our innovative products to provide top-notch service.

Because Service Cloud is built on the Salesforce Customer 360 Platform, service agents can access customer data from across the organization, gaining a complete view of the customer.

Today we’re thrilled to announce that Gartner has named Salesforce a Leader in the CRM Customer Engagement Center Magic Quadrant for the 12th consecutive year. We are truly thankful for our customers continually pushing and co-innovating with us, and proud of our team for consistently delivering products that enable companies to deliver world-class service.

Salesforce remains committed to empowering every service employee – from agents in the call center to mobile workers in the field – with the right tools and data, as well as powerful automation and AI capabilities, to deliver the right information to customers fast across multiple channels, something that has become even more critical during these challenging times.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce.

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 organization 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.
  • A flexible agent console with natively integrated telephony through Service Cloud Voice, digital channels including newly added Channel Menu, Messaging for WhatsApp, Agent-Initiated Messaging, and a 360° customer view.
  • Embedded AI and process automation like Einstein Article Recommendations, Einstein Case Routing, Einstein Case Classification, Next Best Action to make service faster and more efficient.
  • Self-service channels and bots which can now share knowledge articles based on a customer’s search terms to scale support and help customers instantly. In fact, from February to April this year we saw a 97% uptick in bot usage as companies turned to them to help tackle the influx of service requests due to COVID-19.
  • Enhanced guided workflows and learning paths on Trailhead, our free online learning platform, to increase productivity and grow skills. To date, Trailhead learners have earned over 1.1 million service-focused badges.
  • An agile, low-code platform for building enterprise apps fast, and AppExchange ecosystem with over 8.1 million app installs to adopt service solutions quickly.

“Particularly in a time of crisis, service teams need the right tools and processes to respond to urgent questions and alleviate customer concerns,” said Bill Patterson, EVP and GM, CRM Applications at Salesforce. “With our commitment to constant innovation, we are helping companies quickly adapt to new challenges wrought by COVID-19, and provide the best service experiences for their customers, employees, and communities.”

The Power of the Salesforce Customer 360 Platform

Because Service Cloud is built on the Salesforce Customer 360 Platform, service agents can tap into customer data from multiple parts of the organization including marketing, commerce and sales, to deliver the best possible experiences. Integration capabilities open up the platform to let external data flow into Service Cloud – like rewards program information or product inventory data – which gives agents a complete view of the customer and enables them to deliver personalized service.

Service Cloud’s Role in Addressing the Pandemic

Gartner’s recognition comes on the heels of Salesforce pivoting its efforts to help companies tackle COVID-19. In March, Salesforce launched Salesforce Care for Employee and Customer Support, a free pre-configured customer service, contact center and employee help center application – built on Service Cloud and Salesforce Platform – that enables organizations to respond to inquiries fast, and keep customers and employees informed with crucial information.

Recently, we saw multiple customers from a variety of industries use Service Cloud to quickly pivot their operations in the face of COVID-19. A few examples:

  • When the company was forced to temporarily close retail branches due to COVID-19, 228 AAA Carolinas employees pivoted from their existing roles to focus on a new member outreach program using Service Cloud to create cases and conduct personalized customer outreach. The program was spun up in just five days, and one week after kicking off the team completed over 25,000 member calls, with over 80% of customers who were reached expressing appreciation for the call.
  • John Hancock had been handling over 4 million service calls every year with legacy, on-premise call center infrastructure before its migration to Salesforce. When COVID-19 hit and agents needed to shelter in place, John Hancock leaned in to a cloud contact center solution – built on Service Cloud and Amazon Connect. In doing so, John Hancock found new ways to tackle the daily demands of a high volume contact center, while keeping its employees safe.
  • With Service Cloud, VIZIO was successfully able to quickly pivot its service operations to a work-from-home model in response to the crisis, while maintaining consistent support and a high CSAT. Since the shift, VIZIO has been successful in maintaining agent productivity by providing the right training via myTrailhead, and Service Analytics are enabling them to keep a pulse on agent capacity and performance.

We’re looking forward to sharing details on new Service Cloud innovations later this year. Follow our newsroom at to stay up-to-date.


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