{"id":72420,"date":"2023-11-20T06:00:00","date_gmt":"2023-11-20T14:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=72420"},"modified":"2024-09-16T14:32:44","modified_gmt":"2024-09-16T21:32:44","slug":"gartner-customer-engagement-center-2023","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/gartner-customer-engagement-center-2023\/","title":{"rendered":"Salesforce Recognized as a Leader in the 2023 Gartner\u00ae Magic Quadrant\u2122 for CRM Customer Engagement Center"},"content":{"rendered":"\n<p>For the 14th consecutive year, Salesforce <a href=\"https:\/\/www.salesforce.com\/products\/service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a> has been named a leader in the <a href=\"https:\/\/www.salesforce.com\/form\/service-cloud\/2023-gartner-mq-cec\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">2023 Gartner Magic Quadrant for CRM Customer Engagement Center<\/a> report.<\/p>\n\n\n\n<p><strong>Why it matters: <\/strong>Gartner defines CRM Customer Engagement Center (CEC) as \u201csoftware applications used to provide customer service and support by engaging intelligently \u2014 both proactively and reactively \u2014 with customers by answering questions, solving problems, and giving advice.\u201d&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Developed for service teams and managers, Service Cloud allows organizations to deliver personalized customer service at scale with AI-powered insights, recommendations, and productivity tools.<\/li>\n<\/ul>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Awards and Recognition<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"93008\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/linked-content\/2026-gartner-magic-quadrant-for-mdm-solutions-salesforce-informatica-is-once-again-recognized-as-a-leader\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=1024\" class=\"content-card__image\" alt=\"Graph showing Informatica ranking on 2026 Gartner Magic Quadrant for Master Data Management Solutions.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/linked-content\/2026-gartner-magic-quadrant-for-mdm-solutions-salesforce-informatica-is-once-again-recognized-as-a-leader\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\t2026 Gartner\u00ae Magic Quadrant\u2122 for MDM Solutions: Salesforce (Informatica) is Once Again Recognized as a Leader\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92804\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/stories\/forrester-wave-industry-cloud-public-sector-q1-2026\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-Named-a-Leader-in-the-Forrester-Wave-for-Industry-Cloud-Solutions-for-Public-Sector.png?w=1024\" class=\"content-card__image\" alt=\"Chart showing top industry cloud solutions for public sector based on strength of offering and strength of strategy.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-Named-a-Leader-in-the-Forrester-Wave-for-Industry-Cloud-Solutions-for-Public-Sector.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-Named-a-Leader-in-the-Forrester-Wave-for-Industry-Cloud-Solutions-for-Public-Sector.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-Named-a-Leader-in-the-Forrester-Wave-for-Industry-Cloud-Solutions-for-Public-Sector.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-Named-a-Leader-in-the-Forrester-Wave-for-Industry-Cloud-Solutions-for-Public-Sector.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-Named-a-Leader-in-the-Forrester-Wave-for-Industry-Cloud-Solutions-for-Public-Sector.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-Named-a-Leader-in-the-Forrester-Wave-for-Industry-Cloud-Solutions-for-Public-Sector.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-Named-a-Leader-in-the-Forrester-Wave-for-Industry-Cloud-Solutions-for-Public-Sector.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-Named-a-Leader-in-the-Forrester-Wave-for-Industry-Cloud-Solutions-for-Public-Sector.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-Named-a-Leader-in-the-Forrester-Wave-for-Industry-Cloud-Solutions-for-Public-Sector.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-Named-a-Leader-in-the-Forrester-Wave-for-Industry-Cloud-Solutions-for-Public-Sector.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/forrester-wave-industry-cloud-public-sector-q1-2026\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSalesforce Named a Leader in Analyst Evaluation of Industry Cloud Solutions For Public Sector\u00a0\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t3 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/72420\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p><strong>Driving the news: <\/strong>The Gartner Magic Quadrant\u2122 uses a two-dimensional matrix to evaluate CRM CEC companies based on their Completeness of Vision and Ability to Execute considering factors such as product\/service, overall viability, execution\/pricing, market responsiveness and track record, and customer experience.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Gartner recognized Salesforce\u2019s Service Cloud as a Leader in both its vision and ability to execute.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><strong>The Salesforce perspective:<\/strong> &#8220;We&#8217;re honored to be recognized as a Customer Engagement Center Leader for the 14th consecutive year,&#8221; said Ryan Nichols, General Manager of Service Cloud at Salesforce. \u201cService Cloud continues to redefine the role of AI in customer service, from self-service bots to contact center agents to field technicians. Our AI-powered innovations are reshaping the service industry, ushering in a new era of extraordinary customer experiences.\u201d<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Service Cloud continues to redefine the role of AI in customer service, from self-service bots to contact center agents to field technicians. Our AI-powered innovations are reshaping the service industry, ushering in a new era of extraordinary customer experiences.\u201d<\/p>\n<cite>Ryan Nichols, General Manager of Service Cloud at Salesforce<\/cite><\/blockquote>\n\n\n\n<p><strong>The customer perspective<\/strong>: Gartner Peer Insights is a public platform that offers verified, first-hand reviews of enterprise software and services from experienced IT professionals. \u201cI love the product. It is industry-defining and allows us to build a world-class experience for our customer service agents without needing to reinvent the wheel.\u201d \u2014&nbsp;<a href=\"https:\/\/www.gartner.com\/reviews\/market\/crm-customer-engagement-center\/vendor\/salesforce\/product\/salesforce-center-cloud\/review\/view\/3758862\" target=\"_blank\" rel=\"noreferrer noopener\">Senior Customer Experience Design Analyst<\/a><\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tReimagine service with trusted AI.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/products\/service\/\" target=\"_blank\">\n\t\t\t\t<span>Learn about Service Cloud<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-about-service-cloud\"><strong>About Service Cloud<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Service Cloud unifies every aspect of service \u2014 from the contact center to the field \u2014 and empowers service teams with trusted and secure AI to scale support, boost productivity, and increase cost savings.<\/li>\n\n\n\n<li>Salesforce recently unveiled <a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-for-field-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">new AI innovations for field service<\/a> that empower the mobile workforce to work faster, increase efficiency, drive more revenue, and build stronger customer relationships.&nbsp;<\/li>\n\n\n\n<li>Salesforce recently announced <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2023\/06\/29\/sales-service-gpt-news\/\" target=\"_blank\" rel=\"noreferrer noopener\">general availability of new AI-powered Service Cloud solutions<\/a>, which embed trusted generative AI into the flow of work with auto-generated personalized responses, work summaries, knowledge articles, and mobile work briefings.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-go-deeper\"><strong>Go deeper<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn how<a href=\"https:\/\/www.salesforce.com\/news\/stories\/air-india-customers\/?amp\" target=\"_blank\" rel=\"noreferrer noopener\"> Air India deployed Service Cloud and other Salesforce AI solutions<\/a> to streamline its contact center and customer-facing channels<\/li>\n\n\n\n<li>See how sales and service professionals are using <a href=\"https:\/\/www.salesforce.com\/news\/stories\/sales-service-research-generative-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">generative AI<\/a> to serve customers faster <a href=\"https:\/\/www.salesforce.com\/news\/stories\/sales-service-research-generative-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/li>\n\n\n\n<li>Read a <a href=\"http:\/\/salesforce.com\/form\/service-cloud\/2023-gartner-mq-cec\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">complimentary copy<\/a> of the 2023 Gartner Magic Quadrant for CRM Customer Engagement Center<\/li>\n\n\n\n<li>Learn more about Service Cloud <a href=\"https:\/\/www.salesforce.com\/products\/service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>For the 14th consecutive year, Salesforce Service Cloud has been named a leader in the 2023 Gartner Magic Quadrant for CRM Customer Engagement Center report. Why it matters: Gartner defines CRM Customer Engagement Center (CEC) as \u201csoftware applications used to provide customer service and support by engaging intelligently \u2014 both proactively and reactively \u2014 with [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":72426,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1735],"sf_theme":[1912],"sf_topic":[1752,1726],"sf_product":[1772,2363,2796,19249,1748],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-72420","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-news-highlights","sf_theme-digital-transformation","sf_topic-awards-and-recognition","sf_topic-digital-transformation","sf_product-agentforce-service","sf_product-customer-360","sf_product-einstein","sf_product-einstein-ai","sf_product-salesforce-platform","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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