{"id":21823,"date":"2020-08-03T05:00:00","date_gmt":"2020-08-03T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&#038;p=21823"},"modified":"2024-09-16T15:07:56","modified_gmt":"2024-09-16T22:07:56","slug":"salesforce-positioned-by-gartner-as-a-leader-in-the-magic-quadrants-for-crm-customer-engagement-center-field-service-management-and-sales-force-automation","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/news\/press-releases\/2020\/08\/03\/salesforce-positioned-by-gartner-as-a-leader-in-the-magic-quadrants-for-crm-customer-engagement-center-field-service-management-and-sales-force-automation\/","title":{"rendered":"Salesforce Positioned by Gartner as a Leader in the Magic Quadrants for CRM Customer Engagement Center, Field Service Management, and Sales Force Automation"},"content":{"rendered":"\n<p><p><i>Evaluations Based on Completeness of Vision and Ability to Execute<\/i><\/p> <p> <\/p> <p><b>SAN FRANCISCO, August 3, 2020<\/b> &#8212; Salesforce [NYSE: CRM], the global leader in CRM, announced that Salesforce has been positioned by Gartner, Inc. as a Leader in its 2020 Magic Quadrants in three categories: CRM Customer Engagement Center, Field Service Management, and Sales Force Automation. <\/p> <p><b>CRM Customer Engagement Center and Field Service Management <\/b><\/p> <p>Salesforce was named as a Leader in the Gartner Magic Quadrant for CRM Customer Engagement Center for the twelfth consecutive year. Salesforce believes its longstanding position in the quadrant validates its customers who provide consistently high-quality service throughout countless industries.<\/p> <p>According to Gartner, \u201cthe CRM customer engagement center (CEC) market includes software 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<\/p> <p>Now, Salesforce\u2019s long-standing reputation for supporting service employees in the call center is extending to employees working in the field. For the first time, Salesforce was named as a Leader in the Gartner Magic Quadrant for Field Service Management. Salesforce believes it continues to build momentum in this category by focusing on the entire service lifecycle \u2014 all the way from the call center to the last mile in the field. <\/p> <p>\u201cIn response to COVID-19, service leaders in every industry had to quickly adapt and find new ways to support employees while still delivering quality service to their customers,\u201d said Mark Cattini, SVP of Field Service Management at Salesforce. \u201cThis is one of the areas where Field Service Lightning shines, with AI-powered scheduling and resource optimization that ensure technicians arrive at the right time, with the knowledge to successfully complete tasks the first time. This helps keep both the technician and customer safe.\u201d <\/p> <p>According to Gartner, \u201cfield service management (FSM) is a discrete market within the broader customer service and support software market. Field service providers (FSPs) typically dispatch technicians to remote locations to provide installation, repair or maintenance services for equipment or systems.\u201d<\/p> <p><b>Sales Force Automation<\/b><\/p> <p>Salesforce was named as a Leader in the Gartner Magic Quadrant for Sales Force Automation for the fourteenth consecutive year based on completeness of vision and ability to execute. <\/p> <p>\u201cSelling has changed dramatically over the last three months and nearly every company is adjusting to a new reality,\u201d said Doug Camplejohn, EVP and GM, Sales Cloud. \u201cWe\u2019re honored to once again be named a leader for Sales Force Automation. We know that our customers trust us to help them navigate this new business landscape.\u201d<\/p> <p>According to Gartner, Sales Force Automation are \u201csystems that support the automation of sales activities, processes and administrative responsibilities for organizations&#8217; sales professionals.\u201d<\/p> <p><b>Additional Information<\/b><\/p> <ul> <li>A complimentary copy of the <a href=\"https:\/\/www.salesforce.com\/form\/conf\/service-cloud\/gartner-cec-magic-quadrant-2020\/\">June 2020 Gartner Magic Quadrant for CRM Customer Engagement Center<\/a><\/li> <li>A complimentary copy of the <a href=\"https:\/\/www.salesforce.com\/form\/service-cloud\/gartner-magic-quadrant-field-service-2020\/\">July 2020 Gartner Magic Quadrant for Field Service Management<\/a><\/li> <li>A complimentary copy of the <a href=\"https:\/\/www.salesforce.com\/form\/sales\/gartner-mq-sfa-2020-report\/?d=7013y000000OWJHAA4&amp;nc=7013y000000OWJCAA4\">July 2020 Gartner Magic Quadrant for Sales Force Automation<\/a> <\/li> <li>Read the <a href=\"https:\/\/www.salesforce.com\/company\/news-press\/stories\/2020\/8\/salesforce-gartner-sales\">newsroom post<\/a><\/li> <li>Follow <a href=\"https:\/\/c212.net\/c\/link\/?t=0&amp;l=en&amp;o=2556487-1&amp;h=3718060683&amp;u=https%3A%2F%2Ftwitter.com%2Fsalesforce&amp;a=%40salesforce\">@salesforce<\/a> on Twitter<\/li> <\/ul> <p><i>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\u2019s 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.<\/i><\/p> <p><b>About Salesforce<\/b><\/p> <p>Salesforce is the global leader in Customer Relationship Management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies\u2014cloud, mobile, social, internet of things, artificial intelligence, voice and blockchain\u2014to create a 360\u00b0 view of their customers. For more information about Salesforce (NYSE: CRM), visit: <a href=\"https:\/\/www.salesforce.com\/\">www.salesforce.com<\/a>.<\/p> <p> <\/p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Evaluations Based on Completeness of Vision and Ability to Execute SAN FRANCISCO, August 3, 2020 &#8212; Salesforce [NYSE: CRM], the global leader in CRM, announced that Salesforce has been positioned by Gartner, Inc. as a Leader in its 2020 Magic Quadrants in three categories: CRM Customer Engagement Center, Field Service Management, and Sales Force Automation. [&hellip;]<\/p>\n","protected":false},"author":57,"featured_media":0,"template":"","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[],"sf_theme":[],"sf_topic":[1752,1745],"sf_product":[1747,1772,2363],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1724],"sf_collection":[],"sf_visibility":[],"coauthors":[2027],"class_list":["post-21823","sf_press_release","type-sf_press_release","status-publish","hentry","sf_topic-awards-and-recognition","sf_topic-sales","sf_product-agentforce-sales","sf_product-agentforce-service","sf_product-customer-360","sf_location-amer"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Salesforce Positioned by Gartner as a Leader in the Magic Quadrants for CRM Customer Engagement Center, Field Service Management, and Sales Force Automation - 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