Gartner Positions Salesforce in the Leaders Quadrant in the 2015 Magic Quadrant for CRM Customer Engagement Centers, Worldwide
For the fifth consecutive year, Salesforce has been positioned by Gartner in the Leaders quadrant for its Service Cloud
Evaluation based on completeness of vision and ability to execute
SAN FRANCISCO—May 4, 2015—Salesforce [NYSE: CRM], the Customer Success Platform and world’s #1 CRM company, today announced that for the fifth consecutive year, Salesforce Service Cloud is positioned by Gartner, Inc. in the “Leaders” quadrant of the 2015 CRM Customer Engagement Center report. The evaluation is based on completeness of vision and ability to execute.
According to Gartner: The CRM Customer Engagement Center (CEC) refers to a logical set of business applications and technologies that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide reactive service to customers as they move among communications channels—including social media and community forums—while retaining the customers' context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.
The position of the companies in Gartner’s Magic Quadrants are based on rigorous analysis, backed up by highly structured methodologies.
“Continuous access to information and services has reset customers’ expectations for seamless and personalized customer service,” said Mike Milburn, SVP and GM of Service Cloud, Salesforce. “Salesforce’s Magic Quadrant position reinforces our leadership and commitment to product innovation. With Service Cloud, companies can exceed customers’ expectations for service, across every channel.”
Industry-Defining Companies Deliver Smarter Customer Service with Service Cloud
Service Cloud, the world’s #1 customer service app, enables companies to transform their support organizations and deliver exceptional customer service experiences. Over the last year, Salesforce extended its product leadership with revolutionary innovations to the Service Cloud, including intelligent workload management, a smart agent console, self-service communities and SOS for Apps, which enables live video support and on-screen guided assistance for any mobile app.
Industry-defining companies, such as Activision, Eurostar, and HP are using the Service Cloud to connect with their customers in a whole new way. Some companies that have deployed Service Cloud have seen an average of 42 percent faster case resolution, 40 percent decrease in support costs, an average of 40 percent increase in agent productivity and an average of 40 percent increase in customer satisfaction, according to a recent third-party research report sponsored by Salesforce.
The Gartner Magic Quadrant report for Customer Engagement Centers is available at: https://www.salesforce.com/form/pdf/gartner-customer-service-magic-quadrant-2015
Learn more about the Salesforce1 Service Cloud: http://www.salesforce.com/service-cloud/overview/
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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.
Gartner Glossary, http://www.gartner.com/it-glossary/customer-engagement-center-cec
Gartner, Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz,| Jim Davies, 27 April 2015
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