2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

Zendesk is named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center. Every year, Gartner recognises the key players leading the way in the customer service and support space. The Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders looking for technology solutions that best meet their current and long-term needs. In the 2021 report, Gartner also acknowledges customer service organisations that immediately acted to adjust their operations and provide critical support to their clients in the wake of the COVID-19 pandemic. For the sixth year in a row, Zendesk can be found in the Leader quadrant, which we feel reflects the global success of our 170,000+ customers. At Zendesk, we recognise the past year was difficult and ushered in many unique challenges, including supporting and engaging with your customers in new and unfamiliar ways. That's why usability, agility and time to value have always been core to our DNA – we understand the importance of being able to engage your customers in the moment and when they need you the most. As companies continue to make seismic shifts in how they connect with customers, Zendesk is focused on releasing updates and key features that make an immediate impact, including automated conversation orchestration across channels and workforce management. In light of the COVID-19 pandemic, we also offered licensing relief, faster availability of digital customer service capabilities, a remote support bundle, and the Zendesk Vaccine Management Solution (in partnership with TCS). We made notable pricing improvements too, with prebuilt packages inclusive of omnichannel support as well as new add-on options. While we have continued to innovate, we have maintained our ease of use, customisation and administration so businesses can better serve their customers.

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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 Zendesk.

Gartner, Magic Quadrant for the CRM Customer Engagement Center, Nadine LeBlanc, Jim Davies, Varun Agarwal, 15 June 2021.

As a Leader in Magic Quadrant for the CRM Customer Engagement Center 2016 – 2021.