What is the report all about?

The 2018 Gartner report, Magic Quadrant for the CRM Customer Engagement Center (CEC), examines the global market for customer service and support applications.

The report covers a wide range of customer service tools for organizations with customer engagement centers (CECs), ranging from very small (fewer than 20 agents) through average size (50 agents) to very large, distributed centers (over 10,000 agents).

The Gartner report helps leaders and decision makers choose the customer service software ideal for the growth and functioning of their business.

In this report, you will find answers to the following questions:

  • How does Gartner view the CEC space today?
  • What are the latest emerging technologies in customer engagement?
  • Are the current vendors equipped to address the ever demanding needs of today’s CECs?
  • What are the key considerations for businesses looking to implement CEC technologies?
  • What are the strengths and weaknesses of Freshworks and other vendors?
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Freshworks has moved the dot once again

Freshworks’ suite of products covers the entire spectrum of customer engagement from sales to support to marketing optimization. In Gartner’s analysis of service providers operating in the CEC space, Freshworks has been recognized in the niche player quadrant again.

2018 Magic Quadrant for CRM Customer
Multichannel customer engagement

Freshworks helps you take care of all sales, support and marketing conversations with customers from multiple communication channels through its suite of tightly integrated applications.

Strong internal collaboration

Freshworks’ products like Freshdesk have powerful collaboration features which make it easy for support agents to loop in other internal teams in order to resolve problems faster and more efficiently.

Unified access to all customer information

Your ticketing system is integrated with your phone and chat software and also fetches customer information directly from your CRM. Sounds too good to be true? The Freshworks platform simplifies access to customer context that is scattered between multiple tools.

Endless customization

You can easily extend the capabilities of the Freshworks customer engagement platform by integrating with hundreds of apps from our Marketplace or even by building your own integrations on our developer platform.

150,000+ businesses around the world trust Freshworks

Know why our customers love us

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 is a registered trademark and service mark of Gartner, Inc. and/or its affiliates, and is used herein with permission. All rights reserved.

Gartner, Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz, Brian Manusama, 16 May 2018