Salesforce Positioned as a Leader in the 2018 Magic Quadrant for CRM Customer Engagement Center for Tenth Consecutive Year

Evaluation Based on Completeness of Vision and Ability to Execute

Salesforce, the global leader in CRM, announced that for the tenth consecutive year, Gartner Inc. has positioned Salesforce as a Leader in its May 2018 Magic Quadrant for CRM Customer Engagement Center.

Salesforce Service Cloud empowers companies to deliver intelligent, personalized and seamless customer experiences across every channel, empowering them to grow their businesses.

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“Customer expectations for service have never been higher. In order to thrive in the Fourth Industrial Revolution, companies must provide a seamless service experience spanning B2B and B2C,” said Bill Patterson, SVP and GM, Service Cloud, Salesforce. “As the world’s #1 platform for customer service, we’re committed to empowering every company to deliver personalized, connected customer experiences on every channel and device.”

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According to Gartner, “this Magic Quadrant examines the global market for customer service and support applications that enable customer service and support agents to engage customers through their preferred communication channel. It covers a wide range of customer service applications 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).”

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Service Cloud Empowers Companies to Transform Customer Service

Service Cloud, the world’s #1 intelligent customer service platform, enables companies to transform the customer and agent experience with an AI-powered, agile platform built for the modern era. Across every channel—whether messaging, video, communities, web chat, in-app, email, phone or even communicating directly with IoT-connected products—Service Cloud helps leading brands use service as a competitive advantage by delivering personalized, connected customer service experiences.

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