Zendesk Named in Gartner Magic Quadrant for the Third Year in a Row

Zendesk, Inc, announced that for the third year in a row, Gartner Inc. has named the company a Leader in the Magic Quadrant for the CRM Customer Engagement Center.

With one of the fastest-growing customer bases of any vendor, Zendesk believes it was recognized for its overall value proposition, ease of set-up, usability, API integration and rapid adoption.

According to the report, “Customers are demanding consistency of treatment when self-service escalates to assisted service. In turn, application leaders will demand that vendors provide channel synchronization, better use of AI, team collaboration, contextual knowledge and event-centric treatment.”

Also Read: Zendesk Is Applying Machine Learning to Move Beyond Customer Service

“Companies looking to the future understand the increasing importance of designing seamless customer experiences. We feel that our placement in the Gartner Magic Quadrant is a reflection of the growing number of organizations that are investing in flexible, scalable software to deliver on this promise,” said Adrian McDermott, President of Products at Zendesk.

In May, Zendesk announced the launch of The Zendesk Suite. The Zendesk Suite is a new omnichannel offering that brings together the most popular customer communication channels in one simple package and price to help companies provide a consistent and connected customer experience.

In conjunction with the launch of The Zendesk Suite, Zendesk also unveiled Connect – a new product for proactive customer communication. Zendesk Connect enables customer service teams to send automated and timely messages based on a customer’s past actions and preferences. Companies can use Connect to help customers before they ask and to manage customer interactions across different channels.

The Suite integrates email, live chat, phone, self-service help centers, and any other channel connected into the platform—including social media. The product offers everything businesses need to allow conversations with customers to move from one channel to another without the customer having to repeat information.

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