In the recent years, we can observe the evolution of customer communications in the CRM market. Multichannel customer interactions, including chat, SMS, email, forums and social media, have created a new era in the relations between businesses and customers. The transformation of the call center into a multichannel Customer Engagement Center influenced a shift in the engagement strategies to meet customer expectations, evaluate their communication channels and devices as well as create CRM solutions to manage multiple customer interactions. A Customer Engagement Center (CEC) nowadays is a set of applications designed to provide customer service via variety of engagement channels. The goal of the CEC now is not only to ensure customer support, but also determine the next best action or the channel to interact with customers.
The variety of products for managing customer communications is overwhelming even to the industry experts, let alone business owners trying to make the smartest buying decisions possible in choosing a suitable CRM for their company. With this huge amount of information to consider and the variety of CRM features available, how is it possible to choose the CRM that best suits your business needs?
The Gartner Magic Quadrant for the CRM Customer Engagement Contact Center report analyzes the current CEC vendor landscape and the degree to which the market has responded to new customer behavior. If you are looking for a most suitable CEC solution provider, Gartner Magic Quadrant for the CRM Customer Engagement Center (CEC) is a helpful tool that supplies companies with the valuable information needed to make the best CRM-buying decision.
Gartner released the 2015 Magic Quadrant for the CRM Customer Engagement Center not long ago. In the 2015 Magic Quadrant for the CRM Customer Engagement Center (CEC) Gartner analysts examine the market trends for global customer service and support. According to Gartner, "A Gartner Magic Quadrant is a culmination of research in a specific market, giving you a wide-angle view of the relative positions of the market's competitors. By applying a graphical treatment and a uniform set of evaluation criteria, a Magic Quadrant helps you quickly ascertain how well technology providers are executing their stated visions and how well they are performing against Gartner's market view."
What kind of information can Gartner's report provide to business owners? Vendors, which have been included into the quadrant demonstrated a determined approach in the CRM field and offered an extensive range of functionality. The report offers a detailed evaluation of the market and each vendor's solution, providing decision makers with insightful data for selecting suitable software for their business based on their needs and requirements. The report also evaluates the opportunities and challenges that companies are going through while choosing and deploying customer relationship management systems.
If you are looking for the best CRM CEC solution for your system, it's advised to take a look at the most recent report or at least the key takeaways from the Gartner Magic Quadrant for the CRM Customer Engagement Center, 2015 to get helpful insights from one of the most respected research agencies.