Gartner just published their latest Magic Quadrant research on customer service and contact center applications and has recognized Freshworks as a ’Visionary’ for our cloud-based omnichannel customer service platform, Freshdesk.

We believe this confirms our ability to help businesses drive customer loyalty with our unique people plus bots strategy. Our customer service platform with native customer and agent-facing AI capabilities has helped us expand our mid-market and enterprise presence. We also believe that our ability to offer rich omnichannel support, a 360° view of the customer, and powerful collaboration tools have made us a regular on the Magic Quadrant.  

Why you should read this report

The 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center (CEC) report examines the global market for customer service and support applications. It helps business leaders identify the latest customer service priorities and evaluate a wide range of customer service applications to make the right choice. 

This Gartner report specifically answers the following questions:

  • How Gartner views the current CEC ecosystem?
  • How equipped are current vendors in addressing the demanding needs of today’s CECs?
  • What are the key considerations for businesses looking to implement CRM and CEC technologies?
  • How Gartner analysts evaluate and position Freshworks and other technologies and service providers?

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 in the U.S. and internationally, and is used herein with permission. All rights reserved.

Gartner, Magic Quadrant for the CRM Customer Engagement Center, Brian Manusama, Nadine LeBlanc 4 June 2020.

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