In the global market for customer engagement software, Gartner recognizes Freshworks by placing it in 2019 Gartner Magic Quadrant for the CRM Customer Engagement Center.  It’s the fourth consecutive year that Freshworks has received this distinction. Gartner's Magic Quadrants are based on rigorous analysis and backed up by highly structured methodologies, where vendors are evaluated on completeness of vision and ability to execute.

We believe this recognition affirms our company vision of delivering “Customer-for-life” software, with a unified 360-degree customer engagement platform that unifies marketing, sales, customer support and now customer success, with our recent acquisition of Natero. Over the last year, we have rapidly expanded our mid-market and enterprise business, innovated on breakthrough technologies like AI-powered predictive engagement with our Freddy Omnibot platform and scaled our marketplace ecosystem with over 250 apps and a growing community for developers, customers, and partners.

About The Report

The 2019 Gartner Magic Quadrant for the CRM Customer Engagement Center (CEC) report 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 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?

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Gartner, Magic Quadrant for the CRM Customer Engagement Center, 11 June 2019, Brian Manusama, Nadine LeBlanc, Simon Harrison

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