Quadrant Knowledge Solutions’ CRM Customer Engagement Center market research includes a detailed analysis of the global market regarding short-term and long-term growth opportunities, emerging technology trends, market trends, and future market outlook. The study provides a comprehensive market forecast analysis of the global market and the overall market adoption rate as well. This research provides strategic information for service vendors to better understand the existing market, supporting their growth strategies; and for users to evaluate different vendors’ capabilities, competitive differentiation, and market position. The research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. SPARK Matrix includes ranking and positioning of leading CRM Customer Engagement Center vendors, with a global impact. The SPARK Matrix includes an analysis of vendors, including Appian, Creatio, CRMNEXT, eGain, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP, ServiceNow, SugarCRM, Verint, Zendesk, Zoho.
According to Megha Rungta, Analyst at Quadrant Knowledge Solutions “CRM Customer Engagement Center (CEC) is gaining traction due to its ability to support for knowledge management, case management, workflow management and offering exclusive customer service and support. Vendors in this market are enhancing their existing capabilities by leveraging emerging technologies such as AI and ML for predictive analytics, proactive engagements across multiple touchpoints, improve resiliency, optimize performance and customer satisfaction.”
2022 CRM Customer Engagement Center SPARK Matrix
Source: Quadrant Knowledge Solutions
Table of Contents
Executive Overview
- Key Research Findings
Market Overview
Competitive Landscape and Analysis
- Key Competitive Factors and Technology Differentiators
SPARK Matrix™: Customer Experience and Commerce, 2022
Vendor Profiles
Research Methodologies
Custom Research Service
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- Detailed understanding of the industry structure, market participants, and value chain mapping
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- Strategic planning and tactical opportunities
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