Gartner Magic Quadrant “CRM Customer Engagement Centre” (June 2021)

Gartner has recently published it’s Magic Quadrant for the CRM Customer Engagement Center (see here) with some interesting insight on the best technology platforms and software applications for the Customer Service and Support market.

Among the 6 leaders are the stronger players in the market with Salesforce leading the pack by some margin, followed by Pegasystems, Microsoft, ServiceNow, Zendesk, and Oracle.

Some interesting insights or comments from Gartner:

Salesforce Service Cloud

+ The continued investment in verticals by extending industry-specific offering. Be it by developing the product or acquiring other software solutions / companies.

Customers are showing concerns about high prices and contract inflexibility, as well as over-customisation of the platform.

Pegasystems Pega Customer Service

+ Praise is given to Pegasystems for its partnership and commitment to its customers’ digital transformation projects.

Customers flag that it’s very hard to find Pegasystems specialists, with relevant technical and industry experience, making it difficult to implement, develop and maintain.

Microsoft Dynamics 365

+ Customers highlighted the extensibility using the same codebase as the low-code Power Platform that underpins all Dynamics products and Microsoft-related systems.

Customers feel that they need a lot of training and support if they want to make the most out of the applications features and functionalities.

ServiceNow Customer Service Management

+ Gartner praises ServiceNow for its robust platform and capabilities around IT service management, asset management and real-time monitoring.

Customers complain about the complex and confusing licensing model, as well as the need to contract professional developers to configure and develop the platform.

Oracle Service Cloud

+ The report highlighted the features of OIA (fka Oracle Policy Automation), which enables some very clever self-service capabilities, when integrated with Service Cloud.

Customer’s continue disliking Oracle’s complex licensing model, as well as the time they need to skill-up, in order to develop, support and manage the software.

Zendesk for Service

+ Customers give a lot of praise to Zendesk’s innovation and ease of use, configuration, customisation. As well as for the agility, benefits and time to value.

Gartner states that, compared to some of the competition, Zendesk has limited vertical product strategy, which may hinder companies in certain regulated industries.

Oracle RightNow CX – Contact Center Experience

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The Contact Center Experience delivers end-to-end management of the customer journey through unified records, interfaces, and knowledge.

Even junior agents are able to deliver exceptional experiences consistently across every channel for operational efficiency and service excellence.

Contact Center Experience services

  • Dynamic Agent Desktop
  • Knowledge Foundation

Oracle RightNow CX – Web Experience

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The Web Experience provides a rich online customer experience solution so consumers can research, purchase, or resolve issues from any device.

It sets a standard for best-in-class service by allowing customers to interact on their own terms while companies increase conversions and lower service costs.

Web Experience services:

  • Intent Guide
  • Web Self Service
  • Mobile
  • Chat
  • Co-browse
  • Email Management

A brief description on RightNow CX

Oracle RightNow CX is an industry leading Cloud solution. It combines Web, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud, enabling organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort.

RightNow was founded in 1997 and acquired by Oracle in 2011. It started as a cloud service software focused on Customer Service with an integrated knowledge base. Currently RightNow CX is an industry leading that combines Web, Social and Contact Center experiences.

RightNow CX turned into a suite with marketing and sales functionality, voice automation, customer feedback management, analytics and a social platform. It delivers exceptional customer experiences that create loyalty, advocacy and repeat business, and hence grow revenue.

RightNow CX delivers seamless customer service across all channels (web, store, phone, mobile device), enables personalized interactions with the customer, maximizing customer satisfaction/retention and delivers a unified view of the customer improving operational efficiency by the agents.

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