ServiceNow Named a Leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center
ServiceNow’s CSM solutions reimagine the customer experience to empower agents and drive fierce customer loyalty
CSM is ServiceNow’s fastest-growing workflow product. Of the more than 1,000 customers that use ServiceNow’s CSM technology to modernize their customer-service operations and drive customer loyalty, more than 50 of these customers are greater than
“ServiceNow’s leadership in CSM is the result of our innovative approach to creating exceptional end-to-end customer experiences,” said
Artificial intelligence and Virtual Agent:
ServiceNowhas continued to enhance its AI capabilities. Specifically, ServiceNowVirtual Agent is a powerful conversational experience that is powered by NLU. This AI-powered chatbot can deflect tickets, reduce call volumes, and automate common requests to deliver great service experiences.
- The Now Platform: The “platform of platforms” is built on a single code base and helps to streamline work by integrating siloed systems and digitizes simple and complex workflows across the enterprise.
- Adobe Experience Platform Integration: Enables more seamless, connected customer experiences by enhancing Adobe’s Real‑time Customer Profiles, with rich customer data and improved personalization of customer experiences across all touchpoints.
- The Gartner Magic Quadrant for the CRM Customer Engagement Center is available here: https://www.servicenow.com/lpayr/gartner-magic-quadrant-crm-customer-engagement-center.html
Gartner, Inc., "Magic Quadrant for the CRM Customer Engagement Center,"
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