SAN FRANCISCO, Aug. 3, 2020 /PRNewswire/ -- Salesforce [NYSE:
CRM], the global leader in CRM, announced that Salesforce has been
positioned by Gartner, Inc. as a Leader in its 2020 Magic Quadrants
in three categories: CRM Customer Engagement Center, Field Service
Management, and Sales Force Automation.
CRM Customer Engagement Center and Field Service
Management
Salesforce was named as a Leader in the Gartner Magic Quadrant
for CRM Customer Engagement Center for the twelfth consecutive
year. Salesforce believes its longstanding position in the quadrant
validates its customers who provide consistently high-quality
service throughout countless industries.
According to Gartner, "the CRM customer engagement center (CEC)
market includes software applications used to provide customer
service and support by engaging intelligently — both proactively
and reactively — with customers by answering questions, solving
problems and giving advice."
Now, Salesforce's long-standing reputation for supporting
service employees in the call center is extending to employees
working in the field. For the first time, Salesforce was named as a
Leader in the Gartner Magic Quadrant for Field Service Management.
Salesforce believes it continues to build momentum in this category
by focusing on the entire service lifecycle — all the way from the
call center to the last mile in the field.
"In response to COVID-19, service leaders in every industry had
to quickly adapt and find new ways to support employees while still
delivering quality service to their customers," said Mark Cattini, SVP of Field Service Management at
Salesforce. "This is one of the areas where Field Service Lightning
shines, with AI-powered scheduling and resource optimization that
ensure technicians arrive at the right time, with the knowledge to
successfully complete tasks the first time. This helps keep both
the technician and customer safe."
According to Gartner, "field service management (FSM) is a
discrete market within the broader customer service and support
software market. Field service providers (FSPs) typically dispatch
technicians to remote locations to provide installation, repair or
maintenance services for equipment or systems."
Sales Force Automation
Salesforce was named as a Leader in the Gartner Magic Quadrant
for Sales Force Automation for the fourteenth consecutive year
based on completeness of vision and ability to execute.
"Selling has changed dramatically over the last three months and
nearly every company is adjusting to a new reality," said
Doug Camplejohn, EVP and GM, Sales
Cloud. "We're honored to once again be named a leader for Sales
Force Automation. We know that our customers trust us to help them
navigate this new business landscape."
According to Gartner, Sales Force Automation are "systems that
support the automation of sales activities, processes and
administrative responsibilities for organizations' sales
professionals."
Additional Information
- A complimentary copy of the June
2020 Gartner Magic Quadrant for CRM Customer Engagement
Center
- A complimentary copy of the July
2020 Gartner Magic Quadrant for Field Service
Management
- A complimentary copy of the July
2020 Gartner Magic Quadrant for Sales Force Automation
- Follow @salesforce on Twitter
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.
About Salesforce
Salesforce is the global leader in
Customer Relationship Management (CRM), bringing companies closer
to their customers in the digital age. Founded in 1999, Salesforce
enables companies of every size and industry to take advantage of
powerful technologies—cloud, mobile, social, internet of things,
artificial intelligence, voice and blockchain—to create a 360° view
of their customers. For more information about Salesforce (NYSE:
CRM), visit: www.salesforce.com.
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SOURCE Salesforce