ServiceNow is again a Gartner-named Leader in CRM Customer Engagement Center
I'm thrilled to share that ServiceNow has once again been named a Leader in the 2025 Gartner® Magic Quadrant™ for CRM Customer Engagement Center.1
This continued recognition, we feel, reflects a defining shift in how the category itself has evolved. For years, legacy vendors focused on omnichannel engagement only. Today, the market demands something fundamentally different: a unified AI-native platform that powers omnichannel self-service and orchestrates work across the enterprise to drive resolution.
This shift is exactly what ServiceNow® Customer Service Management and our industry solutions were built for. From banking to telecommunications, our focus has been on helping organizations deliver resolution that's fast for customers and effortless for every team involved—from initial contact in the front office to fulfillment in the middle and back offices.
We believe this is why Gartner continues to recognize us as a Leader—and we're just getting started.
Why a unified, AI-native platform matters
For years, companies were promised that omnichannel engagement and case intake were the answers. Offer voice, web, and chat, and customer experience would magically improve. But it didn’t. Customers still face long wait times, chatbots that frustrate, and agents who scramble to piece together answers because intake is only half of the equation.
The other half is resolution—getting the work done across systems and departments to fulfill a request. Whether it’s a banking dispute, telecom order, or warranty claim, these processes start in the front office but extend deep into the enterprise. Without a system of action, organizations rely on “swivel-chair” work, shared inboxes, and spreadsheets—slowing service and driving up costs.
This is where AI, data, and workflows built into the ServiceNow AI Platform change the game. We’ve built AI into every layer of the platform, which means agentic AI can automate self-service and orchestrate fulfillment end to end.
Real-time data flows across systems, reducing silos and giving AI agents and human agents complete context to act. And because every industry has unique processes, our industry-specific AI agents, data models, and prebuilt industry workflows accelerate deployment and automate complex tasks across the front, middle, and back offices without costly customization.
The results? Customers get fast, frictionless service in the channel of their choice, powered by AI agents that can handle everything from providing in-store support to triaging medical malpractice claims. Organizations cut complexity, reduce costs, and go live quickly with industry-specific data models and workflows.
It’s one platform with one architecture delivering faster time to value and lower total cost of ownership.
How Customer Service Management delivers
This foundation enables three critical capabilities that help organizations reimagine how they deliver service:
- AI agents that free teams to focus on what matters: AI agents autonomously triage cases, execute playbooks, and automate approvals while providing human agents with case summaries and suggested resolutions—all in a single workspace connected with leading contact center as a service (CCaaS) providers such as Genesys, Five9, and NiCE. Repetitive work is eliminated, productivity increases, and human agents gain time to focus on high-impact issues.
- Fast, frictionless self-service across every channel: Customers get answers and resolutions instantly across web, mobile, email, and voice—without waiting for a human agent. By modeling service entitlements and what customers own, every interaction is personalized to their unique needs, with issues resolved on the spot or routed to the right team with complete context.
- Accelerated resolution across departments: Work is orchestrated across the front, middle, and back offices. Tasks route automatically with complete context, actions trigger simultaneously, and approvals move forward without manual coordination—reducing operational costs and improving customer satisfaction.
What's ahead
As the CRM customer engagement center market evolves, our focus remains clear. We’re helping organizations move from managing conversations to orchestrating resolution across departments—transforming service into a competitive advantage that builds loyalty and growth.
We believe our recognition as a Leader in this Gartner Magic Quadrant is further proof of our continued commitment to expand CRM innovation while improving middle- and back-office operations to deliver seamless, personalized customer experience.
Get more insights in the complimentary Gartner Magic Quadrant report.
1 Gartner, Magic Quadrant for the CRM Customer Engagement Center, by Pri Rathnayake, Drew Kraus, Francesco Vicchi, and Jim Robinson, 27 October 2025
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