ServiceNow named a Leader by Gartner in CRM customer engagement
I'm excited to announce that ServiceNow has been named a Leader in the Gartner® Magic Quadrant™ for the CRM Customer Engagement Centre 2024.1 We believe this recognition validates the completeness of our vision and our ability to execute.
ServiceNow® Customer Service Management bridges a critical gap between traditional customer relationship management (CRM), which primarily centres on service intake, and the way work gets done to resolve customer requests. Our focus is on helping organisations deliver end-to-end customer service, from initial contact in the front office to servicing and fulfilment in the middle and back offices.
Personalised, omnichannel self-service
By making it easy to define the products, services and types of support offered, Customer Service Management empowers organisations to provide personalised, consumer-grade, omnichannel customer engagement to capture requests. The structured data about the products, services and support enables self-service capabilities for web, mobile and generative AI (GenAI)-powered virtual agents.
While designed to be deployed in a self-service-first model, Customer Service Management provides the ability to escalate to a live agent at any time without losing context. This includes through unified routing with contact centre as a service partners, such as Genesys and Five9, for a consistent experience across all communication channels.
This is possible thanks to Now Assist for Customer Service Management, which uses GenAI to generate case and chat summarisations and post-call transcripts.
Single source of truth
All interactions are delivered to the ServiceNow Configurable Workspace, providing a single pane of glass to quickly fulfil customer requests, with tailored experiences for both frontline agents and middle-office teams.
ServiceNow provides workflows with automation, integrations and dedicated experiences to accomplish work on behalf of customers across the front, middle and back offices. This orchestration includes industry best-practice workflows to address customer requests, such as ServiceNow Disputes Management, Built with Visa.
The structured data, workflows and integrations are the input and instructions that power ServiceNow AI Agents to work autonomously in the background. These AI Agents work across systems, departments and silos to handle tasks, manage processes and collaborate with employees rather than simply serving them.
End-to-end customer service
This end-to-end AI-powered approach drives tangible outcomes, great customer experience with reduced resolution times and, ultimately, improved customer satisfaction.
We believe our recognition as a Leader in the Gartner Magic Quadrant for the CRM Customer Engagement Centre 2024 is further proof of our continued commitment to expand CRM innovation while transforming middle- and back-office operations to deliver a unified customer experience.
Get more insights in the complimentary Gartner Magic Quadrant report.
1 Gartner, Magic Quadrant for the CRM Customer Engagement Centre, Pri Rathnayake, Drew Kraus, Wynn White, 11 Dec. 2024
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