{"id":505485,"date":"2021-06-22T09:05:58","date_gmt":"2021-06-22T13:05:58","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/servicenow-named-a-leader-in-the-2021-gartner-magic-quadrant-for-the-crm-customer-engagement-center\/"},"modified":"2021-06-22T09:05:58","modified_gmt":"2021-06-22T13:05:58","slug":"servicenow-named-a-leader-in-the-2021-gartner-magic-quadrant-for-the-crm-customer-engagement-center","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/servicenow-named-a-leader-in-the-2021-gartner-magic-quadrant-for-the-crm-customer-engagement-center\/","title":{"rendered":"ServiceNow Named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center"},"content":{"rendered":"

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ServiceNow Named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center<\/b><\/p>\n

ServiceNow Customer Service Management enables organizations to transform customer service and create great customer and employee experiences by helping them break down silos, be more proactive and quickly solve issues<\/i><\/p>\n

SANTA CLARA, Calif.–(BUSINESS WIRE<\/a>)–ServiceNow<\/a> (NYSE: NOW), the leading digital workflow company that makes work, work better for people, has been named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center.1 <\/sup>This is the second consecutive year that ServiceNow has been recognized as a Leader for its Customer Service Management<\/a> (CSM) solution. According to a 2021 Gartner Market Share report, ServiceNow\u2019s market share in worldwide revenue grew 75.6% in the Customer Service and Support market in 2020.2 <\/sup><\/p>\n

\nTransforming customer service requires looking at the end-to-end customer experience from initial engagement through issue resolution. Organizations traditionally focus on the engagement layer of customer service, which involves how customers make requests and how agents perform on the phone and in chats. Delivering great customer experiences also requires streamlining and automating the other critical aspect of customer service \u2013 fulfilling customers\u2019 requests \u2013 which is performed in the customer operations layer.\n<\/p>\n

\nServiceNow offers a unique set of capabilities, enabled by digital workflows, that unite front-, middle- and back-office teams to simplify engagement, solve issues quickly and fix problems before customers notice they exist.\n<\/p>\n

\n\u201cSpeed, agility and efficiency are must-have requirements for customer service in today\u2019s environment,\u201d said John Ball, SVP and GM of Customer Workflow Products at ServiceNow. \u201cPowered by the Now Platform, ServiceNow delivers a complete solution for customer engagement and operations to improve the end-to-end customer experience and drive operational efficiency across industries.\u201d\n<\/p>\n

\nServiceNow Customer Service Management is expected to be a $1B annual contract value (ACV) business for the company with an ACV run rate of more than $400 million as of the end of 2020. More than 1,500 customers use ServiceNow Customer Workflow products to modernize their customer service operations and drive customer loyalty, including AT&T, Capita Software, Lloyds Bank and Swarovski.\n<\/p>\n

\nServiceNow believes Gartner’s recognition of its CSM portfolio validates its approach to enhancing customer experiences by connecting customer engagement and customer operations with digital workflows.\n<\/p>\n

ServiceNow has continued to enhance and evolve its CSM offering, with innovations including:<\/b><\/p>\n