ServiceNow Named a Leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center
10 June 2020 - 11:30PM
Business Wire
ServiceNow’s CSM solutions reimagine the
customer experience to empower agents and drive fierce customer
loyalty
ServiceNow (NYSE: NOW), the company that makes work, work better
for people, has been named a Leader in the 2020 Gartner Magic
Quadrant for the CRM Customer Engagement Center. ServiceNow was
evaluated for its Customer Service Management (CSM) workflow
product. The company improved its position on the ability to
execute and completeness of vision axes compared to the previous
year.
With CSM, ServiceNow is the only company that can deliver on
both customer engagement and service operations with digital
workflows. ServiceNow CSM unites front-, middle- and back-office
teams to solve issues, fix problems before customers notice them,
and simplify engagement to quickly take care of customer requests.
ServiceNow CSM enables organizations to reimagine customer service
operations by helping them break down silos, be more proactive and
create instant satisfaction.
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 $1
million. And most recently, customers such as Disney+, 7-Eleven,
State of Tennessee, Verizon, Vodafone, Ardent Leisure’s Dreamworld,
Basware, Deakin University, Howard County, Ingles Markets, Kansas
City Southern Railway, Lloyds, Scripps Health, shared their
experiences using CSM at ServiceNow’s K20 digital conference.
“ServiceNow’s leadership in CSM is the result of our innovative
approach to creating exceptional end-to-end customer experiences,”
said Farrell Hope, senior vice president of Customer Workflows at
ServiceNow. “Today’s organizations need to re-think customer
service for the 21st century. With ServiceNow CSM, we’re helping to
deliver workflows that unlock great experiences for our customers
and their customers. ServiceNow's market position reflects our
success digitizing both simple and complex workflows to enhance
productivity and reduce operating costs.”
ServiceNow has continued to enhance and evolve its CSM offering,
with innovations including:
- Artificial intelligence and Virtual Agent: ServiceNow
has continued to enhance its AI capabilities. Specifically,
ServiceNow Virtual 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.
Additional Information
- 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," Brian Manusama, Nadine LeBlanc, 4 June 2020.
Gartner Disclaimer
Gartner does not endorse any vendor, product or service depicted
in our 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 ServiceNow
ServiceNow (NYSE: NOW) is making the world of work, work better
for people. Our cloud‑based platform and solutions deliver digital
workflows that create great experiences and unlock productivity for
employees and the enterprise. For more information, visit:
www.servicenow.com.
© 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
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Kari Ramirez 408-607-1315 press@servicenow.com
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