SAN FRANCISCO--(BUSINESS WIRE)--
Zendesk, Inc. (NYSE:ZEN) was positioned by Gartner, Inc. in the
“Leaders” quadrant in their May 4, 2016 CRM Customer Engagement Center
report. Zendesk was the only company to move quadrants in this year’s
report. The Gartner Magic Quadrant report for Customer Engagement
Centers is available at: https://www.zendesk.com/resources/gartner-magic-quadrant-crm/
“We are honored to jump into the Leaders quadrant for Gartner’s CRM
Customer Engagement Center report,” said Mikkel Svane, Zendesk chairman,
CEO and founder. “We believe it demonstrates our growing appeal in the
enterprise as we help large companies build better customer
relationships.”
According to the report, “By 2018, as more applications are built for a
cloud-based model, and as vendors deploy data centers in Europe and
Asia, SaaS will emerge as an essential selection factor for CRM customer
engagement centers in all geographies and for all levels of process
complexity.”
“Zendesk is driving innovation in customer service by delivering a
high-quality product with less complexity at a lower cost,” said Marcus
Bragg, SVP of worldwide sales and customer success at Zendesk. “By using
Zendesk, companies gain a competitive advantage and the agility to
scale, evolve and innovate.”
-
Zendesk Message, announced at Facebook’s F8 conference, is
a dedicated application that combines the power of automated
interactions with live support conversations in Facebook Messenger to
quickly and efficiently assist customers. Zendesk is
currently accepting enterprise companies in the early access program
at: www.zendesk.com/message
-
Satisfaction Prediction is the first machine learning and
predictive analytics feature for customer satisfaction, predicting how
likely a ticket is to receive a good or bad rating, thereby helping
organizations take action to ensure positive outcomes. Since launching
in beta, Satisfaction Prediction has analyzed over 7 million customer
interactions.
-
Advanced Voice empowers agents to provide voice support
from the same platform they use to manage all other support channels
and take calls from anywhere in the world, including their Zendesk
browser or mobile phones. Advanced Voice includes multi-level
interactive voice response to route customers to the right agent or
department and provide recorded responses for frequently asked
questions.
-
BIME Analytics will become the core technology powering
Zendesk’s customer data platform, enabling Zendesk to further
integrate data analytics capabilities across its products. BIME
Analytics’ modern architecture allows organizations to easily connect
and build queries across multiple live data sources and then analyze
results through stunning data visualizations.
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 designations.
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 Zendesk
Zendesk provides a customer service platform designed to bring
organizations and their customers closer together. With more than 75,000
paid customer accounts, Zendesk’s products are used by organizations in
150 countries and territories to provide support in more than 40
languages. Founded in 2007 and headquartered in San Francisco, Zendesk
has operations in the United States, Europe, Asia, Australia and South
America. Learn more at www.zendesk.com.
Source Zendesk, Inc
View source version on businesswire.com: http://www.businesswire.com/news/home/20160506005859/en/
Source: Zendesk