Magic Quadrant for the CRM Customer Engagement Center
Vendors or products added in this year’s report may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were added in this report.
Vendors or products dropped from one year to the next may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
Gartner has made substantial changes to the market definition, critical capabilities, and scoring criteria for the 2023 publication relative to the 2021 Magic Quadrant for CRM Customer Engagement Center. Therefore, year-over-year changes or comparisons to the previous version of the Magic Quadrant for this market should not be evaluated.
A: We review and adjust our inclusion criteria for Magic Quadrants as markets change. As a result of these adjustments, the mix of vendors in any Magic Quadrant may change over time. A vendor's appearance in a Magic Quadrant one year and not the next does not necessarily indicate that we have changed our opinion of that vendor. It may be a reflection of a change in the market and, therefore, changed evaluation criteria, or of a change of focus by that vendor.