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 significantly revised the critical capabilities, use cases and scoring criteria in the 2025 publication, compared to the 2024 Magic Quadrant and Critical Capabilities for CRM Customer Engagement Center. Therefore, please do not evaluate year-over-year differences or make comparisons to the previous version of the Magic Quadrant and Critical Capabilities for this market.
A: 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.