Gartner Evaluates Top Customer Service Technology Platforms

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It’s imperative for organizations to deliver consistent, effortless and personalized customer experiences. But customer service technologies — including contact center, CRM and workforce engagement management platforms — typically span different business owners, each with their own budgets and priorities. Alignment between these technologies is critical in order to effectively connect a customer journey and create a leading customer service and support organization. Gartner assessed 32 customer service vendors and Talkdesk was named a vendor with the broadest set of customer service capabilities.

We believe customer service application buyers can use this guide to:

  • understand the customer service technology landscape
  • choose a central platform that supports the majority of their customer service ambitions
  • reduce the need for sustained tactical investment
  • prioritize areas of customer service investment while balancing customer, employee and organizational needs

Download the report to learn more about what Gartner recommends.


Gartner, Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace, Simon Harrison, Jim Davies, 29 October 2019
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 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.
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