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Salesforce: Leads Again

Salesforce has been identified as a leader in the Gartner Magic Quadrant for CRM Customer Service Contact Centers.

To determine the "leader" Gartner looks at vendors that are responding to the needs and challenges of "any channel" customer engagement. 

So what does being in the "Magic Quadrant" actually mean? It means that Salesforce's vision and level of execution are very high. It is worth mentioning that Salesforce's competitors in the leader's quadrant include sizable IT powerhouses, such as Microsoft and Oracle. 

It is said that over 100,000 customers worldwide are relying on Salesforce CRM apps to transform their business:


  • Agent productivity by 41%
  • Customer satisfaction by 33%
  • First contact resolution by 37% 
  • Customer retention by 31%



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