2021 Gartner Magic Quadrant for the CRM Customer Engagement Center


Freshworks is a Visionary Again!


Gartner 2021 Magic Quadrant on the CRM Customer Service Center has recognised Freshworks as a ’Visionary’ for it's cloud-based omnichannel customer service platform, Freshdesk. This is the sixth consecutive year on the quadrant and the second time as its ONLY Visionary.

This recognition underlines their success in helping customers establish digital-first customer service in response to the pandemic-led evolution in consumer behavior and expectations. Their intuitive user-first approach to product development, powerful native AI engine and ability to enrich omnichannel support with rich customer context have helped expand their presence among midmarket and enterprise companies.

We’re pleased to share a complimentary copy of the complete report where you can find Gartner’s take on the current CEC ecosystem and key considerations for businesses looking to implement CRM and CEC technologies.

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. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved. Gartner, Magic Quadrant for the CRM Customer Engagement Center, Brian Manusama, Nadine LeBlanc 4 June 2020.


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