ServiceNow is a leader in Gartner’s Magic Quadrant for 2020

Santa Clara-ServiceNow was named a “Leader” by Gartner in the latest Magic Quadrant for CRM Customer Engagement Center 2020. Digital workflow providers can secure this position through their customer service management (CSM) solutions.

With CSM, ServiceNow is the only company that can use digital workflows to ensure customer loyalty and seamless service. The solution brings together the front, middle and back office teams to solve and fix the problem, and then bring it to the customer’s attention. It also enables users to process customer queries faster.

Farrell Hope, Senior Vice President and General Manager of ServiceNow Customer Workflow“ServiceNow’s leadership in CSM is the result of our innovative approach to creating a unique end-to-end customer experience. Today’s businesses need to rethink 21st century customer service. With ServiceNow CSM, we help provide Its customers have well-experienced workflows. ServiceNow’s market position reflects our success in digitizing simple and complex workflows to increase productivity and reduce operating costs.”

Highlights of ServiceNow CSM:

• Artificial intelligence and virtual agents: ServiceNow has further improved its AI capabilities. The virtual agent is powerful and supported by NLU. AI-powered chatbots can reroute tickets, reduce call volume and automatically perform routine queries.
• Real-time platform: The “platform platform” is built on a single code base, which can rationalize the process by integrating the island system and digitize the simple and complex work processes of the entire company.
• Adobe Experience Platform integration: By using detailed customer data to enhance Adobe’s real-time customer profile and improve the personalization of the customer experience at all touch points, thereby achieving a more seamless and connected customer experience. (ServiceNow / mc)