This service may contain translations provided by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and noninfringement. Gartner's use of this provider is for operational purposes and does not constitute an endorsement of its products or services.
Customer Relationship ManagementReviews and Ratings
What is Customer Relationship Management?
Customer Relationship Management (CRM) refers to products and services that enable organizations to manage, analyze, and enhance customer interactions. This category includes markets that support functions such as customer engagement, service delivery, experience personalization, and operational efficiency - aimed at improving customer satisfaction, loyalty, and business outcomes.
SharePoint Server is a software developed by Microsoft that offers a platform for collaboration, document management, and information sharing within organizations. The software enables users to create, store, organize, and manage content such as documents, lists, and workflows. It supports features including enterprise search, access control, and integration with other business applications. SharePoint Server facilitates internal communication, automates business processes, and helps teams manage projects and content securely in a centralized environment. By providing tools for version control, metadata management, and site customization, the software aims to streamline business operations and support regulatory compliance across organizational departments.
SAP Fiori is a software that provides a user experience design system for SAP applications, focusing on simplifying and streamlining business processes. The software offers a collection of applications that cover a range of business tasks including finance, procurement, and human resources. SAP Fiori presents a role-based, responsive interface accessible across desktops, tablets, and smartphones, enabling users to complete work functions efficiently. The software emphasizes consistency in design and usability, supporting workflow automation and improving the accessibility of business data by presenting information in a clear and structured format. It addresses the need for improved interaction with enterprise applications, aiming to enhance productivity and decision-making within business operations.
Speech-to-Text is a software developed by Google that enables automatic conversion of spoken language into written text. The software employs machine learning models to transcribe audio into text in real time or from prerecorded files. It supports multiple languages and can recognize various dialects and accents. The software integrates with other applications via application programming interfaces, allowing businesses to process voice commands and transcribe customer interactions. It assists in automating workflows that involve audio inputs, such as call center recordings, dictations, and media content, thereby improving operational efficiency and accessibility for organizations that handle large volumes of spoken information.
SAP C/4HANA is a software suite designed to support customer experience management by integrating solutions for marketing, sales, commerce, service, and customer data. The software enables businesses to streamline and automate customer interactions across multiple channels, facilitating a unified approach to managing customer relationships. Key features include customer data management, service ticketing, automated sales processes, targeted marketing campaigns, and e-commerce functionalities. SAP C/4HANA addresses the business need for improved customer engagement, operational efficiency, and data-driven decision-making by providing centralized access to customer insights and tools that connect various operational functions involved in the customer journey.
Esker’s AI-powered Customer Service solution suite transforms B2B customer service operations by automating and orchestrating processes such as order management, inquiry handling and claims resolution. Built on Esker’s foundational automation capabilities and enhanced with Agentic AI, the platform enables more informed, context-aware, and autonomous decision-making and customer interactions. It combines advanced data capture, workflow automation, real-time visibility and seamless integration with enterprise systems and knowledge bases. AI agents support customer service teams while also enabling customer self-service — delivering timely, accurate and consistent responses across channels. Designed for the complexity of B2B environments, Esker optimizes order-to-cash interactions with the goal of reducing cost to serve, improving working capital and enhancing overall financial performance.
Freshchat is a software designed to facilitate customer engagement and communication for businesses through messaging channels. It enables organizations to interact with users via web, mobile, and social messaging apps, supporting real-time conversations and asynchronous messaging. The software provides features such as chatbots, automated responses, team collaboration tools, conversation assignment, multilingual support, and analytics for monitoring customer interactions. Freshchat aims to assist businesses in managing customer queries efficiently, delivering contextual information, and improving support operations by centralizing conversations from multiple platforms within a unified interface.
SAP Cloud Platform Experience Maker is a software designed to facilitate the development and management of digital experiences across various channels. It provides a set of tools and frameworks for creating web and mobile applications, integrating data from different sources, and delivering personalized content to users. The software supports workflows, automation, and analytics to optimize user engagement and streamline processes. It enables organizations to connect backend business systems with customer-facing interfaces, addressing challenges related to digital transformation and the delivery of consistent experiences. With capabilities for extensibility, security, and scalability, the software helps businesses respond to evolving user expectations and adapt their digital strategies.
SALESFORCE CRM is a software designed to help organizations manage customer relationships through a unified platform. It provides tools for tracking sales opportunities, managing contacts and accounts, automating workflows, and generating reports. The software supports integration with various business applications and enables collaboration among sales, marketing, and customer service teams. It offers customizable dashboards and analytics to assist with business decision making and forecasting. SALESFORCE CRM addresses challenges related to maintaining customer information, improving sales visibility, and streamlining business processes to enhance organizational efficiency.
Teradata Vantage Customer Experience is a software designed to help organizations gather, analyze, and act on customer data across various channels. The software integrates data from multiple sources to provide a unified view of customer interactions, enabling organizations to understand behaviors, preferences, and engagement patterns. It supports advanced analytics and real-time decisioning to personalize interactions and optimize experiences for individuals or audience segments. By facilitating data-driven insights, the software addresses the business problem of customer engagement and retention, helping organizations to improve marketing effectiveness, increase satisfaction, and drive strategic customer initiatives with actionable intelligence.
Desk.com (Legacy) is a software developed to manage customer service interactions and support workflows for businesses. The software offers features such as case management, multi-channel support including email, social media and phone, customizable reporting, and automation tools for handling inquiries efficiently. It allows teams to organize and prioritize support tickets, maintain customer records, and track performance metrics. Desk.com enables integration with other business systems and facilitates collaborative support efforts among team members. The software is designed to address the problem of managing large volumes of customer service inquiries across different communication channels, aiming to streamline support processes and improve response times.
Oracle OBI EE is a software that enables enterprises to perform business intelligence activities including reporting, data analysis, ad hoc queries, and interactive dashboards. It provides tools for collecting, storing, and visualizing data from various sources, allowing users to generate insights and make informed decisions. The software supports integration with multiple databases and data warehouses, offering customizable visualization options and role-based access. Oracle OBI EE addresses the business problem of transforming raw data into structured and actionable information to support strategy and operations. It facilitates collaboration within organizations by delivering relevant information in accessible formats, aiding the decision-making process without requiring advanced technical knowledge from end users.
RELAYTO Content Experience Platform is a software designed to transform static documents and presentations into interactive digital experiences for business communications. The software provides features for creating, managing, and distributing multimedia-rich content, incorporating elements such as videos, links, and dynamic forms within documents. RELAYTO Content Experience Platform enables organizations to present information in an engaging way, track viewer engagement through analytics, and organize materials for easy access and sharing. It aims to address the business challenge of increasing audience engagement and improving the effectiveness of content delivery across teams or external stakeholders by enabling flexible content customization and integration with various document formats and enterprise tools.
Rock Content Engage is a software designed to facilitate the creation, management, and distribution of interactive content for brands and publishers. The software offers tools for building quizzes, polls, contests, live blogs, and other engagement-boosting experiences, with customizable templates and analytics features that enable users to monitor audience interaction and measure campaign performance. Rock Content Engage supports content workflow management and collaboration, allowing teams to efficiently coordinate content production and publishing. The software addresses business challenges related to audience engagement and retention by enabling organizations to provide interactive digital experiences that foster higher user participation and data collection for informed decision-making.
WISEAI Customer Management software offers solutions to help organizations manage customer interactions and relationships by integrating artificial intelligence capabilities into customer service processes. The software provides features such as automated response handling, voice recognition, and analysis of customer inquiries to streamline and improve the efficiency of customer support operations. It is designed to optimize call center workflows, enhance the accuracy of information delivered to customers, and reduce the need for manual intervention. The software addresses the business need for scalable and consistent customer management by supporting multi-channel communication and enabling organizations to analyze and respond to customer data more effectively.
N5 Now is a software designed to streamline and automate property inspection and compliance processes for organizations managing property portfolios. The software provides tools for scheduling inspections, capturing and managing property data, tracking maintenance tasks, and generating compliance reports. It enables users to document property conditions using mobile devices, supports digital checklists, and integrates with workflow management systems to help ensure compliance with regulatory requirements. N5 Now aims to address challenges related to manual property inspection workflows by centralizing data, helping organizations reduce administrative tasks, improve accuracy in reporting, and maintain records for audit purposes.
Eptica Customer Engagement Suite is a software designed to support organizations in managing customer interactions across multiple digital channels including email, web, social media, and chat. The software provides tools for automating responses, centralizing customer communications, and analyzing interactions through integrated artificial intelligence and linguistic technology. It enables teams to deliver consistent responses and maintain a unified communication history. The software addresses the business problem of fragmented customer service by providing knowledge management, case tracking, and analytics capabilities to improve response accuracy, operational efficiency, and overall customer experience.
NICE Customer Engagement Solutions is a software designed to help organizations manage and optimize customer interactions across various communication channels. The software provides capabilities such as omnichannel routing, workforce optimization, analytics, and automation to support customer service operations. It enables businesses to monitor and analyze customer interactions, improve agent performance, ensure compliance, and streamline workflows. By integrating interaction data and providing actionable insights, the software addresses challenges related to service efficiency, operational consistency, and customer experience management. The software aims to support organizations in delivering timely and accurate responses by enhancing visibility and control over customer engagement processes.
LiveAgent is a software designed for customer support that integrates multiple communication channels such as email, chat, call, and social media into a unified platform. The software provides ticket management, automation, and reporting tools to streamline customer interactions and improve response times. It features a knowledge base, real-time chat, call center capabilities, and customer portal functionalities. LiveAgent helps organizations manage customer inquiries efficiently by organizing conversations and enabling collaboration between support agents. The software also supports integrations with external applications to enhance workflow and data synchronization. Its primary function is to optimize customer service operations and address customer support challenges faced by businesses.
MindTouch is a software designed to facilitate knowledge management and customer self-service by enabling organizations to create, manage, and deliver technical documentation and support content. The software offers features such as collaborative authoring, content organization, version control, and analytics to help users produce and maintain accurate and accessible information resources. MindTouch supports integration with customer relationship management and help desk systems to enhance information delivery within business workflows. It addresses business challenges related to internal knowledge sharing and external customer support by aiming to reduce support requests and improve information accessibility for employees and clients.
Centralpoint DXP is a software developed by Oxcyon that offers digital experience management capabilities for organizations seeking to centralize and organize content, data, and communication. The software provides tools for web content management, search, taxonomy, portal creation, and data integration. It enables users to automate document management, manage user roles and permissions, and deliver personalized experiences across multiple channels. Centralpoint DXP addresses business problems related to data silos and fragmented content by integrating diverse information sources, ensuring consistent communication, and allowing organizations to streamline operations and improve content governance.
This service may contain translations provided by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and noninfringement. Gartner's use of this provider is for operational purposes and does not constitute an endorsement of its products or services.
