ServiceNow Named a Leader in the 2024 Gartner® Magic Quadrant™ for CRM Customer Engagement Center
ServiceNow (NYSE: NOW) has been recognized as a Leader in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center, based on its Completeness of Vision and Ability to Execute. The company's Customer Service Management (CSM) solution addresses traditional CRM limitations by focusing on both customer engagement and request fulfillment.
The company's CRM and Industry Workflows enable end-to-end service delivery through the Now Platform, which powers AI Agents that autonomously manage processes and collaborate with employees. Key solutions include AI Agents for automated task management, Customer Service Management for streamlined request handling, Field Service Management for physical operations, Sales and Order Management for revenue optimization, and Industry-specific solutions.
ServiceNow's platform integrates with partners like Genesys and Five9, offering features such as AI-powered case summarization, chat functionality, and virtual agents to enhance customer service efficiency.
ServiceNow (NYSE: NOW) è stato riconosciuto come Leader nel Magic Quadrant di Gartner 2024 per il Centro di Coinvolgimento Clienti CRM, basato sulla sua Completezza della Visione e Capacità di Esecuzione. La soluzione di Customer Service Management (CSM) dell'azienda affronta le limitazioni tradizionali del CRM concentrandosi sia sul coinvolgimento dei clienti che sull'adempimento delle richieste.
Le soluzioni CRM e i flussi di lavoro di settore dell'azienda consentono una consegna dei servizi end-to-end attraverso la Now Platform, che alimenta Agenti AI che gestiscono autonomamente i processi e collaborano con i dipendenti. Le soluzioni chiave includono Agenti AI per la gestione automatizzata dei compiti, Customer Service Management per una gestione semplificata delle richieste, Field Service Management per operazioni fisiche, Sales e Order Management per l'ottimizzazione dei ricavi e soluzioni specifiche per settori.
La piattaforma di ServiceNow si integra con partner come Genesys e Five9, offrendo funzionalità come la sintesi automatizzata dei casi alimentata da AI, funzionalità di chat e agenti virtuali per migliorare l'efficienza del servizio clienti.
ServiceNow (NYSE: NOW) ha sido reconocido como Líder en el Cuadrante Mágico de Gartner 2024 para el Centro de Compromiso del Cliente CRM, basado en su Completitud de Visión y Capacidad de Ejecución. La solución de Gestión de Servicio al Cliente (CSM) de la empresa aborda las limitaciones tradicionales del CRM al centrarse tanto en el compromiso del cliente como en el cumplimiento de solicitudes.
Los flujos de trabajo de CRM e Industriales de la empresa permiten la entrega de servicios de extremo a extremo a través de la Now Platform, que potencia Agentes de IA que gestionan procesos de manera autónoma y colaboran con los empleados. Las soluciones clave incluyen Agentes de IA para la gestión automatizada de tareas, Gestión de Servicio al Cliente para el manejo simplificado de solicitudes, Gestión de Servicio de Campo para operaciones físicas, Gestión de Ventas y Pedidos para la optimización de ingresos, y soluciones específicas de la industria.
La plataforma de ServiceNow se integra con socios como Genesys y Five9, ofreciendo características como la resumición automática de casos impulsada por IA, funcionalidad de chat y agentes virtuales para mejorar la eficiencia del servicio al cliente.
ServiceNow (NYSE: NOW)는 2024 가트너 CRM 고객 참여 센터 매직 쿼드런트에서 비전의 완전성과 실행 능력을 기반으로 리더로 선정되었습니다. 이 회사의 고객 서비스 관리(CSM) 솔루션은 고객 참여와 요청 이행 모두에 중점을 두어 전통적인 CRM의 한계를 해결합니다.
회사의 CRM 및 산업 워크플로우는 Now Platform을 통해 엔드 투 엔드 서비스 제공을 가능하게 하며, 이는 프로세스를 자율적으로 관리하고 직원과 협력하는 AI 에이전트를 지원합니다. 주요 솔루션으로는 자동화된 작업 관리용 AI 에이전트, 간소화된 요청 처리를 위한 고객 서비스 관리, 물리적 운영을 위한 현장 서비스 관리, 수익 최적화를 위한 판매 및 주문 관리, 그리고 산업별 솔루션이 포함됩니다.
ServiceNow의 플랫폼은 Genesys 및 Five9와 통합되어 AI 기반 사례 요약, 채팅 기능 및 고객 서비스 효율성을 높이는 가상 에이전트와 같은 기능을 제공합니다.
ServiceNow (NYSE: NOW) a été reconnu comme un Leader dans le Quadrant Magique de Gartner 2024 pour le Centre d'Engagement Client CRM, basé sur sa Complétude de Vision et sa Capacité d'Exécution. La solution de Gestion du Service Client (CSM) de l'entreprise aborde les limites traditionnelles du CRM en se concentrant à la fois sur l'engagement client et l'exécution des demandes.
Les flux de travail CRM et sectoriels de l'entreprise permettent une livraison de services de bout en bout via la Now Platform, qui alimente des Agents IA qui gèrent de manière autonome les processus et collaborent avec les employés. Les solutions clés incluent des Agents IA pour la gestion automatisée des tâches, la Gestion du Service Client pour un traitement simplifié des demandes, la Gestion des Services de Terrain pour les opérations physiques, la Gestion des Ventes et des Commandes pour l'optimisation des revenus, et des solutions spécifiques à l'industrie.
La plateforme de ServiceNow s'intègre avec des partenaires tels que Genesys et Five9, offrant des fonctionnalités telles que la synthèse de cas alimentée par l'IA, la fonctionnalité de chat et des agents virtuels pour améliorer l'efficacité du service client.
ServiceNow (NYSE: NOW) wurde als Leader im 2024 Gartner Magic Quadrant für CRM-Kundenengagement-Zentren anerkannt, basierend auf seiner Vollständigkeit der Vision und seiner Fähigkeit zur Umsetzung. Die Customer Service Management (CSM)-Lösung des Unternehmens addressiert die traditionellen CRM-Einschränkungen, indem sie sich sowohl auf das Kundenengagement als auch auf die Erfüllung von Anforderungen konzentriert.
Die CRM- und Branchen-Workflows des Unternehmens ermöglichen eine End-to-End-Servicebereitstellung über die Now Platform, die KI-Agenten betreibt, die Prozesse autonom verwalten und mit Mitarbeitern zusammenarbeiten. Zu den wichtigsten Lösungen gehören KI-Agenten für automatisiertes Aufgabenmanagement, Kundenservice-Management für die vereinfachte Bearbeitung von Anfragen, Field Service Management für physische Operationen, Verkaufs- und Auftragsmanagement zur Umsatzoptimierung und branchenspezifische Lösungen.
Die Plattform von ServiceNow integriert sich mit Partnern wie Genesys und Five9 und bietet Funktionen wie KI-unterstützte Fallzusammenfassungen, Chat-Funktionalität und virtuelle Agenten, um die Effizienz des Kundenservices zu verbessern.
- Named Leader in 2024 Gartner Magic Quadrant for CRM Customer Engagement Center
- CRM and Industry Workflows is company's fastest-growing business segment
- Launch of autonomous AI Agents for enhanced process management and task execution
- Integration capabilities with major Contact Center partners (Genesys, Five9)
- None.
Insights
ServiceNow's positioning as a Leader in Gartner's Magic Quadrant represents a strategic market validation for their CRM Customer Engagement approach. The company's rapid evolution from entering the customer service market in 2016 to achieving leadership status showcases remarkable market penetration. Their fastest-growing business segment - CRM and Industry Workflows - indicates strong product-market fit and revenue potential.
The platform's unified approach integrating front-end customer interactions with middle and back-office operations addresses a critical gap in traditional CRM systems. This comprehensive solution reduces operational friction and creates potential for increased market share in the $85.96 billion global CRM market. Their AI Agents technology, particularly the autonomous problem-solving capabilities, positions them ahead of competitors still focused on basic chatbot implementations.
Think of ServiceNow's platform as an orchestra conductor - while traditional CRMs only handle the string section (customer interactions), ServiceNow coordinates the entire orchestra (end-to-end service delivery). This differentiation, combined with industry-specific solutions, strengthens their competitive moat and supports premium pricing power.
The technical architecture of ServiceNow's platform reveals sophisticated engineering that sets it apart from traditional CRM solutions. The unified data layer enables seamless orchestration across systems - imagine it as a digital nervous system connecting all business processes. The platform's AI Agents represent a significant technological leap, moving beyond simple prompt-based interactions to context-aware autonomous operations.
The integration capabilities with Contact Center partners like Genesys and Five9, combined with configurable workspaces, demonstrate strong technical extensibility. Their industry-specific solutions leverage this foundation to create targeted applications - similar to building specialized tools using a versatile framework. The platform's ability to maintain context throughout service escalations indicates robust data management and system integration capabilities.
Recognition based on Completeness of Vision and Ability to Execute
ServiceNow Customer Service Management (CSM) solution excels at automating and optimizing front, middle, and back-office processes
ServiceNow entered the customer service and support market in 2016 to address a critical gap in traditional CRM systems, which mostly focused on capturing customer requests through omnichannel engagement. While engagement through front-end inputs is important, an exceptional customer experience also requires swift fulfillment and resolution of customer requests. ServiceNow CRM and Industry Workflows enable companies to provide seamless, end-to-end service — from the first customer interaction to efficient servicing and fulfillment across the middle and back office.
“What we believe sets ServiceNow apart is our ability to go beyond simple request intake to orchestrate the end-to-end customer service process through workflow automation, integrations, and data on an AI-powered platform, which is why CRM and Industry Workflows is our fastest-growing business,” said John Ball, senior vice president, CRM and Industry Workflows at ServiceNow. “This recognition from Gartner, coupled with strong year-over-year growth and market adoption, we feel validates our differentiated approach and mission to lead the transformation of customer service into a strategic advantage for businesses worldwide.”
ServiceNow delivers a unified data layer, workflows, and integrations to orchestrate the entire customer service process. The Now Platform powers AI Agents, recently launched by ServiceNow, which work autonomously to manage processes, execute tasks, and collaborate with employees to get work done for customers. Organizations can model their products and services with ServiceNow Customer Service Management to deliver personalized, dynamic, generative AI-powered self-service and assisted service to their customers.
Key solutions within ServiceNow CRM and Industry Workflows include:
- ServiceNow AI Agents: Autonomously solve complex business challenges and take decisive action, delivering measurable outcomes while reducing effort. AI Agents go beyond prompt-based activities to operate with deep contextual comprehension, enhancing existing AI capabilities within CSM, FSM, SOM, and industry solutions, enabling 24/7 productivity at scale, and setting new standards for speed and efficiency across the customer lifecycle. AI agent-powered case and chat summarization, post-call transcription, virtual agent, and AI agent search drive self-service and help boost live agent productivity.
- Customer Service Management (CSM): Enables organizations to streamline and personalize the placement and fulfillment of customer requests, empowering customers to self-serve, helping agents to respond quickly, and integrating processes across teams and systems to help ensure swift, accurate resolutions. ServiceNow CSM can seamlessly escalate requests to live agents through ServiceNow's Configurable Workspace, and integrations with Contact Center as a Service partners like Genesys and Five9, while maintaining the full context of a request.
- Field Service Management (FSM): Extends service capabilities to physical operations, allowing organizations to schedule, manage, and optimize field service tasks efficiently. FSM works seamlessly with CSM to provide connected service experiences.
- Sales and Order Management (SOM): Helps organizations increase revenue by streamlining lead and opportunity management and the configure-price-quote process, automating order fulfillment and proactively managing post-sales changes and renewals, uniting the sales and order lifecycles across front, middle, and back-office teams on the ServiceNow platform.
- Industry Solutions: Deliver purpose-built workflows extending CSM, FSM, and SOM for manufacturing, telecom, technology, retail, healthcare, the public sector, and financial services to address unique customer service challenges, enabling faster deployments and better outcomes. For example, ServiceNow Disputes Management, Built with Visa, provides a single, connected solution for disputes resolution.
ServiceNow's end-to-end AI-powered approach drives tangible business outcomes, can reduce resolution times, and ultimately improve customer satisfaction. Our recognition as a Leader in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center is further proof of how we believe ServiceNow is continuing to expand its advantage in CRM innovation, while transforming middle- and back-office operations for a unified, market-leading customer experience.
Additional Information
- Read the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center here.
- Learn more about ServiceNow CRM and Industry Workflows here.
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About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.
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