When it comes to market analysis for a particular type of solution such as CRM or Help Desk or Salesforce Automation Tools, most customers look for third party analyst reports from Forrester Group and Gartner Group who very scientifically analyze various vendors under that category based on criteria such as range of offering, market presence, depth of technology, financial strengths, user adoption, pace of innovation and so on.

The Forrester Wave 2019 for Customer Service Solutions

Forrester Wave is an analysis of customer service solutions (for teams ranging from small to very large) 12 vendors, including Zendesk, on 33 criteria broken down into 3 categories:

  • Current Offering

  • Strategy

  • Market Presence.


Zendesk continues to be a Strong Performer with a large Market Presence in this Wave report..

Zendesk Strengths according to Forrester:

  • Straightforward to deploy, use & manage

  • Elegant agent desktop with productivity aids

  • Highly usable knowledge management, which is tightly integrated with chatbot

  • Special appeal to digital-first companies or companies investing in their digital operations

  • Offers native telephony

  • Support newer channels such as in-app messaging and SMS in addition to chat, email, and social

  • Power modern experiences with SDKs and APIs

Gartner Magic Quadrant 2019 for CRM Customer Engagement

This is Zendesk's 4th straight year as a leader in the Magic Quadrant for Customer Engagement.


Zendesk moved up from last year to be ahead of Microsoft and Oracle into the 3rd leadership position on the MQ graphic.

Zendesk is the only modern alternative in the leader quadrant; The rest are more traditional, legacy systems.


Gartner about Zendesk Strengths:

  1. Fastest growing customer base

  2. Pace of innovation

  3. Worldwide success

  4. Promotes user adoption

  5. Practical AI-capabilities with Answer Bot

  6. Public cloud solution with Sunshine

  7. Marketplace with 750 apps

  8. Only MQ vendor to provide native voice support

© 2020 by Sentio Technologies Private Limited., Pune, India

Legal Disclaimer: All Logos used at this site are registered trademarks of respective companies and by using the logos Sentio Technologies Pvt Ltd does no intend to claim or imply to have any direct business relationship with those companies unless explicitly stated.