CRM Customer Engagement Center (CEC) Software
- 01. Appian is a low-code development platform tailored for building process automation workflows, which can include those for CEC use cases.
- 02. eGain Customer Engagement Suite offers a customizable packaged CEC application that is tightly coupled to the company’s knowledge management and digital customer communication platforms.
- 03. Freshworks for CX is built for use cases involving case management workflows and interdepartmental collaboration.
- 04. Microsoft Dynamics 365 Customer Service makes strong use of AI, including generative AI, to drive customer, agent, and administrator automation.
- 05. Oracle Fusion Service includes Oracle Service Center, Oracle Digital Customer Service, Knowledge Management, Intelligent Advisor, Oracle Field Service, Oracle Digital Assistant, Oracle service monitoring, and Customer Data Management.
- 06. Pega Customer Service offering delivers strong process automation capabilities, including the ability to create “microjourneys” that can be embedded into other applications.
- 07. Salesforce Service Cloud offers strong process automation capabilities, including those requiring data outside of Service Cloud.
- 08. SAP Service Cloud offers good process automation capabilities, particularly when integrated with the company’s ERP offerings
- 09. Sugar Serve - ServiceNow Customer Service Management product, which provides a strong ability to automate front, middle and back-office processes.
- 10. Streamline customer service and provide a differentiated, positive experience at every touch point with Sugar Serve, the customer support software for the customer service heroes.
- 11. Zendesk Suite includes full CEC services and functions, and offers good capacity for supporting customer interactions across a variety of digital channels in both self- and assisted-service deployments.
- 12. Zoho Desk offers basic customer service process orchestration capabilities for service and support teams.