{"id":32991,"date":"2024-11-19T17:18:16","date_gmt":"2024-11-19T09:18:16","guid":{"rendered":"https:\/\/www.xiazhi.co\/?p=32991"},"modified":"2024-11-20T15:03:15","modified_gmt":"2024-11-20T07:03:15","slug":"gartner-magic-quadrant-for-the-crm-customer-engagement-center-2023","status":"publish","type":"post","link":"https:\/\/www.xiazhi.co\/en\/gartner-magic-quadrant-for-the-crm-customer-engagement-center-2023\/","title":{"rendered":"CRM \u5ba2\u6237\u4ea4\u4e92\u4e2d\u5fc3\u9b54\u529b\u8c61\u9650"},"content":{"rendered":"<p>\u81ea 2022 \u5e74\u5e95\u751f\u6210\u5f0f AI 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181w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/11\/\u4f01\u4e1a\u5fae\u4fe1\u622a\u56fe_1732007358728-768x849.webp 768w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/11\/\u4f01\u4e1a\u5fae\u4fe1\u622a\u56fe_1732007358728-1389x1536.webp 1389w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/11\/\u4f01\u4e1a\u5fae\u4fe1\u622a\u56fe_1732007358728-11x12.webp 11w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/11\/\u4f01\u4e1a\u5fae\u4fe1\u622a\u56fe_1732007358728-png.webp 1852w\" sizes=\"(max-width: 926px) 100vw, 926px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">CRM Customer Engagement Center \u7684\u5b9a\u4e49<\/h2>\n\n\n\n<p>Gartner \u5c06 CRM \u5ba2\u6237\u53c2\u4e0e\u4e2d\u5fc3 \uff08CRM-CEC\uff09 \u5b9a\u4e49\u4e3a\u4e00\u7ec4\u56f4\u7ed5\u6838\u5fc3\u6848\u4f8b\u7ba1\u7406\u5de5\u5177\u6784\u5efa\u7684\u6709\u51dd\u805a\u529b\u7684\u8f6f\u4ef6\uff0c\u8fd9\u4e9b\u5de5\u5177\u901a\u8fc7\u4e0e\u5ba2\u6237\u4e92\u52a8\u6765\u63d0\u4f9b\u5ba2\u6237\u670d\u52a1\u548c\u652f\u6301\uff0c\u540c\u65f6\u667a\u80fd\u5730\u7f16\u6392\u7ec4\u7ec7\u7684\u6d41\u7a0b\u3001\u6570\u636e\u3001\u7cfb\u7edf\u548c\u8d44\u6e90\u3002CRM-CEC \u5e94\u7528\u7a0b\u5e8f\u8fd8\u63d0\u4f9b\u5de5\u4f5c\u6d41\u7ba1\u7406\u529f\u80fd\uff0c\u53ef\u7528\u4f5c\u5ba2\u6237\u4ea4\u4e92\u7684\u8bb0\u5f55\u7cfb\u7edf\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u4ec0\u4e48\u662f\u5ba2\u6237\u670d\u52a1\u73b0\u4ee3\u5316\uff1f<\/h2>\n\n\n\n<p>\u901a\u8fc7\u5229\u7528\u6570\u636e\u3001AI\u3001\u81ea\u52a8\u5316\u548c\u534f\u4f5c\u7684\u529b\u91cf\uff0c\u5ba2\u6237\u670d\u52a1\u73b0\u4ee3\u5316\u4f7f\u670d\u52a1\u7ec4\u7ec7\u80fd\u591f\u63d0\u4f9b\u7aef\u5230\u7aef\u3001\u7075\u6d3b\u7684\u670d\u52a1\u5e73\u53f0\uff0c\u4ee5\u5b9e\u73b0\u8fd0\u8425\u8f6c\u578b\u3001\u63d0\u9ad8\u6548\u7387\u5e76\u4e3a\u5ba2\u6237\u521b\u9020\u57fa\u4e8e\u7ed3\u679c\u7684\u4ef7\u503c\u3002\u670d\u52a1\u4ee3\u7406\u83b7\u5f97\u4e86 AI Copilot 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\u5ba2\u6237\u4e92\u52a8\u4e2d\u5fc3\u4e2d\u8fd8\u6709\u66f4\u591a\u529f\u80fd\uff0c\u8fd9\u5728 Gartner \u7684\u529f\u80fd\u8981\u6c42\u548c\u8bbe\u8ba1\u6ce8\u610f\u4e8b\u9879\u5217\u8868\u4e2d\u663e\u800c\u6613\u89c1\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u53ef\u6269\u5c55\u7684\u57fa\u4e8e\u4e91\u7684\u7cfb\u7edf<\/li>\n\n\n\n<li>\u6570\u5b57\u53c2\u4e0e\u6e20\u9053<\/li>\n\n\n\n<li>\u7edf\u4e00\u6570\u5b57\u548c\u8bed\u97f3\u63a5\u89e6\u70b9<\/li>\n\n\n\n<li>\u4f7f\u7528\u60c5\u5883\u77e5\u8bc6\u7ba1\u7406<\/li>\n\n\n\n<li>\u4e92\u52a8\u81ea\u52a8\u5316<\/li>\n\n\n\n<li>\u4e3b\u52a8\u5411\u5ba2\u6237\u53d1\u9001\u6d88\u606f<\/li>\n\n\n\n<li>\u5458\u5de5\u656c\u4e1a\u5ea6\u7ba1\u7406 \uff08WEM\uff09 \u7ec4\u4ef6<\/li>\n\n\n\n<li>\u7528\u4e8e\u529f\u80fd\u4e30\u5bcc\u7684\u751f\u6001\u7cfb\u7edf<\/li>\n\n\n\n<li>\u4f4e\u4ee3\u7801\u5f00\u53d1<\/li>\n<\/ul>\n\n\n\n<p>\u7136\u800c\uff0c\u5176\u4ed6\u529f\u80fd\u6269\u5c55\u4e86\u6838\u5fc3 CRM Customer Engagement Center \u4ea7\u54c1\u3002\u5176\u4e2d\u5305\u62ec VoC \u5de5\u5177\u3001IoT \u548c RPA \u8fde\u63a5\u4ee5\u53ca\u5ba2\u6237\u6210\u529f\u529f\u80fd\u7b49\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Gartner \u9b54\u529b\u8c61\u9650\u9886\u5bfc\u8005<\/h2>\n\n\n\n<p>Gartner \u9b54\u529b\u8c61\u9650\u7684\u9886\u5bfc\u8005\u901a\u8fc7\u4ea7\u54c1\u3001\u670d\u52a1\u548c\u5ba2\u6237\u4f53\u9a8c\u5e2e\u52a9\u786e\u5b9a\u5e02\u573a\u65b9\u5411\u3002\u4ed6\u4eec\u8fd8\u63d0\u4f9b\u4e86\u4e00\u4e2a\u5168\u9762\u7684\u5e73\u53f0\uff0c\u53ef\u4ee5\u7075\u6d3b\u5730\u6ee1\u8db3\u4e0d\u540c\u5730\u533a\u548c\u884c\u4e1a\u7684\u9700\u6c42\u3002\u6700\u540e\uff0c\u4ed6\u4eec\u5c06\u81ea\u5df1\u7684\u89e3\u51b3\u65b9\u6848\u548c\u521b\u65b0\u9886\u5bfc\u529b\u4e0e\u5229\u7528\u65b0\u5174\u6280\u672f\u7684\u660e\u786e\u613f\u666f\u76f8\u7ed3\u5408\u3002\u4eca\u5e74\u7684\u9886\u5bfc\u8005\u662f\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Salesforce<\/li>\n\n\n\n<li>Microsoft<\/li>\n\n\n\n<li>Oracle<\/li>\n\n\n\n<li>Pegasystems<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u9886\u5bfc\u8005\uff1aSalesforce \u516c\u53f8<\/h3>\n\n\n\n<p>Gartner \u79f0\u8d5e Salesforce Service Cloud \u7684\u201c\u6574\u4f53\u53ef\u884c\u6027\u548c\u521b\u65b0\u6027\u201d\uff0c\u5b83\u5438\u5f15\u4e86\u4e0d\u540c\u7684\u884c\u4e1a\u548c\u7ec6\u5206\u5e02\u573a\u3002\u5728\u6b64\u8fc7\u7a0b\u4e2d\uff0c\u5206\u6790\u5e08\u6307\u51fa\uff0cCRM \u73b0\u5728\u662f Salesforce \u6700\u5927\u7684\u521b\u6536\u4ea7\u54c1\uff0c\u8fd9\u8ba9\u4eba\u4eec\u611f\u53d7\u5230\u4e86\u8be5\u89e3\u51b3\u65b9\u6848\u7684\u957f\u671f\u53ef\u884c\u6027\u3002\u6b64\u5916\uff0cGartner \u8fd8\u8d5e\u626c\u4e86\u4f9b\u5e94\u5546\u7684\u4ea7\u54c1\u6218\u7565\uff0c\u8be5\u6218\u7565\u5229\u7528\u5ba2\u6237\u53cd\u9988\u6765\u4ed4\u7ec6\u8003\u8651\u7ec4\u7ec7\u5982\u4f55\u66f4\u8f7b\u677e\u5730\u7406\u89e3\u548c\u5229\u7528\u65b0\u529f\u80fd\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u5f15\u7528\u6765\u6e90\u58f0\u660e<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Gartner\uff0cCRM \u5ba2\u6237\u4e92\u52a8\u4e2d\u5fc3\u9b54\u529b\u8c61\u9650\uff0cPri Rathnayake\u3001Wynn White\u3001Drew Kraus\uff0c2023 \u5e74 11 \u6708 1 \u65e5\u3002<\/li>\n\n\n\n<li>Gartner \u662f Gartner\uff0c Inc. \u548c\/\u6216\u5176\u9644\u5c5e\u516c\u53f8\u5728\u7f8e\u56fd\u548c\u56fd\u9645\u4e0a\u7684\u6ce8\u518c\u5546\u6807\u548c\u670d\u52a1\u6807\u5fd7\uff0c\u9b54\u529b\u8c61\u9650\u662f Gartner\uff0c Inc. 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