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Het magische kwadrant 2021 van Gartner voor het CRM Customer Engagement Center
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1.334-.6 1.334-1.334V6.001a.66.66 0 0 0-.666-.667h-2.666c-1.107 0-2-.894-2-2zM9.334.666v2c0 .734.6 1.333 1.334 1.333h2c.6 0 .893-.72.466-1.133L10.468.199c-.413-.426-1.133-.12-1.133.467z"></path></svg>Whitepaper</span></a> <!-- -->•<!-- --> <!-- -->3 min read</h2><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Magic Quadrant 2021 voor het CRM Customer Engagement Center</h1><div class="sc-2a79ddc4-9 lcfxfO"><a target="_blank" rel="noopener noreferrer" href="https://d1eipm3vz40hy0.cloudfront.net/PR-018418_Zendesk_Gartner+Magic+Quadrant_One-pager_nl.pdf" data-interaction-type="button-primary" data-nmw-id="components.global.GatedContent.GatedLink" data-type="gated resource" style="margin-top:32px;margin-bottom:16px" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Download now<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" 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src="https://d26a57ydsghvgx.cloudfront.net/content/2019-gartner-magic-quadrant_social%401x.gif" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-2a79ddc4-1 bEEqbX jOJqak" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dATmVw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><section class="container"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin:unset" class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk is uitgeroepen tot Leider in het Magic Quadrant 2021 voor het CRM Customer Engagement Center.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Elk jaar erkent Gartner de belangrijkste marktleiders op het gebied van klantenservice en support. Het Gartner Magic Quadrant-rapport voor het CRM Customer Engagement Center biedt waardevolle informatie aan bedrijfsleiders die op zoek zijn naar technologische oplossingen die het beste aan hun huidige en langetermijnbehoeften voldoen. In het rapport van 2021 erkent Gartner ook de klantenserviceorganisaties die onmiddellijk actie hebben ondernomen om hun activiteiten aan te passen en kritieke ondersteuning bieden aan hun klanten in de nasleep van de COVID-19-pandemie. </p><img alt="Gartner Magic Quadrant 2021" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/Gartner+CRM+CEC+MQ+2021+quadrant+graphic.png" width="100%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Voor het zesde jaar op rij is Zendesk te vinden in het Leider-kwadrant. Wij beschouwen dit als een weerspiegeling van het wereldwijde succes van onze meer dan 170.000 klanten. We weten dat het afgelopen jaar moeilijk is geweest en veel unieke uitdagingen met zich mee heeft gebracht, waaronder het bieden van ondersteuning aan je klanten op nieuwe, onbekende manieren. Dat is de reden waarom bruikbaarheid, wendbaarheid en time-to-value altijd de kern van ons DNA zijn geweest. We weten hoe belangrijk het is dat je klanten contact kunnen opnemen wanneer ze je nodig hebben. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">En nu bedrijven drastische veranderingen doorvoeren in hoe ze ze zich verbinden met hun klanten, legt Zendesk de focus op het uitbrengen van updates en belangrijke functies die meteen impact hebben, waaronder geautomatiseerde organisatie van conversaties op verschillende kanalen en personeelsbeheer. In verband met de COVID-19 pandemie bieden we ook goedkopere licenties, snellere toegang tot digitale klantenservicemogelijkheden, een bundel voor support op afstand en de Zendesk Vaccine Management Solution (in samenwerking met TCS). </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">We hebben ook aanzienlijke prijsverbeteringen doorgevoerd, met kant-en-klare pakketten inclusief omnichannel ondersteuning en nieuwe uitbreidingsopties. Hoewel we altijd blijven innoveren, zijn onze gebruiksvriendelijkheid, administratie en mogelijkheid om dingen naar wens aan te passen onveranderd gebleven, zodat bedrijven hun klanten de beste service kunnen blijven leveren. </p><div class="accent-box accent-tofu"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Inhoud</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Het Gartner Magic Quadrant 2021 voor het CRM Customer Engagement Center-rapport kan voor een beperkte tijd gratis worden gedownload. Het volledige PDF-rapport bestaat uit:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 hhFmhj" color="kale"><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Hoe Gartner het huidige ecosysteem van CEC-technologieën ziet</p></div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Wat overwegingen van bedrijven zijn om CRM- en CEC-technologieën te implementeren</p></div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Welke mogelijkheden leveranciers hebben om te voorzien in de behoeften van de CEC’s van nu</p></div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Hoe Gartner-analisten Zendesk vergelijken met andere technologieën en serviceproviders</p></div></li></ul></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><em><font size="2">Gartner steunt geen enkele leverancier, product of service die in haar onderzoekpublicaties worden vermeld en geeft technologiegebruikers geen advies om alleen de leveranciers te selecteren met de hoogste beoordelingen of andere aanduidingen. De onderzoekpublicaties van Gartner bestaan uit de meningen van de onderzoekorganisatie van Gartner en mogen niet worden opgevat als verklaringen van feiten. Gartner geeft geen garanties, uitdrukkelijk of stilzwijgend, betreffende dit onderzoek, ook niet betreffende verhandelbaarheid of geschiktheid voor een bepaald doel. </font></em></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Deze grafiek is door Gartner, Inc. gepubliceerd als onderdeel van een groter onderzoeksdocument en moet worden beoordeeld binnen de context van het gehele document. Het document van Gartner is op aanvraag verkrijgbaar bij Zendesk.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Gartner, Magic Quadrant voor het CRM Customer Engagement Center, Nadine LeBlanc, Jim Davies, Varun Agarwal, 15 juni 2021</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Als Leider in het Magic Quadrant voor het CRM Customer Engagement Center 2016 – 2021</p></div></div></div></section></div></div></div></div></div></div></section></article></div><section class="Basestyle__BaseRoot-sc-3zktjg-1 iyMXdC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 kmkcfB Gridstyle__Row-sc-1uhmtis-1 Basestyle__BaseMainRow-sc-3zktjg-0 bEEqbX hlIKQB" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 ckLVTK Gridstyle__Col-sc-1uhmtis-2 hmvmFG" 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Een complete gids, voorbeelden en gratis sjablonen","tags":[],"resourceType":"article","category":{"link":"/blog/tags/service/","title":"Service","id":1771},"subcategory":{"link":"/blog/tags/tools-and-templates/","title":"Tools en sjablonen","id":3857},"key":"postBlock-202198879","publishedAt":"2023-06-19 15:11:45"}]},"attributes":{"_yoast_wpseo_focuskw":"","_yoast_wpseo_sitemap-html-include":"-","_encloseme":"1","nav-title":"Magic Quadrant 2021 voor het CRM Customer Engagement Center","article-custom-excerpt":"Zendesk is uitgeroepen tot Leider in het Magic Quadrant 2021 voor het CRM Customer Engagement Center.","thumbnail-image":"https://d26a57ydsghvgx.cloudfront.net/content/2019-gartner-magic-quadrant_social%401x.gif","thumbnail-image-alt":"","blog-post-hierarchy":"Select One","blog-post-gated":"1","blog-post-gated-img":"http://d26a57ydsghvgx.cloudfront.net/content/blog/ZD-Brandland-2_Final_x2.jpg","blog-post-gated-headline":"Magic Quadrant 2021 voor het CRM Customer Engagement Center","blog-post-gated-subheadline":"","blog-post-gated-content":"","blog-post-main-page-disable":"","blog-post-main-page-disable-checkbox-fix":"","blog-post-use-html":"1","sfdc-campaign-id":"70180000000OTL2","_edit_lock":"1627398207:5371","_edit_last":"5371","_pingme":"1","blog-post-load-wistia":"Select One","canonical":"https://www.zendesk.nl/blog/gartner-magic-quadrant-crm/","seoTitle":"Het magische kwadrant 2021 van Gartner voor het CRM Customer Engagement Center","seoDescription":"Download je gratis exemplaar van het Gartner Magic Quadrant 2021 voor het CRM Customer Engagement Center en ontdek waarom Zendesk voor het zesde jaar op rij erkend is als marktleider.","seoImage":"https://d26a57ydsghvgx.cloudfront.net/content/2019-gartner-magic-quadrant_social%401x.gif","twitterImage":"https://d26a57ydsghvgx.cloudfront.net/content/2019-gartner-magic-quadrant_social%401x.gif","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","hub":null,"spokes":[],"breadcrumbs":[{"link":"/blog/tags/service/","title":"Service","id":1771},{"link":"/blog/tags/customer-service-metrics-data/","title":"Analyse en data","id":3339},{"title":"Magic Quadrant 2021 voor het CRM Customer Engagement Center","link":""}],"path":"/blog/gartner-magic-quadrant-crm/","title":"Magic Quadrant 2021 voor het CRM Customer Engagement Center","publishedAt":"2020-06-07 12:00:00","updatedAt":"2021-07-28 04:49:56","updatedAtFormatted":"28 juli 2021","content":"\u003csection class=\"container\"\u003e\n\u003cdiv class=\"grid\"\u003e\n\u003cdiv class=\"row\"\u003e\n\u003cdiv class=\"col col-default\"\u003e\n\u003cp\u003eZendesk is uitgeroepen tot Leider in het Magic Quadrant 2021 voor het CRM Customer Engagement Center.\u003c/p\u003e\n\u003cp\u003eElk jaar erkent Gartner de belangrijkste marktleiders op het gebied van klantenservice en support. Het Gartner Magic Quadrant-rapport voor het CRM Customer Engagement Center biedt waardevolle informatie aan bedrijfsleiders die op zoek zijn naar technologische oplossingen die het beste aan hun huidige en langetermijnbehoeften voldoen. In het rapport van 2021 erkent Gartner ook de klantenserviceorganisaties die onmiddellijk actie hebben ondernomen om hun activiteiten aan te passen en kritieke ondersteuning bieden aan hun klanten in de nasleep van de COVID-19-pandemie. \u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Gartner Magic Quadrant 2021\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/Gartner+CRM+CEC+MQ+2021+quadrant+graphic.png\" width=\"100%\" height=\"100%\"\u003e\u003c/p\u003e\n\u003cp\u003eVoor het zesde jaar op rij is Zendesk te vinden in het Leider-kwadrant. Wij beschouwen dit als een weerspiegeling van het wereldwijde succes van onze meer dan 170.000 klanten. We weten dat het afgelopen jaar moeilijk is geweest en veel unieke uitdagingen met zich mee heeft gebracht, waaronder het bieden van ondersteuning aan je klanten op nieuwe, onbekende manieren. Dat is de reden waarom bruikbaarheid, wendbaarheid en time-to-value altijd de kern van ons DNA zijn geweest. We weten hoe belangrijk het is dat je klanten contact kunnen opnemen wanneer ze je nodig hebben. \u003c/p\u003e\n\u003cp\u003eEn nu bedrijven drastische veranderingen doorvoeren in hoe ze ze zich verbinden met hun klanten, legt Zendesk de focus op het uitbrengen van updates en belangrijke functies die meteen impact hebben, waaronder geautomatiseerde organisatie van conversaties op verschillende kanalen en personeelsbeheer. In verband met de COVID-19 pandemie bieden we ook goedkopere licenties, snellere toegang tot digitale klantenservicemogelijkheden, een bundel voor support op afstand en de Zendesk Vaccine Management Solution (in samenwerking met TCS). \u003c/p\u003e\n\u003cp\u003eWe hebben ook aanzienlijke prijsverbeteringen doorgevoerd, met kant-en-klare pakketten inclusief omnichannel ondersteuning en nieuwe uitbreidingsopties. Hoewel we altijd blijven innoveren, zijn onze gebruiksvriendelijkheid, administratie en mogelijkheid om dingen naar wens aan te passen onveranderd gebleven, zodat bedrijven hun klanten de beste service kunnen blijven leveren. \u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003ch2\u003eInhoud\u003c/h2\u003e\n\u003cp\u003e\nHet Gartner Magic Quadrant 2021 voor het CRM Customer Engagement Center-rapport kan voor een beperkte tijd gratis worden gedownload. 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You can analyze the entire website, or you can choose specific URLs that feature live chat widgets.","form_section_2_heading":"Estimating number of chats per hour","lbl_chat_hours":"How many hours will live chat support be available on your website?","tooltip_chat_hours":"When you’re just getting started with live chat support, stick to an average 8-hour workday (e.g. 9a to 5p). This reduces the number of incoming chats and contains the chats to predictable hours.","form_section_3_heading":"Estimating number of agents","lbl_chat_duration":"How long should agents spend on one live chat conversation (in mins)?","tooltip_chat_duration":"Agents spend an average of between 8 and 12 minutes solving one customer’s problem, but actual time spent per chat depends on the complexity of the issue and how much experience or expertise the agent has on that topic. 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This allows more time to conduct research in an internal knowledge base or dig into the customer’s account history.","result_heading":"Result","result_percent_customers":"Total percentage of customers requesting a chat","result_chat_volume":"Estimated chat volume","result_availability_period":"Chat availability period (in hours)","result_chats_per_hour":"Estimated chats per hour","result_recommended_agents":"Recommended number of agents","disclaimer_heading":"Disclaimer:","disclaimer_body_1":"Keep in mind that the above formula is merely a guide and ignores things like breaks for your agents, multiple shifts, and vastly different customer requirements. It shouldn’t replace a typical workforce management staffing calculator.","disclaimer_body_2":"Once you’ve settled on your staffing needs, keep monitoring your wait times and CSAT to ensure it’s the optimal number. 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Sluit je bij ons aan.","success":"Welkom bij de club!","form_email_lbl":"E-mailadres"},"exitModals":{"blog_heading_jp":"Aanmelden voor\u003c0\u003e\u003c/0\u003eonze nieuwsbrief?","blog_text_jp":"Je ontvangt de laatste nieuwtjes,\u003c0\u003e\u003c/0\u003eklantverhalen en tips over klantenservice.","blog_heading_us":"We hebben nog meer handige informatie voor je.","blog_text_us":"Meld je aan en ontvang klantinzichten, trends en meer in je inbox.","blog_heading":"We weten het. Dit is veel informatie.","blog_text":"Schrijf je in voor onze nieuwsbrief en lees alles in je eigen tempo.","heading":"Probeer Zendesk gratis uit","trial_subhead":"Probeer vandaag nog onze klantenserviceoplossingen.","heading_jp":"Productdemo's","demo_subhead":"Ervaar hoe onze klantenserviceoplossingen de klantervaring vergemakkelijken.","demo_btn":"Demo laten zien","trial_btn":"Probeer het gratis uit"}},"__N_SSG":true},"page":"/blog/[slug]","query":{"slug":"gartner-magic-quadrant-crm"},"buildId":"Ira_g3owBcF4NaIvX0kgX","assetPrefix":"/web-assets","isFallback":false,"isExperimentalCompile":false,"dynamicIds":[14352,24837,76883],"gsp":true,"appGip":true,"locale":"nl","locales":["us","au","br","de","dk","es","fr","gb","hk","it","in","jp","kr","mx","nl","se","sg","tw","th"],"defaultLocale":"us","domainLocales":[{"domain":"www.zendesk.com.br","defaultLocale":"br"},{"domain":"www.zendesk.de","defaultLocale":"de"},{"domain":"www.zendesk.es","defaultLocale":"es"},{"domain":"www.zendesk.fr","defaultLocale":"fr"},{"domain":"www.zendesk.co.uk","defaultLocale":"gb"},{"domain":"www.zendesk.hk","defaultLocale":"hk"},{"domain":"www.zendesk.co.jp","defaultLocale":"jp"},{"domain":"www.zendesk.kr","defaultLocale":"kr"},{"domain":"www.zendesk.com.mx","defaultLocale":"mx"},{"domain":"www.zendesk.nl","defaultLocale":"nl"},{"domain":"www.zendesk.tw","defaultLocale":"tw"},{"domain":"www.zendesk.com","defaultLocale":"us"}],"scriptLoader":[]}</script></body></html>