Zendesk, the global leader in AI-powered service, has been named a Leader in the 2025 Gartner Magic Quadrant for CRM Customer Engagement Center. Zendesk believes the recognition underscores its innovation, scale, and ability to deliver measurable business outcomes for Customer Service, Employee Service, and Contact Center as a Service (CCaaS).
“Our AI-first approach is transforming how organizations deliver service and has clearly elevated our presence and influence in the customer and employee service industry,” said Tom Eggemeier, CEO of Zendesk. “For us, success is defined by the 5 billion real resolutions we deliver every year. Every innovation, from copilots to AI agents to quality assurance and workforce engagement tools, helps teams resolve issues faster and more effectively, shifting service teams from cost centers to revenue-driving, loyalty-creating strategic levers in their organizations. We believe being named a Leader in this Magic Quadrant validates our momentum, reinforces the impact we are making, and inspires us to continue innovating for the customers we serve.”
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These capabilities come together across every function, channel, industry, and user, powering solutions that help organizations resolve issues faster and deliver better experiences for customers and employees alike. Solutions that the Resolution Platform supports include:
- Customer Service: Zendesk AI powers Zendesk’s Resolution Platform by automating customer interactions to enable smarter, faster resolutions. Designed to support – not replace – humans, it blends AI’s efficiency with agent empathy, automating routine tasks so agents can focus on what matters most. Zendesk AI uniquely understands customer interaction nuances, delivering precise, personalized experiences 24/7, while providing real-time insights and assurance that boost satisfaction, loyalty, and scalability.
- Employee Service: Zendesk empowers employees with seamless, AI-first service across every phase of work life. Built to deliver real resolutions across every department, from IT to HR to legal and beyond, it integrates with existing systems, automates workflows, and delivers fast, personalized support that boosts employee productivity and job satisfaction.
- CCaaS: Zendesk Contact Center, with AI built-in, bridges gaps between channels, agents, and systems, accelerating resolutions across voice, messaging, AI, and Workforce Engagement Management (WEM). It simplifies operations, eliminates fragile legacy complexities, and equips teams to deliver faster service and better experiences from day one.
“Zendesk has built one of the most comprehensive customer service platforms in the market, combining strong AI capabilities with a clear focus on resolution and customer experience,” said Simon Harrison, Founder and Executive Partner at Actionary Research. “Its continued investment in innovation and a full-service suite helps organizations deliver faster, more effective support. Zendesk’s approach is helping shape the future of intelligent customer engagement.”
SOURCE: PRNewswire