The landscape of customer service technology has a clear leader, according to the latest industry analysis. Zendesk, the global leader in AI-powered service, has been named a Leader in the 2025 Gartner Magic Quadrant for CRM Customer Engagement Center. This recognition is believed to underscore Zendesk's continuous innovation, significant scale, and proven ability to deliver measurable business outcomes across Customer Service, Employee Service, and Contact Center as a Service (CCaaS).
Quick Intel
Zendesk is named a Leader in the 2025 Gartner Magic Quadrant for CRM Customer Engagement Center.
The recognition highlights its AI-first strategy and Resolution Platform.
The platform delivers 5 billion customer resolutions annually.
By year-end, 20,000 customers will be using Zendesk AI, the largest base in the service industry.
The platform unifies AI agents, copilots, and knowledge into a single system of action.
Solutions span Customer Service, Employee Service, and CCaaS with AI built-in.
An AI-First Approach to Service Resolution
This leadership position is driven by Zendesk's AI-first philosophy, which is fundamentally transforming how organizations deliver service. The company's focus is on driving real resolutions rather than simple deflection, leveraging a platform that unifies human and AI agents, copilots, knowledge, and workflows. "For us, success is defined by the 5 billion real resolutions we deliver every year," said Tom Eggemeier, CEO of Zendesk. "Every innovation... helps teams resolve issues faster and more effectively, shifting service teams from cost centers to revenue-driving, loyalty-creating strategic levers."
The Power of the Unified Resolution Platform
At the core of Zendesk's offering is its Resolution Platform, an AI-first solution designed to create a continuous system of action. The platform brings together advanced AI agents that handle routine requests, copilots that guide human agents in real-time, and automated quality assurance. This creates a connected ecosystem where every interaction improves the next. The rapid adoption of these capabilities is evident, with 20,000 customers projected to be using Zendesk AI by year-end, forming the largest base of AI users in the service industry.
Comprehensive Solutions for Modern Service Needs
Zendesk's capabilities are applied across three key solution areas. For Customer Service, its AI automates interactions to enable faster resolutions while supporting human agents. For Employee Service, it delivers seamless, AI-first support across departments like IT and HR. For CCaaS, Zendesk Contact Center bridges gaps between channels and systems with built-in AI and Workforce Engagement Management. This comprehensive approach simplifies operations and equips teams to deliver superior experiences from day one.
This recognition solidifies Zendesk's position at the forefront of the service industry. With a continued commitment to AI-powered innovation and a proven platform driving billions of resolutions, Zendesk is poised to remain a trusted partner for organizations worldwide, helping them navigate current challenges and future opportunities in customer and employee engagement.
Gartner Disclaimer
Gartner, Magic Quadrant for the CRM Customer Engagement Center, by Pri Rathnayake, Drew Kraus, Francesco Vicchi, Jim Robinson, 27 October 2025.
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Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow.
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