Zendesk named leader for AI-first customer service by Gartner
Zendesk has been named a Leader in the 2025 Gartner Magic Quadrant for CRM Customer Engagement Centre.
The company's position in the report is attributed to its Resolution Platform, described as an AI-first solution designed to deliver billions of service resolutions each year. Zendesk states that its offering is based around the integration of artificial intelligence and automation, aiming to support both customer and employee service.
Chief Executive Officer of Zendesk, Tom Eggemeier, commented on the recognition:
"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. 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."
According to Zendesk, its Resolution Platform is structured to deliver what it refers to as 'real resolutions', focusing on the conclusion of customer interactions rather than simply reducing the number of human engagements. The platform is said to unify human and AI agents, as well as copilots, knowledge management and workflow tools, into a single system.
The AI features within the platform are intended to handle routine requests, offer support for agents in real time, and oversee automated quality assurance, with a knowledge engine that adapts over time. Zendesk claims this arrangement enables faster and more effective resolution of issues, while the system learns from ongoing interactions to further improve service quality.
Growing user base
Zendesk has reported growth in the adoption of its AI tools, with more than 20,000 customers expected to use Zendesk AI by the end of the year-the largest base of AI users in service, according to the company. The firm states that these customers span a variety of industries and use the Resolution Platform across multiple functions and channels.
Zendesk highlights three main areas supported by its platform: Customer Service, Employee Service, and Contact Centre as a Service (CCaaS).
In customer service, Zendesk AI is said to automate interactions while tailoring responses to customer needs, providing satisfaction and scalability through real-time insights and support for agents. Employee Service is highlighted as an offering which integrates with various departments, automating workflows for sectors including IT, HR, and legal. In the area of CCaaS, Zendesk's contact centre aims to link voice, messaging, AI capabilities and workforce management to streamline operations and improve response times.
Simon Harrison, Founder and Executive Partner at Actionary Research, said:
"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. 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."
Future commitments
Zendesk has stated its ongoing commitment to develop AI-powered service innovations, supported by teams across North America, Europe, and the Asia-Pacific region. The company affirms that its leadership position in the Gartner Magic Quadrant for CRM Customer Engagement Centre underlines its focus on meeting the changing needs of organizations and providing more tailored customer experiences.
According to Zendesk, combining automation, AI, and human expertise in service platforms is intended to help organisations create what it describes as seamless interactions for both customers and employees, continuing its efforts to address current challenges and new opportunities in the service sector.
