“Visionary” recognition for Freshworks in 2020 Gartner Magic Quadrant

“Visionary” recognition for Freshworks in 2020 Gartner Magic Quadrant

Freshworks Freshdesk

Gb Advisors is happy to announce that Freshworks just received a very important recognition as a “Visionary”, in this year’s Gartner Magic Quadrant for one of its outstanding products: Freshdesk.

As Freshworks premier partners and Freshdesk suppliers in Latin America, we are glad to know that the quality of this software has once again been endorsed by a global research and advisory firm like Gartner that provides information, advice, and tools for leaders in IT, finance, HR, customer service and support, communications, legal and compliance, marketing, sales, and supply chain functions.

Helping business leaders identify the latest customer service priorities; and evaluate a wide range of customer service applications to make the right choice. 

The Gartner Magic Quadrant for the CRM Customer Engagement Center (CEC) report evaluates the global market for customer service and support applications.

The Magic Quadrant research, identifies and then analyzes the most relevant providers; and their products/services in a market. For instance, Gartner uses by default an upper limit of 20 vendors to support the identification of the most relevant providers in a market. 

Freshworks FreshdeskThe inclusion criteria represent the specific attributes that analysts believe are necessary for inclusion in this research. Each vendor may submit one product or suite.

Gartner rates vendors upon two criteria: completeness of vision and ability to execute. As a result, these component scores lead to a vendor position in one of four quadrants:

Leaders, Challengers, Visionaries and Niche Players. 

  • Visionaries 

For Gartner, a vendor in the Visionaries quadrant delivers innovative products that address operationally or financially important end-user problems on a broad scale. 

On the other hand, they are ahead of many competitors in terms of delivering innovative products and delivery models. They point the way ahead and anticipate emerging and changing needs for customer service; while moving into the new sectors associated with them. 

In addition, they have strong potential to influence the direction of the CRM CEC market. 

Freshworks & Freshdesk

Freshworks is a Visionary in this year’s Magic Quadrant; last year, it was a Niche Player. Its Freshdesk omnichannel solution for small businesses and midsize enterprises is deployed in over 120 countries, with the bulk of Freshworks’ customers in the U.S., the U.K. and Western Europe. 

Most importantly, Freshworks shows vision with its expansion into workforce engagement management. Customer success management and field service management, and its integration of acquisitions in recent years. 

Midsize organizations focusing on innovation for customer engagements and looking for a customer-for-life vision should consider Freshworks.

The Freshworks’ vision for the Freshdesk product is to enable better customer conversations, with a focus on internal collaboration beyond agents

Above all, as Freshworks’ portfolio has matured, Gartner observed a growing number of larger-scale Freshdesk deployments contributing to almost 50% of its current revenue.

Currently, the Freshworks Marketplace has over 1,000 apps and connectors to support the company’s products. Which opens up an ecosystem for developers, customers and partners. 

Customer service and must deliver consistent, effortless, intelligent and personalized experiences. Certainly, that’s what Freshworks and Freshdesk are accomplishing. 

Freshworks FreshdeskMoreover, in order to fulfill that ambition, companies should use the four technology pillars of great customer service:  getting connected, process orchestration, knowledge and insight, and resource management.


In Gb Advisors we understand that customer support is one of the key components that define a company’s success. That’s why we are proud of our partnership with Freshworks, and we congratulate them on this new achievement.  

In addition, we are the only ones on the market that provides you with completely personalized service; that will succeed your business needs.  Contact us for more information. 


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