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Gartner 2023 CEC Critical Capabilities: scores Vendors Knowledge Management Digital Engagement Automation of Engagements Composability Total eGain 4.8 4.7 4.4 4.2 18.1 salesforce 4.0 4.4 4.5 3.1 16.0 ORACLE 4.5 4.1 4.4 3.7 16.7 servicenow. 4.2 4.0 3.9 2.7 14.8 Microsoft 4.0 4.5 4.5 4.0 17.0 ☑zendesk 4.0 4.7 4.1 2.9 15.7 NICE ΝΑ ΝΑ ΝΑ ΝΑ ΝΑ VERINT ΝΑ ΝΑ ΝΑ NA ΝΑ KMS Lighthouse ΝΑ ΝΑ ¾ ΝΑ ΝΑ ΝΑ Slide 8

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