Relay Designated a Gartner Cool Vendor in CRM Customer Service and Support

March 4, 2019

Leading analyst firm selects Relay as an innovative, impactful, and intriguing vendor in their annual customer service and support report.

Relay Network, the company taking the guesswork out of customer service, today announced that it has been recognized as a 2017 “Cool Vendor” in the CRM Service and Support report by Gartner, Inc. The research provides application leaders and customer service business buyers with a view of five Cool Vendors that bring innovation to the customer service and support space. Gartner’s report points out, “Make the customer journey transparent not only to your staff, but also to your customers. Consider Relay to create a continuous CX across multiple channels and devices.” The report also provides a number of key findings including the following:

  • Innovators are taking a unified approach to turn SMS, in-app communications and consumer messaging apps into platforms for businesses to use to engage with their customers.
  • Technology is emerging to create a cross-channel engagement experience that persists, and is transparent to both customers and the providers.”

Providing superior service and support is the new competitive battleground for companies as expectations for how customers want to interact with businesses continue to rise. Customers want easy and effective interactions, but businesses haven’t been able to meet such expectations despite the billions of dollars invested in multiple customer facing tools, apps, and portals.

Relay takes a different approach by connecting companies with their customers on a single, private web app built for service. Using Relay’s platform, businesses can easily create, deliver, and automate guided service experiences that proactively direct the right customer, through the right process, with the right tools. Unlike existing self-service solutions, Relay accelerates a business’ mobile user adoption to extend their service and support capabilities beyond apps, portals, and emails.

It is a huge honor to be named a Gartner ‘Cool Vendor.’ Customers today expect interactions with businesses to be digital, fast and personal. Our solution is the best way for businesses to deliver highly personalized and efficient customer experiences that reduce costs and build loyalty. This recognition by Gartner is confirmation that there’s incredible opportunity to improve the customer relationship by simply making things easy.

Matt Gillin, founder and CEO of Relay Network

Founded in 2010, Relay has attracted top consumer-facing enterprises across healthcare, telecommunications, travel, financial services, and utilities that are seeking a new, better, and cost-effective way deliver out a better customer service experience. Citizens Bank, Comcast, and other leading service based enterprises use Relay’s innovative communications platform to transform and improve their customer service and support efforts.

Cool Vendors in CRM Customer Service and Support, 2017” was released May 23rd by Gartner Analysts Olive Huang, Jim Robinson, Michael Maoz, Jim Davies, Brian Manusama, Jenny Sussin.

Gartner ( does not endorse any vendor, product or service depicted in our research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Want to learn more about Relay and how we’re transforming customer service and engagement for your industry? Reach out to us for a demo.

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