Executive Summary (This is a document excerpt)

Forrester evaluated leading eService suite vendors across more than 80 criteria and found that KANA's mix of business process, industry-leading Web collaboration, and proven scalability gave it the highest overall score of the seven products included in our evaluation. Other Leaders include ATG, with a winning combination of eCommerce and eService, and KNOVA, with high ratings for forum capabilities and search technology. Both Talisma and eGain placed in the Leader category as well; Talisma by virtue of its knowledgebase, forum offerings, and competitive pricing; eGain with a flexible and scalable platform, along with a strong business process orientation. Vendors Genesys and RightNow are Strong Performers. Genesys, a telephony vendor with increasing eService appeal, offers strong email management and integration capabilities, but it's missing the Web self-service features required for Leader status. RightNow, the only full CRM vendor included in our evaluation, wins high scores for offer management and interaction tracking but lacks the open platform and real-time analytics of other vendors.

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