For Business Process & Applications Professionals (Length: 19 pages)

May 25, 2006

The Forrester Wave™: eService Suites, Q2 2006

KANA, ATG, And KNOVA Lead In Our Product Evaluation

by John Ragsdale

with Chip Gliedman, Ian Schuler


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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TABLE OF CONTENTS

NOTES & RESOURCES

itemThe eService Niche Evolves Into Consumer CRM

itemThe Customer Experience Is King

itemMultiple Vendor Categories Compete For eService Deals

itemeService Suites Evaluation Overview

itemeService Suites Evaluation Criteria

itemWhat's New For 2006

itemSeven eService Suite Vendors Face Off

itemNotable Vendors Not Included In This Evaluation

itemAn Analytic Backbone Is At The Core Of The Three Leading Vendors

itemVendor Profiles

itemLeaders

itemStrong Performers

itemSupplemental Material

Forrester conducted evaluations in Q1 2006 and interviewed seven vendor and user companies: ATG, eGain, Genesys, KANA, KNOVA, RightNow, and Talisma. We also interviewed other eService companies, including AOL, Best Buy, British Airways, Epson, InQuira, Q-go, SupportSoft, and Virgin Mobile.

Related Research Documents

itemRefining The Customer Self-Service Experience

April 26, 2006, Trends

itemTrends 2006: Contact Centers

January 25, 2006, Trends

itemEuropean eService Trends: Automating ‘Middle-Office' Processes

December 13, 2005, Trends

Find Documents In Related Categories

This document falls under the following categories. Click on a link below to find similar documents.

Technology: Channel Design Strategies, Customer Experience, Customer Relationship Management, Packaged Applications
Geography: Asia Pacific, Europe, North America

The Forrester Wave. Smart data for smart decisions.

View vendor summaries for: ATG, eGain, Genesys, KANA, KNOVA, RightNow, and Talisma


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Ratings and Comments
Rating: 8 out of 10
based on 1 ratings across all roles.
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