Executive Summary (This is a document excerpt)

To adequately meet customer service requirements, companies must address myriad channels, requirements, and needs. Forrester Research recently evaluated key vendors with broad solution portfolios for customer service and customer interaction management. However, there are occasions when a suite of tools provides overlapping functionality with already implemented products or when business requirements point to the need for a specialized point solution. Fortunately, there is still a large number of vendors providing tools to meet these specialized needs.