For Business Process Professionals

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	September 24, 2007 Specialized Customer Service Solutions Fill Gaps In Suite Functionality by Chip Gliedman with Sharyn Leaver, Mary Ann Rogan	Average: 8  (5 ratings)

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Executive Summary

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.

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