Customer Service Solutions

Customer service can make or break any customer relationship. Read tips on finding and implementing the right customer service solutions for your firm.

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The 2024 DCIS Forrester Wave™ Reignites The Promise Of Truly Unified Channels

Christina McAllister 2 days ago
The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024, is now live! In this first-ever evaluation of the digital customer interaction solutions (DCIS) market, we analyzed 34 product and strategy criteria for the 11 most important vendors in this space (listed alphabetically): [24]7.ai, ASAPP, eGain, Gladly, iAdvize, Intercom, Khoros, LivePerson, Sprinklr, Unblu, and Verint. When […]
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Google Business Messages Getting The Boot: Here’s What Enterprises Need To Know

Christina McAllister June 4, 2024
Even though GBM was never the most popular business messaging platform, its entry points are valuable for location-based businesses like retailers and hotels. Companies using it now must find a backup plan, fast.

Explore The What, Why, & How Of GenAI For CX Pros

Download your copy of our best-practice report to get analyst answers to CX leaders’ top genAI questions. Unlock the secrets to using genAI to improve CX, journey management, and more.

Blog

Frenemies Forever — The Tension Between CRM And CCaaS Vendors

Max Ball May 23, 2024
The two technologies are increasingly encroaching on each other’s spaces. It's up to the brands that deploy these solutions to decide what functionality to take from which vendor — which is not a simple task.
Blog

Our New Conversational AI Forrester Wave™: GenAI And LLMs Drive A Vendor Revolution

Max Ball May 21, 2024
As generative AI has emerged in the past year, conversational AI vendors have evolved their capabilities. Get a sneak peek at five of those capabilities in this preview of our new Wave report.
Blog

It’s Time To Be More Strategic About AI In Customer Service

Vasupradha Srinivasan April 29, 2024
To truly unleash the potential of AI, there needs to be a fundamental shift in how we infuse AI into customer service. Learn more in this preview of our upcoming CX Summit APAC event next month.
Blog

AI Will Transform Customer Service Interactions As A Collaborative Partner

Kate Leggett April 1, 2024
Enterprise customer service solutions support customers over a breadth of channels and manage inquiries to SLAs. Embedded AI will make agents more productive and effective.
Blog

Introducing Forrester’s Digital Customer Interaction Solutions Landscape

Christina McAllister March 26, 2024
Learn the three key shifts in the market that led to the launch of Forrester's new research on the digital customer interaction solutions market.

Bolster Buy-In For Your CX Priorities With A Simple Yet Powerful Tool

Watch our webinar to learn how to use Forrester’s CX Business Case On A Page template to create a winning business case for your CX initiatives.

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The Forrester Wave™: Customer Service Solutions, Q1 2024 — Key Learnings

Kate Leggett March 13, 2024
Great customer service sets companies apart, and you leave money on the table if you don’t meet your customers’ expectations of engagement. Business and IT leaders understand the economics of great customer service, and Forrester data shows that over 70% of enterprises invest in modern solutions. They enable organizations to serve and retain customers and […]
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Push Forward To Become An Intelligent Enterprise That Delivers Real Business Value

Kate Leggett March 13, 2024
Learn the four biggest challenges enterprise business applications can mitigate to fast-path your intelligent enterprise technology strategy.
Blog

Three Last-Minute Tips To Make Retail Customer Service Merry And Bright

Christina McAllister November 27, 2023
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
Blog

How GenAI Will Reshape CRM’s Value

Kate Leggett October 6, 2023
GenAI in CRM will make your front office more productive, help deliver better customer experiences, and unlock new revenue opportunities. Learn more in this post.
Blog

The 2023 CICS Forrester Wave™ Is Live, And Competition Is Fierce

Christina McAllister August 16, 2023
Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! We looked at the top 11 vendors in this market today and evaluated them across 32 criteria. Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]

Shine A Spotlight On CX Value

The new CX leader superpower? Measurement. Download our e-book to learn what to measure to prove CX’s value and impact — so you can lead CX to success.

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Planning Guides 2024: Customer Experience

Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog

My Favorite Reason To Bring UC And CC Together

Max Ball July 21, 2023
My favorite piece of new research that we uncovered is a use case where brands leverage a shared UC and CC infrastructure to blur the lines between remote offices and a centralized contact center, resulting in better customer experiences and more efficient customer service.
Podcast

Is Asynchronous Chat The Future Of Customer Service?

What It Means May 4, 2023
Asynchronous chat is poised to proliferate throughout the B2C ecosystem, redefining expectations around customer service. Senior Analyst Christina McAllister joins to discuss the benefits and pitfalls of this technology.
Blog

Oh, What A Crisis Can Do!

Max Ball April 18, 2023
It’s not proven that Winston Churchill said “Never let a crisis go to waste.” But whoever said it, they could have been talking about chatbot deployments. Our world is littered with unloved chatbots, useless offerings that deliver horrible experiences and are used by no one. Typically, this is the result of trying to boil the ocean, overthink things, and attempt to create the perfect chatbot right out of the gate. Brands that build their chatbots in response to a crisis don’t have time to overthink anything — they just do it, and this has led to some very successful deployments.
Blog

Concentrix Acquiring Webhelp: Setting The Stage For A Two-Horse Race In Contact Center Outsourcing

Christina McAllister March 30, 2023
Yesterday, Concentrix announced that it is entering into negotiations to acquire Webhelp for $4.8 billion, with the transaction expected to close by end of year. This is, of course, quite the acquisition! Webhelp is a well-established player in the contact center outsourcing space (especially in EMEA) and will provide Concentrix with the global coverage they’ve […]

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Don’t Miss Our 2024 Predictions Deep Dive

Hear directly from the tech, CX, and B2B analysts behind our 2024 global predictions and get an important generative AI update from Forrester’s CEO, George Colony.

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AI Reshapes The 2023 Forrester Wave™ Evaluation For CCaaS

Max Ball March 27, 2023
In the prior Forrester Wave™ evaluation on contact-center-as-a-service (CCaaS) providers in August of 2020, AI was mentioned offhand a few times. It was not, however, a factor in the Wave scoring at all. A few years changed everything. AI has taken center stage in this year’s Wave, providing new capabilities across many aspects of a CCaaS vendor’s offerings.
Blog

Customer Service In 2023: CX Front And Center

Christina McAllister March 20, 2023
It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. In times like these, customer service teams are often pressured to cut costs — at all costs. While we don’t expect that to change entirely, we […]
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How To Navigate The Generative AI Hype In Customer Service

Christina McAllister February 16, 2023
Here's what you need to consider as you evaluate solutions for your organization.
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