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For Application Development & Delivery Professionals

The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020

The 13 Providers That Matter Most And How They Stack Up

April 13, 2020

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Why Read This Report

In Forrester's evaluation of the emerging market for digital-first customer service, we identified the 13 most significant providers — [24], Astute, Comm100, Conversocial, eGain, Glia, Helpshift, Khoros, Kustomer, LivePerson, LogMeIn, Nuance Communications, and Quiq — and evaluated them. This report details our findings about how well each vendor scored against 10 criteria and where they stand in relation to each other. Customer service operations pros can use this review to select the right partner for their pre- and postpurchase customer engagement needs.

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Table of Contents

  • Digital-First Customer Service Is An Emerging, Yet Fleeting, Category
  • Digital-First Customer Service Solutions Evaluation Overview
  • Vendor QuickCards
  • Supplemental Material
  • Related Research Documents

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