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The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2014

Due Diligence Required: These Vendors Are Great At Supporting Enterprise Organizations

April 7, 2014

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Why Read This Report

In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Kana Enterprise, Microsoft, Moxie Software, Oracle Service Cloud, Oracle Siebel CRM, Pegasystems,, SAP CRM, SAP Cloud for Service, and SugarCRM — and researched, analyzed, and scored them. This report details our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendor solutions in order to help customer service professionals select the right partner for their customer service initiatives.

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  • Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 '14

Table of Contents

  • Good Customer Service Boosts Revenue, Poor Service Increases Costs
  • The Customer Service Market Is On The Cusp Of Significant Change
  • Customer Service Vendors Focus On Market Segments For Success
  • The Customer Service Vendor Evaluation Process Explained
  • The Results: Buyers Have Many Choices To Sift Through
  • The Results: Vendor Solution Profiles
  • Supplemental Material
  • Related Research Documents

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