Wave Report

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

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

April 7th, 2014
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Stephen Powers , Michael Facemire , Victoria Boutan

Summary

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, salesforce.com, 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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