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For Application Development & Delivery Professionals

The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2017

Intelligence And Omnichannel Engagement Are Fueling Adoption Of Customer Service Solutions

June 28, 2017

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Why Read This Report

In our 35-criteria evaluation of customer service solution vendors for enterprise organizations, we identified the nine most significant ones — eGain, Microsoft, Oracle, Pegasystems, Salesforce, SAP Hybris, ServiceNow, SugarCRM, and Verint Systems — and researched, analyzed, and scored them. This report details our findings in order to help application development and delivery (AD&D) professionals supporting CRM operations select the right partner for their customer engagement initiatives.

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  • Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 '17

Table of Contents

  • Modern Customer Service Solutions Aim To Democratize Service
  • Enterprise Customer Service Innovation Goes Broader And Deeper
  • Bigger Does Not Always Equal Better In A Mature Market
  • Customer Service Solutions Evaluation Overview
  • Vendor Profiles
  • Supplemental Material
  • Related Research Documents

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