Wave Report

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

Intelligence And Omnichannel Engagement Are Fueling Adoption Of Customer Service Solutions

June 28th, 2017
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Stephen Powers , Sara Sjoblom , Chad Rafferty , Peter Harrison

Summary

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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