Wave Report

The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015

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

December 16th, 2015
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Stephen Powers , Danielle Jessee , Tyler Thurston

Summary

In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud, Oracle Siebel CRM, Pegasystems, Salesforce, SAP Cloud for Service, SAP CRM, SugarCRM, and Verint — 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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