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For Application Development & Delivery Professionals

The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015

Due Diligence Required: These Vendors Are Great At Supporting Midsize Teams

December 16, 2015


Why Read This Report

In Forrester's 36-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Freshdesk, Microsoft Dynamics, Moxie, Oracle Service Cloud, Parature, Salesforce, Sap Service Cloud, SugarCRM, and Zendesk — in the category and researched, analyzed, and scored them. This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help customer service professionals select the right partner for their customer service initiatives.

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  • Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 '15

Table of Contents

  • Good Customer Service Boosts Revenue, Poor Service Increases Costs
  • The Customer Service Market Is On The Cusp Of Significant Change
  • Bigger Does Not Always Equal Better In A Mature Market
  • The Customer Service Vendor Evaluation Process Explained
  • The Results: Buyers Have Many Choices To Sift Through
  • The Results: Vendor Profiles
  • Supplemental Material
  • Related Research Documents

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