Wave Report

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

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

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

Summary

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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