Wave Report

The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

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

April 7th, 2014
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Stephen Powers , Michael Facemire , Victoria Boutan

Summary

In Forrester's 84-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Kana Software, Microsoft, Moxie Software, Oracle (Oracle Service Cloud), Parature, salesforce.com, SAP (SAP Cloud for Service), 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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