New Wave Report

The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020

The 13 Providers That Matter Most And How They Stack Up

April 13th, 2020
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Ian Jacobs , Daniel Hong , Sara Sjoblom , Peter Harrison

Summary

In Forrester's evaluation of the emerging market for digital-first customer service, we identified the 13 most significant providers — [24]7.ai, Astute, Comm100, Conversocial, eGain, Glia, Helpshift, Khoros, Kustomer, LivePerson, LogMeIn, Nuance Communications, and Quiq — and evaluated them. This report details our findings about how well each vendor scored against 10 criteria and where they stand in relation to each other. Customer service operations pros can use this review to select the right partner for their pre- and postpurchase customer engagement needs.

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