Wave Report

The Forrester Wave™: Customer Service Solutions, Q2 2019

The 12 Providers That Matter Most And How They Stack Up

June 18th, 2019
With contributors:
Daniel Hong , Sarah Dawson , Peter Harrison

Summary

In our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP, ServiceNow, SugarCRM, Verint, and Zendesk — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer service leaders select the right one for their needs.

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