Wave Report

The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q2 2017

Rapid Time-To-Value Fuels Differentiation In Customer Service Solutions

June 28th, 2017
With contributors:
Stephen Powers , Sara Sjoblom , Chad Rafferty , Peter Harrison


In our 34-criteria evaluation of customer service solution vendors for small and midsize teams, we identified the 10 most significant ones — Astute Solutions, bpm'online, eGain, Freshdesk, Microsoft, Oracle, Salesforce, SAP Hybris, SugarCRM, and Zendesk — and researched, analyzed, and scored them. This report shows how each provider measures up and helps application development and delivery (AD&D) professionals select the right partner for their customer service initiatives.

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