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.