Summary
In Forrester's 36-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Freshdesk, Microsoft Dynamics, Moxie, Oracle Service Cloud, Parature, Salesforce, Sap Service Cloud, 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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