The Forrester Wave™: Passive Agent End User Experience Monitoring, Q3 2007

Forrester evaluated four independent vendors of desktop-based end user experience monitoring solutions across 43 criteria and found that the technologies used are relatively equal and well-adapted to the intended market segments, while the major differences lie in the way they report information. Serden Technologies and Knoa Software lead the evaluation but only just. Serden's strategy of providing extensive data-mining functionality gives its solution a slight edge in the ability to serve more than one market segment, and Knoa's current offering appears more mature than its peers'. PremiTech and Symphoniq closely compete, both forming part of the Leader category. While there are many other solutions on the market most are relatively old or very much application-specific. Focusing this evaluation on small creative vendors dedicated to passive agent experience monitoring as opposed to large multifarious enterprises allows us to examine this space's most innovative and generic technologies and leads us to a more balanced comparison.