The Forrester Wave™: Customer Service Software Solutions, Q4 2008

Define The Customer Experience Before Choosing A Vendor
October 21st, 2008
William Band
Chip Gliedman
and Pete Marston


Forrester evaluated the leading customer service solution vendors across an average of approximately 180 criteria and found that the vendors still need to be grouped into three groups: interaction-, process-, and record-centric. Forrester found the Leader

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