The Forrester Wavetm Customer Service Solutions Q2 2019

Across almost every industry automation is being incorporated more and more within customer service operations conversational ai allows brands and organizations to use natural language processing and ml based technology to support their service agents in. Technology advisory firm forrester research has released its latest forrester new wave for conversational ai for customer service q2 2019. Conversational ai for customer service q2 2019.

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Customer analytics service providers q2 2019 the report shows how each provider measures up and helps customer insights ci professionals select the right one for their needs.

The forrester wavetm customer service solutions q2 2019.

Customer service solutions q2 2019. Read the forrester wave. Data management platforms q2 2019 to learn why we re a leader. For more insights forrester clients can dig into the full evaluative research here.

Loyalty technology platforms q2 2019 is now live. With daniel hong sarah dawson peter harrison why read this report. Customer service solutions q2 2019. See the latest vendor rankings and customer service trends to watch.

June 18 2019 authors. I m excited to share that our evaluation of loyalty technology providers the forrester wave. In forrester s 33 criterion evaluation of customer service solution providers they identified the 12 most significant ones appian bpm online freshworks microsoft oracle pegasystems salesforce sap servicenow sugarcrm verint and zendesk and researched analyzed and scored them. Customer service solutions q2 2019 the 12 providers that matter most and how they stack up.

In our 28 criterion evaluation we identified the top 13 loyalty technology vendors aimia annex cloud brierley partners cheetah digital clutch collinson comarch crowdtwist epsilon icf next kobie merkle helloworld and. In our 33 criterion evaluation of customer service solution providers we identified the 12 most significant ones. Forrester research inc has featured tredence as a strong performer among customer analytics service providers casps in forrester research s recent report the forrester wave. Customer service solutions q2 2019.

In forrester s 33 criterion evaluation of customer service solution providers they identified the 12 most significant ones appian bpm online freshworks microsoft oracle pegasystems salesforce sap servicenow sugarcrm verint and zendesk and researched analysed and scored them. When compared to six other well known solutions our dmp scored the strongest marks in the categories of strategy market presence data management protection and product flexibility. Due to serviceaide s heritage in it operations its chatbot strategy and roadmap are strongly aligned to supporting the needs of day to day it operations including granular out of the box it ops workflows. Leads the pack with it operations orientation.

In this short take i discuss the lessons learned from evaluating 14 vendors for the forrester new wave. Forrester s evaluation found that serviceaide. Oracle is ranked among the leaders in the customer service solutions wave. Check out the video below.

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