The Forrester Wave™: Customer Service Solutions, Q1 2024
Vendors or products added in this year’s report may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were added in this report.
Vendors or products dropped from one year to the next may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were dropped in this report.
This Forrester Wave evaluation uses a 39-criterion assessment of customer service solutions providers. The evaluation included 12 providers and assessed them based on current offering (50% weighting) and strategy (50% weighting). Vendors were evaluated using materials provided by December 6, 2023. The report focuses on multifunctional customer service applications that support case management, knowledge management, omnichannel engagement, workforce engagement, and business intelligence. Vendors must have at least $100 million in product revenue and target multiple industries and roles within customer service operations.
A: Vendors may appear one year and not the next based on several factors: 1) Meeting or not meeting inclusion criteria (multifunctional offerings, $100M+ revenue, Forrester mindshare, support for multiple industries and roles), 2) Declining to participate in the evaluation process, 3) Changes in market position or product offerings, 4) Mergers, acquisitions, or strategic pivots that change their market focus, 5) Evolution of evaluation criteria to reflect current market needs and buyer priorities.