The Forrester Wave™: Customer Service Solutions, Q1 2026
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.
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.
The Forrester Wave evaluation is an assessment of the top vendors in the market; it doesn't represent the entire vendor landscape. Vendors must meet inclusion criteria including: broad enterprise-level support, solution available for purchase as standalone product, at least $250 million in annual revenue from customer service product in past four quarters, and substantial mindshare among Forrester's enterprise clients. The evaluation used materials provided by vendors through December 23, 2025.
A: Vendors may appear one year and not the next for several reasons: 1) Strategic shifts - vendors may change their focus away from customer service solutions (like SugarCRM focusing on CRM and Sales instead); 2) Revenue requirements - vendors must maintain at least $250 million in annual revenue from their customer service product to qualify for inclusion; 3) Market mindshare - vendors must have substantial presence and consideration among Forrester's enterprise clients; 4) Participation - vendors that decline to participate in the full evaluation process may be excluded or scored differently; 5) Market evolution - as the customer service solutions market consolidates and AI transforms the landscape, vendor priorities and capabilities shift, affecting their qualification for and participation in the evaluation.