The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024
Digital Customer Interaction Solutions (DCIS) are reimagining contact center operations by respecting the strengths and limitations of digital channels while recognizing how customers use them today. These vendors are breaking down barriers of previously siloed interactions with AI-augmented solutions that streamline and enhance customer interactions. The market is shifting from basic omnichannel back-end integration to solutions that foster meaningful, context-aware interactions seamlessly covering the entire digital journey from prepurchase to postpurchase. Rising customer expectations are fueling business demand for solutions that enable conversational continuity across channels, embed AI thoughtfully throughout the platform, and align philosophically on the role of automation in customer service.
No common features specified.
Vendors must, among other requirements:
A: This research covers a 34-criterion evaluation of 11 digital customer interaction solution (DCIS) providers. It analyzes vendor capabilities across current offering, strategy, and market presence, evaluating their ability to support conversational continuity across channels, embed AI thoughtfully, and align with customer automation philosophies. The evaluation focuses on solutions that streamline operations, unify analytics, simplify procurement, and provide seamless customer experiences across multiple digital channels from prepurchase to postpurchase.
A: Contact center and digital business professionals should use this research to select the right DCIS provider for their needs. It helps buyers distinguish between vendor capabilities, understand vendor philosophies on automation and AI implementation, evaluate vendors based on their specific business priorities, and identify providers whose vision and strategy align with their organizational goals. The research is particularly valuable for enterprises seeking to transform digital channel operations and enhance customer interactions with AI-augmented solutions.
A: All vendors included in this evaluation must offer: 1) A ready-to-deploy digital customer interaction solution supporting multiple popular chat and messaging channels for both assisted and automated interactions without requiring significant custom development, 2) Generate at least $13 million in annual revenue specifically from DCIS offerings, 3) Demonstrate a proven track record serving enterprise customers with over $1 billion in annual revenue, and 4) Show significant market interest and mindshare from Forrester clients through inquiries and vendor shortlist inclusions.
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A: Current Offering evaluates the strength and completeness of vendors' existing digital customer interaction solutions across 34 functional criteria including channels, automation, agent workspace, analytics, and technical capabilities. Strategy evaluates vendors' vision for the market, innovation approach, product roadmap, partner ecosystem strength, customer adoption methodology, pricing models, and community building - focusing on future direction rather than current features.