Vendor Comparison in Customer Self-Service Software 2017: DIVE Matrix

  • ID: 4189875
  • Report
  • 105 Pages
  • Markets and Markets
1 of 5

FEATURED COMPANIES

  • Aptean
  • Astute Solutions
  • Bmc Software, Inc.
  • Egain Corporation
  • Jive Software, Inc.
  • Oracle Corporation
  • MORE

The vendor comparison report on customer self-service software based on MnM DIVE methodology covers a detailed study of the major players offering customer self-service solutions. The top 25 vendors of customer self-service software were analyzed on the basis of their product offering and business strategy. The vendors were shortlisted based on their solution capabilities, technology innovations, industry coverage, viability, breadth of product offering, and others.

The report will help the stakeholders such as customer self-service software vendors, technology partners, system integrators, consultants, distributors, and value-added resellers to make business strategies and decisions on the deployment of customer self-service solutions.

The report defines “customer self-service software” as a combination of customer and service interaction solutions, which are intended to empower customers to provision themselves. Customer self-service solutions consist of Interactive Voice Response (IVR) systems, mobile self-service, virtual assistants, and e-support (web-based). These solutions empower end-users to perform tasks or access data on their own, without the help of any customer service agent. End-users can avail the service 24/7/365. Customer Self-Service is a subsegment of Customer Relationship Management (CRM) and is also used for Employee Relationship Management (ERM).

Vendors Evaluated:

The report covers the comprehensive study of the key vendors offering solutions for customer self-service software. We have evaluated the following 20 key vendors:

  • Microsoft Corporation
  • Nuance Communications, Inc.
  • Oracle Corporation
  • Sap SE
  • Salesforce.com, Inc.
  • Aspect Software Inc.
  • Avaya Inc.
  • BMC Software Inc.
  • Verint Systems, Inc.
  • Zendesk, Inc.
  • eGain Corporation
  • Freshdesk, Inc.
  • Inbenta Technologies Inc.
  • Creative Virtual Ltd.
  • RightAnswers, Inc.
  • [24]7, Inc.
  • Pegasystems, Inc.
  • Jive Software, Inc.
  • Astute Solutions
  • Aptean

Vendor Inclusion Criteria:

20 vendors were selected for evaluations based on their breadth of product offering and robust business strategy. The focus of our vendor evaluation was on the product they offer in the customer self-service software market. A comprehensive list of all the vendors in this market was created through a product mapping strategy and MarketsandMarkets analysis. Based on their capabilities, innovations, and breadth of product offering, vendors were shortlisted.

READ MORE
Note: Product cover images may vary from those shown
2 of 5

FEATURED COMPANIES

  • Aptean
  • Astute Solutions
  • Bmc Software, Inc.
  • Egain Corporation
  • Jive Software, Inc.
  • Oracle Corporation
  • MORE
Introduction
  • About the Document
  • Market Definition
  • Stakeholders
Premium Insights

Dive Overview
  • Dive Evaluation Criteria
  • Vendor Inclusion Criteria
  • Vendors Evaluated
Voice: Css Software
  • Css Software: Self-Service is a Convenient Way to Meet the Growing Customer Expectations And Delivering An Enhanced Customer Experience
  • Css Solution: Best Practices
CSS Software: Vendor Comparison
  • Dive Vendor Comparison Scorecard
  • View
Vendor Profiles
  • Microsoft Corporation
  • Nuance Communications, Inc.
  • Oracle Corporation
  • Sap Se
  • Salesforce.Com, Inc.
  • Aspect Software, Inc.
  • Avaya, Inc.
  • Bmc Software, Inc.
  • Verint Systems, Inc.
  • Zendesk, Inc.
  • Egain Corporation
  • Freshdesk, Inc.
  • Inbenta Technologies, Inc.
  • Creative Virtual
  • Rightanswers, Inc.
  • [24]7, Inc.
  • Pegasystems, Inc.
  • Jive Software, Inc.
  • Astute Solutions
  • Aptean
Appendix
  • Dive: Vendor Comparison Methodology
  • Matrix Description
  • List of Abbreviations
  • Related Research
  • References
  • Author Details
Note: Product cover images may vary from those shown
3 of 5

Loading
LOADING...

4 of 5

FEATURED COMPANIES

  • Aptean
  • Astute Solutions
  • Bmc Software, Inc.
  • Egain Corporation
  • Jive Software, Inc.
  • Oracle Corporation
  • MORE

Customer self-service software is a combination of customer and service interaction solutions, which are intended to empower customers to provision themselves. Customer self-service solutions consist of Interactive Voice Response (IVR) systems, mobile self-service, virtual assistants, and e-support (web-based). These solutions empower end-users to perform tasks or access data on their own, without the help of any customer service agent. End-users can avail the service 24/7/365. Customer self-service is a subsegment of Customer Relationship Management (CRM) and is also used for Employee Relationship Management (ERM).

Enhancing the customer service through self-service tools empower the companies to increase customer satisfaction and loyalty, thus gaining a competitive advantage and decreasing the churn out rate. Furthermore, the innovative approach of sales and marketing has helped the companies to increase their customer touch points such as promotional events, websites, questionnaires, and mail delivery. These factors can also be considered as driving factors for the overall growth of customer self-service software market as the companies can effectively use these touch points to deploy the customer self-service tools and technologies for enhancing the overall customer experience.

The report on vendor comparison in customer self-service software based on MarketsandMarkets DIVE methodology reviews major players who offer customer self-service solutions and outlines the findings and analysis on the basis of two broad categories: product offerings and business strategies. Each category carries various criteria, based on which the vendors are evaluated.

Based on the extensive secondary and primary research, key information about the vendor’s product offering and business strategies was gathered. After the completion of data gathering and verification process, the scores and weightage for shortlisted vendors against each parameter were finalized. After evaluating all the vendors, a comparison scorecard was prepared, and each vendor was placed in the MnM DIVE matrix based on their product offering and business strategy scores.

This report is instrumental in helping the stakeholders such as customer self-service software vendors, system integrators, consultants, value-added resellers, and technology partners, to make business decisions on customer self-service solution deployments.

The report covers the comprehensive study of key customer self-service software vendors, including Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, Sap SE, Salesforce.com, Inc., Aspect Software Inc., Avaya Inc., BMC Software Inc., Verint Systems, Inc., Zendesk, Inc., eGain Corporation, Freshdesk, Inc., Inbenta Technologies Inc., Creative Virtual Ltd., RightAnswers, Inc., [24]7, Inc., Pegasystems, Inc., Jive Software, Inc., Astute Solutions, and Aptean.

Note: Product cover images may vary from those shown
5 of 5
  • Aptean
  • Aspect Software, Inc.
  • Astute Solutions
  • Avaya, Inc.
  • Bmc Software, Inc.
  • Creative Virtual
  • Egain Corporation
  • Freshdesk, Inc.
  • Inbenta Technologies, Inc.
  • Jive Software, Inc.
  • Microsoft Corporation
  • Nuance Communications, Inc.
  • Oracle Corporation
  • Pegasystems, Inc.
  • Rightanswers, Inc.
  • Salesforce.Com, Inc.
  • Sap Se
  • Verint Systems, Inc.
  • Zendesk, Inc.
  • [24]7, Inc.
Note: Product cover images may vary from those shown
6 of 5
Note: Product cover images may vary from those shown
Adroll
adroll