Vendor Comparison in Customer Self-Service Software 2017: MnM DIVE Matrix
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.
MarketsandMarkets 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:
We have selected 20 vendors 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.
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.
MarketsandMarkets 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
We have selected 20 vendors 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.
INTRODUCTION
ABOUT THE DOCUMENT
MARKET DEFINITION
STAKEHOLDERS
PREMIUM INSIGHTS
MNM DIVE OVERVIEW
DIVE EVALUATION CRITERIA
VENDOR INCLUSION CRITERIA
VENDORS EVALUATED
MNM 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
MNM DIVE VENDOR COMPARISON SCORECARD
MNM 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
MNM DIVE: VENDOR COMPARISON METHODOLOGY
MATRIX DESCRIPTION
LIST OF ABBREVIATIONS
RELATED RESEARCH
REFERENCES
AUTHOR DETAILS
MARKET DEFINITION
STAKEHOLDERS
PREMIUM INSIGHTS
MNM DIVE OVERVIEW
DIVE EVALUATION CRITERIA
VENDOR INCLUSION CRITERIA
VENDORS EVALUATED
MNM 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
MNM DIVE VENDOR COMPARISON SCORECARD
MNM 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
MNM DIVE: VENDOR COMPARISON METHODOLOGY
MATRIX DESCRIPTION
LIST OF ABBREVIATIONS
RELATED RESEARCH
REFERENCES
AUTHOR DETAILS
