Customer service management (CSM) software supports an organization's interaction with current and potential customers. It uses data driven tools designed to help organizations drive sales and deliver exceptional customer experiences.
The Data Quadrant is a thorough evaluation and ranking of all software in an individual category to compare platforms across multiple dimensions.
The Emotional Footprint is a powerful indicator of overall user sentiment toward the relationship with the vendor, capturing data across five dimensions.
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SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.
Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.