Professional Documents
Culture Documents
Analyst(s): Jim Davies, Ed Thompson, Gareth Herschel, Michael Maoz, Robert P. Desisto, Kimberly Collins,
Joanne M. Correia, Patrick J. Sullivan, Bern Elliot, Twiggy Lo, TJ Singh, Kensuke Kawabe, Chris Fletcher,
Jenny Sussin, Penny Gillespie, Saul Judah, Olive Huang, David Kohler, Rob Dunie, Brian Manusama,
Tad Travis, Jason Daigler
Digital CRM technologies that drive growth and elevate the customer
experience top the list of CEOs' investment priorities for the next five years.
Data and analytics tools that facilitate consistent, contextual interactions
across all communications channels help provide market differentiation.
Key Findings
The CRM software market is projected to grow at a 14.7% compound annual growth rate
(CAGR).
SaaS- or cloud-based deployments represent more than 40% of all CRM deployments, and
they appear set to reach 50% during 2016.
Recommendations
Leverage the Gartner CRM Maturity Model framework to assess your organization's CRM
maturity objectively and to form the basis for your CRM road map. Ensure that CRM programs
are business-driven. Organizations that believe that only a technology investment is needed to
solve their problems are likely to fail.
Leverage mobile, social media and technologies that facilitate enterprise collaboration internally
and externally throughout your CRM products to increase sales, marketing and service
opportunities.
Beware of expectations that everything will be in the cloud, and do not expect to source all
applications that way. Maintain some on-premises skills in-house to be prepared for hybrid
CRM delivery models. Focus on integration skills.
Review "Predicts 2015: CRM Sales" and the Gartner Recommended Reading at the end of this
document for additional perspective.
Table of Contents
Analysis.................................................................................................................................................. 3
Market Forecast: Positive Outlook for CRM, Worldwide, Through 2018............................................ 3
Cool Vendors................................................................................................................................... 5
Cool Vendors, 2014....................................................................................................................6
Cool Vendors, 2013 Through 2006.............................................................................................6
Sales.............................................................................................................................................. 11
Sales Opportunity Management................................................................................................11
Sales Effectiveness................................................................................................................... 15
Sales Performance Management.............................................................................................. 22
Social for Sales.........................................................................................................................27
Partner Relationship Management............................................................................................ 29
Digital Commerce...........................................................................................................................30
Digital Commerce Platforms..................................................................................................... 30
Digital Commerce Ecosystem................................................................................................... 33
Marketing....................................................................................................................................... 46
Integrated Marketing Management........................................................................................... 46
Multichannel Campaign Management....................................................................................... 48
Digital Marketing....................................................................................................................... 51
Lead Management................................................................................................................... 51
Marketing Resource Management............................................................................................ 52
Marketing Analytics...................................................................................................................55
Social for Marketing.................................................................................................................. 56
Customer Service........................................................................................................................... 58
Customer Engagement Center................................................................................................. 58
Contact Center Workforce Optimization....................................................................................62
Web Customer Self-Service......................................................................................................68
Contact Center Infrastructure....................................................................................................77
Social for Customer Service......................................................................................................83
Customer Service Analytics...................................................................................................... 85
Text Analytics........................................................................................................................... 86
Field Service............................................................................................................................. 88
Customer Experience Management..........................................................................................90
Voice of the Customer.............................................................................................................. 92
Customer Experience Management Service..............................................................................93
Cross-CRM.................................................................................................................................... 97
Cross-Functional Customer Analytics....................................................................................... 97
Page 2 of 134
Real-Time Decisioning.............................................................................................................. 99
Text Analytics........................................................................................................................... 99
Intelligent Business Process Management Suites....................................................................101
Master Data Management for Customer Data.........................................................................102
Regional CRM Specialists.............................................................................................................103
European CRM Application Software Specialists.................................................................... 103
Asia/Pacific Region CRM Application Software Specialists......................................................108
CRM Business Process Outsourcers............................................................................................ 113
Outsourcing Providers With Capabilities in North America.......................................................113
Outsourcing Providers With Capabilities in Latin America........................................................115
Outsourcing Providers With Capabilities in EMEA................................................................... 116
Outsourcing Providers With Capabilities in the Asia/Pacific Region......................................... 118
CRM Service Providers.................................................................................................................120
CRM Service Providers With Capabilities in North America..................................................... 120
CRM Service Providers With Capabilities in EMEA.................................................................. 121
CRM Service Providers With Capabilities in Asia/Pacific Region and Japan............................ 123
CRM Service Providers for SaaS Implementations.................................................................. 125
CRM Suites for Small or Midsize Businesses (SMBs).................................................................... 131
CRM Suites for SMBs.............................................................................................................131
Gartner Recommended Reading........................................................................................................ 132
List of Figures
Figure 1. Actual Growth (2013) Versus Expected CRM Market Growth Through 2018............................4
Figure 2. Percentage of Worldwide CRM Revenue by Region, 2014 and 2018....................................... 5
Analysis
Market Forecast: Positive Outlook for CRM, Worldwide, Through 2018
Gartner expects CRM market growth to increase slightly, continuing to grow at a moderate rate in
2015 (see Figure 1 and "Forecast: Enterprise Software Markets, Worldwide, 2011-2018, 4Q14
Update"), following multiple strong years of investment. The outlook continues to be positive
throughout the forecast period, with an overall CAGR of 14.7%, as buyers focus on technologies
that enable more-targeted customer interactions in multichannel environments.
Page 3 of 134
Currently, SaaS- or cloud-based deployments represent more than 40% of all CRM deployments,
and they appear set to reach 50% during 2016. In many ways, the "low-hanging fruit" for cloud
adoption has already been picked. The remaining areas of CRM application functionality will be ever
harder to adopt in a cloud delivery model, so the switch to cloud will slow down steadily.
Figure 1. Actual Growth (2013) Versus Expected CRM Market Growth Through 2018
Today, North America is the largest CRM regional market. Growth in underserved markets, such as
the Asia/Pacific region and Latin America, will be driven through 2018 by large global company
purchases and rapid establishment of new enterprises, changing consumer buying patterns, and
increasing adoption among the small or midsize businesses (SMBs).
Emerging markets, particularly Latin America and the Asia/Pacific region, will see the strongest
growth over the next five years, although from a much smaller installed and revenue base. North
America and Western Europe remain the largest regions for CRM, accounting for 80% of total
software revenue in 2014, with the regions expected to decline 2.3% of share over the forecast
period to 77.7% in 2018 (see Figure 2 and "Forecast: Enterprise Software Markets, Worldwide,
2011-2018, 4Q14 Update"). Most regions will experience double-digit growth rates for the next five
years, with Western Europe having the lowest CAGR at 12.4%, as the markets will have a mixed
economic performance.
Page 4 of 134
Customer service support is the backbone of CRM operations and has the largest share in Greater
China, Latin America and emerging Asia/Pacific countries. "Greenfield" opportunities from these
emerging regions come from all CRM subsegments (sales, customer service support, marketing
and digital commerce). Nevertheless, emerging countries tend to be fragmented, with uneven
growth opportunities across different verticals (see "Forecast Overview: CRM Software Worldwide,
2014").
Cool Vendors
Gartner's definition of a Cool Vendor is a small company offering a technology or product that is:
Innovative It enables users to do things they couldn't do before the technology emerged.
Impactful It has or will have a business impact; it's not just technology for the sake of
technology.
Intriguing It has caught Gartner analysts' and clients' interest or curiosity during the past six
months.
Our research is structured so that users can quickly determine what is cool about the vendor, what
its challenges are and who in the buyer organization will benefit from the vendor's offering.
Page 5 of 134
Adam Software
ClearSlide
DataSource
Eudata
FacitiltyLive
Gainsight
HubSpot
KMS lighthouse
MindMixer
Personetics
Provenir
Selligy
Conversocial
Datahug
Lattice Engines
RedPoint
SproutLoud
SundaySky
WalkMe
Workfront
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Xiaoi
Badgeville
Blooming
Commerce Guys
CustomerXPs
Decideware
Engage121
GeoFluent
GoodData
Hearsay Social
Interactions
KomBea
OctaShop
Oracle (BlueKai)
Qvidian
Spendsetter
Vivastream
Acumen Solutions
Anboto
General Sentiment
Gigya
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Lucent (Proxomo)
Openstream
Soluto
Telnic
ThreatMetrix
Whisbi
WorkFlex Solutions
Balihoo
Foursquare
GyPSii
modomodo
NextStage Evolution
Pontis
Prolifiq Software
QuickSearch
SelfService Company
Synthetix
Thunderhead
Transera
Cloud9 Analytics
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Helpstream
MuseWorx
NexJ Systems
Pontis
Reimage
Silent Edge
Viclone
Visible Measures
Advizor Solutions
Aggregate Knowledge
Cvent
Eidoserve (GetAbby)
EveryScape
Lemonade
Orchestra Networks
Saepio
SalesCentric
SupportSpace
TopQuadrant
Vitrium Systems
Xmonic-Imparta
Ydilo
Page 9 of 134
5Square Technologies
Accept Software
Eloqua
Enkata
Experian Hitwise
Exploria
Infonis International
InsideView
Landslide
OpenQ
PowerReviews
RLPTechnologies
Swivel Secure
Vistaar Technologies
XpertUniverse
Business Events
Communispace
Exchange Solutions
InvisibleCRM
Invoke Solutions
Involve Technology
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Massive
Nice Systems
Olista
Savo
SugarCRM
Umbria
Venda
Sales
Sales Opportunity Management
Opportunity Management (Activities, Contacts, Accounts, Pipeline)
Opportunity management is a systematic approach to modeling a sales process to pursue
opportunities in the context of a sales channel's preferred philosophy, methodology or strategy. A
sales process, or set of phases/steps, is defined to capture and track progress in following up on
leads and closing sales. Sales pipeline management capabilities provide an aggregated view of all
opportunities by sales stage or potential close date. The opportunity management system (OMS)
enables salespeople to create and submit forecasts from their active opportunities, or sales
management to draw from forecasts, without involving salespeople, by analyzing sales activity
progress.
Vendors include:
Aplicor
CRMnext
Infor (Saleslogix)
Maximizer Software
NetSuite
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Sage CRM
Salesforce
SAP
Soffront Software
SugarCRM
Swiftpage (Act)
Zoho
Angoss Software
Birst
GoodData
IBM (Cognos)
MicroStrategy
Page 12 of 134
Qlik
Right90
Salesforce (Wave)
SAS
Tableau Software
Vecta
Aria Systems
Bluenose
Gainsight
Intacct
NetSuite
Page 13 of 134
Pros
ServiceSource
Right On Interactive
Totango
Zilliant
Zuora
6sense
C9
Clari
Fliptop
Gainsight
Host Analytics
Infer
Lattice Engines
Leadspace
Mintigo
ServiceSource
Page 14 of 134
TopOPPS
Totango
Sales Effectiveness
Mobile Sales Productivity
This is a new emerging category of vendors that have specially designed mobile applications to
help salespeople be more productive in their daily tasks, such as logging emails and phone calls,
preparing for sales meetings, managing tasks, and following through with prospects for fulfillment.
At this time, these applications are not replacements for a corporate-based SFA system and are
often directly purchased by salespeople. Most of these apps will integrate information with a sales
organization's SFA system.
Not included on this list are SFA vendors, all of which provide some mobile application to provide
access to CRM data. Instead, we are looking at mobile-centric vendors that are focused more on
the productivity of a salesperson.
Vendors include:
AppMesh
Base
Clari
MobileForce Software
Resco
Selligy
Tactile
Page 15 of 134
Emerging capabilities include product and pricing data management, proposal generation, deeper
analytics and knowledge management (KM), contract management, sales order management, and
revenue management capabilities.
Vendors include:
Apttus
CallidusCloud
Cincom Systems
Configit
Configure One
FPX
SAP CPQ
Tacton Systems
Proposal Generation
Proposal generation systems are sales and business development tools that automate the creation
of documents for presenting value propositions, business justifications, product details, deal
components, terms and conditions, and/or pricing of a company's product line tailored to a specific
sales situation. The purpose of the generated deliverables is to satisfy outstanding points raised by
prospects or clients, and to help salespeople close transactions. This category can be divided into
two segments:
Supporting selling personnel directly by generating standard sales proposals, drawing upon
largely boilerplate content
Providing support to sales and subject matter experts for generating responses to RFPs and
participating in formal bidding processes
Advanced tools should provide templates, content administration and collaborative capabilities (to
manage projects), as well as workflow for versioning, approval and publication processes, to
improve the scaling of proposal resources. Users may desire support for FAQ knowledge bases,
marketing collateral repositories and integrations to contract management systems for standard
legal language to facilitate formal responses to RFPs, as well as to enforce communication
discipline and governance over deals.
Page 16 of 134
Vendors include:
Apttus
Cincom Systems
Intravation
Octant
Oracle
Proposal Software
Qorus Software
Quosal
Quote Roller
Qvidian
RFPMonkey.com
salesElement
Savo
SpringCM
bigtincan
Bloomfire
Page 17 of 134
Brainshark
CallidusCloud
Exploria
Microsoft
Oracle
Osix (Speedshare)
Prolifiq Software
Proscape Technologies
Qvidian
Salesforce
Savo
Seismic
Skura
SpringCM
Page 18 of 134
Accenture
Apttus
Capgemini
Deloitte
FICO
Hitachi
IBM
L&T Infotech
Model N
Navetti
Pros
PTC
Syncron
Vendavo
Vistaar Technologies
Wipro
Zilliant
Page 19 of 134
Vendors include:
Acctivate
Acumatica
Amdocs
CloudSense
Esker
Fujitsu (Glovia)
IBM
Microsoft
NetSuite
Oracle
Rootstock Software
SAP
TradeGecko
Zoho
Augment internal sources of data for customers, partners and prospective customers.
Provide informed levels of insight about competitive, partner, peer or prospect organizations.
Sales information services are increasingly used to establish individual, personal contacts in the
context of sales networking and initiatives. Sales information services can provide access to
information such as financial data, credit ratings, news, organizational hierarchies, and management
teams and personnel changes. Analytics applications in this segment can extract insight on
opportunities from external and internal data sources to identify correlations and improve lead
conversion rates. Other applications use social tools to correct, append or augment customer and
prospect data.
The insight can be used for lead scoring, lead prioritization and customer acquisition, and to
improve sales effectiveness. Sales and marketing teams are also using social CRM and social sites
as sources of insight and data to augment third-party sales information data sources and to keep
customer databases current.
Page 20 of 134
Vendors include:
Acxiom
Artesian Solutions
Avention
BoardEx
Broadlook Technologies
Experian
Harte Hanks
Infogroup
InsideView
Lattice Engines
Mintigo
Reed Elsevier
Salesforce (Data.com)
SalesPredict
ZoomInfo
Page 21 of 134
Functionality may also extend support for project workspace, contract pricing, contract profitability
impact analytics, e-signature capabilities and renewals, and invoice compliance and terms
management. Organizations are focusing on contract compliance and renewals as they transform to
subscription-based engagements.
Sales contract management remains a fragmented, niche market. Vendors active in this space tend
to cater to specific industries and departmental priorities, or provide add-ons to third-party business
applications or content management systems.
Vendors include:
Apttus
CLM Matrix
FPX (Glider)
IBM
Model N
Oracle
Prodagio Software
Revitas
SAP
Selectica
SpringCM
Symfact
Vistex
Anaplan
beqom
CallidusCloud
Cornerstone Software
Incentives Solutions
NetCommissions
Nice Systems
Optymyze
SAP
Xactly
Zoho
AlignStar
CallidusCloud
Cegedim
Cognizant
Page 23 of 134
Optymyze
Salesforce
SAP
Tactician
Zoho
ZS Associates
Brainshark
CallidusCloud
ClearSlide
CloudCoaching International
Cornerstone OnDemand
IBM (Kenexa)
Miller Heiman
Richardson
Saba
Page 24 of 134
Savo
WalkMe
Xentor Solutions
CallidusCloud
Halogen Software
IBM (Kenexa)
Oracle (Taleo)
Salesforce (Work.com)
SAP (SuccessFactors)
Anaplan
Interactive Medica
Page 25 of 134
Miller Heiman
Revegy
Savo
Objectives may also be desired for specific selling activities or outcomes, as well as accompanying
tools to help sales managers track the progress of team members and provide coaching.
Vendors include:
beqom
CallidusCloud
CSL
IBM
Incentive Solutions
Nice Systems
Optymyze
Salesforce (Work.com)
Page 26 of 134
ValueSelling Associates
Xentor Solutions
Badgeville
Bunchball
CallidusCloud
Incentive Solutions
Hoopla
LevelEleven
Salesforce
SAP
ZincNet
Artesian Solutions
Avention
FirstRain
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LeadSift
realSociable
Tracx
Artesian Solutions
Hearsay Social
Nimble
Tracx
IBM
Jive Software
Microsoft
Oracle
Salesforce
SugarCRM
Ecquire
Page 28 of 134
IDInteract
InsideView
KiteDesk
Lattice Engines
Channeltivity
Cognizant
Gorilla Toolz
LogicBay
Microsoft
NetSuite
Oracle
Relayware
Requisite Software
Page 29 of 134
Salesforce
SAP
TreeHouse Interactive
Digital Commerce
Digital Commerce Platforms
Digital commerce platforms provide the basic functionality to support a digital commerce site.
Historically, digital sales and physical sales were supported on separate platforms, but today's
robust platforms support both the selling of physical goods and digital subscriptions, with many
also starting to support the selling of services. Also, many platforms are starting to support both
business-to-consumer (B2C) and B2B sales.
A digital commerce platform facilitates a purchasing transaction over the Web, and supports the
creation and continuing development of an online relationship with a consumer or business
customer across multiple channels (e.g., retail, wholesale, mobile, direct and indirect sales, call
center, and digital sales channels). Basic functionality includes the creation and management of
product catalogs, Web storefronts, shopping carts, digital store management, digital merchandise
management, localization and personalization, security and compliance, customer care,
multichannel support, back-office integration via APIs, reporting, and search engine optimization
(SEO) capabilities.
Clients typically make their digital commerce technology decisions based on whether the software
is on-premises (or hosted), SaaS, or open source.
On-Premises (or Hosted)
On-premises software can be installed on local servers or hosted by either a third-party or the
commerce platform vendor. While on-premises is the traditional approach to software licensing and
maintenance, more and more clients seem to be moving toward off-premises hosting due to the
freedom it gives technology leaders from the daily responsibilities of managing availability,
scalability and reliability.
Vendors include:
Active Commerce
Bridgeline Digital
Emeldi Commerce
EPiServer
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Infor
Insite Software
Intershop Communications
Orckestra
Sana Commerce
SAP hybris
Sitecore Commerce
Znode
SaaS
SaaS is multitenant software that is hosted and maintained by the vendor with no option for an onpremises installation. It is uniformly available to all qualified subscribers. A SaaS service subscriber
is exposed only to application-level functionality, configuration and any user interfaces provided by
the vendor. Typically, the subscriber does not monitor, manage or control the underlying
infrastructure (including network, servers, OSs, storage, databases or application platform services),
but various implementations of SaaS are starting to appear where some previously shared
components are no longer shared. (See "Gartner Reference Model for Elasticity and Multitenancy"
for a detailed discussion on these differences.) Because the software is maintained by the vendor,
there are fewer options for customization, and the vendor manages product releases, feature
requests and product road maps. Many of these vendors also license use of their software on a
revenue-share basis.
Vendors include:
Alibaba
Aptean (Truition)
Apttus
arvato
Avangate
Bigcommerce
Page 31 of 134
cleverbridge
CloudCraze
Demandware
Digital River
eBay Enterprise
Ecwid
Infor (Rhythm)
Jagged Peak
MarketLive
Shopify
Volusion (Mozu)
Vtex
Znode
Open Source
Open-source software (OSS) solutions for digital commerce range from shopping carts to entire
platforms. OSS is generally available for free under a GNU's Not Unix (GNU) general public license,
although there are other license types, and fees may exist for varying types of memberships.
The adoption of OSS for certain aspects of digital commerce such as application servers, OSs
and databases (Linux, Apache, MySQL, PHP [LAMP] and Java platforms) has been a mainstream
activity for more than five years. However, many large enterprises remain concerned about the
reliability of OSS to support large transaction volumes. Organizations want to know if digital
commerce OSS is scalable, secure and robust enough for large-scale transactional sites, given that
many startup companies and SMBs that use open source are not transactional.
While OSS solutions continue to improve, it will take several more years for OSS solutions to mature
to the standards of today's enterprise digital commerce licensed software and SaaS solutions.
Vendors include:
AgoraCart
Apache OFBiz
Avetti
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Broadleaf Commerce
CubeCart
dashCommerce
Interchange
JadaSite
LiteCommerce
Nexternal
OpenCart
osCommerce
PrestaShop
Shopizer
simpleCart
SoftSlate Commerce
Solveda (BigFish)
Spree Commerce
TomatorCart
Ubercart
VirtueMart
Zen Cart
Zeuscart
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These are the applications and functionality identified by Gartner that are required to support a
digital commerce solution either through a vendor's solution, via OEM or via a vendor's strategic
partner. They may be included as part of the digital platform or separately.
Search
Search functionality on a digital commerce site ideally matches visitors with the products and
services they want, contributing to increased sales, leads and higher profits. Digital commerce
search capabilities must not only offer effective definition matching, but also handle ambiguity in
query terms. Approaches to resolving these differences include statistical analysis, thesauruses
designed for specific vertical markets and submarkets, and custom business rules. Advanced
search functionality will include the ability to predict the intended search terms based on minimal
information entered by the visitor and to customize the results.
Vendors include:
Adobe
Attivio
BA Insight
BloomReach
EasyAsk
Elasticsearch
exorbyte
Oracle (Endeca)
SLI Systems
Page 34 of 134
Functionality typically goes beyond simply publishing Web pages to include basic library services,
such as check-in/check-out and versioning, content authoring and creating, workflow, content
deployment functions, interoperability with digital commerce and marketing technologies, asset
management, Web analytics, and real-time adaptation to visitor interactions through delivery
engines or enhanced frameworks.
Vendors include:
Acquia
Adobe
Automattic
CoreMedia
EPiServer
e-Spirit
eZ Systems
GX Software
HP
IBM
Microsoft
OpenText
Oracle
SDL
Sitecore
Squiz
Order Management
Order management is the ability to provide end-to-end management of a customer order from the
time of receipt to the time of delivery, and to include returns if needed. Order management informs
the customer of inventory availability, ship date and receipt date. More sophisticated order
management applications are commonly referred to as distributed order management (DOM), and
support optimized fulfillment logistics and service levels, inventory management, and multichannel
ordering and order management. Order management is a critical back-office application supporting
digital-commerce-enabling functions, such as reordering via a previously placed order, ordering via
Page 35 of 134
order templates, data entry and management of large orders containing hundreds of items or more
in a single order, and ordering from sales contracts.
Vendors include:
CommerceHub
Dydacomp
Jagged Peak
Manhattan Associates
NetSuite (OMX)
Oracle
OrderDynamics
Saleswarp
Shopatron
Sopra Group
UniteU
Virtual Stock
Page 36 of 134
Emerging capabilities include product and pricing data management, proposal generation, deeper
analytics and KM, contract management, sales order management, and revenue management
capabilities.
Vendors include:
Apttus
CallidusCloud
Cincom Systems
Configit
Configure One
Experlogix
FPX
Infor (TDCI)
Intelliquip
SAP
Selectica
Sigma Systems
Sofon
Tacton Systems
Page 37 of 134
4-Tell
Adobe
Barilliance
Baynote
BloomReach
Blueknow
Boxever
BySide
Certona
Dynamic Yield
Flytxt
IBM
IgnitionOne
InteractEdge
Maxymiser
Monetate
MyBuys
nectarOM
Page 38 of 134
NGData
Nosto
Optimizely
Peerius
prudsys
Qubit
RichRelevance
Sailthru
Salesforce
SAP
SAS
Strands
Digital Analytics
Analytics play a crucial in digital commerce, enabling sellers to better understand how their
websites are performing, and to provide content to prospects and shoppers that is more likely to
resonate.
What started out as Web analytics has morphed into a set of specialized analytics applications used
to understand and improve the online digital experience for shoppers, and will ultimately cover all
channels, including those that use human interaction (e.g., a call center), are fully automated (e.g., a
website or mobile device), are operated by third parties (e.g., an independent retail store) or have
limited two-way interaction (e.g., display advertising). Customers perceive themselves as interacting
with brands and not departments or channels, and thus expect consistent experiences and
recognition across all channels, requiring the increased use of analytics and personalization.
Core processes of digital analytics include collecting, monitoring, analyzing and reporting on
customer behavior in order to improve the customer experience and make other activities more
effective. The improved activities include, but are not limited to, search engine advertising, email
campaigns, cross-selling or upselling targets, social media activity, and customer service. Products
offer reporting and ad hoc analysis capabilities, basic segmentation, analytical and performance
management, historical storage, and integration with other data sources and processes.
The tools are used by marketing professionals, advertisers, content developers, CSS and the digital
commerce team. Social and text analytics provides additional insight to brand marketers seeking
sentiment, intent and behavioral insights from various content types, such as blogs, news sites,
customer conversations (audio and text), and interactions occurring on the social Web (see "Hype
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Cycle for Digital Commerce, 2014"). Using digital content analytics, digital commerce sites can take
into account shopper behavior inside and outside the search process, and use technology to
recommend products to shoppers or identify the most appropriate content. Digital analytics can
also be used to identify problems with specific Web pages and digital processes.
Vendors include:
Adobe (Analytics)
Celebrus Technologies
ClickFox
comScore
Google (Analytics)
IBM (Coremetrics)
OrderDynamics
SAS
Webtrends
A/B testing is used to show two different versions of a piece of content to two different sets of
users. The content is commonly a Web page, email or online advertisement. By comparing a
desired user action between the two variants, one variant can be declared more effective than
the other. Statistical models are used by the A/B testing tools to ensure validity of the results.
MVT is an advanced version of A/B testing, where multiple changes to content are tested at the
same time. The changes are combined into a subset of versions and shown to different sets of
users. Matrix algebra and statistical models are used to determine the most effective
combination of changes in a much more efficient way than running separate A/B tests of every
possible combination.
Vendors include:
Adobe
Page 40 of 134
Maximizer Software
Monetate
Optimizely
SiteSpect
Webtrends
Aria Systems
Avangate
Chargify
cleverbridge
Digital River
goTransverse
Monexa
Page 41 of 134
NetSuite
Oracle
Recurly
SAP
Vindicia
Zuora
Acculynk
ACI Worldwide
Alipay (China)
allpago (Brazil)
Ayden
BluePay
BlueSnap
Chase Paymentech
Computop Wirtschaftsinformatik
DataCash (MasterCard)
Delego
Digital River
eBay PayPal
Page 42 of 134
First Data
GlobalCollect
Global Payments
Limonetik
Merchant Link
Merchant Warehouse
N&TS Group
Paymentwall
Paymetric
Sage
SecureNet
Shift4
Square
Stripe
TSYS
Vantiv
Verifone
Worldline
Worldpay
Mobile Payments
Mobile payments occur in two primary ways: online or offline (aka in-store):
Online mobile payments can be similar to those conducted on the Web. The customer either:
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Offline mobile payments may occur when the customer's mobile device serves as a wallet,
enabling the customer to use one or more payment types (such as debit, credit, etc.) at the
store point of sale (POS).
Different technologies such as quick response (QR) codes, SMS and Near Field Communication
(NFC) may be used to communicate the exchange of payment information between the seller and
buyer devices. Mobile payments can also be branded by the provider (e.g., Google and Apple) or
white-labeled, as in the case of Paydiant.
Vendors include:
Intuit (GoPayment)
MasterCard (MasterPass)
Paydiant
Square Order
Visa Checkout
Product reviews and ratings are the presentation, capture and sharing of product-, service- or
experience-specific perspectives among customers and partners, both on- and off-domain. Buyers
can write, post and view reviews on an e-commerce or social website while shopping or browsing
online. Product review technologies enable potential e-commerce customers to make decisions
based on feedback from individuals who have purchased or are using the product. Online product
reviews are becoming more critical to purchase decisions, including on an e-commerce shopping
site, as well as in a brick-and-mortar retail facility.
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Vendors include:
Bazaarvoice
Gigya
Pluck
PowerReviews
Revoo
ShopSocially
Social network selling influences purchases, either indirectly or directly, via social networks. When
indirect, social selling enables customers to promote their likes and purchases to others through
social networks, in the hopes that others will follow suit. Sellers may also offer incentives for
prospects to make purchases. When direct, social selling results in a sale, as the prospective buyer
is able to make a purchase either on the social network or through a link on the social network to
the seller's website.
Vendors include:
Bazaarvoice
Fluid
Gigya
Mixpo (ShopIgniter)
Offerpop
Oracle
Pluck
PowerReviews
Ready Pulse
Revoo
ShopSocially
Product (or brand) advocacy is a personalized product review by an existing customer. Prospective
customers correspond with customers (via email or chat) who have previously purchased and are
using the products under consideration.
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Vendors include:
Bazaarvoice
Needle
PowerReviews
Revoo
ShopSocially
Marketing
Integrated Marketing Management
Integrated Marketing Management
Integrated marketing management (IMM) represents the marketing strategy, process automation
and technologies required to integrate people, processes, campaigns, channels, resources and
technologies across the marketing ecosystem. The marketing ecosystem includes internal
marketing staff and external stakeholders to the company (see "IT Leaders Need to Understand
Integrated Marketing Management Capabilities to Adequately Support Marketing").
IT leaders supporting marketing should understand the numerous roles and functions across the
marketing ecosystem that must be integrated to complete marketing programs, campaigns and
initiatives. There are three major types of processes that these roles and functions must support,
with numerous subprocesses and capabilities required for each role and function. The three major
types of processes are:
Executional: These processes analyze customer data, segment customers, and target
campaigns and offers to customers or partners across multiple channels and points of
interaction (both digital and offline), and across different types of interactions (outbound,
inbound and event-triggered). Multichannel campaign management (MCCM) is the term we use
to describe this set of executional capabilities and processes.
Operational: These processes support the internal operations of the marketing department and
management of resources (e.g., budgets, projects, HR and content/assets). Key competencies
include planning and financial management, creative production and project management,
marketing asset management, and marketing fulfillment. Marketing resource management
(MRM) is the term we use to describe this set of operational processes and associated
application functionality.
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IMM integrates executional, operational and analytical marketing processes in a closed loop across
the marketing ecosystem to support marketing initiatives (e.g., programs, campaigns and creative
projects) and to enable the different roles to perform their various functions. For each subprocess
step in the closed-loop marketing process, IMM blends the appropriate executional, operational
and analytical capabilities required for that step. Key steps include developing the concept or idea;
planning and optimizing the initiative, resource allocation, campaign or content creation; conducting
a pilot; executing the campaign or program; and evaluating and analyzing the results and feedback
into ongoing and new initiatives. The impact of technology and applications across these processes
is quite profound and will require a strong relationship between IT and marketing.
A variety of suppliers offers marketing technologies and functionality. These suppliers generally fall
into one of five categories:
MRM suites
Boutique/specialty vendors
Adobe
Direxxis
IBM
Infor
Marketo
Microsoft (Dynamics)
Oracle
Pegasystems
Pitney Bowes
RedPoint
SAP
SAS
SDL
Teradata
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Adobe
Experian
IBM
Infor
Marketo
Oracle
Pegasystems
Pitney Bowes
RedPoint
Salesforce
SAP
SAS
SDL
Selligent
Sitecore
Teradata
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Zeta Interactive
Event-Triggered Marketing
Event-triggered marketing uses events personally relevant to the customer, such as a birthday, an
upcoming renewal date or the achievement of a new buyer status, as the basis for offers and
communication. For example, customers are automatically acknowledged with a special offer when
they recruit family members or friends, or they receive a special offer when they purchase a series
of luxury goods, qualifying them for a change in buyer status.
An appealing customer offer meets a real or perceived need. The offer must be delivered when the
customer recognizes the need and is receptive to a relevant offer.
Event-triggered marketing uses analytics for event detection and/or profile changes to recognize
cross-sell or retention opportunities in the customer base. Business process management enables
execution of those offers through the most-effective channels of communication. Effective
deployment involves five stages, from event identification to response execution.
Vendors include:
Adobe
IBM
Infor
Marketo
Oracle
Pontis
Salesforce
SAP
SAS
Teradata
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Adobe
FICO
IBM
Infor
Oracle
SAS
Tibco Software
Loyalty Management
Loyalty management uses incentives and rewards to attract, acquire and retain customers.
Advocacy and loyalty management campaigns can enhance the total customer value proposition by
integrating buyer incentives with the brand promise and product marketing messages.
Few vendors, however, have an integrated vision for bringing loyalty, customer advocacy
techniques, and customer acquisition and retention together in a multichannel marketing
framework. Social marketing has offered a new way to engage with followers and influencers, but
this approach still needs more hard metrics to substantiate conversions. Eventually, loyalty
management will be treated as more than just another division or a separate initiative, and instead
will become part of a larger-scale focus on managing the customer experience.
Vendors include:
Aimia
Brierley+Partners
Comarch
Epsilon
Kobie Marketing
Oracle (Siebel)
SAP
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Digital Marketing
Transactional Marketing
Transactional marketing is typically associated with a website and selling, and takes advantage of
in-session/on-site behavior to recommend products and services of interest (e.g., "You recently
viewed this digital camera, so you might also be interested in camera tripods."). For example, a
lawn care company could ask customers for two pieces of information: What type of grass do you
have? What is your ZIP Code? With this information, the company could move from mass email
campaigns to presenting thousands of combinations of personalized offers based on location, type
of grass and season. Personalizing offers can lead to increased response rates and lower marketing
costs.
Vendors include:
Acxiom
Adobe
ContactLab
DotMailer
Epsilon
Experian (CheetahMail)
IBM (Silverpop)
Lyris
Marketo
Oracle (Responsys)
Salesforce (ExactTarget)
StrongView
Lead Management
Lead Management
Lead management processes take in unqualified contacts and opportunities from a variety of
sources, including Web registration pages and campaigns, direct mail campaigns, email marketing,
multichannel campaigns, database marketing and third-party leased lists, social media, tradeshows,
webinars, and other events. The output of lead management processes qualified, scored,
nurtured, augmented and prioritized selling opportunities is handed off to direct, indirect or ecommerce sales channels for action and closure. Lead management integrates business process
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and technology: to connect marketing with direct or indirect sales channels, and to identify and
develop higher-value opportunities through improved demand creation, execution and opportunity
management.
Companies that implement lead management processes are primarily B2B or business-to-businessto-consumer (B2B2C) business models, but B2C organizations selling high-value, complex
products such as financial services, insurance, capital-intensive consumer products, and sports
and entertainment are also investing in and implementing lead management applications.
Vendors include:
Act-On
Adobe (Campaign)
HubSpot
Marketo
Oracle (Eloqua)
Salesfusion
SugarCRM
Teradata (Aprimo)
TreeHouse Interactive
Velocify
Zoho
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collateral; and measure and optimize marketing performance (see "The Five Competencies of MRM
'Re-' Defined").
Clients are more sophisticated and more astute about their requirements. First-time buyers are
looking across a broader set of MRM competencies and at the global impact of the initiatives,
whereas MRM veterans are looking to expand functionality, as well as to expand globally, while
consolidating prior purchases. Early buyers are re-evaluating their choices as the market matures.
The market is becoming somewhat polarized, with megavendors such as IBM, Infor, Microsoft,
SAP, SAS and Teradata becoming major players, and smaller providers, such as Workfront,
entering the market. Most of the other vendors concentrating on MRM have less than $15 million in
total revenue. Therefore, buyers will have to make trade-offs between overall vendor viability and
breadth and depth of functionality based on their requirements and the relationships the vendor
brings to clients' issues (see "Magic Quadrant for Marketing Resource Management").
Consolidation is driven predominantly by: (1) the need to expand MRM capabilities to meet client
requirements; and (2) the growing interest and investment in MRM among larger application
vendors. New entrants are expected in the MRM market, but the window of opportunity is closing
for small vendors as consolidation increases among larger players. To help further evaluate how
MRM vendors meet your requirements, see "Toolkit: How to Create a Marketing Resource
Management Application RFP."
Vendors include:
Adam Software
Adgistics
Adnovate
Workfront
Balihoo
BrandMaker
BrandSystems
BrandWizard
Brandworkz
Capital ID
Celartem (Extensis)
celum
Clarizen
Contentserv
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DataSource
Direxxis
Elateral
Gap Systems
IBM
Infor
Kodak
Longwood Software
Marketingunity
Marketo
Microsoft (Dynamics)
Mtivity
North Plains
OpenText
Oracle
Pica9
Prolifiq Software
Quark
Saepio
SAP
SAS
Savo
SDL
SproutLoud
Teradata
Wedia
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Marketing Analytics
Marketing Performance Management
MPM enables the marketing organization to monitor, manage and predict the performance of its
strategies, processes, programs, campaigns and other initiatives through the use of analytics
applications and tools. Analytics for MPM supports descriptive, diagnostic, predictive and
prescriptive analytics.
MPM encompasses the tools, technologies, consulting services and solutions that enable marketing
users to access insights, analyze data, make predictions, and optimize marketing programs and
resources. MPM is a critical element of an IMM platform, providing visibility into performance,
understanding that performance and taking action based on that knowledge. MPM also enables
enterprises to make predictions about customers, markets and competitors, as well as run
simulations on future marketing scenarios and scenario planning.
Few vendors offer a comprehensive MPM solution. Most are focused tactically on providing insights
into how to use the software application, not into examining the functional performance of the
marketing organization and its processes. However, more marketing vendors are investing in MPM
capabilities with improved dashboards, visualization and advanced analytics. System integrators,
professional services providers, and marketing service providers and agencies also are likely to
show interest in partnering with technology providers to build solutions around MPM or in
enhancing their consulting offerings to focus on key MPM objectives.
Vendors include:
Accenture
Adobe
Allocadia
Beckon
BrandMaker
Direxxis
General Sentiment
GroupM
HP Autonomy
IBM
Infor
iQor (HardMetrics)
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Marketo
MarketShare
Microsoft (Dynamics)
Mindtree
MMA
Mu Sigma
Oracle
RedPoint
Sailthru
SAP
SAS
Teradata
ThinkVine
Vistaar Technologies
Get Satisfaction
Jive Software
Lithium Technologies
MindMixer
Salesforce
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Vendors include:
Brandwatch
Crimson Hexagon
NetBase
Salesforce
Synthesio
Sysomos
Engage121
Hootsuite
NextPrinciples
Spredfast
Sprinklr
Synthesio
Adobe
Falcon Social
Oracle
Salesforce
Shoutlet
SocialFlow
Sprinklr
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Gigya
IDInteract
Janrain
Mblast
Provenir
Customer Service
Customer Engagement Center
Customer Engagement Center Suite
The customer service business application space is evolving rapidly from software that manages
cases to a multichannel customer engagement center (CEC) that handles all incoming and outgoing
media channels and devices, as well as customer engagement rules, content, and workflow.
The new capabilities are for social engagement with customers on social channels, such as forums,
Twitter and Facebook, as well as heavier use of video chat, co-browsing, mobile support and
Internet devices embedded in objects and wearables worn by customers. The basic CEC is divided
into nine logical groupings:
1.
CSS problem management, trouble ticketing and case management; generally must have a
CRM database/account, case and activity objects to be considered
2.
Knowledge base solutions and advanced desktop content federation and search
3.
4.
Web and mobile extension of the solution to online communities interested in peer-to-peer
(P2P) collaboration management, as well as social media engagement tools (such as Facebook,
Twitter and forums)
5.
Real-time analytics for decision support, including routing, workflow, sales and offer
management
6.
Other analytics; includes social network analysis, reputation, sentiment analysis of posts, text,
voice and images, real-time feedback, and surveys
7.
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8.
9.
The first layer CRM business applications for customer interactions handles a wide range of
tasks, such as case management and problem resolution. Other functions include advisory
services, problem diagnostics and resolution, account management, and returns management.
Applications may also be industry-tuned for government, not-for-profit agencies and higher
education. They may include knowledge-enabled service resolution (such as advanced search
tools), community management, offer management and service analytics dashboards. They are
designed to enable employees or agents of a company to support clients directly, usually within a
contact center, whether the product is a consumer good, a durable good or a business service,
such as financial services, customer services (for example, retail banking, wealth management or
insurance), hospitality, telecommunications, government, utilities and travel. Some of the
capabilities include:
The agent needs to support the customer, regardless of whether the customer is on a website
or social media, on a mobile device, at a kiosk or in a vehicle. This means that the agent:
Knows the path that the customer has taken before the voice conversation takes place (the
agent knows the communication context of the interaction)
Has the tools to solve the customer's problem or address his or her issue from a remote
location
The CEC needs to send out proactive, automated alerts. For example, when the status of a
back-end system changes to one the customer needs to be aware of, an alert is sent to one or
several devices until the customer responds that he or she has received the notification. For
example, customers might need to be notified about a bank balance, credit card fraud, flight
delays, available (product) upgrades, a price range reached, a special offer on cars or insurance
policy exceptions.
The application contains business rules for complex entities (for example, contact, enterprise,
subsidiary or partner) and the workflow processes to route a case, opportunity or order based
on the rule set for the specific relationship.
A case may be routed from one department to another, depending on the type of case.
Multiple back-end systems synchronize using their own rules (for example, credit card fraud;
telecommunications-specific functions, such as telecommunication billing, service and resource
management; product life cycle management; digital content; and advertising bundling) and
integrated order management.
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For the positioning of key vendors, see "Magic Quadrant for the CRM Customer Engagement
Center."
We divide our list of providers into two sections:
Vendors with core customer service CRM applications for the CEC include:
Amdocs
Aptean
Astute Solutions
Coheris
CRMnext
eGain
Eptica
Lithium Technologies
mplsystems
Neocase Software
NexJ Systems
Pegasystems
Pitney Bowes
Salesforce
SAP
ServiceNow
SugarCRM
update software
Vertical Solutions
Wilke Global
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Zendesk
AnswerDash
AnswerOne
Attensity
Beyond Verbal
bpm'online
Cirrus Insight
Clarabridge
ClearMash
ClickFox
Coveo
Dimelo
eGain
FacilityLive
Humanify
IBM (Tealeaf)
Interactions
InvisibleCRM
Jacada
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Knowesia
Lithium Technologies
Medallia
MindTouch
Morphis
NextPrinciples
Nice Systems
Panviva
Pitney Bowes
RightAnswers
SAP KXEN
Satmap
Telligent (Zimbra)
Thunderhead
Transversal
WalkMe
Aspect
Calabrio
Collab
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Genesys
inContact (Uptivity)
Interactive Intelligence
Nice Systems
Verint Systems
Workforce Management
At its core, contact center workforce management software is intended to maximize the use of
agent labor by projecting incoming and outgoing call volumes or other communication methods
(e.g., email or chat) and scheduling staff to meet these needs by a designated time for example,
time of day, day of week or week of month.
Vendors include:
ac2 Solutions
Aspect
Calabrio
Collab
Genesys
Globitel
Holy-Dis
inContact (Uptivity)
Interactive Intelligence
InVision
ISC Consultants
Monet Software
NetCall
Nice Systems
Open Wave
Oracle
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Pipkins
Portage Communications
Qmax Systems
SAP
ScheduleSource
Teleopti
Telstrat
Verint Systems
Workflex
Interaction Recording
The quality management software market encompasses applications for on-demand, selective and
full-time recording of customer audio interactions, as well as screen capture of agent desktop
activity. The vendors in this market also provide call evaluation tools, online monitoring tools for
joining live calls and speech analytics for audio insight. These tools are traditionally used for
compliance and quality.
Vendors include:
ASC
Aspect
Cacti
Calabrio
Cognia
Collab
dvsAnalytics
Envision
Globitel
HigherGround
inContact (Uptivity)
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Interactive Intelligence
KnoahSoft
LiveOps
Magnetic North
Mattersight
Monet Software
NetCall
Nice Systems
OnviSource
TantaComm
Telrex
Telstrat
Verint Systems
VirtualLogger
VPI
Zoom International
Agent Evaluation
Agent evaluation traditionally relies on the playback of captured call recordings, and an assessment
of each agent's performance by a supervisor or dedicated quality team. Calls are selected randomly
or by using basic operational criteria, such as call length or routing logic. Most interaction recording
vendors supply this software, but with varying degrees of sophistication. The emergence of speech
analytics adds a degree of intelligence to this process and introduces evaluation vendors that may
own the interaction recordings.
Vendors include:
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Performance Management
Performance management systems in the contact center integrate the enterprise's in-place contact
center technologies, CRM systems and other data sources to provide a transparent picture of
performance across sites, functions, levels and agents, while aligning targets with business
objectives. These solutions are combined with business intelligence analytical tools to filter, drill,
graph and analyze KPIs to determine the root cause of good or bad performance and make
adjustments, even in real time, if needed.
Vendors include:
AnswerOn
Cognos (Databeacon)
Empirix
Enkata
Exony
iQor (HardMetrics)
Jacada
Mattersight
Nice Systems
QPC
SAP (SuccessFactors)
Verint Systems
Interaction Analytics
Interaction analytics combine and analyze the multiple, disparate data sources involved in a
customer-agent interaction to identify trends and insights. The data can be structured, such as
operational data and call flow dynamics, or unstructured, such as audio and text (voice, email, IM or
chat). Deployment in a contact center can potentially uncover a diverse range of insights to improve
the performance of the contact center and its agents, as well as provide customer and
departmental insights (such as customer perceptions of a marketing campaign or new product
pricing strategy).
Vendors include:
Almawave
Avaya (Aurix)
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CallMiner
Genesys (Utopy)
HP Autonomy
Interactive Intelligence
Mattersight
Nexidia
Nice Systems
Ramp
Verint Systems
Postcall Surveys
Postcall surveying captures the customer's perspective of the interaction that he or she had with an
agent, and can be a key factor in evaluating customer satisfaction and agent performance.
Traditional interactive voice response (IVR)-based survey tools are making way for more crosschannel solutions that enable contact centers to collect feedback via email, SMS and other
channels. Operational integration triggers the customer invitation automatically and personalizes it
so that the name of the agent and topic of conversation are highlighted. The questions are related
to the interaction that occurred. Leading enterprise feedback management vendors or agent
evaluation vendors typically offer this feature.
Vendors include:
Agent Coaching
A further subset of e-learning is the specific coaching/training requirements of customer service
representatives (CSRs), linked to quality evaluations from recorded calls. These solutions help
optimize agent performance through the delivery of appropriate feedback and lightweight coaching
materials, such as best-practice audio clips, documents and specific notes from the supervisor.
Vendors include:
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E-Learning
Gartner defines e-learning as the electronically enabled transfer of skills and knowledge. It is a
multimodal style of distributed learning that includes Web-based learning, computer-based learning,
mobile learning, virtual classrooms and online collaboration. Courses are delivered via a variety of
mechanisms, including an internal learning portal, the Internet, audiocasts and videocasts, mobile
devices, and CD-ROM.
The call center e-learning marketplace is a subset of the broader e-learning market. Many
companies are shifting a portion of their instructor-led training to e-learning. However, in many
organizations, the call center remains a siloed environment, because CSRs who are linked to quality
evaluations from recorded calls require specific coaching and training. E-learning solutions help
optimize agent performance through the delivery of appropriate learning programs, from basic skills
training to complex-scenario courses and assessments.
The vendors listed here provided off-the-shelf course content for training call center employees.
Courseware content can also be developed using courseware authoring tools or by custom content
development firms.
Vendors include:
Intradiem
ProEdge Skills
Skillsoft
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[24]7 (IntelliResponse)
Anboto
Avaya
Diabolocom
eGain
Eptica
Genesys
Interactive Intelligence
iSOCO
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Moxie
mplsystems
Oracle (RightNow)
Presence Technology
Salesforce
SAP
TouchCommerce
Knowledge Management
KM emphasizes an integrated approach to managing an enterprise's knowledge assets, which are
made up of the information available to an enterprise about its best practices, critical business
processes and operating environment. A successful KM strategy is comprised of:
People People who inform our need for information can come from within an enterprise and
outside the enterprise. The goal of a KM strategy is to empower as many people as possible to
participate in creating and consuming relevant knowledge.
Processes KM processes include the methods utilized to develop, maintain, deliver and
measure knowledge, and to encourage participation. This can be highly complex, as there is a
potentially wide range of KM processes.
For customer self-service (on mobile and the Web, kiosks, and high-tech equipment/appliances
and wearables)
By partners
In other applications, such as for POS, automated teller machines (ATMs) and ticket machines
CSS processes are required on all channels of engagement and on all types of devices (including
home appliances and wearables) and to perform a wide variety of tasks. Every enterprise faces the
complex KM challenge of accessing the exact piece of information to solve a problem or answer a
question.
It is not possible for any one software supplier to address all combinations of KM requirements for
CRM customer service. KM happens through virtual customer assistants, in chat sessions, on the
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telephone, in community forums and in many other areas. Knowledge artifacts can be found
through search tools via enterprise portals or by way of content management tools. Business cases
must focus on integrating the knowledge base with multiple channels: Web chat to reduce chat
duration, ERMS to return emails with accurate answers and virtual assistants to enhance
information delivery in addition to the self-service search on the website. Realizing the value of KM
is possible as part of a long-term commitment to fine-tuning and enhancing the knowledge base.
The focus in KM is to achieve at least an 85% relevance of responses, guarantee constant use and
avoid users abandoning the search. The knowledge should be contextual and available on all
communication channels.
KM for CSS consists of six categories of knowledge:
1.
Agent The contact center agent is a repository of information on corporate products and
services, as well as problem resolution. Capturing agent knowledge in a repository can speed
up the delivery of services and the training of new individuals.
2.
Corporate Corporate knowledge contains the total body of knowledge necessary to deliver
on the strategic aims and objectives of an organization. It provides product and service
information, and can typically be accessed by any internal corporate Web citizen. Typically, the
head of operations will take responsibility for this information. In a sales-oriented organization,
the head of sales will take responsibility for this information's upkeep and delivery.
3.
Social Many people belonging to social networks post information on bulletin boards and
blogs. By gathering and analyzing the information written about your corporate products and
services, you will become aware of the public perception of your organization. Collect this
information and store it centrally for self-service access, because your customers often know
more about your products and services than you do. Use social knowledge to expand your
corporate thinking, taking into account what is being said about your organization.
4.
Partner If you have partners in your supply chain, then they are often the ones dealing
directly with your customers. Collect and store this information for Web-based, self-service
access by other partners within the supply chain so you have a common way to resolve
problems and queries. Also, use this information to bring new partners online in as short a time
as possible, and to check on the quality and content of interactions that your partners have with
your most valuable asset: your customers.
5.
Search Public search engines do not include corporate knowledge unless specific items of
corporate knowledge are tagged as accessible to search engine spiders. By opening up some
areas of corporate knowledge via a public self-service engine, it is possible to have your internal
information listed together with publicly searched results.
6.
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Vendors include:
AnswerDash
Aptean (Knova)
Coveo
Dezide
eGain KnowledgeAgent
Eptica
FacilityLive
KMS lighthouse
KnowledgeBroker
Microsoft (Parature)
MindTouch
Moxie
noHold
Oracle (Knowledge)
Panviva
PTC (Servigistics)
RightAnswers
Transversal
2.
User interface that receives the request and delivers the response via speech or text
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3.
Search engine that can traverse big data repositories of knowledge and content, with strong
content authoring and management
4.
Work by current VCA vendors is raising awareness of general vulnerability assessment (VA)
technology as a practical tool. The transition from reactive virtual assistants that respond to
questions for which answers can be found in structured content libraries to proactive VCAs that
look at the characteristics of the individual and act on their behalf is underway, but will require a few
years to reach the mainstream. With the transition to a mobile-first user experience, many of the
VCAs are in need of updating, especially to leverage the information available on smartphones.
Effective use of a VCA can divert customer interactions away from an expensive phone channel to a
less expensive, self-service channel, and especially to a mobile platform. The use of a voiceenabled VCA in a kiosk or an automated teller machine can alleviate the need for typed
interventions, and can assist in creating an interesting interaction for a nontraditional audience.
The interaction with a virtual customer assistant is via the Web, SMS, chat messenger, or other
Web-based or mobile interfaces. Building a virtual assistant depends on speech-based applications
in situations where voice processing is enabled and relies extensively on a KM back end that is the
storage repository for the virtual assistant's knowledge. This combination of speech technology and
the virtual assistant provides a strong customer service proposition. A great virtual assistant offers
more than just search. It should enrich the quality of the customer experience and assist the
customer throughout the online interaction.
Vendors include:
[24]7
Anboto
Artificial Solutions
CodeBaby
Creative Virtual
Ecreation
eGain
Eidoserve (GetAbby)
Existor
GyrusLogic
Inbenta
InteliWISE
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Interactions
Intoote
iSOCO
LogicJunction
Microsoft
Next IT
novomind
Occambee
Oddcast
SelfService Co.
Stanusch Technologies
Synthetix
Transversal
Viclone
Virtual Zone
Xiaoi
Zucchetti
Dimelo
Get Satisfaction
Jive Software
Lithium Technologies
Salesforce
Zimbra
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Avaya
eGain
Moxie
Salesforce
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(the customer can be in a self-service process, but request or be given live agent support via chat,
voice or co-browsing) customer support.
Over the last 12 months, we have observed the rising popularity of mobile customer service
applications in multiple industries and geographies. However, development has not been as fast as
we thought, as many consumer-facing apps that people use daily are free of charge and thus
provide minimum or no support. The in-app support, as well as support via a company's mobile
website, has only started to emerge in industries such as hotels, airlines, banking and
telecommunications, where expectations of customer service via mobile devices are higher than
other channels.
The mobile customer interaction can be presented in one of three ways:
Mobile browser Using a mobile device's built-in Web browser to access Web-based content
is the least expensive investment an organization can make when starting to deploy customer
interactions. Any Web-based functionality and content available on a laptop or via a desktop
browser can be accessed by a mobile device. The customer experience, however, is not very
rich, because content drops off the bottom and right side of the screen, requiring the customer
to continuously scroll to access all content.
Mobile Web Organizations deploy mobile Web technologies on a back-end server. The
mobile server recognizes the incoming device, and formats the screen content accordingly. A
BlackBerry is distinguished from an iPhone, in that the content is formatted on the server and
delivered to another device with the correct function keys and formatting enabled for that
particular device. This method caters to a vast array of mobile devices and retains the
processing power on the server, as opposed to relying on the phone, and can deliver a rich
customer interaction.
Mobile application The mobile application is downloaded from the Web and installed on the
device. Because mobile applications are unique to every mobile platform, multiple versions of
the application are needed. The mobile application moves some processing power and all
display and formatting processing to the mobile device, and focuses mostly on the transfer of
information. The mobile application has the potential to deliver rich customer interactions, but is
the most expensive method for moving interactions to a mobile device.
Vendors included:
[24]7 (IntelliResponse)
Creative Virtual
eGain
Eptica
Genesys
Interactive Intelligence
Moxie
Page 76 of 134
mplsystems
Oracle
Pegasystems
Salesforce
SAP
TouchCommerce
Vendors that have mobile CRM customer service applications that are available exclusively on a
mobile device, and not available as a desktop or laptop installation, include:
[24]7
Apple (Siri)
Iris Mobile
Sherpa
Urban Airship
Page 77 of 134
8x8
Aastra Technologies
Alcatel-Lucent
Altitude Software
Aspect
Atlantic Technologies
Avaya
Bell Canada
BT Group
C-Zentrix
Capgemini
CenturyLink
Cisco
Colt
ComputerTalk
Content Guru
Convergys Zimbra
Dimension Data
Drishti-Soft Solutions
eGain
Five9
Genesys (Echopass)
Huawei
inContact
Interactive Intelligence
KPN International
LiveOps
Mattersight
Page 78 of 134
Mitel
NEC
NewVoiceMedia
Noda
Orange
Protocol One
SAP
Satmap
Shoretel
Telax
Telefonica
TeleTech
Toshiba
Transera
Unify
Verizon
Vocalcom
Vodafone
VoltDelta
West Interactive
Zeacom
ZTE
Voice Self-Service
Automated self-service that includes voice functionality is an important option for contact centers.
These solutions provide an alternative to live contact center agents when resolving a range of
customer service issues, and allow managers to balance the quality of live call service with the cost
and scaling advantages of automation. Most contact centers seek to increase self-service
automation by continuously evaluating customer satisfaction while simultaneously developing
options that increase self-service utilization and call completion rates.
Page 79 of 134
There are two primary options for interacting with telephone callers using voice self-service:
The first is via the standard touch-tone telephone keypad, and this remains the most common
form of telephone information entry.
The second is to use speech recognition. This is particularly effective for certain types of
problems and environments, and comes in various forms.
There is an increased demand for options that allow interacting with callers who also have other
simultaneous interaction options. Two related options are initiating calls to customer service from
within a Web session and using omnichannel tools to improve self-service.
1.
There are different ways to initiate a live call from a Web session. Current common options for
integrating Web activity with a subsequent call are "click-to-call-back" and the use of visual IVR
tools to assist in converting IVR scripts to Web and mobile screens. An emerging trend is
initiating voice calls to customer service directly from within a self-service Web session using
Web real-time communication (WebRTC) or another browser-based session. A related form of
voice interaction is when customers contact customer service via a voice over IP (VoIP) soft
client, such as Skype. As Internet voice usage increases, these forms of interaction will become
an attractive option for some call centers.
2.
Omnichannel interactions are primarily geared toward interacting with callers with smart mobile
devices where it is possible to interact with multiple channels. These interactions occur when a
single session is aware of the other channels and can offer options to incorporate them. For
example, in a self-service call flow, a caller asking about a doctor's office or a restaurant might
be given the option of having the address sent to the SMS number from which he or she is
calling. This saves the caller from having to write down information, which is especially critical if
he or she is driving in a car.
Voice response platforms provide voice access to information and applications, and can perform
complex call routing based on information provided by the caller (see "MarketScope for IVR
Systems and Enterprise Voice Portals").
IVRs initially were deployed on dedicated, special-purpose hardware-based platforms. Starting in
2000, a new generation of more open-software-based communications platforms emerged. These
supported IVR functionality based on a Web-style architecture that separated the Web applications
from the voice portal platform. In effect, there were two layers: the Web application layer and the
voice portal platform layer. The control protocol between the two layers is based on Internet
standards, in particular on VoiceXML and Call Control XML (CCXML). These new voice portal
architectures increasingly also supported VoIP standards, such as Session Initiation Protocol (SIP),
and speech standards, such as Media Resource Control Protocol (MRCP). The voice portal model
became the dominant approach by 2005.
In 2010, another architectural approach emerged that was designed for flexible cloud deployments;
Gartner calls this approach the native cloud communication ecosystem (NCCE). NCCEs use the
three-layer approach common to cloud architectures infrastructure as a service (IaaS), platform
Page 80 of 134
as a service (PaaS) and SaaS. The communication PaaS layer incorporates functionality similar to
the voice portal, and typically supports VoiceXML. To do this, the communication PaaS layer has
unique characteristics to enable real-time communications, such as voice, telephony and video. In
current implementations, some solutions integrate the communication PaaS and IaaS layers in order
to support the more exigent real-time communications requirements. However, the solutions also
may leverage established IaaS solutions, such as Amazon Web Services (AWS) or Microsoft Azure,
for scaling and cost reasons.
The NCCE approach currently offers significant advantages when addressing the omnichannel
requirements of applications and users, because it can more easily be extended to accommodate
emerging technology options. The communication PaaS and IaaS approach offers significant
scaling and startup cost advantages, because communication PaaS applications only pay for
services as they are used and the IaaS approach allows rapid scaling on demand. An important
characteristic of these solutions is their ability to leverage an ecosystem of partners to deliver
services at each of the layers. In some cases, the communication PaaS layer leverages other SaaS
and PaaS solutions to meet application needs. The result is that the applications come together as
a cloud communications ecosystem.
NCCE communication PaaS vendors include:
Aspect
Plivo
Tropo
Twilio
Below, we list the vendors whose IVR platforms are often sold as stand-alone solutions. Many
additional vendors sell IVR applications primarily as part of a broader contact center solution.
IVR vendors include:
Aspect
Avaya
Cisco
Convergys
Enghouse Interactive
Genesys
Plum Voice
West Interactive
Page 81 of 134
Speech Technologies
Contact center speech software enables communications IVR applications to identify spoken words
or phrases (utterances). This technology, often called automatic speech recognition (ASR), allows
certain IVR tasks to be performed more effectively than via touch-tone phone keypad entry.
ASR offers improvements in three major areas:
Complex data entry An entry such as date and time or the names of cities and states is
extremely difficult to accomplish via a telephone keypad. ASR allows callers to speak the date
and time or the name of the city and state. The system identifies the answer.
Open-menu applications Complex menus are difficult to navigate via touch tone and result in
low call completion rates. For example, applications offering callers a broad range of possible
problem-solving options or offering many service options are not easily accomplished via touch
tone. An open menu can simply ask, "How may I help you?" and then use speech recognition to
identify the caller's needs.
Hands-free operation This is a third area where ASR is particularly helpful. It is useful when
the caller must make requests without using his or her hands for example, the caller may be
operating a vehicle or some other type of machinery when seeking help.
Speech recognition IVR applications are more expensive than standard dual-tone multifrequency
(DTMF) touch-tone applications. To properly evaluate the options, enterprises must understand how
much incremental improvement the ASR technology will offer over the less expensive DTMF
interface.
Speech technology vendors include:
Aspect
AT&T (Watson)
Microsoft
Nuance Communications
Several ASR-related technologies can enhance application performance and the user experience
under specific conditions: speaker verification, human-assisted IVR and speech functionality.
Speaker verification, also known as voice recognition and voice biometrics, identifies the person
who is speaking by the characteristics of his or her voice. The most common applications are
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password reset and the prequalification of callers into a sensitive IVR application, such as those
used by the banking or healthcare industries.
Vendors include:
Aspect
MModal
Nuance Communications
ValidSoft
VoiceVault
Human-assisted IVR integrates speech recognition functions with a live human agent. This
integration can significantly increase speech recognition rates while also leveraging speech
recognition automation. One approach is to record spoken utterances that are not recognized by
the ASR engine and pass them to a pool of waiting agents who identify what is being said. This
happens quickly and without the awareness of the caller.
Vendors include:
Interactions
Nuance Communications
Spoken Communications
Dimelo
Get Satisfaction
Jive Software
Lithium Technologies
Salesforce
Zimbra
Page 83 of 134
Attensity
Clarabridge
Conversocial
Coosto
Engagor
Five9
Conversocial
Coosto
Dimelo
Engagor
Lithium Technologies
Sparkcentral
IBM
Jive Software
Page 84 of 134
Microsoft
Salesforce
SugarCRM
Attensity
Clarabridge
Conversocial
Medallia
Salesforce
Sprinklr
Ecquire
Gigya
IDInteract
Janrain
Mblast
Page 85 of 134
improve the performance of the contact center and its agents, as well as provide customer and
departmental insights (such as customer perceptions of a marketing campaign or new product
pricing strategy).
Vendors include:
Almawave
Avaya (Aurix)
CallMiner
Genesys (Utopy)
HP Autonomy
Interactive Intelligence
Mattersight
Nexidia
Nice Systems
Ramp
Verint Systems
Text Analytics
Text analytics can process large volumes of text-based material to derive business insight,
understand customer behavior, automate processes and organize information. The text analytics
market consists of a large number of vendors, but many of them are small and are using immature
technologies and products that may be unsuitable for some uses. We list a sample set of leading
vendors.
Vendors include:
Attensity
Clarabridge
HP Autonomy
IBM
Lexalytics
Megaputer Intelligence
Nice Systems
Page 86 of 134
Salesforce
SAS
Attensity
Clarabridge
Conversocial
Coosto
Engagor
Five9
Real-Time Decisioning
Real-time decisioning software combines analytical insight with business strategy to identify the
optimal customer treatment that applies broadly across the enterprise. Most deployments are in the
contact center and focus on cross-selling activity. Real-time decisioning solutions have also been
deployed across other channels, such as retail stores, bank branches and websites. Other
applications include prioritizing customer support opportunities, fraud detection and service
personnel alignment.
Vendors include:
Convergys
ExactTarget (iGoDigital)
FICO
IBM
Infor
Oracle
Pegasystems
Page 87 of 134
Pontis
SAP (KXEN)
SAS
Teradata
ThinkAnalytics
Field Service
Field Service Management
The applications that we focus on in this section help field service personnel in four ways:
With the receiving requests for a field service technician, received over the Internet, over the
telephone or arriving from an intelligent device
With making assignments to a service technician (long, midrange, weekly and intraday
optimization of the technician, factoring in assets and improved service-level agreement
compliance)
With allowing complete mobilization of the technician to perform end-to-end service tasks,
including the ability to look up inventory status in real time or cached on a wireless device
With obtaining field service functionality that supports a continuum of field service models, from
reactive to preventive to predictive to reliability-centered maintenance
In addition to the core scheduling component and mobile support mentioned above, an end-to-end
field service management (FSM) solution may also contain the following:
Field technician management (skills, plan board, assignment, route and technician schedule
optimization)
Case-based reasoning/KM
Bill/invoice preparation
Field parts, tools and material/parts management (essentially, a field supply chain management
[SCM] system)
Page 88 of 134
Depot repair
Software for mobile application support that includes a user experience that maps to mobile
workflow, as well as client-side and server-side middleware
Vendors include:
ABB (Ventyx)
Arris
Astea International
ClickSoftware
Comarch
FastLeanSmart (FLS)
FieldConnect
FieldOne Systems
FieldPower
FieldSolutions
Hitachi Solutions
isMobile
mplsystems
Overit
PTC (Servigistics)
Quintiq
Retriever Communications
SAP
ScheduleSoft (Workloud)
ServiceMax
Page 89 of 134
ServicePower
Tesseract
TOA Technologies
Vertical Solutions
ViryaNet
WennSoft
One type provides simple tools for collecting surveys in a single communications channel (such
as via the Web or IVR).
A smaller group, listed below, provides enterprise feedback management applications that work
across multiple channels, and that can be used for multiple processes. Gartner hears the most
about these vendors from our end-user clients, partners and vendor clients.
We expect consolidation to occur in the enterprise feedback management market during the next
few years, and will keep clients apprised of changes.
Vendors include:
Aptean (Respond)
CallidusCloud (Clicktools)
Charter UK
Concept (myK)
Confirmit
FBC Software
ForeSee Results
GetFeedback
IBM (SPSS)
Page 90 of 134
InsightNow
Interview SA
InTouch
Inworks
iPerceptions
iSky
MaritzCX
Medallia
Nice Systems
NetReflector
OpinionLab
PeriscopeIQ
Qualtrics
QuestBack
QuickSearch
ResponseTek
SAS
SandSIV (CustVox)
Satmetrix
SynGro
Thirty by Thirty
Vision Critical
Verint Systems
Page 91 of 134
Attensity
CallMiner
Clarabridge
ClickFox
Confirmit
CustVox
ForeSee Results
HP Autonomy
InMoment
iPerceptions
iSky
MaritzCX
Medallia
NetReflector
Nexidia
Nice Systems
OpinionLab
Qualtrics
QuestBack
ResponseTek
SandSIV
Page 92 of 134
Satmetrix
SynGro
Thirty by Thirty
Verint Systems
Accenture
arvato
Atos
BearingPoint
Capgemini
CGI
Cognizant
CSC
Deloitte
EY
Fujitsu
HCL Technologies
HP Enterprise Services
Infosys
NTT Data
PwC
Page 93 of 134
Reply
Wipro Technologies
Acxiom
Affinity Solutions
Allant Group
Brierley+Partners
Dex Media
dunnhumby
Epsilon
Equifax
Experian
FICO
Harte Hanks
KBM Group
Merkle
Rapp
Targetbase
Aegis
Alorica
Atento
Concentrix
Convergys
Page 94 of 134
Firstsource
HP Enterprise Services
NCO
Serco
Sitel
Sykes
Teleperformance
TeleTech
Transcom
transcosmos
Xerox
Accenture Digital
Creuna
Deloitte Digital
FullSIX
iCrossing
Isobar
Landor Associates
Lippincott
Page 95 of 134
Salmon
Universal Mind
Wieden+Kennedy
WPP (Acceleration, AKQA, Blast Radius, Ogilvy Digital, Possible, Syzygy, VML, Wunderman)
AboutFace
Adaptive Path
Beyond Philosophy
ClearAction
CustomerBliss
Econsultancy
EffectiveUI
Fifth Quadrant
Futurelab
Kobra
Lighthouse Technologies
Mulberry Consulting
Nunwood
OgilvyOne
Prophet
Root
Page 96 of 134
Strativity Group
Talent Vectia
TandemSeven
Utopia Image
Walker Information
ZS Associates
Zyman Group
Cross-CRM
Cross-Functional Customer Analytics
Web Analytics
Web analytics is a market of specialized analytics applications used to understand and improve the
online channel user experience, visitor acquisition and actions, and to aid optimization efforts in
digital marketing or intranets. Products offer reporting and segmentation capabilities, analytical and
performance management, historical storage, and integration with other data sources and
processes. The tools are used by marketing professionals, advertisers, content developers, CSS
and the website's operations team.
Vendors include:
Adobe
Anametrix
comScore
IBM
KISSmetrics
SAS
Teradata
Page 97 of 134
Webtrends
Ignite Technologies
Oracle
SAP
SAS
Teradata
Alteryx
Angoss Software
Dell
FICO
IBM
Mattersight
Microsoft
Oracle
Page 98 of 134
SAP
SAS
Tibco Software
Real-Time Decisioning
Real-time decisioning software combines analytical insight with business strategy to identify the
optimal customer treatment that applies broadly across the enterprise. Most deployments are in the
contact center and focus on cross-selling activity. Real-time decisioning solutions have also been
deployed across other channels, such as retail stores, bank branches and websites. Other
applications include prioritizing customer support opportunities, fraud detection and service
personnel alignment.
Vendors include:
Convergys
ExactTarget (iGoDigital)
FICO
IBM
Infor
Oracle
Pegasystems
Pontis
SAP (KXEN)
SAS
Teradata
ThinkAnalytics
Text Analytics
Text analytics can process large volumes of text-based material to derive business insight,
understand customer behavior, automate processes and organize information. The text analytics
market consists of a large number of vendors, but many of them are small and are using immature
technologies and products that may be unsuitable for some uses. We list a sample set of leading
vendors.
Page 99 of 134
Vendors include:
Attensity
Clarabridge
HP Autonomy
IBM
Lexalytics
Megaputer Intelligence
Nice Systems
Salesforce
SAS
Interaction Analytics
Interaction analytics combine and analyze the multiple, disparate data sources involved in a
customer-agent interaction to identify trends and insights. The data can be structured, such as
operational data and call flow dynamics, or unstructured, such as audio and text (voice, email, IM or
chat). Deployment in a contact center can potentially uncover a diverse range of insights to improve
the performance of the contact center and its agents, as well as provide customer and
departmental insights (such as customer perceptions of a marketing campaign or new product
pricing strategy).
Vendors include:
Almawave
Avaya (Aurix)
CallMiner
Genesys (Utopy)
HP Autonomy
Interactive Intelligence
Mattersight
Nexidia
Nice Systems
Ramp
Verint Systems
AgilePoint
Appian
AuraPortal
BP Logix
DST Systems
IBM
K2
Kofax
Newgen Software
Oracle
Pegasystems
PNMsoft
Software AG
Tibco Software
Whitestein
Ataccama
IBM
Informatica
Oracle
Orchestra Networks
SAP
SAS
Talend
Tibco Software
VisionWare
Fabasoft
UNiQUARE
update software
Upper Network
Viscovery
Belgium:
Efficy
Selligent
Czech Republic:
Futurelytics
Denmark:
AGNITiO
BIQ
ChannelCRM
Falcon Social
Voxmeter
Finland:
Dealmachine
Innofactor
France:
Atos (blueKiwi)
Cegedim
Coheris
Criteo
easiware
Eptica
eServGlobal
FBC Software
iAdvize
IKO System
Neocase Software
PTC (Servigistics)
Seesmic
Sparkow
Synthesio
Germany:
Camos
Cursor Software
OpenText (Cordys)
GFT
Intershop
ITyX
PiSA sales
Team4
unblu
USU
Valuescope
Greece:
Ireland:
Datahug
Fineos
Idiro Technologies
Israel:
Amdocs
Nice Systems
Pontis
Italy:
Almawave
Esa Software
Gruppo Formula
Pat Group
Siseco
Trueblue
Netherlands:
Amyyon
Exact
getBIZZI
IDB Groep
SalesManager Software
SelfService Co.
UNIT4
Norway:
24SevenOffice
Confirmit
QuestBack
SuperOffice
Poland:
Comarch
Portugal:
Altitude Software
Russia:
InvisibleCRM
Terrasoft
Spain:
B-kin
Comverse (Solaiemes)
Infonis
Interactive Medica
Leelo
Vincle Internacional
Yunbit
Sweden:
Abalon
Brimstone
IFS
Proconsa
Tacton Systems
Teleopti
Wipcore
Switzerland:
BPA Solutions
BSI
Easyone
SandSIV
Turkey:
Ericsson (Bizitek)
SFS
VeriPark
Ukraine:
BPM-Online CRM
U.K.:
EmergeAdapt (CaseBlocks)
Celerity
Charter UK
CommuniGator
Conversocial
Creative Virtual
DataSift
Elateral
Feefo
Lyris
Maximizer Software
Noetica
Pro EQ
Redcastle
Relayware
SDL
SynGro
ThinkAnalytics
Transversal
Trovus
webCRM
Workbooks.com
[24]7
Adobe
Amdocs
Avaya
Axind Software
Blackbaud
Capillary Technologies
CipherCloud
Cisco
Criteo
Epicor Software
Experian
Flytxt
Genesys
IBM
Infor
InteractCRM
Interactive Intelligence
IntelliResponse
Jacada
Jive Software
Lithium Technologies
Mara-Ison Technologies
NetSuite
Nice Systems
OpenText
Oracle
Pegasystems
Pitney Bowes
Sage
Salesforce
SAP
SapientNitro
SDL
Squiz
SugarCRM
Teleopti
Teradata
Vinculum
Zendesk
Zoho
Cyara
Fifth Quadrant
Panviva
Premier Technology
Pronto Software
TechnologyOne
Unity4
UXC
China:
Page 110 of 134
800APPs
Alibaba
AsiaInfo
ChinaPnR
China UnionPay
CIC
Computop
eSoon
Facishare Technology
Huawei
iFLYTEK
Kingdee
Neusoft
ShopEx
Sina Weibo
Tencent
TravelSky
Ufida Software
Weimob
Weixinhai
Xiaoi
Xiaoshouyi
ZTEsoft
India:
Axind Software
CRM24x7
CRMnext
CustomerXPs
Drishti-Soft Solutions
Flytxt
Litmus7
Manthan Systems
MartJack
NetSoft Solutions
Net Solutions
Octashop
Ramco Systems
Talisma
Vinculum
Japan:
Commerce21
CTC Technology
Fujitsu
Iwatsu Electric
Lockon
NEC
Nihon Unisys
NRI
NTT Communications
NTT Data
NTT Software
Oki
OKWave
Softbrain
Softcreate
Synergy Marketing
TechMatrix
XyXon
Korea:
Bridgetec
Hansol Telecom
MPC
Rsupport
Will-Be Solution
Malaysia:
Juris Technologies
NuSuara Technologies
Singapore:
NCS
Vocanic
Accenture
Aegis
Alorica
C3i
Capgemini
Cincom Systems
Concentrix
Convergys
CSC
DecisionOne
EXL
Firstsource
GC Services
Genpact
Harte Hanks
HGS
HP
LiveOps
Minacs
Percepta
Senture
Sitel
Startek
Sykes
TCS
Teleperformance
Telerx
TeleTech
Telus International
Unisys
West
WNS
Working Solutions
Xerox
Aegis
Atento
Cincom Systems
Concentrix
Contax
Convergys
CSU
Digitex
Konecta
GSS Group
HP
Sitel
Sykes
Teleperformance
TeleTech
Televista
Trivit.net
Unisono
Xerox
Atos
Capgemini
CCA International
Teleperformance
Webhelp
Germany:
arvato
walter services
Ireland:
Voxpro
Italy:
Almaviva
Transcom
Netherlands:
Cendris
Romania:
FSP Global
South Africa:
Dialogue Communications
Dimension Data
Mindpearl
Savant
Spain:
Atento
Digitex
Konecta
Unisono
Turkey:
U.K.:
Parseq (2Touch)
Capita (Ventura)
Accenture
Aegis
Cincom Systems
Concentrix
Convergys
CSC
Harte Hanks
HCL Technologies
HP
Infosys
Minacs
Sitel
Sykes
TCS
TeleTech
Unisys
WNS
Xerox
Aegis
Atos
Capgemini
Concentrix
Convergys
CSC
Firstsource
Fuji Xerox
Harte Hanks
HCL Technologies
HGS
HP
Intelenet
Ison BPO
Salmat
Scicom
Sitel
Spanco
Sykes
Teleperformance
TeleTech
Unisys
VADS
China:
Beyondsoft
CDG
Wicresoft
Japan:
Bellsystem24
CSK ServiceWare
NTT Solco
Prestige International
transcosmos
Accenture
Avanade
Capgemini
CGI
Ciber
Cognizant
CSC
Deloitte
eVerge Group
EY
HCL Technologies
Hexaware Technologies
Hitachi Consulting
HP Services
iGATE
Infogain
Infosys
ITC Infotech
L&T Infotech
NTT Data
Oracle (Consulting)
Persistent Systems
PwC
Salesforce Services
SAP Services
TCS
TeleTech
Wipro Technologies
We list the largest providers of project-based services that operate across multiple EMEA countries
to support pan-European projects.
Vendors include:
Accenture
Atos
Avanade
BearingPoint
Capgemini
CGI
Ciber
Cognizant
CSC
Deloitte
EY
Fujitsu Consulting
HCL Technologies
HP Services
iGATE
Infosys
NTT Data
Oracle (Consulting)
Ordina
PA Consulting
Reply
Salesforce Services
SAP Services
Sopra Steria
TCS
Tieto
T-Systems
Wipro Technologies
ABeam Consulting
Accenture
Agtiv Consulting
Asterisk Computer
Atos
Avanade
Capgemini
Cognizant
CSC
Deloitte
Fujitsu
HCL Technologies
Hitachi
HP Enterprise Services
Ignify
iMatriz Solutions
Infosys
IT Holdings
Itochu Techno-Solutions
Microsoft
NEC
Nihon Unisys
NS Solutions
NTT Data
OBS
Oracle (Consulting)
Pactera
PwC
Samsung SDS
SAP Services
TCS
Tectura
transcosmos
Wipro Technologies
Accenture
BearingPoint
Capgemini
CGI
Cognizant
CSC
Deloitte
Fujitsu Consulting
HCL Technologies
iGATE
Infosys
NTT Data
TCS
Wipro Technologies
Appirio
Bluewolf
Ciber
Cloud Sherpas
Acumen Consulting
Aptaria
Astadia
Bodhtree
Cinovate
Cloudware Connections
Etherios
Force by Design
Idealist Consulting
Ledgeview Partners
Perficient
Persistent Systems
Rainmaker
Riptide Software
SDG
Sererra
Shift CRM
Silverline
Slalom Consulting
Solient Consulting
Sonoma Partners
Virsys12
CloudSense
Tquila
ABSI
Fluido
H+W Consult
ITBconsult
Kerensen Consulting
Nefos
Nubalia
ProQuest Consulting
AlfaPeople
Avanade
Capgemini
Ciber
Cognizant
Columbus Global
CSC
Delaware Consulting
Fujitsu Consulting
HCL Technologies
Hitachi Consulting
HP
iGATE
incadea
Indra
Infosys
ITC Infotech
L&T Infotech
McGladrey
Ness Technologies
NTT Data
PwC
TCS
Tectura
xRM1
360 Visibility
AbleBridge
Adxstudio
Avtex
Axonom
Catapult Systems
Edgewater Fullscope
Ignify
InterDyn BMI
mcaConnect
Pariveda Solutions
Perficient
PowerObjects
Protech Associates
Slalom Consulting
Socius
Sonoma Partners
Tribridge
Webfortis
Zero2Ten
Cloud9 Insight
Codec-dss
Pythagoras Communications
TouchstoneCRM
Version 1
Accentis
CRM Partners
CRM Resultants
Ibermatica
Infoavan Soluciones
Infront
MakeSoft Technologies
NTTAGIC
Orbis Software
QS Solutions
Reply
RealDolmen (Traviata)
Acando
Cinteros
Mepco Oy
Netcompany
Eastern Europe, Middle East and Africa Microsoft Dynamics CRM service providers:
AutoCont
crmAkademi
Dot.Cy Developments
Korus Consulting
Link Development
MalamTeam
Netwise
Norbit
VeriPark
24SevenOffice
Act-On
Apptivo
amoCRM
Averiware
Batchbook
Bitrix24
CampaignerCRM
Capsule CRM
Clevertim
ContactMe
Contactually
Epicor Software
FreeCRM.com
Highrise CRM
icomplete.com
Infusionsoft
Insightly
Interaction
InTouch CRM
Maximizer Software
Meltwater (JitterJam)
MySky crm
NetSuite
Nimble
Nutshell
PicaPica
PipelineDeals
PipelinerCRM
Sage CRM
Salesboom
Salesnet
Seren
SprintCRM
Streak
SugarCRM
SuperOffice
Swiftpage (Act)
Tactile CRM
Trivaeo
Vtiger
webCRM
Workbooks.com
X2Engine
Zendesk
Zoho
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