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The Forrester Wave™: Customer Service Solutions, Q2 2019
In Forrester’s 33-criterion evaluation of customer service solution providers, they identified the 12 most significant ones — Appian, bpm’online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP, ServiceNow, SugarCRM, Verint, and Zendesk — and researched, analysed, and scored them. Microsoft is positioned in the Strong Performers band, with Forrester noting, “ Microsoft is the only Supplier that provides hardware, software, and internet-of-things (IoT) platforms to enable end-to-end customer service.”
Nucleus Research recognised Microsoft Dynamics 365 as a Leader in their ERP Technology Value Matrix, in which they assessed more than twenty Enterprise Resource Planning (ERP) solutions on functionality and usability.