Market Guide for Social Customer Service Applications

Archived Published: 04 October 2017 ID: G00317685

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The market for social customer service applications is leveling out, with existing vendors expanding capabilities to support messaging and few new entrants. As application leaders supporting CRM adopt long-term strategies, we see social media suites and multichannel providers dominating.

Table of Contents

  • Market Definition
  • Market Direction
  • Market Analysis
  • Representative Vendors
    • Astute Solutions
    • Aurea (Jive Software)
    • Brand Embassy
    • Clarabridge
    • Conversocial
    • HelpSocial
    • Hootsuite
    • inSided
    • Lithium
    • Oracle
    • Pegasystems
    • Salesforce
    • Social Touch
    • Sparkcentral
    • Spredfast
    • Sprinklr
    • Vanilla
    • Verint
    • Zendesk
  • Market Recommendations
    • Appendix
  • Gartner Recommended Reading
© 2017 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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