Gartner Research

The Gartner Customer Service Technology Vendor Guide, 2019

Published: 27 June 2019

ID: G00389224

Analyst(s): Simon Harrison, Olive Huang, Drew Kraus, Melissa Davis, Nadine LeBlanc, Jim Robinson, Steve Blood, Anthony Mullen, Brian Manusama, Jim Davies


Customer service software segments are converging as organizations invest in digital strategy. Application leaders can use this guide to understand the solutions and vendors supporting customer service, and prioritize areas of investment while balancing customer, employee and organizational needs.

Table Of Contents


  • What You Need to Know
    • Customer Service Technologies in the Context of Digital Transformation
    • Innovation Pace Matters — Incorporate Key Trends Into Your Customer Service Roadmap
    • Future-Proof Your Technology Investments by Understanding the Customer Service Technology Landscape
    • Key Customer Service Technology Market Description
  • Vendor Lists
    • Cool Vendors
    • Customer Engagement Center
    • Contact Center
    • Knowledge Management for Customer Service
    • Customer Self-Service Applications
    • Digital Customer Service
    • Workforce Engagement and Optimization
    • Field Service
    • Other Employee Assistance Tools for Customer Service
    • Analytics for Customer Service
    • Customer Experience Management
    • Vendor Considerations for Small Businesses and Midsize Enterprises

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