The customer service and support technology landscape is reshaping. Some vendors now provide broader portfolios. Before investing, application leaders for customer service must consider the impact of consolidated contact center, CRM customer service, analytics and WEM solutions.
Impacts and Recommendations
- Procurement Will Become More Complicated as Each Vendor Increases Viability Across All Four Pillars of Great Customer Service
- Continued Multivendor Ecosystem Investment Will Lead to Higher Total Cost of Ownership (TCO), Less Efficiency, Reduced Connected Functionality and Disjointed User Experiences
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