Gartner Research

Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace

Summary

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.

Published: 29 October 2019

ID: G00450997

Analyst(s): Simon Harrison Jim Davies

Table Of Contents
  • Impacts

Analysis

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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