Gartner Research

Market Guide for Digital Customer Service and Support Technologies

Published: 19 March 2020

ID: G00466555

Analyst(s): Brian Manusama , Nadine LeBlanc


Digital customer service offerings focus on seamless conversation orchestration across digital channels. Application leaders supporting customer service investments may be struggling with channel alignment. They should use this Market Guide to evaluate vendors in this emerging market.

Table Of Contents

Market Definition

  • Market Description

Market Direction

  • When Omnichannel Is No Longer Enough — The Rise of Multiexperience Conversations

Market Analysis

Representative Vendors

  • Market Introduction
  • Vendor Profiles
    • [24]
    • Conversocial
    • Dixa
    • Gladly
    • Glance Networks
    • Glia
    • goMoxie
    • Helpshift
    • IMImobile
    • Interactions
    • Khoros
    • Kustomer
    • LivePerson
    • LogMeIn
    • Nuance
    • Panviva
    • Quiq
    • RingCentral
    • SmartAction
    • Sparkcentral
    • Unblu

Market Recommendations

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