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The Forrester Wave™: Customer Service Solutions, Q1 2024
The Forrester Wave™: Customer Service Solutions, Q1 2024


Wave Report
The Forrester Wave™: Customer Service Solutions, Q1 2024
March 5, 2024
The 12 Providers That Matter Most And How They Stack Up
March 5, 2024
KLKate Leggett
with Linda Ivy-Rosser, Sara Sjoblom


Summary
In our 39-criterion evaluation of customer service solutions providers, we
identified the most significant ones and researched, analyzed, and scored them.
This report shows how each provider measures up and helps customer service
solution professionals select the right one for their needs.


TOPICS

Great Customer Service Solutions Underpin Great Customer Relationships




Evaluation Summary




Vendor Offerings


Vendor Profiles










Evaluation Overview





Supplemental Material











Great Customer Service Solutions Underpin Great Customer Relationships
Great customer service sets companies apart. It supports customers on the
channels and touchpoints of their choice, and it helps agents deliver personal
service in line with service-level agreements (SLAs) and service policies. Great
service delights customers and, as a result, impacts top-line revenue. Modern
solutions have recently expanded their capabilities to support customers over
self-service and asynchronous digital channels. They have evolved to arm agents
with insights and allow them to collaborate with subject-matter experts to
rapidly solve cases. These solutions now enable supervisors to manage the
quality of service, gather customer feedback, and identify coaching
opportunities. They enable service operations to optimize service processes and
next best actions.
Business and IT leaders understand the economics of great customer service, and
the vast majority of enterprises invest in modern solutions. These solutions
enable organizations to serve and retain customers, reduce tech sprawl to manage
cost, and modernize core applications. As a result of these trends, buyers of
customer service solutions should look for providers that:
   
 * Provide a complete suite of customer service applications. Customer service
   agents often use dozens of different technologies to support their day-to-day
   work. Modern customer service solutions deliver broad swaths of functionality
   with consistent UX, allowing organizations to minimize tech sprawl, simplify
   agent onboarding, and speed up time to proficiency. They offer role-based
   experiences for agents that support high-velocity, highly automated customer
   service as well as longer-running cases that often require collaboration with
   other agents or employees outside of the customer service organization. They
   offer web- and mobile self-service experiences, as well as engagement over
   voice, digital, and social channels. They embed knowledge management
   capabilities that are extended via communities. They offer customer feedback
   management and capabilities for quality management and agent staffing. They
   also offer experiences for customer service managers to optimize service
   quality and for service operations to optimize routing, queues, and
   workflows.
 * Assist agents in meeting SLA and quality targets. Today, customer service
   vendors put extraordinary effort into offering simple yet productive
   experiences. They offer tools embedded in the UI that assist agents as they
   create, work on, and resolve a case. Leading customer service solutions, for
   example, autocategorize and route incoming cases to agents based on presence,
   skills, schedule, capacity, and workload. They nudge and guide agents through
   the right processes, and they surface knowledge, similar cases, and next best
   actions in the flow of work. They provide quick replies, agent scripts, and
   macros as well as broader workflow automations. They offload repetitive tasks
   like wrapping up cases and drafting resolution notes. They allow agents to
   easily collaborate with others in the flow of their work. Collectively, these
   tools help agents diagnose problems, find resources to resolve issues faster,
   handle cases more efficiently, and automate time-consuming tasks.
 * Deliver better customer experiences with AI and automation. There has been
   explosive growth in process automation and embedded AI technologies —
   conversational, predictive, and generative AI (genAI) — within customer
   service solutions that drive enterprise-scale automation. These technologies
   standardize and automate service processes, cut time spent on data entry,
   capture conversations, extract sentiment and intent, and surface next best
   steps. They also help manage the quality of service and identify coaching
   opportunities to optimize performance. Embedded AI learns from historical
   patterns of interactions, cases, and quality to make operations smarter over
   time, enabling companies to meet customer expectations and SLAs. This allows
   organizations to manage the ballooning volume of customer inquiries and
   preserve customer satisfaction without the need to add agent headcount.
   Vendors offer a range of prepackaged automations, AI, and insights scenarios
   within their customer service solutions and tooling to define workflows and
   new AI models.
 * Preserve business agility and resilience. Modern customer service solutions
   allow organizations to easily adjust their use based on customer demand. They
   offer composable architectures, open APIs, and microservices that allow
   organizations to deploy — and pay for — only those capabilities that are
   required, capabilities that can be assembled in innovative ways. They also
   expose low- or no-code platform services to allow business users to customize
   workflows, user experiences, data models, and connectors.
 * Leverage an extended ecosystem for customer service success. Customer service
   vendors invest in curated marketplaces that contain an ecosystem of point
   solutions to extend their solution. Vendors offer training and certification
   programs for administrators and cultivate developer networks. They leverage
   partnerships with systems integrators and independent software vendors (ISVs)
   that offer accelerators and extensions — all of which extend and enhance the
   reach of the customer service solution.


Evaluation Summary
The Forrester Wave™ evaluation highlights Leaders, Strong Performers,
Contenders, and Challengers. It’s an assessment of the top vendors in the
market; it doesn’t represent the entire vendor landscape. You’ll find more
information about this market in our report on The Customer Service Solutions
Landscape, Q4 2023.
We intend this evaluation to be a starting point only and encourage clients to
view product evaluations and adapt criteria weightings using the Excel-based
vendor comparison tool (see Figures 1 and 2). Click the link at the beginning of
this report on Forrester.com to download the tool.
Figure 1
Forrester Wave™: Customer Service Solutions, Q1 2024
Figure 2
Forrester Wave™: Customer Service Solutions Scorecard, Q1 2024
Vendor Offerings
Forrester evaluated the offerings listed below (see Figure 3).
Figure 3
Evaluated Vendors And Product Information
Vendor Profiles
Our analysis uncovered the following strengths and weaknesses of individual
vendors.
Leaders
   
 * Salesforce differentiates with an exhaustive offering that supports every
   type of service. Salesforce’s Service Cloud is Salesforce’s largest
   revenue-generating cloud. It supports high-velocity engagement and complex
   service processes. Its pragmatic vision is to use customer and behavior data
   coupled with AI to automate routine interactions and focus agents on
   high-value engagement. Its roadmap centers on increasing self-service
   automation and arming agents and managers with broader insights to uplevel
   high-touch engagement and service operations. The product is supported by a
   partner network exceeding 200,000 credentialed individuals, plus an
   exhaustive developer network, app ecosystem, and learning platform that have
   collectively attracted more than 100,000 customers. Salesforce recently
   introduced suite pricing to create a complete package and customer success
   offerings to increase adoption.
   
   Service Cloud offers complete capabilities. Self-service portals for
   knowledge and service requests are extended via Salesforce’s Experience
   Cloud. It supports automation-first digital channel management and unified
   routing for all channels. Case management, knowledge management, process
   automation frameworks, and agent-assist tools including genAI copilots are
   very robust. Of particular strength are its service operations capabilities,
   such as real-time SLA management and inquiry trend analytics with contact
   drivers identified to uplevel self-service. Basic agent shift management is
   supported, but forecasting is provided via partners. Reference customers were
   positive about Salesforce’s ability to innovate, but they complained that the
   products are complex, with a long time to competency. Salesforce is best
   suited for enterprises that view Salesforce as a strategic partner to their
   customer transformation efforts.
 * Pegasystems excels at automating and guiding service journeys to the best
   outcomes. Pegasystems’ outstanding vision is to guide and automate every
   customer service journey. Pega Customer Service, part of its unified CRM,
   combines workflow automation, real-time decisioning, and a low-code platform
   that’s particularly geared to large enterprises that support complex
   processes not necessarily contained to the front office. Its roadmap focuses
   on increasing the breadth of AI and automations and deepening the support for
   its composable architecture. Pegasystems is one of the few vendors to offer
   flexible licensing based on deployed capabilities, and it offers both
   user-based and consumption-based pricing. This allows organizations to
   modernize one workflow at a time. It pursues an industry-first go-to-market
   approach in financial services, insurance, communications, healthcare, and
   government.
   
   Pegasystems uses real-time customer context, history, and journey data to
   anticipate needs and proactively engage — for example, understanding a
   customer’s intent or guiding agents through workflows that transition from
   self-service to agent-assisted based on outcomes. Its outstanding case
   management is the backbone that orchestrates work, providing robust SLA
   management and automations. Its agent desktop, which can be embedded in other
   applications, provides a full view of the customer, services, orders, etc.,
   regardless of where that data is stored. Workforce engagement is provided by
   a partner solution. Reference customers praised the real-time decisioning
   features but highlighted that it was difficult to find skilled resources.
   Pegasystems best suits large enterprises with complex processes where
   customer value management is a top objective.
 * Microsoft doubles down on AI-driven insights and platform uniformity.
   Microsoft’s vision is broader than just customer service, and it’s firmly
   grounded in three principles: Engagement must be personalized via AI;
   customer service must be highly collaborative; and outcomes must drive
   improvements. Microsoft Dynamics 365 Customer Service actualizes this vision.
   It is part of a unified suite of business, collaboration, and productivity
   applications on the same platform that share the same data, which allows for
   continuous optimization. Three themes dominate its roadmap: AI for customer
   self-service, agent assistance, and operational efficiency gains; deepening
   omnichannel routing; and enhancing workforce management. Microsoft’s strong
   vision, investments in genAI, exhaustive partner ecosystem, adoption, and
   success frameworks contribute to the product’s 40% year-over-year growth,
   especially in financial services, healthcare, and retail.
   
   Microsoft Dynamics 365 Customer Service offers conversational chatbots,
   portals, knowledge management, and communities. Agent-facing genAI Copilot,
   available on all channels, assists agents in the flow of work by summarizing
   cases and customer history and generating answers. The product provides work
   prioritization, robust SLA management, and agent guidance. Channel support is
   comprehensive, including native voice. The product enables lightweight
   workforce management. Microsoft Teams, embedded in Dynamics, enables swarming
   and supervisory collaboration. Reference customers praised Microsoft’s broad
   partner ecosystem and technical support programs such as FastTrack, but they
   complained about UX and licensing complexity. Microsoft best suits midsize
   and larger enterprises with relationship-based engagement that leverage the
   Microsoft business application suite.
 * ServiceNow uniquely focuses on resolution-centric customer service.
   ServiceNow Customer Service Management is part of a broad offering of
   employee experience (EX), customer experience (CX), and enterprise service
   management (ESM) products. ServiceNow’s unique vision is to orchestrate
   customer workflows that are not solely contained in the front office,
   measuring results to continually improve CX and costs. Roadmap items include
   packaged workflows for returns, replacements, recalls, and refunds; enhanced
   self-service portals with configurable widgets; broader channel management;
   and integrations with contact-center-as-a-service (CCaaS) and workforce
   engagement management (WEM) vendors. Strategic company initiatives include
   growing the global partner and talent ecosystem. The product has over 4,000
   large customers, primarily in process- and asset-centric industries such as
   telecommunications, media and technology, financial services, healthcare and
   life sciences, and public sector.
   
   ServiceNow supports broad self-service capabilities, including knowledge,
   processes, communities, and chatbots. Digital channel coverage is fair. Case
   management is excellent. Agents are guided through the case lifecycle, and
   the agent desktop includes the case progress, summaries of completed
   activities, timeline, and SLAs. AI models predict estimated resolution times
   to prevent SLA breaches and track costs. Workflows are created using low-code
   tooling and leverage reusable components. The solution also includes
   out-of-the-box workflows for common service processes. Reference customers
   praised the strength of its case management but complained about access to
   technical resources. ServiceNow best fits companies with process- and
   asset-centric service requirements in target industries, or those that use
   ServiceNow elsewhere.

Strong Performers
   
 * Oracle enhances the Fusion stack with customer service with a new product.
   Oracle Fusion Service is part of Oracle’s full front- and back-office Fusion
   stack. The product supports digital customer service, complex agent
   operations, knowledge management, and field service with consistent tooling,
   UX, and extensibility. Oracle’s straightforward vision centers on two key
   concepts: 1) Automation is the primary way to solve customer problems; and 2)
   service organizations augment automation when needed. Roadmap themes add
   customer service capabilities to industry clouds and other Fusion back-office
   products. This is a new product, with few customers. It is purchased by the
   Oracle Fusion installed base or by enterprises in key industries
   (manufacturing, high tech, and utilities), or as a modernization path from
   Oracle RightNow.
   
   Oracle excels at supporting asset-based service where Oracle’s AI leverages
   customer intent and history, and the product couples it with asset data to
   create service plans that optimize uptime and service operations. The product
   offers distinct experiences for handling high-velocity and longer-running
   interactions. Self-service journeys are robust and can be composed to drive
   containment through guided resolutions. Of notable strength is Fusion’s
   knowledge management with advanced search and optimization capabilities.
   GenAI creates draft content and service replies. Agent workforce engagement
   is offered via a portfolio solution. Reference customers were pleased with
   the product’s depth but complained that reporting was cumbersome. Oracle
   Fusion Service best suits companies in Oracle’s target verticals that need to
   modernize complex multichannel service workflows.
 * Zendesk offers a broad but not necessarily deep customer service application.
   A consortium led by Hellman & Friedman and Permira acquired Zendesk in 2022
   and has funded acquisitions in AI, workforce management, and quality
   management to extend the product. In the past year, it has also focused its
   go-to-market strategy on priority industries, simplified its packaging, and
   matured its partner practices. Yet, despite solid growth, Zendesk’s vision
   echoes common themes: using AI to make customer service more proactive,
   personal, and automated. Its well-aligned roadmap includes strengthening its
   AI for self-service and conversational experiences, including support for
   industry AI models. Zendesk sees healthy upmarket growth, with over 50% of
   its revenue coming from companies outside the US. It boasts over 100,000
   customers, with 6,000 of those having 1,000 or more agents.
   
   Zendesk’s engagement capabilities shine with broad channel support, including
   voice, messaging, chatbots, and portals that all embed pervasive automation.
   The agent experience is supported by AI-powered bots that predict answers to
   questions, generate replies, and integrate with external systems to perform
   actions. Good visual dashboards help managers understand real-time trends in
   inquiries. Workforce engagement is provided via Tymeshift, a recent
   acquisition that’s now integrated with the product. Improvement areas include
   more robust process management. Reference customers praised its usability and
   ease of customization but said that communications around ownership have been
   challenging. Zendesk best suits midsize and larger enterprises that have high
   interaction volumes and a strong digital presence.
 * Creatio offers a fully composable solution but lacks mindshare in customer
   service. Creatio offers a customer service solution as part of a unified CRM,
   where experiences are composed via a no-code platform. This perfectly matches
   its vision of composable service to accelerate digital transformation,
   personalization, and AI-driven agent empowerment, all underpinned by a
   unified platform. Its roadmap builds on this vision. It expands its no-code
   capabilities, including increasing composable apps and components, increasing
   verticalization, and embedding AI/ML in the product. Creatio’s partner-driven
   go-to-market priorities focus on expanding its already robust partner network
   and increasing strategic alliances with global systems integrators. Creatio
   has over 1,000 customers primarily located in Europe and the US.
   
   Creatio provides customer service elements — for example, a full-journey
   customer 360, case management, and knowledge management — that are assembled
   using a library of UI design elements to create unique experiences. At the
   heart of the product is a robust process management engine that enables
   citizen developers to model, deploy, and optimize workflows. The product
   includes a comprehensive set of AI/ML models to derive customer intent,
   classify cases, and route, prioritize, and summarize work. The product has
   gaps: Chatbots, communities, and workforce engagement are provided via
   partners and their marketplace. Reference customers praised the solution’s
   pricing and its customer-centric culture, but they highlighted operational
   issues such as with customer service. Creatio is best suited to midsize and
   large organizations that support unique processes that must be easily
   changed.

Contenders
   
 * Freshworks delivers end-to-end engagement, but some parts must mature.
   Freshworks’ customer service suite comprises two products: Freshdesk, a
   ticketing platform; and Freshchat, which provides bots and chat. Its vision
   doesn’t deliver beyond a common promise of autonomous service that
   anticipates, resolves, and optimizes every aspect of the customer service
   from proactive contact prevention to self-service and escalation. Its roadmap
   hardens the product. Themes include scalability and trust, quality and
   workforce management, genAI copilots for agents, and extensions into field
   service. Freshworks has doubled down on maturing its primarily regional
   partner practices and its postpurchase customer engagement motion. It pursues
   a product-led growth strategy in addition to a field sales motion that fuels
   its robust growth, resulting in more than 45,000 customers.
   
   Freshworks’ digital service capabilities are above average and support
   multilingual bots and modern messaging channels, including over-the-top (OTT)
   channels. The solution also supports native voice. Agents are guided via a
   bot that suggests best resolutions based on case history, provides
   communication guidance, and helps generate service replies. Conversational
   intelligence extracts sentiment and recommends next best actions to impact
   outcomes in real time. A post-resolution quality coach scores interactions
   and identifies training opportunities. Basic agent scheduling and forecasting
   are extended via third parties. The product has straightforward reporting and
   dashboarding with AI-driven insights. Reference customers praised the
   product’s ease of use but would like a more mature partner and support
   organization for larger customers. Freshworks appeals to smaller
   digital-first enterprises looking for a full-featured solution.
 * Verint boasts a complete product suite, lacks market share for agent desktop
   operations. Verint’s Open CCaaS Platform provides a suite of products for
   customer service built on a singular platform. These products are Workforce
   Management Essentials for workforce engagement, quality management, and
   process and desktop automation; and digital and self-service essentials,
   which include case management. Verint’s vision is one of CX automation where
   bots and agents work together to elevate CX. Verint backs its vision with a
   roadmap that primarily delivers specialized bots to augment agents. It also
   offers compelling proof points of the tactical value of its specialized bot
   strategy. Verint has a global network of channel, technology, and consultancy
   partners, as well as a small marketplace. It has over 2,000 customers.
   
   The suite provides a complete customer service solution. The Intelligent
   Virtual Assistant (IVA) delivers consistent experiences across voice, chat,
   and messaging. Case management, agent guidance, and next best actions are
   primarily rules-driven. Although the product lacks native voice capabilities,
   it offers strong omnichannel routing and reporting. It also offers robust
   knowledge management. Of particular note are the available single-purpose
   bots, like the interaction wrap-up bot, knowledge suggestion bot, and agent
   transfer bot, which are embedded in workflows to increase agent capacity. The
   suite provides comprehensive dashboards and surfaces call drivers to manage
   service operations. Robust workforce scheduling, forecasting, and quality
   management are provided via well integrated products. Reference customers
   were delighted with Verint’s account management but expressed difficulties
   with the heavy reliance on vendor professional service resources. Verint best
   suits high-volume, process-driven B2C companies with self-service needs.
 * SAP pursues industry-first service, which lacks visibility outside of the SAP
   ecosystem. SAP’s vision is for customer service to help deliver on brand
   promise with insightful, connected, and adaptable service processes. SAP
   Service Cloud, part of the SAP CX portfolio, natively integrates with SAP ERP
   and SAP S/4 HANA. This allows easy access to back-office operational data to
   increase service speed and efficiency. SAP’s public roadmap focuses on
   deepening case management and SLA capabilities; agent desktop usability
   improvements; and incorporating more intelligence scenarios, including genAI.
   It increasingly pursues an industry-first approach, targeting (for example)
   manufacturing, chemicals, utilities, and wholesale distribution. SAP has
   thousands of enterprises using its solution, which are almost exclusively
   from its installed base.
   
   SAP Service Cloud’s strength is its support of complex B2B service processes
   that extend into field service. The agent desktop includes guided workflows,
   core case automations, proactive knowledge, and customer 360, but it lacks
   the deep AI-assist features of Leaders. It supports bidirectional integration
   with Microsoft Teams for swarming. SAP boasts real-time analytics to identify
   service trends and patterns and to adjust operations. However, digital
   engagement capabilities cover only the basics. GenAI scenarios are limited to
   automated case and email summaries. SAP also does not have the breadth of
   packaged predictive AI models that the evaluated Leaders do. SAP Service
   Cloud best suits companies that are committed to SAP in its target
   industries. SAP declined to participate in the full Forrester Wave evaluation
   process.
 * Zoho provides a straightforward solution but is primarily rules-driven. Zoho
   Desk is part of Zoho’s unified CRM. Its vision is to remove friction from all
   interactions to raise service quality. It does this by providing omnichannel
   self-service and agent-assisted service, surfacing areas of optimization for
   service operations and making it easy for IT teams to support the product.
   Its roadmap consists of AI-driven guidance and insights for agents; AI-driven
   predictions, shift management, and ticket assignments for leaders; broader
   integrations with CCaaS, field service, and workforce optimization solutions;
   and performance enhancements for IT teams. Zoho has a unique regional focus
   on growing local sales and product operations around the globe. Freemium
   editions, coupled with traditional sales motions, have resulted in more than
   100,000 paid and unpaid customers with primarily small and midsize
   deployments.
   
   Zoho’s channel support is fair, but it lacks the breadth of native digital
   support found in Leaders. Agent operations are supported with AI-assist tools
   that identify key terms in tickets and sentiment to suggest knowledge base
   content. AI also analyzes ticket types and spikes in volume, allowing
   managers to adjust staffing. Customer service operations allow SLA management
   with rules-driven guidance and next best actions. Zoho does not support
   quality management, forecasting, or agent staffing. Core reporting is weak.
   Reference customers praised Zoho’s ease of deployment and use, low cost, and
   configurability, but they complained about feature depth and lack of best
   practice guidance. Zoho best suits B2B and B2C organizations with moderate
   process management needs.


Challengers
   
 * SugarCRM delivers relationship-oriented service but features lack depth.
   Sugar Serve is part of a unified CRM that supports the full customer journey.
   Its vision centers on the role of automation to deflect simpler issues and,
   more importantly, empower agents in complex interactions that demand human
   understanding. This vision is common, but it’s firmly aligned to SugarCRM’s
   market focus. The tactical product roadmap improves self-service, embeds AI
   in the agent experience (including genAI for summarization), and enhances
   reporting and no- code configurability. SugarCRM boasts a regional sales and
   service partner network that spans the globe. It has over 3,000 primarily
   midmarket B2B customers concentrated in B2B business services, manufacturing,
   and technology — most of which use the complete CRM.
   
   SugarCRM offers a simpler customer service solution that lacks feature depth
   and broad automations compared to the Leaders. Common genAI capabilities for
   service replies and case and customer history summarization are still in
   beta. Despite this, the product covers all the basics. Digital channels are
   native. Case management is rules-driven, as are routing and escalation
   management. Agent desktops include prioritized case lists based on SLAs, as
   well as knowledge and case history in a timeline view. Built-in collaboration
   tools enable swarming. Product highlights include strong process automation
   supported with no-code tooling. Reference customers liked the partner network
   but complained about the speed of innovation and the small marketplace.
   SugarCRM best suits B2B organizations in target verticals.

Evaluation Overview
We grouped our evaluation criteria into three high-level categories:
   
 * Current offering. Each vendor’s position on the vertical axis of the
   Forrester Wave graphic indicates the strength of its current offering. Key
   criteria for these solutions include case management, agent operations,
   customer service management, and workforce engagement.
 * Strategy. Placement on the horizontal axis indicates the strength of the
   vendors’ strategies. We evaluated vision, innovation, roadmap, partner
   ecosystem, adoption, pricing flexibility and transparency, and community.
 * Market presence. Represented by the size of the markers on the graphic, our
   market presence scores reflect each vendor’s revenue and number of customers.

Vendor Inclusion Criteria
Each of the vendors we included in this assessment:
   
 * Offers a multifunctional customer service application. Each vendor included
   in this Forrester Wave has functionality in the following customer service
   subdisciplines: case management, knowledge and content management,
   omnichannel engagement, workforce engagement, and business intelligence.
   Products promoted primarily as best-of-breed solutions for a single
   functional area are not included.
 * Has Forrester mindshare. To ensure relevance to Forrester clients and the
   quality of the references being provided, Forrester considers the level of
   interest from our clients based on inquiries, advisories, consulting
   engagements, and other interactions.
 * Has at least $100 million in product revenue. Evaluated vendors had $100
   million or more in customer service product revenue in 2022.
 * Offers a solution targeted to multiple industries. Evaluated vendors target
   buyers across a diverse range of industries and business models, including
   B2B, B2C, and B2B2C organizations.
 * Supports multiple roles within customer service operations. Solutions in this
   evaluation offer capabilities that directly support the needs of multiple
   customer service roles, including agent, manager, and service operations
   manager.

Supplemental Material
Online Resource
We publish all our Forrester Wave scores and weightings in an Excel file that
provides detailed product evaluations and customizable rankings; download this
tool by clicking the link at the beginning of this report on Forrester.com. We
intend these scores and default weightings to serve only as a starting point and
encourage readers to adapt the weightings to fit their individual needs.
The Forrester Wave Methodology
A Forrester Wave is a guide for buyers considering their purchasing options in a
technology marketplace. To offer an equitable process for all participants,
Forrester follows The Forrester Wave™ Methodology to evaluate participating
vendors.
In our review, we conduct primary research to develop a list of vendors to
consider for the evaluation. From that initial pool of vendors, we narrow our
final list based on the inclusion criteria. We then gather details of product
and strategy through a detailed questionnaire, demos/briefings, and customer
reference surveys/interviews. We use those inputs, along with the analyst’s
experience and expertise in the marketplace, to score vendors, using a relative
rating system that compares each vendor against the others in the evaluation.
We include the Forrester Wave publishing date (quarter and year) clearly in the
title of each Forrester Wave report. We evaluated the vendors participating in
this Forrester Wave using materials they provided to us by December 6, 2023, and
did not allow additional information after that point. We encourage readers to
evaluate how the market and vendor offerings change over time.
In accordance with our vendor review policy, Forrester asks vendors to review
our findings prior to publishing to check for accuracy. Vendors marked as
nonparticipating vendors in the Forrester Wave graphic met our defined inclusion
criteria but declined to participate in or contributed only partially to the
evaluation. We score these vendors in accordance with our vendor participation
policy and publish their positioning along with those of the participating
vendors.
Integrity Policy
We conduct all our research, including Forrester Wave evaluations, in accordance
with the integrity policy posted on our website.

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