Customer Self-Service Software
CSS is a combination of customer and service interaction solutions, which are intended to empower customers to provision themselves. CSS solutions consist of Interactive Voice Response (IVR) systems, mobile self-service, virtual assistants, and e-support (web-based). These solutions empower end users to perform tasks or access data on their own, without the help of any customer service agent. End users can avail the service 24/7/365. CSS is a subsegment of Customer Relationship Management (CRM) and is also used for Employee Relationship Management (ERM).
The vendors have been placed into 4 categories based on their performance in each criterion: visionary leaders, innovators, emerging, and dynamic.
The visionary leaders receive high scores for most of the evaluation criteria. They have an established product portfolio and a very strong market presence.
Innovators have innovative portfolio of services and a strong potential to build robust business strategies for their business growth, to be at par with the Visionary Leaders. Moreover, a strong and dedicated direct and indirect sales channel is one of the key factors influencing the brand position of the firm.
The dynamic differentiators are established vendors with very strong business strategies. However, they have a low product portfolio. They focus on a specific type of technology related to the product.
The emerging companies have niche product offerings and are starting to gain their position in the market. They do not have much strong business strategies as compared to other established vendors. They might be new entrants in the market and require some more time before getting significant traction in the market.
TOP VENDORS In Customer Self-Service Software
- ORACLE CORPORATION0 Reviews
3.7 - NUANCE COMMUNICATIONS INC0 Reviews
3.5 - EGAIN CORPORATION0 Reviews
3.4
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Customer Self-Service Software Quadrant
KEY BUYING CRITERIA
Below criteria are most commonly used for comparing Customer Self-Service Software tools.| See Full Comparison | #1 ORACLE CORPORATION | #2 NUANCE COMMUNICATIONS INC | #3 EGAIN CORPORATION | Add to Compare |
|---|
| Support Services | 4.05 | 2.35 | 2.15 |
| Product Features and Functionality | 4.65 | 3.10 | 4.05 |
| Delivery | 4.30 | 4.30 | 4.30 |
| Breadth and Depth of Product Offerings | 4.25 | 3.65 | 3.60 |
TOP VENDORS
- 1BUYERSVENDORSEXPERTS3.7ANALYSTS
- Enterprise
- California, US
- Founded: 1977
- S10BN to $50BN
- 1,00,001 to 5,00,000
- 2BUYERSVENDORSEXPERTS3.5ANALYSTS
- Enterprise
- Massachusetts, US
- Founded: 1992
- $1BN to $5BN
- 10,001 to 15,000
- 3BUYERSVENDORSEXPERTS3.4ANALYSTS
- SME
- Mountain View, California, US
- Founded: 1997
- $51MN to $100MN
- 501 to 1,000
- 4BUYERSVENDORSEXPERTS3.3ANALYSTS
- Enterprise
- New York, US
- Founded: 1994
- $1BN to $5BN
- 5,001 to 10,000
- 5BUYERSVENDORSEXPERTS3.2ANALYSTS
- Enterprise
- Walldorf, Germany
- Founded: 1972
- 501 to 1,000
- 6BUYERSVENDORSEXPERTS3.1ANALYSTS
- Enterprise
- Santa Clara, California, United States
- Founded: 2000
- $1BN to $5BN
- 5,001 to 10,000
- 7BUYERSVENDORSEXPERTS3.0ANALYSTS
- Enterprise
- California, US
- Founded: 1999
- $5BN to $10BN
- 30,001 to 35,000
- 8BUYERSVENDORSEXPERTS2.9ANALYSTS
- Enterprise
- Cambridge, Massachusetts, US
- Founded: 1983
- $500MN to $1BN
- 1,001 to 5,000
- 9BUYERSVENDORSEXPERTS2.8ANALYSTS
- SME
- Washington, US
- Founded: 1975
- 1,00,001 to 5,00,000
- 10BUYERSVENDORSEXPERTS2.7ANALYSTS
- Enterprise
- Chelmsford, Massachusetts, US
- Founded: 1973
- $500MN to $1BN
- 1,001 to 5,000
- 11BUYERSVENDORSEXPERTS2.7ANALYSTS
- Enterprise
- California, US
- Founded: 2010
- 501 to 1,000
- 12BUYERSVENDORSEXPERTS2.6ANALYSTS
- SME
- California, US
- Founded: 2005
- Below $10 MN
- 501 to 1,000
- 13BUYERSVENDORSEXPERTS2.6ANALYSTS
- Enterprise
- Houston, Texas, US
- Founded: 1980
- $1BN to $5BN
- 5,001 to 10,000
- 14BUYERSVENDORSEXPERTS2.6ANALYSTS
- Enterprise
- Alpharetta, Georgia, US
- Founded: 2012
- $500MN to $1BN
- 1,001 to 5,000
- 15BUYERSVENDORSEXPERTS2.5ANALYSTS
- SME
- San Francisco, California, US
- Founded: 2007
- $101MN to $500MN
- 1,001 to 5,000
- 16BUYERSVENDORSEXPERTS2.4ANALYSTS
- SME
- Austin, Texas, US
- Founded: 2001
- $51MN to $100MN
- 101 to 500
- 17BUYERSVENDORSEXPERTS2.4ANALYSTS
- SME
- Campbell, California, US
- Founded: 2001
- $101MN to $500MN
- 501 to 1,000
- 18BUYERSVENDORSEXPERTS2.2ANALYSTS
- Enterprise
- London, UK
- Founded: 2003
- 51 to 100
- 19BUYERSVENDORSEXPERTS2.1ANALYSTS
- Enterprise
- San Jose, California, US
- Founded: 2000
- 51 to 100
- 20BUYERSVENDORSEXPERTS1.7ANALYSTS
- Startup
- Manhattan Beach , CA, US
- Founded: 2012
- 1 to 50