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).

COMPETITIVE LEADERSHIP MAPPING TERMINOLOGY

The vendors have been placed into 4 categories based on their performance in each criterion: visionary leaders, innovators, emerging, and dynamic.

VISIONARY LEADERS

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

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.

DYNAMIC Differentiators

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.

EMERGING COMPANIES

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

  1. ORACLE CORPORATION
    0 Reviews
    3.7
  2. NUANCE COMMUNICATIONS INC
    0 Reviews
    3.5
  3. EGAIN CORPORATION
    0 Reviews
    3.4

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Customer Self-Service Software Quadrant

Comparing [object Object] vendors in Customer Self-Service Software across 131 criteria.
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KEY BUYING CRITERIA

Below criteria are most commonly used for comparing Customer Self-Service Software tools.
Product Maturity
Company Maturity
Most IMPORTANT
0.0
0.0
0.0
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
LEAST IMPORTANT LESS IMPORTANT

TOP VENDORS

  • BUYERS
    VENDORS
    EXPERTS
    3.7
    ANALYSTS
     
    • Enterprise
    • California, US
    • Founded: 1977
    • S10BN to $50BN
    • 1,00,001 to 5,00,000
  • BUYERS
    VENDORS
    EXPERTS
    3.5
    ANALYSTS
     
    • Enterprise
    • Massachusetts, US
    • Founded: 1992
    • $1BN to $5BN
    • 10,001 to 15,000
  • BUYERS
    VENDORS
    EXPERTS
    3.4
    ANALYSTS
     
    • SME
    • Mountain View, California, US
    • Founded: 1997
    • $51MN to $100MN
    • 501 to 1,000
  • BUYERS
    VENDORS
    EXPERTS
    3.3
    ANALYSTS
     
    • Enterprise
    • New York, US
    • Founded: 1994
    • $1BN to $5BN
    • 5,001 to 10,000
  • BUYERS
    VENDORS
    EXPERTS
    3.2
    ANALYSTS
     
    • Enterprise
    • Walldorf, Germany
    • Founded: 1972
    • 501 to 1,000
  • BUYERS
    VENDORS
    EXPERTS
    3.1
    ANALYSTS
     
    • Enterprise
    • Santa Clara, California, United States
    • Founded: 2000
    • $1BN to $5BN
    • 5,001 to 10,000
  • BUYERS
    VENDORS
    EXPERTS
    3.0
    ANALYSTS
     
    • Enterprise
    • California, US
    • Founded: 1999
    • $5BN to $10BN
    • 30,001 to 35,000
  • BUYERS
    VENDORS
    EXPERTS
    2.9
    ANALYSTS
     
    • Enterprise
    • Cambridge, Massachusetts, US
    • Founded: 1983
    • $500MN to $1BN
    • 1,001 to 5,000
  • BUYERS
    VENDORS
    EXPERTS
    2.8
    ANALYSTS
     
    • SME
    • Washington, US
    • Founded: 1975
    • 1,00,001 to 5,00,000
  • BUYERS
    VENDORS
    EXPERTS
    2.7
    ANALYSTS
     
    • Enterprise
    • Chelmsford, Massachusetts, US
    • Founded: 1973
    • $500MN to $1BN
    • 1,001 to 5,000
  • BUYERS
    VENDORS
    EXPERTS
    2.7
    ANALYSTS
     
    • Enterprise
    • California, US
    • Founded: 2010
    • 501 to 1,000
  • BUYERS
    VENDORS
    EXPERTS
    2.6
    ANALYSTS
     
    • SME
    • California, US
    • Founded: 2005
    • Below $10 MN
    • 501 to 1,000
  • BUYERS
    VENDORS
    EXPERTS
    2.6
    ANALYSTS
     
    • Enterprise
    • Houston, Texas, US
    • Founded: 1980
    • $1BN to $5BN
    • 5,001 to 10,000
  • BUYERS
    VENDORS
    EXPERTS
    2.6
    ANALYSTS
     
    • Enterprise
    • Alpharetta, Georgia, US
    • Founded: 2012
    • $500MN to $1BN
    • 1,001 to 5,000
  • BUYERS
    VENDORS
    EXPERTS
    2.5
    ANALYSTS
     
    • SME
    • San Francisco, California, US
    • Founded: 2007
    • $101MN to $500MN
    • 1,001 to 5,000
  • BUYERS
    VENDORS
    EXPERTS
    2.4
    ANALYSTS
     
    • SME
    • Austin, Texas, US
    • Founded: 2001
    • $51MN to $100MN
    • 101 to 500
  • BUYERS
    VENDORS
    EXPERTS
    2.4
    ANALYSTS
     
    • SME
    • Campbell, California, US
    • Founded: 2001
    • $101MN to $500MN
    • 501 to 1,000
  • BUYERS
    VENDORS
    EXPERTS
    2.2
    ANALYSTS
     
    • Enterprise
    • London, UK
    • Founded: 2003
    • 51 to 100
  • BUYERS
    VENDORS
    EXPERTS
    2.1
    ANALYSTS
     
    • Enterprise
    • San Jose, California, US
    • Founded: 2000
    • 51 to 100
  • BUYERS
    VENDORS
    EXPERTS
    1.7
    ANALYSTS
     
    • Startup
    • Manhattan Beach , CA, US
    • Founded: 2012
    • 1 to 50

POTENTIAL BUYERS AND THEIR PROBLEMS

 

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