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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KEY BUYING CRITERIA

Product Maturity
Strategic Maturity
Most IMPORTANT
0.0
0.0
0.0
Support Services
4.05
3.35
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
3.75
3.60
LEAST IMPORTANT LESS IMPORTANT

TOP VENDORS

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    VENDOR
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    3.7
    MNM ANALYSTS
     
  • BUYER
    VENDOR
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    3.5
    MNM ANALYSTS
     
  • BUYER
    VENDOR
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    3.4
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  • BUYER
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    3.3
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  • BUYER
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    3.2
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  • BUYER
    VENDOR
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    3.1
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  • BUYER
    VENDOR
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    3.0
    MNM ANALYSTS
     
  • BUYER
    VENDOR
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    2.9
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    2.9
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    2.7
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    2.7
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    2.6
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    2.6
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    2.6
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    2.5
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    2.4
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    2.4
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    2.2
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    2.1
    MNM ANALYSTS
     
  • BUYER
    VENDOR
    EXPERTS
    1.7
    MNM ANALYSTS
     

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