The marketplace for customer service solutions is crowded with options, but organizations can find an evaluation of leaders in the space in The Forrester Wave™: Customer Service Solutions, Q2 2019 report. With a 33-criterion evaluation of the 12 most significant providers, the 2019 Q2 Forrester Wave report named Oracle one of two companies in the Leader designation.
As new technologies like artificial intelligence (AI) make it easier for businesses to become more intelligent and deliver more seamless customer service, Oracle believes that providers who mix strong current offerings with innovative vision will continue to lead the marketplace. Embracing new technologies and adopting technologies that make great customer service easier for employees to provide will help businesses drive growth in key areas.
AI delivers operational efficiency and stronger customer experience
Agents will always play a critical role in delivering excellent customer service, but well-deployed artificial intelligence (AI) can deliver more empathetic and efficient outcomes for both customers and employees. Through better self-service options and automation, providers with leading AI can help businesses scale and exploit their strengths.
The Forrester Wave™: Customer Service Solutions, Q2 2019 states, “AI impacts all facets of customer service operations — it relieves agents from repetitive, predictable tasks or takes over those tasks completely. Agents can handle more complex interactions with empathy and personalization. Working together, they allow organizations to manage the ballooning interaction volume across more channels without increasing headcount.”
Importantly, AI allows software platforms to enhance the impact of customer self-service options, an increasingly critical first point of contact for many businesses.
Customer service leaders provide mature omnichannel support and long-term vision
Many providers struggle to meet the needs of their clients, from small-to-medium businesses to large organizations. In Oracle’s view, leading platforms provide knowledge-infused omnichannel support that can scale to meet the needs of any business. As customer expectations grow and customer service channels expand, businesses will require providers who can help them reach their customers when and where they choose.
To learn more about the trends shaping the customer service solutions marketplace and why Oracle was named a leader in the space, view a complimentary copy of The Forrester Wave™: Customer Service Solutions, Q2 2019 report.