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The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2, 2014


The Forrester Wave

Customer service is the cornerstone of a great customer experience. However, delivering good service is difficult. According to Forrester Research, Inc., nearly 70% of US consumers reported an unsatisfactory service interaction during the past 12 months. Organizations must navigate rapidly changing customer expectations and look for vendor solutions that enable the business capabilities necessary to deliver differentiated experiences.

Forrester Research, Inc.'s  Customer Service Solutions For Enterprise Organizations report recognizes KANA Enterprise as a Leader across its 84-criteria evaluation, and as one of the vendors  supporting deep agent guidance that helps enable organizations to design and quickly deploy flexible process flows to increase customer service process efficiencies, reproducibility, compliance with company and regulatory policies, and, as a result, customer satisfaction.

 

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