My very last week at Forrester (June 06) I published an eService Wave, rating the leading multi-channel customer service vendors: eGain, Kana, Rightnow, Talisma, etc. There was a bit of controversy because I included Genesys, a telephony vendor. And they did very well.
I’ve always assumed that eService would be consumed by a larger market, and the likely candidate was CRM. But, 12 years into the CRM industry, the largest vendors still refer customers to eService partners. It seems to me more likely that the telephony vendors will be the ultimate acquirers of leading eService capabilities. (more…)