Intelligent Search Market Overview Launches March 29th

My latest research opus, a Market Overview of Intelligent Search, is about to see the light of day. I kicked off this project last fall and thought it would be a 2 month project.  7 months later, I’m finally delivering the report. What took so long?  Good question.

It turns out that navigating the vendor landscape for search tools was even more complicated than I thought. A full third of my TSIA member inquiry volume last year related to search technology, and short lists of vendors began to include both knowledgebase and self-service search experts AND enterprise search specialists. As I started digging, these two worlds are also merging with an emerging search market: social search.

Merging Markets Create Intelligent Search

I started by surveying a dozen search vendors that spanned these three markets to find out what was “bleeding edge” in their world, and I compiled a list of the 20 most innovative selection criteria for search, spread across several categories such as displaying search results, content maintenance, integration, scalability, deployment model, and product breadth. Next, I had each vendor fill out a form indicating which of these 20 features they offered, along with details on prepackaged integrations and scalability. The following search vendors/TSIA partners participated in the study: Attensity, Baynote, Clarabridge, Consona CRM, Coveo, InQuira, KANA, nGenera CIM, Q-go, and RightNow.

The report, which addresses search needs of technical support, professional services and field service operations, goes live to all TSIA corporate members on Monday, March 29th. This Thursday I am doing a members only webcast to preview my findings, which includes the matrix of features by vendor. To register for the webcast or for more information, TSIA members should access the link for their service discipline:

In my 2009 Member Technology Survey, intelligent search was one of the bright spots, with high planned spending. For companies launching a search for search, this report will help you create the RFP by understanding what really differentiates products today.

I look forward to seeing you on Thursday’s webcast, and thanks for reading!

Explore posts in the same categories: Enterprise Support, field service, Professional Services, Technology

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One Comment on “Intelligent Search Market Overview Launches March 29th”

  1. Allan Grohe Says:

    Great report, John: thanks for the (timely) analysis and detail!

    Allan.


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