WEBINAR Use The Forrester Wave™ To Select The Ideal Customer Service Solution

2. WEBINARUse The Forrester Wave™ To Select The Ideal Customer Service Solution Ian Jacobs, Senior Analyst March 23, 2016. Call in at 12:55 p.m. Eastern time

4. Agenda • Customer service and support: the heart of your customer obsession strategy • The vendor landscape • How to use the Forrester Wave • The results

5. Agenda • Customer service and support: the heart of your customer obsession strategy • The vendor landscape • How to use the Forrester Wave • The results

6. The world’s going digital New channels: Xbox support on reddit Notifications as a channel China Southern Airlines on WeChat Hello.de on Whatsapp Hyatt on FB messenger In-game support And need I mention the Apple Watch?

7. Our world is moving to a subscription economy

8. Everything can be part of the subscription economy

9. Everything can be part of the subscription economy

10. And because of this, relationships are becoming more important Relationship focused Product focused

11. Customers expect effortless service 55% will abandon online purchases if they can’t find a quick answer. For 77%, valuing their time is the most important thing a company can do to provide good service. Source: “Channel Management: Core To Your Customer Service Strategy” Forrester report

12. Good customer experiences are good for business Retention loyalty Enrichment loyalty Advocacy loyalty The likelihood that a customer will keep existing business with the company. The likelihood that a customer will buy additional products and services from the company. The likelihood that a customer will recommend the company to others. Source: “What Drives A Profitable Customer Experience” Forrester report

13. Agenda • Customer service and support: the heart of your customer obsession strategy • The vendor landscape • How to use the Forrester Wave • The results

14. Vendor landscape: view 1 Old school full feature Siebel SAP CRM Process guidance Pegasystems KANA Panviva Support.com Microsoft Integrated desktop Cicero Jacada OpenSpan Omnichannel engagement Moxie eGain Oracle Salesforce Zendesk SAP Cloud For Customer Remote control LogMeIn Bomgar GoToAssist NetOp

15. Vendor landscape: view 2 • Voice • IVR • Speech recognition • Mobile customer service • Electronic • Chat • Email • Cobrowsing • Virtual agents • Social • Customer community platforms • Social adapters • ACD • CTI • Enterprise feedback management • Social listening • Interaction analytics • Quality monitoring • Workforce management • Case management • Unified agent workspace • Process guidance • Knowledge management • Video • Next-best action • Proactive outbound • Predictive dialing

16. The customer service ecosystem will consolidate Queueing and routing Agent desktop Workforce optimization Source: “Vendors Battle For The Heart Of The Contact Center” Forrester report

17. Agenda • Customer service and support: the heart of your customer obsession strategy • The vendor landscape • How to use the Forrester Wave • The results

18. Vendor inclusion methodology • We conduct primary research to develop a list of vendors that meet our criteria to be evaluated in this market. From that initial pool of vendors, we then narrow our final list. We choose these vendors based on: 1) Product fit 2) Customer success 3) Forrester client demand Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report

19. Understanding the Forrester Wave • The strength of a company's current solution, including criteria such as product capabilities, ease of integration, service and support, and training. • The strength of a firm's future product direction, such as its ability to articulate strategy, commit resources to strategy, and forge partnerships for technology, channels, and the like. • Vendor's financial and market strength, including criteria such as financials, installed base, average deal size, and distribution partnerships. Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report The Forrester Wave contains a great deal of objective data to help companies make good technology selection decisions. We evaluate products and services across three dimensions:

20. Scores and weighting • We set default weightings for each criteria to reflect our analysis of the needs of large user companies — and/or other scenarios as outlined in the Forrester Wave document — and then score the vendors based on a clearly defined scale. • The final scores generate the graphical depiction of the market based on current offering, strategy, and market presence. • Market presence is always weighted at 0% as the score is reflected in the size of the bubble. Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report

21. Weighting impacts on the Forrester Wave Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report

22. Customer service solutions appeal to different deployment needs Source: “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015” Forrester report

23. Right-size your customer service solution for your needs Source: “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015” Forrester report

24. Agenda • Customer service and support: the heart of your customer obsession strategy • The vendor landscape • How to use the Forrester Wave • The results

25. The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015 Source: “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015” Forrester report

26. The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015 Source: “The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015” Forrester report

27. Ian Jacobs Senior Analyst Twitter: @iangjacobs

28. Selected Forrester Research February 18, 2016, “The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015” February 18, 2016, “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015” January 20, 2015, “Channel Management: Core To Your Customer Service Strategy” August 6, 2014, “Vendors Battle For The Heart Of The Contact Center” June 27, 2014, “What Drives A Profitable Customer Experience” March 28, 2014, “The Forrester Wave™: Dynamic Case Management, Q1 2014”