About This Constellation ShortList™

The technology stack for customer support and service continues to evolve at an alarming rate, still fueled by the forced digital acceleration of the pandemic as agents and customers locked down at home. Expectations for remote access AND remote service and support rose, placing even more strain on legacy solutions focused on delivering points of care and service. This has necessitated a shift in the traditional segmentation of “help desk tools” and more-holistic platforms to facilitate and empower operations across the entirety of a customer’s experience within a service or support engagement.

As the role of contact center agents and customer service continues to evolve, companies increasingly depend on flexible, integrated, easy-to-use software that creates an intuitive work environment. As the needs and expectations of the customer continue to evolve, companies are likewise increasingly depen-dent on scalable, easy-to-deploy engagements to more intentionally deliver on targeted experiences that matter to the customer.

These new digital operational environments empower agents to interact with customers across a wide range of communications and messaging channels, including voice, email, chat, text, social media networks, and embedded applica-tions. They also provide easy access to relevant information from many sources, through search as well as prompted suggestions and recommendations. Most importantly, they support agents working in contact centers and remotely.

This category of Digital Customer Support Operations encompasses the tools and requirements of help desk software, evolved into a more comprehensive automated support operations system capable of engaging with both agent and customer to deliver the best possible outcome for lasting, durable, profitable customer relationships.

Threshold Criteria

Constellation considers the following criteria for these solutions:

  • Communication management across multiple digital channels including voice, SMS, messaging, and email
  • Ticketing including ticket support for agents, ticket assigning, and smart ticket routing
  • Self-service support help and content delivery
  • Aligned and integrated engagements, inquiries, and communications with customers to create a comprehensive view of a support or help experience
  • Prioritized actions and next steps for agents
  • Automated actions and response triggered by customer events, sentiment, or behavior
  • AI-powered engagements including chatbots, predictive support, and content recommendations
  • Tools and recommendations to aid and support the agent experience
  • Collaboration tools to enable cross-functional teams to re-solve issues, answer questions, or deliver value to customers
  • Activity capture into CRM (native tools or integrated/connected solutions)
  • Organized response to inquiries and requests across key communications channels
  • Analytics and reporting into customer engagement and agent interactions across channels
  • Workflows to automate engagements, follow-ups, and issue closures
  • Leading solutions including AI/ML functionality around data analysis, talk-to-text transcription, automated actions based on conversational analytics, and advanced customer intelligence and insights
  • Integrations across core experience delivery solutions including CRM, contact center communications, and operational systems

The Constellation ShortList™

Constellation evaluates more than 28 solutions categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share and internal research.

  • 3CLOGIC
  • FRESHWORKS
  • GLADLY
  • MICROSOFT DYNAMICS 365 CUSTOMER SERVICE
  • ORACLE CX SERVICE
  • SALESFORCE SERVICE CLOUD
  • ZENDESK
  • ZOHO DESK

Frequency of Evaluation

Each Constellation ShortList is updated at least once per year. Updates may occur after six months if deemed necessary.

Evaluation Services

Constellation clients can work with the analyst and research team to conduct a more thorough discussion of this Constellation ShortList. Constellation can also provide guidance in vendor selection and contract negotiation.

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