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Research Report

2019 Support Services Technology Stack

The push toward extreme automation is continuing to change support roles and how support agents do their jobs.

The constant emphasis on automation in support is necessary, and support leadership has a duty to look for the ways in which automation can be used to eliminate the mundane, repetitive parts of current support roles and create new and challenging roles. Approaching automation as a complement to the support agent role and not as a competitor will be critical.
In this report, TSIA has identified 23 separate application categories recommended for highly productive, scalable support teams, including:

  • Core infrastructure technology
  • Productivity tools
  • Tools to understand and track customer behavior and sentiment            

Support executives will need to build a technology adoption strategy that will future-proof the customer experience and engagement strategies that have been put in place. Unlike ever before, the human and technological impacts of digital transformation will radically change support’s interactions with customers. It will be necessary to choose technologies that will lead to positive outcomes for both customers and support service organizations.
Download your copy of TSIA’s “2019 Support Services Technology Stack” report to:

  • Get TSIA Research recommendations for your support services technology stack
  • See a listing of the top installed vendors in each technology category
  • Learn how technology can be leveraged for “extreme automation,” making dramatic improvements to productivity, services quality, or revenue through the use of innovative technology

Authored By:

John Ragsdale

Distinguished Vice President, Service Technology Research, TSIA

Judith Platz

Vice President, Support Services Research, TSIA

Publish Date: January 31, 2019

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