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Research Report

The 2016 Support Services Technology Stack

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Technology is incredibly important to support services organizations. Various platforms and applications are required to understand customer history, account entitlement, and service level agreements (SLAs); to interact with customers via multiple channels; and to enable unassisted support. TSIA has identified 16 separate application categories recommended for highly productive, scalable support teams, including core infrastructure technology, productivity tools, and tools to understand and track customer behavior and sentiment. In this report, TSIA Research defines the recommended technology stack for support services, as well as listing the top-installed vendors in each technology category. Support services executives should understand which enabling technology components are already well adopted, as well as emerging tools that may provide a boost to operational and financial metrics.


Authored By:

John Ragsdale

VP Research, Technology and Social, TSIA

Judith Platz

VP Research, Customer Support and Customer Success, TSIA

Michelle Latorre-Illman

Publish Date: December 15, 2015

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