Research Report

The Customer Support Technology Stack

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Technology is incredibly important to customer support 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 customer support, as well as listing the top-installed vendors in each technology category. Support 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, Support Services, TSIA

Publish Date: December 15, 2014

 

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Peg Rodarmel, SVP, Worldwide, Infor Digital Sales, Infor

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