The report "Vendor Comparison in Customer Self-Service Software 2017: MnM Dive Matrix", based on the MnM DIVE methodology, covers the comprehensive study of the key vendors offering solutions for customer self-service software. The report will help stakeholders to analyze detailed information regarding their competitors on the basis of their product offering and business strategy. The report analyses major players that offer customer self-service solutions and outlines the findings and analysis on how well each customer self-service software vendor performs within our criteria.

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This report is instrumental in helping the stakeholders such as customer self-service software vendors, system integrators, value-added resellers, and other channel partners, in making concurrent business choices on the deployment of customer self-service solutions.

Vendor Landscape

Most of the vendors are trying to provide a complete customer self-service suite or platform, which can be used for various business functions such as sales, marketing, finance, HR, operations/production, product development, supply chain, employee relations, and customer services. They are competing to provide the end-users with innovative self-service features such as web self-service, mobile self-service, intelligent virtual assistants, social media & community self-service, email management, IVR & ITR, and semantic search. These customer self-service solutions help the companies to reduce their operational costs and provide them information on how customers view and use online channels and accordingly align their strategies across these channels.

The following vendors are included in the report:

• Microsoft Corporation
• Nuance Communications, Inc.
• Oracle Corporation
• SAP SE
• Salesforce.com, Inc.
• Aspect Software, Inc.
• Avaya, Inc.
• BMC Software, Inc.
• Verint Systems, Inc.
• Zendesk, Inc.
• eGain Corporation
• Freshdesk, Inc.
• Inbenta Technologies, Inc.
• Creative Virtual
• RightAnswers, Inc.
• [24]7, Inc.
• Pegasystems, Inc.
• Jive Software, Inc.
• Astute Solutions
• Aptean

MnM DIVE Methodology

The MnM DIVE methodology involves extensive research to identify the key vendors offering customer self-service solutions. A comprehensive list of customer self-service software vendors was prepared, through secondary research referring to annual reports, press releases, and investor presentations of companies, white papers, directories, and databases. Based on the breadth of product offering, organization size, and other selection criteria, the list was narrowed down to get top 20 vendors.

During the production cycle of the report, in-depth interviews were conducted with various primary respondents, which include key opinion leaders, subject matter experts, directors, and C-level executives of selected customer self-service software vendors to obtain and verify critical qualitative and quantitative information. This primary data was collected mainly through questionnaires, mails, and telephonic interviews.

Scoring Methodology

After the completion of data gathering and verification process, the scores and weightage for the shortlisted vendors against each parameter were finalized. Based on the extensive secondary and primary research, each criterion for the selected vendors was scored on the scale ranging from 0 to 10. After the ratings had been finalized, each vendor was placed in the MnM DIVE matrix, based on their score in product offering and business strategy in the customer self-service software market.

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