We bring you our Quarterly Customer Service Update for the first quarter of 2013. With it, we begin our tenth year of covering the leading customer service suppliers and their products. We’ve been told this report series is the longest running continuous research of its kind, that there’s nothing else like it. More important than longevity is that you loyal readers tell us that these reports always contain high-value information, information that makes it easier for you to do your jobs. We appreciate the feedback and hope that you’ll continue to provide it. It’s critical to keeping the reports fresh and relevant.
We made three changes to our roster of suppliers this quarter. We added Clarabridge and Creative Virtual. Clarabridge is a Reston, VA-based supplier of Voice of the Customer software. We published our evaluation of Clarabridge Analyze, Clarabridge Collaborate, and Clarabridge Engage on March 28. It’s a strong offering from a solid company. Creative Virtual is a London, UK and Stamford, CT-based supplier of virtual agent software. The company is one of the pioneers in virtual agent technology and currently one of its four leading suppliers. (We cover the other three, too—IntelliResponse, Next IT, and Nuance.) We published our evaluation of Creative Virtual V-Person on September 20, 2012. It’s an attractive, widely used offering. We dropped Aptean.