This week, continuing our tenth year of quarterly updates on the suppliers and products in customer service, we published our 3Q2013 Customer Service Update Report. Just a reminder, these reports examine customer service suppliers and their products along the dimensions of customer growth, financial performance, product activity, and company activity. We currently cover 10 leading customer service suppliers: Clarabridge, Creative Virtual, eGain, Intelliresponse, Kana, Moxie, Next IT, Nuance, Oracle, and Salesforce.com. They lead in overall market influence and share, in market segment influence and share, and/or in product technology and innovation. These firms provide a variety of customer service software solutions, most of them hosted in the cloud and accessible via mobile devices. Their solutions include customer service case management, knowledge management, and process management, tools to support agent and customer collaboration, and tools to monitor and analyze customer conversations on social networks and respond to them. Some of these firms provide virtual assisted-service using virtual agents. Others provide Voice of the Customer monitoring, analysis, and interaction. Some provide targeted marketing offers based on customers’ interactions.