Bpm’Online Recognized as a Leader in Customer Service Solutions by Forrester Research

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Report States That “Bpm’online Resonates With Process-Driven Service…”

bpm’online, who provide a unique synergy of BPM technologies and CRM to empower organizations to accelerate their time-to-strategy execution, announced that it has been recognized in The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q2 2017 by Forrester Research.

Recognition as a Strong Performer in this prestigious evaluation was preceded by bpm’online’s significant investment in the development of its service offering powered by intelligent tools to provide personalized customer experiences and enable smooth service operations. Today, bpm’online provides thousands of organizations from various industries with advanced tools to streamline entire end-to-end processes and repetitive operations while empowering service agents to make data-backed decisions through more intelligent insights.

As part of the Forrester Wave evaluation, the 10 most significant vendors of customer service solutions for midsize organizations were evaluated based on 34 comprehensive criteria grouped into three categories: Current offering, Strategy, and Market presence. The report shows how each provider measures up and helps application development and delivery (AD&D) professionals select the right partner for their customer service initiatives.

The report noted that “[bpm’online] aims to empower companies to support customers in their journeys while adapting to new customer behaviors, and as such, its customer service product is part of a greater CRM suite built on the same underlying platform.” In addition, the report states that “at the heart of the product is a business process management engine that enables customers to model, deploy, and optimize customer service experiences in a straightforward way. Predictive analytics-based decisioning supports next-best-action scenarios.”

Katherine Kostereva bpm'onlineMid-size to large organizations prefer bpm’online for its ability to deliver an intelligent user-friendly product that enables service departments to achieve extraordinary results regardless of channel. We believe that bpm’online’s ranking by Forrester in the Customer Service Solutions Wave reaffirms the time and effort we put into providing the best of breed technologies to our customers,” said Katherine Kostereva, CEO and Managing Partner of bpm’online.

Best practice out-of-the-box processes in bpm’online guide users through the most effective actions and steps to deliver seamless and most personalized customer service experience. bpm’online’s intelligent tools enable service agents to move beyond routine tasks to customer interactions that require deeper insight and analysis to deliver consistent customer experiences in the most relevant channels. In addition to the bpm’online service, bpm’online customers are also able to leverage bpm’online’s award winning marketing and sales solutions which are all on a single low-code platform.

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