Market Consolidation In The Customer Service Space - A Slew Of Companies That No Longer Exist

I know the customer service market is consolidating as it matures. I’ve been tracking the consolidation of the knowledge management, multichannel management and EFM space for a while. However, at no time has this consolidation been quantified as when I recently helped my colleague William Band update his maturity model of the CRM space, known as a Forrester TechRadar.

Have a look at this partial list of vendors that have been acquired or have merged with another entity:

Field Service:

  • Dexterra acquired by Antenna Software (2009)
  • Sybase iAnywhere acquired by SAP (2010)
  • Servigistics acquired by PTC (2012)
  • Syclo acquired by SAP (2012)

Enterprise listening platforms and community platforms:

  • Radian6 acquired by salesforce.com (2011)
  • Overtone acquired by KANA Software (2011)
  • Leverage Software acquired by Telligent (2011)
  • Collective Intellect acquired by Oracle (2012)
  • Cymfony acquired by Visible Technologies (2012)
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