{"id":28070,"date":"2022-09-22T17:05:59","date_gmt":"2022-09-22T16:05:59","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28070"},"modified":"2022-09-22T17:25:35","modified_gmt":"2022-09-22T16:25:35","slug":"forrester-new-wave-conversation-automation-solutions","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/forrester-new-wave-conversation-automation-solutions\/","title":{"rendered":"Intercom named a Strong Performer in Forrester\u2019s 2022 Conversation Automation Solutions New Wave\u2122"},"content":{"rendered":"

At Intercom, our mission has always been to make internet business personal \u2013 and we think the key to creating those personal connections between businesses and customers is to facilitate conversational experiences<\/a>.<\/p>\n

That\u2019s why we are so proud to announce we have been named a \u201cStrong Performer\u201d in The Forrester New Wave\u2122: Conversation Automation Solutions Q3 2022. We believe this recognition underscores the value we bring to our current customers, and highlights how this space promises significant growth for companies.<\/p>\n

“We believe that our ability to deliver in-context conversations sets us apart, as well as our ability to define and deliver on our vision”<\/p><\/blockquote>\n

Intercom received a differentiated rating \u2013 the highest score possible \u2013 in two criteria: conversation delivery and roadmap. We believe that our ability to deliver in-context conversations sets us apart, as well as our ability to define and deliver on our vision.<\/p>\n

What is Forrester New Wave?<\/h2>\n

Forrester New Wave reports are guides to emerging technology spaces or solutions, in which they compare the vendors and evaluate them on certain transparent criteria.<\/p>\n

This New Wave explores emerging technologies in the Conversation Automation space. The Conversation Automation Solutions (CAS) category is designed for B2B Marketers who are looking for technologies to support marketing, sales, and digital experience optimization aligned to the revenue engine. The CAS category is about helping businesses meet the changing information needs throughout the buyer\u2019s journey and postsale customer lifecycle.<\/p>\n

“Sophisticated conversation automation products enable chatbots and machine learning technology to work alongside humans to provide these experiences at a scale that was impossible just a few years ago”<\/p><\/blockquote>\n

Conversations, as we can see from Forrester\u2019s description here<\/a>, are valuable at every stage of the relationship between business and customer. Sophisticated conversation automation products enable chatbots and machine learning technology to work alongside humans to provide these experiences at a scale that was impossible just a few years ago. Businesses can leverage these tools for every customer stage, from evaluation to conversion, to support and expansion.<\/p>\n

Evaluation criteria<\/h2>\n

Forrester evaluated the CAS providers on 10 criteria, and we received a differentiated rating in the criteria of:<\/p>\n