Here are excerpts from another report by the Aberdeen Group talking about the Help Desk and CIS markets.
The Aberdeen Group, a leading independent technology industry consulting group, released their report ''Managing Customer with Next-Generation Software Applications: 1997 Edition,'' showing Remedy as the overwhelming market leader for internal help desk and customer interaction software (CIS) for 1996. In its latest report, Aberdeen concluded Remedy has more than twice the market share of any help desk vendor.
Remedy, with 22.3 percent of the help desk market, beat all other competitors by an extremely wide margin. The nearest competitor, Peregrine, holds only 9.4 percent of the market, followed by Software Artistry, Magic Solutions and McAfee.
''Remedy is the market leader for internal help desk,'' said Hugh Bishop, vice president of emerging technologies. ''Its technology delivers adaptable applications to information technology (IT) professionals allowing them to automate a variety of internal operations.''
Aberdeen also named Remedy as the leader in the Customer Interactive Software (CIS) market with a 7.9 percent total market share. This is due to the adaptability of the AR System, which enables it to be used for multiple applications with an organization. In the CIS market, Vantive, Astea, Clarify, and Scopus claimed the second through fifth spots respectively. |
