Not true. The internal help desk market continues to grow.
It is correct that SCOP, VNTV and CLFY target external customer support - but they also have additional modules for things like sales force automation, bug tracking, larger scale internal help desks. SCOP, VNTV and CLFY have relatively few competitors that can match them for scalability, performance, flexibility, functionality, cross platform availability, etc. They also have large scale infrastructures in place for providing professional services (consulting for business process, implementation, technical support, planning, etc.).
The big problem with RMDY is that they have too many competitors. Gartner recently identified 250 companies in the RMDY space - which means that are pressured in every direction. Releatively few help desks need that scalability, performance and flexibility that the big guys offer, and it has been remarkably easy for other companies to enter RMDY's space. As a result - RMDY has under 25% market share, and is pressured on price, specific features, and just more sales reps showing up.
The likelihood of numerous major new competitors showing up on the VNTV/CLFY/SCOP/SEBL doorstep is small; RMDY gets 'em every day. |
