Monday was an exciting day as we were able to share with our employees, customers, and prospects that Forrester cited Espressive as a Leader in The Forrester Wave™: Chatbots for IT Operations, Q4 2022 report. That in itself is an honor, but there are two things that I am most proud of.
First, Espressive was top ranked in the Strategy category, receiving the highest possible score (5.0) in 5 of the 7 criteria within the category, including product vision, market approach, partner ecosystem, supporting products and services, and commercial model. Having a clear and focused strategy is critically important to the success of any enterprise, and that is particularly true when you are in a rapidly evolving yet early stage market.
Espressive has a strategic focus on automating what agents do every day versus focusing on creating a better search engine for knowledge articles. We have aligned our entire strategy to customer success. The result is a product that consistently delivers the highest deflection rates in the industry, enabling our customers to contain costs. We are so confident that we put part of our revenues at risk to prove it.
Our customers not only choose Espressive because of our deflection rates, but also because we are, in the words of Xi Liu from Cohesity, “the most practical service desk automation tool.” This is because we started our career in the service desk and our leadership team comes from service management companies such as ServiceNow, BMC, Fresh Service, and others. That experience has enabled us to deliver a platform that automates what service desk agents do all day long – engage with employees to understand the crux of their problem, and only then, provide a resolution.
That strategy has worked well for us, and over the past few years we have innovated in ways that have continued to increase deflection rates, as well as automating issues that would have historically required tier 2 and tier 3 experts.
The second thing I am most proud of is that we received the highest possible score (5.0) in the partner ecosystem criterion. As the report pointed out, “Strategically, Espressive has fully aligned itself with customer success with its robust partner strategy….” When we founded Espressive, we made a conscious decision that we would have a big focus on partners. Over the past few years, we have made significant progress with our multi-tiered partner program for channel partners and global managed service providers, including industry leaders such as Ivanti, DXC, and SAIC.
The credit for this recognition goes to the entire team of Espressionists that work tirelessly every single day to ensure we deliver the best outcomes for our customers.
I invite you to read a complimentary copy of the report here. It is easy to find us in the Vendor Profiles section – Espressive is listed first.
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