eService Market Update for Q2 (Sorry, Gartner, Web Customer Service Market)

Whatever you want to call it, my (mostly quarterly) aggregation-of-news-and-views as a service (if you are not interested in the eService market, you have my permission to stop reading... only time I will say this). First, the market is doing quite well; Vendors finally got past their fixation with Social as a solution and came …