Sep, 03 : Newgen Software, a leader in intelligent enterprise orchestration, today announced its recognition in Forrester’s The Customer Service Solutions for B2B Landscape, Q3 2026. Authored by Laura Ramos, the report provides an overview of 19 vendors in this market.
According to Forrester, organizations can use customer service solutions (CSSes) for B2B to improve resolution quality through context, knowledge, and expertise; increase retention, renewals, and account growth through service; and scale using AI and automation without proportional cost increases.
Forrester defines CSSes for B2B as “Technologies that enable B2B companies to serve customers before, during, and after a purchase. This includes resolving complex customer service inquiries typically associated with B2B products that require sophisticated context and knowledge exchange; collaboration between multiple parties; deep, secure integration with a variety of enterprise business apps; and the ability to communicate across different channels to manage cases lasting hours, days, or weeks.”
Commenting on the recognition, Runki Goswami, CMO, Newgen Software, said:
“Customer service in a B2B environment usually involves a plethora of elements. A customer issue can involve multiple teams, systems, people, and decisions before it is resolved. The ability to bring that work together, give teams the right context, and keep the customer informed is becoming increasingly important in an integrated approach.
At Newgen, we look at customer service as part of a larger business process, where content, workflows, customer information, and communications need to work together. Our approach focuses on empowering enterprises to manage complex service requests, coordinate work across teams, and deliver more consistent customer experiences. We are pleased to be recognized in Forrester’s The Customer Service Solutions For B2B Landscape, Q3 2026, and will continue to help organizations improve how they manage and resolve customer service processes.”
Forrester asked participating vendors to identify their top three extended use cases as areas of focus. Newgen’s top three extended use cases include AI-enabled knowledge management operations, customer service analytics and operations, and managing against service contracts, SLAs, and warranties.
NewgenONE Enterprise Customer Service Management enables organizations to resolve customer queries, requests, and complaints faster through AI-powered, end-to-end service orchestration. By bringing together case management, knowledge management, customer interactions, self-service, and feedback management on a unified platform, enterprises can deliver consistent, personalized, and efficient service experiences. Built on the NewgenONE Agentic AI Platform, the solution seamlessly combines content, processes, and AI-driven intelligence to streamline service operations, improve agent productivity, and enhance customer satisfaction.