Allen Bonde Group Announces 2005 Self Service Vendor Rankings

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Latest ABG Vendor Scorecard evaluates the top 20 self service software firms. For the first time, the scorecard and vendor profiles will be released on a free web site, a new online resource for evaluating self service solutions.

Allen Bonde Group (ABG), Inc., a strategic advisory firm recognized as the leading authority on self-service applications and market trends, has released its latest annual rankings of the top self service software providers. The 2005 ABG Self Service Vendor Scorecard evaluates and ranks vendors in four categories and nearly 20 dimensions including "Brand," "Partners," "Technology," and "Delivery." In addition, for 2005 "momentum" and "attractor" ratings have been computed to identify specific vendors to watch over the next 12 months.

Based on ABG's ongoing coverage of over 150 vendors in several key market sectors, studies of industry-specific technology adoption and requirements, and proprietary scoring models, ABG's Vendor Scorecards are invaluable to organizations performing vendor selection, vendors looking to understand competitive points of differentiation, and investors looking for trends and breakout opportunities. Highlights from this analysis have been presented at the recent SSPA Best Practices Conference and will be included in upcoming sessions at the premiere of DCI's Self Service Conference in Boston in early June.

New Rankings

For 2005, ABG will announce the top 20 self service vendors on a new site,, which has been developed as a one-stop resource for those evaluating self service solutions. Vendors are ranked by total score, and grouped into "Leaders," "Top 10 Key Players," and "Specialists" categories. In addition, vendors with the top Brand, Partners, Technology, Delivery, momentum, and attractor scores have been identified.

Results from the 2005 ABG Self Service Vendor Scorecard include:

  • Two vendors have emerged from the pack to achieve greater than 16.0 out of a total possible score of 20.0: RightNow Technologies (Brand = 4.5; Partners = 4.0; Technology = 3.5; Delivery = 5.0) and Knova Software (Brand = 4.0; Partners = 4.0; Technology = 4.5; Delivery = 4.0). These two have been identified as the current Leaders in this marketplace.
  • In addition to these two vendors, eight vendors score higher than 14.0 out of 20.0, and make up the remainder of ABG's Top 10 Key Players (in alphabetical order): ATG, BroadVision, InQuira, iPhrase, Kaidara, KANA, SafeHarbor and Siebel's Self Service division (formerly edocs).
  • The "momentum" rating is a measure of a company's performance relative to its reputation. A score greater than 1.00 indicates a vendor who is performing well but may be "a hidden jewel." SafeHarbor has the top momentum rating among Top 10 Players, while RightAnswers has the top momentum rating among Specialists.
  • The "attractor" rating is a measure of a company's functional breadth and depth compared to its existing channel and ecosystem. A score greater than 1.00 indicates significant upside for growth or a vendor who has built out significant technological capabilities and may be attractive as a partner. Kaidara has the top attractor rating among Top 10 Players, while Jive Software and noHold have the top attractor ratings among Specialists.

The Launch of

Coinciding with the release of ABG's 2005 rankings, the company has launched a new Web site with the full scorecard rankings, as well as short vendor profiles, links to articles, case studies and a collection of market trends and data points regarding self service adoption and spending. The free site is located at Over time, the site will be expanded to include new features like forums and vendor directories. "The self service market is growing and becoming more defined, yet remains highly dynamic, and even confusing at times," stated Rudy Minar, managing director at ABG, Inc. "2005 will continue to be a year when the leaders separate themselves from the rest of the pack. With our scorecard we aim to provide a unique, multidisciplinary perspective on the top players and predict who will emerge in the next 12 months. At the same time, releasing our study online ensures that unlike a printed report, anyone planning to implement self service solutions has access to current and relevant vendor and market data."

About Allen Bonde Group, Inc.

Founded in 2001, Allen Bonde Group, Inc. is a management consulting and strategic advisory firm focused on the enterprise software market and the impact of emerging business models and technologies. ABG consultants and analysts are widely recognized as thought leaders, and have been quoted in more than 150 publications worldwide. ABG has delivered more than 100 engagements to nearly 50 technology and financial services organizations across North America. ABG is also co-producing and chairing DCI's Self Service Conference in June 2005, and has been selected by SSPA to deliver its customer self service training program. For more information please contact ABG at 508-626-0100 or visit ABG online at

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