Newgen Software has 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 the B2B customer service solutions market. According to Forrester, these solutions help organisations improve resolution quality through context, knowledge and expertise while supporting customer retention, renewals and account growth through service.
Forrester defines B2B customer service solutions as technologies that enable companies to support customers before, during and after a purchase, including complex service inquiries that require sophisticated knowledge exchange, collaboration across multiple parties, enterprise application integration and multi-channel communication.
Commenting on the recognition, Runki Goswami, CMO, Newgen Software, said B2B customer service often involves multiple teams, systems, people and decisions, making it important to bring different elements together while providing teams with the right context and keeping customers informed.
Newgen’s approach treats customer service as part of a broader business process, bringing together content, workflows, customer information and communications to help enterprises manage complex service requests and coordinate work across teams.
As part of the report, Forrester asked participating vendors to identify their top three extended use cases. Newgen’s identified use cases include AI-enabled knowledge management operations, customer service analytics and operations, and management of service contracts, SLAs and warranties.
Newgen’s NewgenONE Enterprise Customer Service Management is designed to help organisations resolve customer queries, requests and complaints through AI-powered end-to-end service orchestration.
The platform brings together case management, knowledge management, customer interactions, self-service and feedback management to support consistent and personalised customer service experiences.
Built on the NewgenONE Agentic AI Platform, the solution integrates content, processes and AI-driven intelligence to streamline service operations, improve agent productivity and enhance customer satisfaction.
The recognition highlights Newgen Software’s focus on combining AI, enterprise workflows and customer service management to help organisations manage complex B2B service processes more effectively.
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