Forrester

For Application Development & Delivery Professionals

Client Inquiry:How Are My Peers Managing The Costs Of VoIP?

How are my peers managing the costs of VoIP?

For Application Development & Delivery Professionals

Client Inquiry:What Are Best Practices For Implementing A Customer Service Operation?

We are looking for telephony advice (including IVR/ACD) and direction. To that end, what are some of the things we ought to bear in mind when implementing a customer service operation? We would like...

For Application Development & Delivery Professionals

Client Inquiry:What Should We Consider When Evaluating Cloud Combined With SOA?

Part of our application is in the cloud, and we want to insert it into our service-oriented architecture (SOA). What are the interactions between cloud computing and SOA? How do we evaluate risk,...

For Application Development & Delivery Professionals

Client Inquiry:What Are Current Trends In Remote Worker Phone Solutions?

For both back-office and contact center spaces, what are the trends in voice technology for remote workers?

For Application Development & Delivery Professionals

Client Inquiry:What Are Mobile Strategists Doing To Bolster Mobile Performance?

We'd like to understand where mobile performance comes into play. Consumer expectations are rising to the same level as their desktop, yet actual performance is much more complex to deliver for a...

For Application Development & Delivery Professionals

Client Inquiry:SOA Fosters Success With Both Cloud And Mobile Technologies

With all the excitement about cloud and mobile devices, do you feel that SOA is critical to the success of the cloud? More and more of our data is going to be separated outside of the internal...

For Application Development & Delivery Professionals

Client Inquiry:Which Requirements Should We Prioritize For Workforce Management (WFM) And Call Recording

What are priorities – low, medium, and high – for setting up a five-year contact center road map, specifically workforce management and call recording?

For Application Development & Delivery Professionals

Client Inquiry:How Should An Organization Go About Selecting A Vendor To Do An IVR Implementation?

Could you please provide some guidance on how to select a vendor to do an IVR implementation?

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For Application Development & Delivery Professionals

Client Inquiry:How Long Does IP Telephony (IPT) Delivery Take?

We are moving to a new IPT infrastructure with 6,000 seats and want to know how long a migration of this size typically takes. What is a reasonable time frame to expect delivery from our vendor?

For Application Development & Delivery Professionals

Client Inquiry:What Are Some Strategies And Methods For Call Center And Self-Service Channel Knowledge Management?

What are the best practices for integrating knowledge management into our customer service initiatives?

For Application Development & Delivery Professionals

Client Inquiry:Customer Experience Analytics Vendor Bucketing

Given the sheer volume of vendors in the customer experience analytics (CEA) space, it would be helpful to understand how Forrester buckets these vendors, whether it be by functional focus (e.g.,...

For Application Development & Delivery Professionals

Client Inquiry:What Is The Industry Standard Methodology For Determining Telephony Capacity

Is there an industry standard methodology to determine the sizing for a phone system, specifically the sizing ("pipe") for inbound/outbound calls? If there is an industry standard method for...

For Application Development & Delivery Professionals

Client Inquiry:What Are Call Center Analytics Best Practices?

What are the best practices for call center analytics? Also, we currently have VPI installed for quality monitoring and are considering either upgrading their product or switching solutions to meet...