About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Boris serves the Application Development & Delivery role. He is a leading expert in business intelligence (BI) — a set of processes, methodologies, and technologies used to transform raw data into meaningful, useful, and action-oriented enterprise information. Boris delivers strategic guidance, helping enterprises define BI strategies, governance, and architectures and identify vendors and technologies that help them put information to use in business processes and end user experiences.
Boris' current research focuses on the practical and actionable best practices for building BI infrastructure and applications, such as BI business cases, architectural options, organizational structures, and vendor selection. Boris continues to explore emerging trends in next-generation BI, such as agile BI architecture and development approaches, in-memory analytics, advanced data visualization, convergence of structured data and unstructured content analytics, process-driven and operational BI, and many others.
Boris has more than 30 years of experience with enterprise software and applications implementation, management consulting, and strategic advisory skills. Most recently, Boris was a managing partner at Textra, a boutique strategic advisory firm serving all IT constituents: users, vendors, and investors. Boris cofounded Textra after spending several years as a VP and a strategic technology advisor at JPMorgan/LabMorgan, where he led many successful internal BI initiatives, advising the bank's large enterprise software clients on enterprise adoption issues and product and marketing strategies. Prior to JPMorgan, Boris served as a senior manager of data warehousing and customer relationship management (CRM) practices at PricewaterhouseCoopers. Boris started his career at Citibank, where, among many other successful projects, he implemented the bank's first global credit risk data warehouse.
Boris holds a degree in music education from Moscow Gnessin School Of Music, Russia.
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?
I&O Professionals Need To Explore SIP Trunking, But Consider Application, Security, And Interoperability Costs When Calculating ROI
The communications industry continues on its path to packetizing real-time communications managed by session initiation protocol (SIP). As a result, SIP trunking is a key component that connects...
How To Manage Public UC Based On Skype And Mitigate Risk
Infrastructure and operations (I&O) professionals who manage unified communications (UC) must decide how to incorporate public connections based on Skype software. HEROes in today's enterprises...

The Growing Maturity Of Cloud Computing Influences More Contact Center Applications Decisions
Business Impact: The Communications And Collaboration Infrastructure Playbook
This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals who are building out communications and collaboration infrastructure. This report is designed to...

And Provides Personalized Services To Boost Customer Satisfaction
In 2009, Forrester identified opportunities for contact center infrastructure and operations professionals (I&O) to use proactive customer communications to reduce costs for incoming calls by sending...
Assessment: The Communications And Collaboration Infrastructure Playbook
This report provides Forrester's maturity assessment for infrastructure and operations (I&O) professionals responsible for their firms' communications and collaboration infrastructure. I&O leaders...
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...
Landscape: The Contact Centers For Customer Service Playbook
Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

For both back-office and contact center spaces, what are the trends in voice technology for remote workers?
Despite Budget Pressures, Infrastructure And Operations Professionals Are Driving A Wide Array Of Contact Center Upgrades
The uncertain world economic outlook makes firms reluctant to hire new workers. Thus, it's no surprise that infrastructure and operations (I&O) pros are keen to invest in contact center upgrades to...
Highly Integrated With A Risk Of Lock-In
Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...

I&O Teams Can Take A More Active Role In Driving User Adoption By Avoiding Six Common UC Deployment Pitfalls
The value of unified communications (UC) increases when users have the reassurance that they can collaborate across the enterprise. For many infrastructure and operations (I&O) professionals who are...
Are any other large companies considering making voicemail an opt-in feature for employees? Are we early adopters? Are large companies that use Microsoft BPOS online services for mail, chat, Live...
Vision: The Communications And Collaboration Infrastructure Playbook
Increasing consumerization of IT and advances in both cloud technologies and deployment models tremendously affect the enterprise not simply on how we communicate but where, when, and on what kind of...
Could you please provide some guidance on how to select a vendor to do an IVR implementation?

The Challenges And Benefits Of Supporting Work-At-Home Agents
Forrester identified issues facing contact center infrastructure and operations (I&O) managers in November 2008, when we first published this report. In 2011 with the economy strengthening, they now...
Complete This Self-Assessment Before Making Outsourcing Or Technology Upgrade Decisions
Today's application development and delivery professionals who support contact centers face new realities since we introduced this report in 2007. Today, the rising focus on improving the entire...

Road Map: The Contact Centers For Customer Service Playbook
This report outlines the road map planning of Forrester's solution for applications development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

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...
Strategic Plan: The Contact Centers For Customer Service Playbook
As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challenge is...
