Forrester

Why Read This Report

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 both boost agent productivity and optimize the architecture. In Forrester's Forrsights Network And Telecommunications Survey, Q1 2011, we asked more than 300 technology decision-makers in North America and Europe about their contact center spending plans. Our respondents are prioritizing contact center productivity-boosters, such as support for at-home agents and investments in workforce optimization (WFO) technology. Contact centers are lagging the rest of the I&O organization in taking advantage of the cloud — today, just 9% of those surveyed report using an external contact center service. However, more than half expect to use an external deployment options in the future.