Networking, Contact Center Technologies & Processes, Outsourcing, SIP/SIMPLE Protocols, IT Services, Unified Communications, Call & Contact Center Outsourcing, Speech Technologies, Communications Infrastructure
Elizabeth serves IT Infrastructure & Operations professionals. She focuses her research on enterprise communications. This includes coverage in unified communications and supporting applications such as messaging, conferencing, presence, and IP telephony. Her coverage also includes contact center applications such as ACD, computer telephony integration (CTI), IVR, speech platforms and integrated services, workforce management, quality monitoring, performance management, and predictive dialing. She assists organizations in planning strategies for upgrading their communications to IP and unified communications. Additionally, she provides contact center assessments and conducts research on global contact center outsourcing.
Elizabeth came to Forrester through its acquisition of Giga Information Group. She has several years of telecommunications experience in enterprise voice and call center products and solutions. Prior to joining Giga, she was senior manager for strategic planning and alliances for Siemens ICN. She was the primary analyst forecasting global market trends and the development of call center solutions strategy.Elizabeth has also held marketing management positions with ROLM and IBM, where she was responsible for market planning, program management, and partnership initiatives. She has extensive experience in market analysis and assessment of major marketing trends for customer premise telecommunication products and services.Elizabeth has been featured a number of times on TV and Radio Wall Street, as well as in frequent articles in The Wall Street Journal, the Financial Times, and leading industry periodicals.
Elizabeth earned a B.A. in economics from the College of Notre Dame and an M.B.A. from Pepperdine University.
Unified Communications Adoption Plans June 30, 2008 BookmarkPDF
Innovative Speech Apps Deliver Value June 05, 2008 BookmarkPDF
Top Trends Shaping Enterprise Communications May 13, 2008 (Rating: 10) BookmarkPDF
Speech Analytics Helps Improve Contact Center Process And Quality: An EarthLink Case Study April 04, 2008 (Rating: 7) BookmarkPDF
Success Factors For Unified Communications March 21, 2008 (Rating: 8) BookmarkPDF
Speech Analytics: Why Customer Intelligence Is Good Business September 2008 Receive an alert when this document is published: email RSS
Elizabeth enjoys hiking, tennis, swimming, scuba diving, traveling, and skiing.
