Forrester

For Application Development & Delivery Professionals

Report:TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

• Downloads: 782

For Application Development & Delivery Professionals

Report:The Unified Communications Civil War

I&O Must Organize IT Around A Common UC Road Map To Reduce Risk And Increase Adoption

In the American Civil War, many combatants shared a common background of having attended the Unites States Military Academy at West Point as cadets. The war pitted not only brother against brother...

• Downloads: 744

For Application Development & Delivery Professionals

Report:HEROes Are Using Skype — Embrace It

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...

• Downloads: 194

For Application Development & Delivery Professionals

Report:Unified Communications Purchase Plans 2012

The UC Market Matures And Consolidates

Unified communications (UC) remains a priority for infrastructure and operations (I&O) professionals. In Forrester's Forrsights Networks And Telecommunications Survey, Q1 2011, we asked 547 North...

• Downloads: 878

For Application Development & Delivery Professionals

Report:Design Your Contact Center From The Outside In

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...

• Downloads: 565
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For Application Development & Delivery Professionals

Report:TechRadar™ For Infrastructure And Operations Professionals: Contact Center Solutions, Q3 2011

Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

• Downloads: 827
• Rating:

For Application Development & Delivery Professionals

Report:Build An Outside-In Contact Center Road Map

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...

• Downloads: 330
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For Application Development & Delivery Professionals

Report:Contact Center Purchase Plans 2011

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...

• Downloads: 605

For Application Development & Delivery Professionals

Report:Is It Time To Move Your Contact Center To The Cloud?

The Growing Maturity Of Cloud Computing Influences More Contact Center Applications Decisions

Contact center applications that manage real-time interactions have been available as a hosted or cloud service for more than 20 years. Initially, the term used was Centrex ACD, and the technology...

• Downloads: 611
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For Application Development & Delivery Professionals

Report:Forrester's Unified Communications Road Map Planning Assessment

Due to the disparate nature of unified communications components (voice, video, IM, conferencing), enterprises quite frequently lack the process to develop a comprehensive UC road map. The industry...

• Downloads: 80

For Application Development & Delivery Professionals

Report:Update 2012: Proactive Outbound Notification Saves Money

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...

• Downloads: 272

For Application Development & Delivery Professionals

Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

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...

• Downloads: 157
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For Application Development & Delivery Professionals

Report:The UC User Dilemma: If I&O Builds It, Will They Come?

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...

• Downloads: 359

For Application Development & Delivery Professionals

Report:Update 2012: Self-Assessment For Contact Centers

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...

• Downloads: 949
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For Application Development & Delivery Professionals

Report:SIP Trunking May Save You Money

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...

• Downloads: 393

For Application Development & Delivery Professionals

Report:Update 2011: Are Home Agents Right For Your Contact Center?

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...

• Downloads: 378