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

What are priorities – low, medium, and high – for setting up a five-year contact center road map, specifically workforce management and call recording?
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?
How are my peers managing the costs of VoIP?
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...
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...
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...
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 both back-office and contact center spaces, what are the trends in voice technology for remote workers?