Forrester

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...

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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: 172
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For Infrastructure & Operations Professionals

Report:Enter More Social, Mobile, Video, And Cloud: Is Your Infrastructure Ready To Collaborate?

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...

• Downloads: 285

For Application Development & Delivery Professionals

Client Inquiry:What Are Current Trends In Remote Worker Phone Solutions?

For both back-office and contact center spaces, what are the trends in voice technology for remote workers?

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: 569
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For Infrastructure & Operations Professionals

Report:Avoid Tactical, Narrow Communications And Collaboration Infrastructure Strategies

Strategic Plan: Communications And Collaboration Infrastructure Playbook

This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders developing a communications and collaboration infrastructure (CCI) strategic plan. Developing such a plan...

• Downloads: 168

For Application Development & Delivery Professionals

Client Inquiry:How Should An Organization Go About Selecting A Vendor To Do An IVR Implementation?

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

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For Application Development & Delivery Professionals

Client Inquiry:How Long Does IP Telephony (IPT) Delivery Take?

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?

For Application Development & Delivery Professionals

Tool:Include These Areas In Your Contact Center Process Assessment

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: 275

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: 332
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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: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: 618
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For Infrastructure & Operations Professionals

Report:Use Context To Drive A Seamless UC&C Service Layer

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...

• Downloads: 171

For CIO Professionals

Report:Office 2013: A Breakthrough In Productivity

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...

• Downloads: 345
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For Application Development & Delivery Professionals

Tool:Include These Areas In Your Contact Center Organizational Assessment

For Infrastructure & Operations Professionals

Report:Build A Better Business Case For UC

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...

• Downloads: 443
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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: 882