About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Tim serves Enterprise Architecture Professionals. His research covers EA practice maturity, development, and evolution. In addition, his research includes IT planning and EA management software tools. He covers vendor offerings, adoption trends, and best practices. Tim’s research provides practical advice for EA leaders moving their practices toward a business-centered and strategic approach.
Prior to his current role, Tim was a researcher on the Enterprise Architecture team, where he interviewed and surveyed hundreds of EA leaders, technology vendors, and technology users while conducting primary and secondary research for research reports and consulting engagements. During this time, Tim studied and developed maturity models for Forrester's BT client group, most recently the Forrester Enterprise Architecture Maturity Model.
Tim earned his B.S. in business administration from Boston University's School of Management.
For both back-office and contact center spaces, what are the trends in voice technology for remote workers?
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...
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...

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

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...
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...

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...

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...

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...

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...

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...

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?