Forrester

Why Read This Report

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 customer experience presents new challenges and opportunities to traditional contact centers. Where does the contact center sit in today's organizational mix as enterprises name chief customer officers (CCOs)? This increasing focus on customer experience along with technology's continuing march forward provide new opportunities to differentiate the enterprise and set it apart from its competitors. How do application development and delivery professionals evaluate their mix of contact center technology and investments when faced with end-of-life systems and a need to migrate to voice over IP (VoIP)? This report will map out a comprehensive approach to review a contact center's organizational, process, and technology elements in order to move forward into the world of customer experience.