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

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.
Kate has extensive industry experience, with more than 10 years of leadership at customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices.
Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.
Who are the leading VNOC providers? Are there any factors distinguishing these leaders? Can you explain the VNOC industry? Can you touch on VNOC maturity, adoption, benefits, and drawbacks? What...
How significant is the revenue threat to communication service providers from mobile voice over IP (VoIP) providers, like the recently launched Viber?

Telcos Should Provide Wholesale Infrastructure For Cloud Services
Telcos can grow their revenue base beyond access and transport to offer a range of wholesale services that many cloud service providers (CSPs) may lack the ability or skills to build themselves....

Video-As-A-Service Will Accelerate Video Into The Business Mainstream
Use of video for business communication is expanding at some companies and stagnant at others. The more that information workers use desktop (and handheld) video solutions, the more they expect video...
Microsoft Has The Opportunity To Launch Profitable Enterprise Services
Vendor strategists across the technology industry have been consumed by the Microsoft acquisition of Skype since the announcement earlier this week. During this time, we've talked to strategists from...