Forrester

For Application Development & Delivery Professionals

Report:TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

• Downloads: 783

For Application Development & Delivery Professionals

Client Inquiry:Customer Experience Analytics Vendor Bucketing

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 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

Report:Contact Center Purchase Plans 2011

Despite Budget Pressures, Infrastructure And Operations Professionals Are Driving A Wide Array Of Contact Center Upgrades

The uncertain world economic outlook makes firms reluctant to hire new workers. Thus, it's no surprise that infrastructure and operations (I&O) pros are keen to invest in contact center upgrades to...

• Downloads: 605

For Application Development & Delivery Professionals

Report:SIP Trunking May Save You Money

I&O Professionals Need To Explore SIP Trunking, But Consider Application, Security, And Interoperability Costs When Calculating ROI

The communications industry continues on its path to packetizing real-time communications managed by session initiation protocol (SIP). As a result, SIP trunking is a key component that connects...

• Downloads: 393

For Application Development & Delivery Professionals

Report:Forrester's Unified Communications Road Map Planning Assessment

Due to the disparate nature of unified communications components (voice, video, IM, conferencing), enterprises quite frequently lack the process to develop a comprehensive UC road map. The industry...

• Downloads: 80

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 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: 167

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: 273

For Application Development & Delivery Professionals

Client Inquiry:What Are Call Center Analytics Best Practices?

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...

For Application Development & Delivery Professionals

Client Inquiry:What Are Best Practices For Implementing A Customer Service Operation?

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...

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

For Application Development & Delivery Professionals

Tool:Include These Areas In Your Contact Center Technology Assessment

For Application Development & Delivery Professionals

Client Inquiry:What Is The Industry Standard Methodology For Determining Telephony Capacity

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...

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 Infrastructure & Operations Professionals

Tool:A Simple Unified Communications Checklist Ensures A More Integrated UC Strategy

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
• Rating:

For Application Development & Delivery Professionals

Tool:Include These Areas In Your Contact Center Technology Assessment

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...

• Downloads: 951
• Rating:

For Application Development & Delivery Professionals

Client Inquiry:How Are My Peers Managing The Costs Of VoIP?

How are my peers managing the costs of VoIP?

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
• Rating:

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: 339
• Rating:

For Application Development & Delivery Professionals

Client Inquiry:Which Requirements Should We Prioritize For Workforce Management (WFM) And Call Recording

What are priorities – low, medium, and high – for setting up a five-year contact center road map, specifically workforce management and call recording?

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 Organizational Assessment