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: 782

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

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: 564
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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: 438
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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

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: 611
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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: 876

For Application Development & Delivery Professionals

Tool:Include These Areas In Your Contact Center Organizational Assessment

For Application Development & Delivery Professionals

Report:The Unified Communications Civil War

I&O Must Organize IT Around A Common UC Road Map To Reduce Risk And Increase Adoption

In the American Civil War, many combatants shared a common background of having attended the Unites States Military Academy at West Point as cadets. The war pitted not only brother against brother...

• Downloads: 744

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

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:The UC User Dilemma: If I&O Builds It, Will They Come?

I&O Teams Can Take A More Active Role In Driving User Adoption By Avoiding Six Common UC Deployment Pitfalls

The value of unified communications (UC) increases when users have the reassurance that they can collaborate across the enterprise. For many infrastructure and operations (I&O) professionals who are...

• Downloads: 359

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: 272

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: 282

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

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 Application Development & Delivery Professionals

Report:TechRadar™ For Infrastructure And Operations 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: 827
• 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

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

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

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

Tool:Include These Areas In Your Contact Center Organizational Assessment

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: 156
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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: 164

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