Elizabeth HerrellVice President, Principal Analyst
Call & Contact Center Outsourcing, Communications Infrastructure, Contact Center Technologies & Processes, IT Services, Networking, Outsourcing, SIP/SIMPLE Protocols, Speech Technologies, Unified Communications
Elizabeth serves IT Infrastructure & Operations professionals. She focuses her research on enterprise communications, which includes coverage in unified communications and supporting applications such as messaging, conferencing, presence, and IP telephony. Her coverage also includes contact center applications such as ACD, computer telephony integration (CTI), IVR, speech platforms and integrated services, workforce management, quality monitoring, performance management, and proactive notification. She assists organizations in planning strategies for upgrading their communications to IP, improving and unifying communications solutions. Additionally, she provides contact center assessments and technology requirements and conducts research on global contact center outsourcing.
Elizabeth came to Forrester through its acquisition of Giga Information Group. She has several years of telecommunications experience in enterprise voice and call center products and solutions. Prior to joining Giga, she was senior manager for strategic planning and alliances for Siemens ICN. She was the primary analyst forecasting global market trends and the development of call center solutions strategy.Elizabeth has also held marketing management positions with ROLM and IBM, where she was responsible for market planning, program management, and partnership initiatives. She has extensive experience in market analysis and assessment of major marketing trends for customer premise telecommunication products and services.Elizabeth has been featured a number of times on TV and Radio Wall Street and in frequent articles in The Wall Street Journal, the Financial Times, and leading industry periodicals.
Elizabeth earned a B.A. in economics from the College of Notre Dame and an M.B.A. from Pepperdine University.
Inquiry Spotlight: UC IVR And IP Contact Centers, Q2 2009 April 23, 2009 BookmarkPDF
Ten Steps For Reducing Contact Center Expenses March 13, 2009 BookmarkPDF
Proactive Outbound Notification Saves Money February 18, 2009 (Rating: 9) BookmarkPDF
Which UC Vendor Offers The Best Value Proposition? January 07, 2009 BookmarkPDF
Take A Close Look At UC Applications January 06, 2009 (Rating: 8) BookmarkPDF
Elizabeth enjoys hiking, tennis, swimming, scuba diving, traveling, and skiing.
