Forrester

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: 172
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For CIO Professionals

Report:Rich Communication Services Can Unlock The Value Of Systems Of Engagement

The Joyn Initiative Will Help Evolve Engagement Strategies

As companies evolve their strategies to embrace systems of engagement, CIOs are likely to benefit from the emergence of a new major social media communications platform, rich communication services...

• Downloads: 126

For Sourcing & Vendor Management Professionals

Report:The Future Of Telecommunications And Mobility Sourcing

Vision: The Telecommunications And Mobility Sourcing Playbook

This report outlines Forrester's vision for communications technology and services sourcing. To ensure effective sourcing of telecommunications and mobility (T&M) services, IT sourcing and vendor...

• Downloads: 377
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For Infrastructure & Operations Professionals

Report:Optimize IT Infrastructure Around Key Workloads

Landscape: The IT Infrastructure Playbook

The inside-out approach of engineers focused on technology for its own sake must stop: Your business cares about outcomes and holistic services, not server, storage, and network technologies. For too...

• Downloads: 497
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For Sourcing & Vendor Management Professionals

Report:Involve At Least Partial Outsourcing To Achieve A Global Communications Technology Vision

Outreach: The Telecommunications And Mobility Sourcing Playbook

Large multinational corporations (MNCs) recognize the need to define a global communications technology vision for the next three to five years to ensure competitiveness and sustainable business...

• Downloads: 228

For Sourcing & Vendor Management Professionals

Report:Auditing Your Current Communications State - Inventory Tool

This tool is meant to serve as an inventorying checklist to be used by the IT sourcing and vendor management (SVM) organization during your audit of your company's current  communications...

• Downloads: 25

For CIO Professionals

Report:Telcos Without Networks

Network Sharing And Outsourcing Is In Many Telcos' Future

Network infrastructure has long been the telco business's cash cow. In recent years, this cow has suffered from a poor diet as the result of pricing pressure, network overloads, and nontelco...

• Downloads: 680
• Comments: 1
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For Sourcing & Vendor Management Professionals

Report:Case Study: A Road Map For Creating A Best Practice Global UC Strategy

How A Manufacturer Defined Its UC Strategy With A Business And End User Focus

Companies with widely distributed international operations often struggle to create a road map for a best practice unified communications (UC) strategy. This report summarizes some of the major...

• Downloads: 528

For Infrastructure & Operations Professionals

Report:A Big Boom In The Videoconferencing Market Awaits In Asia

Vendors Capitalize On An Exponential Increase In Videoconferencing Demand

Videoconferencing will emerge as the preferred mode of communication. Asia Pacific leads the global market with more implementations planned in the next 12 months and beyond than Europe or North...

• Downloads: 224

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: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: 828
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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: 785

For Infrastructure & Operations Professionals

Report:IMS And IPv6: A Winning Combination

An Empowered Report: Global SIP And IMS Deployment Needs IPv6

As TDM and IPv4 legacy communication technologies wave their long goodbyes, infrastructure and operations (I&O) professionals need to get reacquainted with a few previously hyped IP technologies. The...

• Downloads: 245

For Infrastructure & Operations Professionals

Report:Forrsights: Mobility Dominates Enterprise Telecom Trends In 2011

2011 presents vendors and service providers with a variety of opportunities to address emerging trends in the enterprise mobility and telecommunications market. In results from Forrester's Forrsights...

• Downloads: 1425
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For Marketing Leadership Professionals

Report:We Can Hear You Now

Use Voice Interaction Technology As A Product Differentiator

Voice interaction technology has made steady advances both in quality and breadth of application in recent years. Product strategists should seize the opportunity to selectively integrate voice into...

• Downloads: 223

For Sales Enablement Professionals

Report:Hosting Service Providers — Cloud Partners Or Competitors?

The Tug-Of-War Between Vendor SaaS And Channel Partner Hosting

A lot of tech vendors — and channel partners — are struggling to define channel partner roles in the cloud services demand chain. On-premise technology variants are starting to lose...

• Downloads: 895

For Enterprise Architecture Professionals

Report:Branch Office Infrastructure Capabilities Road Map

It is possible to greatly reduce the complexity of your branch office infrastructure, thanks to cheaper bandwidth, desktop virtualization, and cloud computing technologies such as...

• Downloads: 780

For Infrastructure & Operations Professionals

Report:Market Overview: Smart Grid IT Vendors

Utility IT Professionals Must Deploy Smart Grid IT To Enable A Smarter Grid

The smart grid market is ramping up quickly. This market will reach tens of billions of dollars in the next three years. The top three areas of investment are generation and distribution, customer...

• Downloads: 997
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For Infrastructure & Operations Professionals

Report:Enter The Dragon: Enterprise Networking In Asia

This document offers a brief overview of enterprise networking in Asia for vendor strategists. Market outlooks are provided on the overall Asia Pacific market, vertical industries, and the countries...

• Downloads: 9

For Infrastructure & Operations Professionals

Report:The CaaS Market Heats Up

Communications-As-A-Service Generates High Interest And Will Soon Displace Premises-Based Alternatives

Communications-as-a-service (CaaS) shares many attributes with other as-a-service offerings in its pricing model and delivers voice, conferencing, contact center, IVR, and unified communications...

• Downloads: 957

For Infrastructure & Operations Professionals

Report:Contact Center Purchase Plans 2010

Use The Economic Recovery To Reinitiate Buying

Contact center investments will grow significantly in 2010, with 58% of companies indicating plans for a major software upgrade as contact center decision-makers plan improvements for their...

• Downloads: 861

For Infrastructure & Operations Professionals

Report:Real-Time Analytics For Contact Centers

Do You Know What Your Customers Are Thinking?

Although contact centers and customer support managers collect data on their agents' performance, too little information is known about what their customers are experiencing during an interaction....

• Downloads: 1319

For Infrastructure & Operations Professionals

Report:Enterprise Communications: The Next Decade

Ten Trends That Will Shape Unified Communications And Collaboration

Enterprise communications will continue to undergo significant changes during the next decade, as multimodal cloud services invade traditional communication products and services. Today's...

• Downloads: 2135

For Customer Experience Professionals

Report:Top Customer Experience Takeaways From SpeechTEK 2009

Forrester recently attended SpeechTEK 2009, where presenters focused on using speech technologies to improve the phone self-service customer experience. Among speakers' top recommendations: Don't...

• Downloads: 374

For CIO Professionals

Report:Networking In Healthcare: A Nascent Opportunity

Given the impressive scale of technology-centric investments coming from Asia Pacific's private and public sectors, the evolution of the region's healthcare vertical over the past few years has...

• Downloads: 12