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: 157
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For Application Development & Delivery Professionals

Report:Implement Effective Customer Service Metrics

Benchmarks: The Contact Centers For Customer Service Playbook

This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service metrics. This report...

• Downloads: 558
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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 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

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
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For Customer Experience Professionals

Report:Reviewer's Guide: IVR User Experience Review 8.0

This is the reviewer's guide for Forrester's IVR User Experience Review 8.0 scorecard.

• Downloads: 30

For Infrastructure & Operations Professionals

Report:Ten Considerations For Voice Portal Upgrades

Develop Your Priorities Before Making An IVR Vendor Selection

Infrastructure decision-makers who plan to upgrade their interactive voice response (IVR) system should consider changes in customers' expectations, technology improvements, and cost models before...

• Downloads: 315

For Customer Experience Professionals

Report:Web-Phone User Experience 2010: PC Laptop Manufacturers

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

• Downloads: 249

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 Customer Experience Professionals

Report:Executive Q&A: IVR User Experience Reviews

Forrester's IVR User Experience Review uncovers flaws that prevent users from accomplishing key goals in interactive voice response (IVR) systems. This document provides answers to some of the common...

• Downloads: 392
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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 Customer Experience Professionals

Report:Scorecard: IVR User Experience Review 8.0

This is the working scorecard for Forrester's IVR User Experience Review, version 8.0.

• Downloads: 16

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 Application Development & Delivery Professionals

Report:To Invest Wisely, Know The Business Value Of Diverse CRM Solutions

To help customer relationship management (CRM) professionals make smart decisions and navigate the complex CRM technology landscape, Forrester surveyed 286 companies. The goal was to determine the...

• Downloads: 905

For Application Development & Delivery Professionals

Report:TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009

Social Applications Stimulate Innovation But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine

Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

• Downloads: 1435

For Customer Experience Professionals

Report:Small IVR Investments That Pay Off

With low phone self-service satisfaction rates, there's lots of room to improve IVR systems. Our research uncovered five low-cost techniques that improve routing, boost containment rates, increase...

• Downloads: 573

For Marketing Leadership Professionals

Report:Enhance Your Product Strategy With Convenient Customer Service

Customer service has become an integral part of product strategy, and, as such, it should now be a primary concern of consumer product strategy professionals. Customer service has also grown more...

• Downloads: 423

For Infrastructure & Operations Professionals

Report:The Forrester Wave™: Premise-Based IVR/Voice Portals, Q2 2009

Genesys Leads, With Avaya And Cisco Systems Closely Following

In Forrester's 52-criteria evaluation of IVR/voice portal premise-based offerings, we found that Genesys, Avaya, Cisco Systems, and Nortel Networks lead the pack. These vendors deliver innovative...

• Downloads: 1233

For Infrastructure & Operations Professionals

Report:The Forrester Wave™: Network-Based IVR/Voice Portals, Q2 2009

Tellme And Nuance Are Leaders, With Verizon And Voxeo Close Behind As Strong Performers

In Forrester's 53-criteria evaluation of network services providers for IVR/voice portal (VP) vendors, we found that Tellme and Nuance lead the pack with their all-inclusive platform support for...

• Downloads: 1032

For Customer Experience Professionals

Report:Online Travel Agencies' Cross-Channel Experience, 2009

An Industry Look At This Year's Best And Worst Of Cross-Channel Design

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large online travel agencies — Expedia, Orbitz, priceline.com, and Travelocity. Overall, the...

• Downloads: 611

For Customer Experience Professionals

Report:Best And Worst Of Phone Self-Service Design, 2009

Forrester Applies Its IVR Review Methodology To 16 Major Firms

Forrester applied its IVR Review methodology to the phone self-service experiences at 16 US firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and...

• Downloads: 721

For Infrastructure & Operations Professionals

Report:Inquiry Spotlight: UC IVR And IP Contact Centers, Q2 2009

The landscape for unified communications (UC), interactive voice response (IVR), and Internet protocol (IP) contact centers is talked about constantly. Forrester answered the inquiries of numerous...

• Downloads: 644

For Infrastructure & Operations Professionals

Report:Ten Steps For Reducing Contact Center Expenses

Slow Economy Necessitates You Take A Close Look At Contact Center Costs

During an economic slowdown, customer service managers need to take a close look at their contact center operations to find ways to reduce costs while maintaining high levels of customer support. Too...

• Downloads: 1487

For Infrastructure & Operations Professionals

Report:Evaluating UC Vendors On Key Applications

How Vendors Stack Up On Voice/Desktop Call Control, Mobility, And Conferencing

Organizations considering unified communications (UC) solutions often find the vendor landscape overwhelming. During an economic slowdown it's more important than ever to invest in solutions that...

• Downloads: 745

For Application Development & Delivery Professionals

Report:Why Talking To Your Customers Is Ruining Your Business

Five Ways To Deliver Extraordinary Customer Service Agent Interactions

To answer questions and resolve service issues, forty-five percent of consumers prefer to speak with a customer service agent. But most walk away from customer service agent interactions...

• Downloads: 726