Why Read This
Delivering a differentiated customer experience requires that you have the right technologies, business processes, and empowered organizational structures to support your organization's customer service capabilities. But the customer service technology ecosystem is extremely complex. When choosing which technologies to take advantage of, application development and delivery (AD&D) pros leading customer service projects should move away from a build-first mentality. Instead, they should first consider whether similar technologies exist within the enterprise that they can leverage for customer service. If there aren't suitable solutions within the enterprise, they can look at outsourcing options, customer relationship management (CRM) suites, or specialty customer service point-solutions vendors. This report — the tools and technology component of the customer service playbook — provides an overview of options to consider when sourcing customer service technologies. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Tags: Application Strategy & Selection, Call & Contact Center Outsourcing, Contact Center Technologies & Processes, Customer Relationship Management (CRM), Customer Service Solutions, IT Infrastructure & Operations, IT Services, Networking, Outsourcing, Packaged Solutions, Software-as-a-Service (SaaS)