Will works as a senior analyst on Forrester’s technology architecture and delivery (TAD) team, focusing on modern service delivery. His research helps enterprises understand and capitalize on advancements in processes and technologies, including unified communications as a service (UCaaS), the proactive help desk, chatbots for employee support, enterprise service management (ESM), virtual desktop infrastructure (VDI), and more.
VDI continues to evolve with increasing cloud adoption. Vendor disruption is further accelerating this trend.
Conversational AI is hard. As a result, it often lets down users. This report outlines how to avoid the most common failings.
Tech leaders can use this report to understand the value they can expect from a UCaaS tool and to explore potential vendors.
UCaaS deployments are increasingly hybrid to defend against the complicated failure chains causing UCaaS service degradation.
Customer service and IT leaders should read this report to shape their firm’s investment approach to these technologies.
Tech infrastructure and operations will evolve in 2025 through vendor landscapes, AI infrastructure, AIOps, risk management, and remote connectivity.
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