Tech Tide Report

The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021

Twenty Technologies Underpin Customer Service

January 19th, 2021
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
Art Schoeller, null
Art Schoeller
With contributors:
Daniel Hong , Hailey Colin , Peter Harrison , Diane Lynch

Summary

Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 20 technology categories that support customer service. Customer service leaders should read this report to shape their firm's investment approach to these technologies.

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