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In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center road map in the context of a broader customer experience (CX) ecosystem allows enterprises to differentiate themselves from the competition and reduce costs. This report outlines the road map planning of Forrester's solution for application development and delivery (AD&D) professionals working in customer service. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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