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For Application Development & Delivery Professionals

Choose The Right Customer Service Solution For Your Business

Tools And Technology: The Contact Centers For Customer Service Playbook

July 9, 2020


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This is the Tools And Technology report in The Contact Centers For Customer Service Playbook For 2020.

Why Read This Report

Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals should move away from a build-first mentality and instead consider whether those customer service technologies already exist within the enterprise. This report provides an overview of options to consider when sourcing these technologies. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Customer Obsession Drives The Customer Service Solution Landscape
  • Audit Your Company's Technology Stack, And Leverage What You Can
  • Consider Outsourcing If You Can't Leverage Existing Technology
  • Explore CRM Suite Customer Service Solutions
  • Evaluate Customer Service Specialty Vendors
  • Build It Only If The Use Cases Are Unique
  • Recommendations

  • Narrow Your Choice, And Expedite The Selection Process
  • Related Research Documents

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