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For Application Development & Delivery Professionals

The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q3 2018

Twenty Technologies Underpin Customer Service

July 24, 2018


Why Read This Report

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. Application development and delivery (AD&D) professionals should read this report to shape their firms' investment approach to these technologies.

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Table of Contents

  • Leverage AI For Customer Service Success
  • Select Customer Service Technologies That Offer High Business Value
  • Invest In And Maintain Service Technologies With High Business Value
  • Experiment With Messaging, Speech Recognition, Video, And One More
  • Invest In Chat, Field Service, Interaction Analytics, And Others
  • Maintain Case Management, Cobrowse, CCIM, IVR, And Others
  • Divest From Email Response Management And Others
  • Supplemental Material
  • Related Research Documents

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