Trends Report

To Invest Wisely, Know The Business Value Of Diverse Contact Center Solutions

November 7th, 2011
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributor:
William Band

Summary

To help business process professionals supporting customer service make smart decisions and navigate the complex contact center technology landscape, Forrester surveyed 75 companies to understand the business value-add, adjusted for uncertainty, of 18 types of contact center technologies for customer service. This report spotlights the criticality of each solution to business success, the technology's reputation for delivering business value, and the difficulty of implementation. It also provides guidance for choosing the right contact center solutions that balance customer satisfaction with the cost to the company.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.