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For Application Development & Delivery Professionals

Vendors Battle For The Heart Of The Contact Center

Landscape: The Contact Centers For Customer Service Playbook

November 15, 2019


Why Read This Report

The heart of the contact center comprises a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros supporting customer service operations need cloud-ready, deeply integrated technology suites. This report examines the market dynamics and buyer requirements for contact center 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

  • Complex Technologies Don't Enable Differentiated Customer Service
  • Big Fish Eat The Little Fish, Leaving Fewer Differentiators
  • Categories Consolidate As Vendors Move Into Adjacent Markets
  • Four Key Trends Will Make You Rethink Your Vendor Strategy
  • Customer Service Will Simplify — It's Just A Matter Of Time
  • Recommendations

  • Assess Your Vendors In Three Ways
  • Related Research Documents

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