Advanced Search

Save Or Share This Report

For Application Development & Delivery Professionals

Vendors Battle For The Heart Of The Contact Center

June 14, 2016

Authors

Why Read This Report

The heart of the contact center is comprised of 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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

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 That 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

Recommended Research