Trends Report

Choose The Right Customer Service Solution For Your Business

Tools And Technology: The Contact Centers For Customer Service Playbook

July 9th, 2020
With contributors:
Daniel Hong , Hailey Colin , Shayna Neuburg


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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