Summary
Business leaders struggle to identify which tech solutions will solve their business problems. Vendors’ marketing messaging, and a lack of standardization in the market, amplify the challenge. Although there are standard market categories for tech, there have been no universal rules for the functions each category provides — until now. This report outlines Forrester’s Function-First Tech Buying Framework, which creates standards for the functionality included in each tech market category. This report uses the Function-First Tech Buying Framework to look at the contact-center-as-a-service (CCaaS) category.
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