Contact center 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. It uses the Function-First Buying Framework to look at the conversation intelligence solutions for contact centers category.