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For Application Development & Delivery Professionals

To Invest Wisely, Know The Business Value Of Diverse Contact Center Solutions

November 7, 2011

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Why Read This Report

To help business process professionals supporting customer service make smart decisions and navigate the complex contact center technology landscape, Forrester surveyed 75 companies to understand the business value-add, adjusted for uncertainty, of 18 types of contact center technologies for customer service. This report spotlights the criticality of each solution to business success, the technology's reputation for delivering business value, and the difficulty of implementation. It also provides guidance for choosing the right contact center solutions that balance customer satisfaction with the cost to the company.

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Table of Contents

  • Which Contact Center Solutions For Customer Service Deliver The Most Value?
  • Three Criteria Define The Business Value Of Contact Center Applications
  • Core Contact Center Solutions Deliver The Most Value
  • RECOMMENDATIONS

  • Pragmatic Execution Is The Key To Success
  • Supplemental Material
  • Related Research Documents

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