Summary
From January 2007 to April 2008, Forrester's IT infrastructure and operations (I&O) team fielded 3,246 inquiries on a myriad of topics; 350 of those dealt with the key I&O themes in enterprise communications, including contact centers. As contact centers evolve to meet the changes in customer communication channels, their managers face increasingly difficult challenges, ranging from managing a distributed workforce to integrating new multichannel applications. Fortunately, new solutions and applications now help to improve the quality of work and to direct contact center processes more efficiently. As a result, we found three dominant themes in the most frequently asked contact center questions: computer telephony integration (CTI), virtual operations, and contact center technology leaders.
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.