Best Practice Report

Lessons Learned From The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023

December 15th, 2023
Christina McAllister, Senior Analyst
Christina McAllister Senior Analyst
With contributors:
Ian Jacobs , Eleanor Theriault , Shayna Neuburg

Summary

Our recent Forrester Wave™ evaluation of 11 conversation intelligence for customer service (CICS) vendors revealed some key lessons on the evolution of quality programs, the cross-enterprise adoption of contact center insights, the nascent focus on digital channels, the quest for agent-centered value, and the importance of determining the best-fit solution for your needs. Customer service leaders should read this report to understand five key findings from “The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023.”

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