Landscape Report

The Digital Customer Interaction Solutions Landscape, Q1 2024

Forrester’s Overview Of 26 Vendors

February 9th, 2024
Christina McAllister, Senior Analyst
Christina McAllister Senior Analyst
With contributors:
Ian Jacobs , Lok Sze Sung , Eleanor Theriault , Marissa Fritz

Summary

You can use digital customer interaction solutions (DCISes) to orchestrate customer interactions across digital channels, leverage AI to automate interactions and enhance agent workflows, and introduce solutions built for asynchronous communication at scale. But to realize these benefits, you’ll first have to select from a diverse set of vendors that vary by size, type of offering, geography, and use case differentiation. Contact center and digital business leaders should use this report to understand the value they can expect from a DCIS vendor, learn how vendors differ, and investigate options based on size and market focus.

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