Tech Tide Report

The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q3 2018

Twenty Technologies Underpin Customer Service

July 24th, 2018
AS
Art Schoeller
With contributors:
Daniel Hong , Laura Naparstek , Sarah Dawson , Peter Harrison

Summary

Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 20 technology categories that support customer service. Application development and delivery (AD&D) professionals should read this report to shape their firms' investment approach to these technologies.

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