Wave Report

The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024

The 11 Providers That Matter Most And How They Stack Up

June 17th, 2024
With contributors:
Ian Jacobs , Fiona Swerdlow , Lok Sze Sung , Shayna Neuburg


In our 34-criterion evaluation of digital customer interaction solution (DCIS) providers, we identified the most significant ones and researched, analyzed, and scored them. This report shows how each provider measures up and helps contact center and digital business professionals select the right one for their needs.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.