Summary
To help business process professionals supporting customer service make smart decisions and navigate the complex contact center technology landscape, Forrester surveyed 75 companies to understand the business value-add, adjusted for uncertainty, of 18 types of contact center technologies for customer service. This report spotlights the criticality of each solution to business success, the technology's reputation for delivering business value, and the difficulty of implementation. It also provides guidance for choosing the right contact center solutions that balance customer satisfaction with the cost to the company.
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