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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021

    The 12 Providers That Matter Most And How They Stack Up
    May 11, 2021 | Faith Adams

    In our 33-criterion evaluation of customer feedback management (CFM) platform and services providers, we identified the 12 most significant ones — Alida, Cisco Webex XM, Clarabridge, Concentrix,...

  • Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2021

    Forrester's Overview Of 39 VoC Providers
    February 19, 2021 | Faith Adams

    You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback and data, socialize the information, inform customer experience (CX) improvements, and track the results of...

  • Report Now Tech: Virtual Healthcare Platforms, Q1 2021

    Forrester's Overview Of 28 Virtual Healthcare Platform Providers
    January 14, 2021 | Arielle Trzcinski

    Healthcare organizations (HCOs) can use virtual care (VC) to increase the capacity of existing clinical teams, improve clinical outcomes and lower medical spend for patients and members, and defend...

  • Report Now Tech: Cloud Contact Center Vendors, Q2 2020

    Forrester's Overview Of 25 Cloud Contact Center Providers
    June 2, 2020 | Art Schoeller

    You can use cloud contact center providers to rapidly deliver critical contact center capabilities, increase flexibility and scale of operations, and lay the foundation for a cognitive contact...

  • Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2020

    Forrester's Overview Of 36 VoC Providers
    February 3, 2020 | Faith Adams

    You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, socialize feedback, inform customer experience (CX) improvements, and track the results of these improvements...

  • Report The Forrester Wave™: Unified-Communications-As-A-Service (UCaaS) Providers, Q3 2019

    The Nine Providers That Matter Most And How They Stack Up
    August 27, 2019 | Art Schoeller

    In our 31-criterion evaluation of UCaaS providers, we identified the nine most significant ones — 8x8, Cisco, Dialpad, Fuze, Microsoft, Mitel, RingCentral, Star2Star, and Vonage — and researched,...