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The Digital Operations Platforms Playbook For 2021
Drive Your Adaptive Enterprise With SaaS
Enterprises cannot achieve great customer success, digital disruption, and long-term growth and profitability without the right approach to core enterprise applications. To thrive, application...
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Report Mind The Gap When Organizing To Support Contact Center Applications
Organization: The Contact Centers For Customer Service Playbook
July 7, 2020 | Art SchoellerContact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience but the agent...
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Report Five Lessons From The Forrester Wave™: UCaaS Providers, Q3 2019
Unified-Communications-As-A-Service Is About The Entire Solution And Not Just A Cloud-Based Service
January 24, 2020 | Art SchoellerEarlier this year, Forrester evaluated nine unified-communications-as-a-service (UCaaS) vendors and identified five key lessons learned that application development and delivery (AD&D)...
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Report Vendors Battle For The Heart Of The Contact Center
Landscape: The Contact Centers For Customer Service Playbook
The heart of the contact center comprises a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros...
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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 SchoellerIn 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,...