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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™: Public Cloud Development Platforms, North America, Q1 2020
The Nine Providers That Matter Most And How They Stack Up
March 16, 2020 | John Rymer, Dave BartolettiIn our 29-criterion evaluation of public cloud development platforms, we identified and assessed the nine most significant ones — Alibaba, Amazon Web Services (AWS), Google, IBM, Microsoft, Oracle,...
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Report The Forrester Wave™: Customer Service Solutions, Q2 2019
The 12 Providers That Matter Most And How They Stack Up
June 18, 2019 | Kate LeggettIn our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP,...
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Report New Tech: Conversational AI For Customer Service, Q2 2019
Forrester's Landscape Overview Of 42 Providers
May 23, 2019 | Ian JacobsConversational AI for customer service — AKA chatbots or virtual agents — is both trendy and disappointing simultaneously. For every brand that touts benefits like contact deflection and cost...
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