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  • Unified Communications

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  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Unified Communications And Collaboration, Q3 2017

    Evaluating The Leading UC&C Vendors That Can Provide A Diversity Of Deployment Options, Including UCaaS, Hosted, Hybrid, And On-Premises
    September 27, 2017 | Art Schoeller

    In our 29-criteria evaluation of unified communications and collaboration (UC&C) providers, we identified eight of the most significant ones — Alcatel-Lucent (ALE), Avaya, Cisco, Microsoft, Mitel,...

  • For B2B Marketing Professionals

    Report

    Report Global Business Technographics® Networks & Telecom Survey, 2017: Overview

    A Business Technographics Presentation
    May 25, 2017 | Brian Luu, Xiaotong Duan, Tyler McDaniel

    This report is an overview of the Forrester Data Global Business Technographics® Networks And Telecommunications Survey, 2017. Topics include sourcing preferences; managed services technologies and...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Now You See Me — Video Chat Improves The Customer Experience

    Well-Targeted Video Chat Drives Revenue, Improves Efficiency, And Increases Customer Satisfaction
    September 15, 2016 | Nick Barber, Art Schoeller

    Live video chat for customer service drives ROI, decreases dispute-resolution time, and increases customer satisfaction for business-to-business and business-to-consumer firms. With broader...

  • For Application Development & Delivery Professionals

    Report

    Report Navigate The Turbulent Waters Of Enterprise Collaboration

    Vision: The Enterprise Collaboration Playbook
    March 4, 2016 | Art Schoeller

    Enterprise collaboration is a long-established category of technologies (e.g., email, unified communications, and social networking) that continues to evolve. Properly deployed and adopted, it can...

  • For Application Development & Delivery Professionals

    Report

    Report Say Goodbye To UC; It's Time For Customer-Activated Communication And Collaboration

    CACC Will Drive Deeper And More Effective Customer Ecosystem Interactions
    June 22, 2015 | Art Schoeller

    Application development and delivery (AD&D) professionals responsible for communications and collaboration applications constantly struggle with driving consistent adoption and business value....

  • For Infrastructure & Operations Professionals

    Report

    Report Quick Take: Cisco Makes Its Long-Expected Change In Leadership

    Customers Are Safe As John Chambers Passes The Baton To Chuck Robbins
    May 5, 2015 | Andre Kindness, Dan Bieler, Tyler Shields

    John Chambers has been the face of Cisco for 20 years. Although an icon of the technology industry, his succession was inevitable. On May 4, 2015, Cisco made the formal announcement that Cisco...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: Avaya Re-Engages Its Partners And Customers With A Stronger Strategy

    A Breakdown Of The Avaya Partner And Analyst Event And What It Means To I&O Professionals
    April 24, 2015 | Andre Kindness, Art Schoeller

    At its annual partner event, Avaya launched a new set of initiatives to help its partners differentiate themselves and to help infrastructure and operations (I&O) professionals transform customer...

  • For Application Development & Delivery Professionals

    Report

    Report The Unified Communications Framework For Voice Integration

    Increase Adoption, Decrease Costs, And Improve Customer Experiences
    March 13, 2015 | Art Schoeller

    Expanding enterprise unified communications (UC) capabilities improves the ability to win, retain, and serve customers so it's important to tackle the barriers to adoption. Users may use...

  • For Infrastructure & Operations Professionals

    Report

    Report Get Organized To Stop The Communications And Collaboration Infrastructure Civil War

    November 10, 2014 | Art Schoeller

    In the American Civil War, many combatants on both sides had attended the US Military Academy at West Point as cadets. The war pitted not only brother against brother but also cadet against cadet,...

  • For Infrastructure & Operations Professionals

    Report

    Report The Forrester Wave™: On-Premises Unified Communications And Collaboration, Q2 2014

    The 11 Providers That Matter Most And How They Stack Up
    June 26, 2014 | Christopher Voce, Art Schoeller

    In Forrester's 29-criteria evaluation of enterprise on-premises unified communications and collaboration (UC&C) solutions vendors, we identified the 11 most significant providers — Aastra...

  • For Infrastructure & Operations Professionals

    Report

    Report Five Trends To Help You Enable Collaboration In Context

    Generating ROI By Delivering Value To Users And Customers
    May 21, 2014 | Art Schoeller

    Unified communications and collaboration (UC&C) solutions have been evolving from science experiments to useful business tools for a decade. Communications-enabled collaboration experiences allow...

  • For Infrastructure & Operations Professionals

    Report

    Report Consider Whether To Put Huawei On Your Provider Shortlist

    Huawei Makes Progress In The Enterprise, But Is Not For Everyone — Yet
    May 9, 2014 | Frank Liu

    Since Huawei Technologies entered the global enterprise IT infrastructure market in 2011, it has made consistent progress with broadening its portfolio of enterprise products and services and...

  • For Application Development & Delivery Professionals

    Report

    Report What You Need To Know About WebRTC

    Communications Application Development In Browsers Will Increase Customer Engagement And Unified Communications Adoption
    April 10, 2014 | Art Schoeller

    Communicating in real time via video, voice, and data has long been an important capability for the enterprise workforce. Integrating real-time communications into browser applications allows for...

  • For CIO Professionals

    Report

    Report Connected Business: A New Style Of Doing Business

    CIOs Need To Prepare For Cultural And Organizational Transformation
    February 4, 2014 | Dan Bieler

    Macro trends in technology and shifting customer behavior are giving rise to the connected business — which is not defined by technology but is rather a new style of doing business. The...

  • For CIO Professionals

    Report

    Report Market Overview: Hosted Collaboration Services Providers

    Alternatives To Google Apps And Microsoft Office 365 Emerge
    November 22, 2013 | TJ Keitt

    Sixty-five percent of IT leaders Forrester recently surveyed said they are interested in or already using software-as-a-service (SaaS) for some portion of their collaboration technology portfolio....

  • For Infrastructure & Operations Professionals

    Report

    Report The CCI Market Is Poised For Growth

    November 8, 2013 | Henry Dewing, Art Schoeller

    This report provides IT infrastructure and operations (I&O) professionals with strategic benchmarks to compare their communications and collaboration infrastructure budgets, priorities,...

  • For CIO Professionals

    Report

    Report The Forrester Wave™: Personal Communications Services, Q3 2013

    The Rise Of Personal Communications Tools In The Enterprise
    September 18, 2013 | Dan Bieler

    Empowered employees are embracing personal cloud-based communications and collaboration services, like Skype or Facebook Messenger. Any empowered employees expect to use these collaboration...

  • For CIO Professionals

    Report

    Report The Forrester Wave™: Desktop Videoconferencing, Q3 2013

    Microsoft Leads, Followed By Avaya, Cisco Systems, And Vidyo
    September 13, 2013 | Philipp Karcher

    There are four major categories of desktop videoconferencing solutions: consumer applications, unified communications (UC) clients, video pure plays, and webconferencing. In Forrester's 60-criteria...

  • For Sourcing & Vendor Management Professionals

    Report

    Report The Expectation Gap Increases Between Business And IT Leaders

    Sourcing Managers Need To Moderate A Dialogue About Network And Communication Technologies
    July 23, 2013 | Dan Bieler, Henning Dransfeld

    Forrester survey data indicates gaps in opinion about network infrastructure aspects between business and IT leaders. There is a clear risk that IT will purchase network and collaboration assets...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Telstra Global Is An Emerging Network Services Option In Selected Asian Hubs

    July 9, 2013 | Clement Teo

    Organizations entering Asia Pacific or expanding their activities in the region have several options when it comes to network connectivity services. This report provides a brief overview of...

  • For Infrastructure & Operations Professionals

    Report

    Report Reduce Risk And Drive Adoption With A CCI Road Map

    May 29, 2013 | Art Schoeller

    As communications and collaboration infrastructures (CCIs) start to coalesce into broader suites, infrastructure and operations (I&O) professionals need to ensure that the right road map will...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Identify Your Current State As A First Step To Best-Practice Telecoms And Mobility Sourcing

    March 22, 2013 | Brownlee Thomas, Ph.D.

    A potentially challenging but important first step in establishing a best-practice sourcing strategy for telecommunications and mobility services involves identifying the current state of your...

  • For Enterprise Architecture Professionals

    Report

    Report The Top Emerging Technologies To Watch: Now Through 2018

    February 7, 2013 | Brian Hopkins, Frank E. Gillett

    Emerging digital technologies are a primary driver of business evolution and disruption. Firms are grappling with an accelerating pace of business change while also trying to make IT simpler and...

  • For CIO Professionals

    Report

    Report Office 2013: A Breakthrough In Productivity

    Highly Integrated With A Risk Of Lock-In

    Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...

  • For Infrastructure & Operations Professionals

    Report

    Report Avoid Tactical, Narrow Communications And Collaboration Infrastructure Strategies

    January 18, 2013 | Art Schoeller

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders developing a communications and collaboration infrastructure (CCI) strategic plan. Developing such a...

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