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  • Communications Infrastructure

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  • For Customer Insights Professionals

    Report

    Report The Top Emerging Technologies In Artificial Intelligence

    Four Technologies That Will Help Customer Insights Pros Sense, Think, And Act
    April 6, 2017 | Brandon Purcell

    AI is poised to completely reframe how businesses operate and consumers interact. For CI pros, AI will soon share both the computational and sensory workload required for customer understanding....

  • For CIO Professionals

    Report

    Report 2017 Tech Budget Benchmarks

    Use Our Benchmarks To Transform Your Tech Budget, Not Just Defend It
    March 28, 2017 | Andrew Bartels

    CIOs feel ambivalent about tech budget benchmarks. They need them to respond to CEO and CFO questions about tech spending levels, but they also know the top-line metrics don't really say much. This...

  • For CIO Professionals

    Report

    Report US Government Sector Tech Spending Trends, 2017 To 2018

    Government CIOs Must Find Ways To Increase BT Spend Amid Tight Budgets
    February 8, 2017 | Andrew Bartels, Rick Parrish

    US federal, state, and local government CIOs are caught in a bind. The age of the customer is as real to them as it is to public companies. Government CIOs need to make investments in analytics,...

  • For CIO Professionals

    Report

    Report Indian Tech Market Outlook For 2017 To 2018

    Tech Spending In India Will Continue To Grow Sharply Through 2018
    January 24, 2017 | Ashutosh Sharma

    In 2017 and 2018, domestic factors and activities will influence business and government technology spending in India more than ever before. CIOs will need to strike a balance between making...

  • For CIO Professionals

    Report

    Report China Tech Market Outlook For 2017 To 2018

    Business Technology Accelerates Digital Transformation In China
    January 24, 2017 | Charlie Dai

    Technology spending in China will reach US$215 billion in 2017 as organizations accelerate their digital transformation initiatives by rapidly increasing their business technology (BT) investments....

  • For CIO Professionals

    Report

    Report Asia Pacific Tech Market Outlook For 2017 To 2018

    The Region's Tech Spending Will See Moderate Growth In 2017 Before Accelerating To Almost 6% Growth In 2018
    January 24, 2017 | Andrew Bartels, Frederic Giron

    CIOs in the Asia Pacific region will continue to face a business environment of modest economic growth in 2017, with 3% growth in tech spending. Better economies in 2018 will push growth closer to...

  • For CIO Professionals

    Report

    Report Australian Tech Market Outlook For 2017 To 2018

    CIOs Transform Their Tech Teams For The Age Of The Customer
    January 24, 2017 | Tim Sheedy

    This is the time of year when Australian CIOs and their partners in the business plan their 2017 technology budgets. To help CIOs with this process, this report provides our current forecast for...

  • For CIO Professionals

    Report

    Report The Global Tech Market Outlook For 2017 To 2018

    3% To 4% Growth As Forces Of Disruption Battle With Forces Of Continuity
    January 9, 2017 | Andrew Bartels, Nate Meneer

    2016 was a year of disruptions, both in the political world (Brexit, Trump's election) and in the technology world (cloud, artificial intelligence). CIOs will deal with those disruptions in 2017...

  • For CIO Professionals

    Report

    Report 2017 US Tech Budgets: The Outlook For Tech Spending Overall And By Industry

    Steady US Economic Growth And The BT Agenda Will Drive 5% Tech Market Growth In 2017
    October 17, 2016 | Andrew Bartels

    CIOs and their business partners prepare their tech budget plans based on their own businesses' strategy and requirements. Still, it can be useful to look at what other firms are doing, especially...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Contact Center Interaction Management For Midsize Contact Centers, Q3 2016

    The Eight Providers That Matter Most And How They Stack Up
    September 29, 2016 | Art Schoeller

    Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of midsize contact center interaction...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Contact Center Interaction Management For Large Contact Centers, Q3 2016

    The Eight Providers That Matter Most And How They Stack Up
    September 29, 2016 | Art Schoeller

    Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of large contact center interaction...

  • For CIO Professionals

    Report

    Report European Tech Market By Country, 2016 To 2017

    The UK And Other Eurozone Countries Will Generally Lag Behind Non-Euro Countries
    September 19, 2016 | Andrew Bartels

    Despite the expanding scope of the European Union (EU), Europe is still a collection of 28 different countries — and even more so after the UK's vote to leave the EU. This report provides...

  • For CIO Professionals

    Report

    Report The Midyear Global Tech Market Outlook For 2016 To 2017

    Slowing Economies And Cloud Constrict Tech Market Growth
    September 16, 2016 | Andrew Bartels

    CIOs in the middle of 2016 are facing the pull from their business partners to invest in new mobile, cloud, and analytical technologies to help their businesses grow and the push from CEOs and CFOs...

  • For CMO Professionals

    Report

    Report Quick Take: Amazon Extends Its Lead By Taking Alexa Intelligent Agent Global

    September 14, 2016 | James L. McQuivey

    On September 14, 2016, Amazon announced the availability of Amazon Echo outside the US in its two largest European markets — the UK and Germany. At the same time, Amazon announced a new version of...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Three Key Practices To Succeed With Speech Analytics

    Use These Methods To Improve Vendor Selection, Drive Quicker ROI, And Organize For A Successful Program
    February 17, 2016 | Ian Jacobs

    Instead of letting old recordings of customer service calls sit in a dusty vault, many enterprises have started to investigate speech analytics tools that promise to turn those recordings into...

  • For CIO Professionals

    Report

    Report Brief: AT&T Delivers Its Network On Demand

    AT&T's NoD Capabilities Are The Basis For A New Category Of Services Aligned With Customer Requirements
    October 28, 2015 | Dan Bieler, Christopher Mines

    Secure, stable network connectivity is a prerequisite for businesses using cloud, mobile, big data, and Internet-of-Things (IoT) solutions. To underestimate the significance of quality network...

  • 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

    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 CIO Professionals

    Report

    Report Quick Take: Nokia Takes Over Alcatel-Lucent

    Age-Of-The-Customer Dynamics Drive Consolidation Of Traditional Network Solution Vendors
    April 16, 2015 | Dan Bieler

    Nokia and Alcatel-Lucent entered into a memorandum of understanding under which Nokia will make an offer for Alcatel-Lucent in an all-share transaction that values Alcatel-Lucent at €15.6...

  • 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 Enterprise Architecture Professionals

    Report

    Report Artificial Intelligence Can Finally Unleash Your Business Applications' Creativity

    Five Things You Can Do With Cognitive Computing
    February 10, 2015 | Diego Lo Giudice, Michele Goetz

    Ask Siri, "Do you love me?" and she dispassionately replies "Let me get back to you on that." Amusing? Sure. Siri today is a programmed personal assistant to help schedule a meeting. In the future,...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Real-Time Speech Analytics — Still More Sizzle Than Steak

    February 6, 2015 | Ian Jacobs

    Most customer service organizations record phone interactions with their customers. If they get around to analyzing those recordings, whatever they find can't change the outcome of those calls...

  • 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 CIO Professionals

    Report

    Report US Tech Market Growth Remains Solid For 2014 And 2015

    The BT Agenda Will Be The Main Driver Of 5% To 6% Growth
    October 22, 2014 | Andrew Bartels

    So far, 2014 is turning out to be a relatively normal year for the US tech market, with growth in the 5% to 6% range. Unlike past years, we have not had to ratchet down our spring forecast due to...

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