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The CRM Playbook For 2017

Transform Customer Processes And Systems To Improve Experiences

The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

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  • For Application Development & Delivery Professionals

    Report

    Report Artificial Intelligence Supercharges Speech Analytics

    Drive Marketing, Sales, And Service Improvements With Deeper Insights
    September 18, 2017 | Kjell Carlsson

    Enterprises can extract an unprecedented level of business insight from customer conversations thanks to new advancements in artificial intelligence (AI). A new generation of AI-enhanced speech...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report AI Will Revolutionize Digital Experiences

    AI Will Help Brands Win, Serve, And Retain Customers Across A Connected Experience Ecosystem
    September 11, 2017 | Julie A. Ask

    A host of technologies that broadly fall under the umbrella of artificial intelligence (AI) are revolutionizing how digital business professionals can design and deliver digital experiences. As AI...

  • 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 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 Enterprise Architecture Professionals

    Report

    Report Artificial Intelligence Can Finally Unleash Your Business Applications' Creativity

    Five Things You Can Do With Cognitive Computing

    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 CMO Professionals

    Report

    Report Brief: The Future Of Voice Control Goes Far Beyond Dictation

    A Case Study In Digital Platform Power
    April 14, 2014 | James L. McQuivey

    Digital platform providers Amazon.com, Apple, Facebook, Google, and Microsoft are competing fiercely to find the next big method to grab more minutes of attention. One of the most important tools...

  • For CIO Professionals

    Report

    Report Pioneer Vendors: Smart, Connected Products For The Internet Of Things

    Five Startups Transforming Customer Experience In A Connected World
    January 6, 2014 | Frank E. Gillett

    Many companies are rethinking the nature of their products and services as connectivity and control become easier. Smarter, more connected products are being enabled as the Internet of Things (IoT)...

  • For Infrastructure & Operations Professionals

    Report

    Report How Voice-Controlled Intelligent Agents Can Redefine Computing

    Digital Companions Will Become Intermediaries — And Colleagues
    November 12, 2013 | J. P. Gownder

    Workers are only beginning to dip their toes into voice-controlled computing: According to Telecom And Mobility Workforce Survey, Q2 2013, just over a third of workers with smartphones say they...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

    April 17, 2013 | Kate Leggett, Art Schoeller

    Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Auditing Your Current Communications State - Inventory Tool

    March 13, 2012 | Brownlee Thomas, Ph.D.

    This tool is meant to serve as an inventorying checklist to be used by the IT sourcing and vendor management (SVM) organization during your audit of your company's current  communications...

  • For Application Development & Delivery Professionals

    Report

    Report Contact Center Purchase Plans 2011

    Despite Budget Pressures, Infrastructure And Operations Professionals Are Driving A Wide Array Of Contact Center Upgrades
    October 27, 2011 | Art Schoeller

    The uncertain world economic outlook makes firms reluctant to hire new workers. Thus, it's no surprise that infrastructure and operations (I&O) pros are keen to invest in contact center upgrades to...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

    August 29, 2011 | Kate Leggett, Art Schoeller

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives —...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For Infrastructure And Operations Professionals: Contact Center Solutions, Q3 2011

    August 29, 2011 | Kate Leggett, Art Schoeller

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives —...

  • For Marketing Leadership Professionals

    Report

    Report We Can Hear You Now

    Use Voice Interaction Technology As A Product Differentiator
    June 6, 2011 | Charles S. Golvin, Seth Fowler

    Voice interaction technology has made steady advances both in quality and breadth of application in recent years. Product strategists should seize the opportunity to selectively integrate voice...

  • For Infrastructure & Operations Professionals

    Report

    Report Contact Center Purchase Plans 2010

    Use The Economic Recovery To Reinitiate Buying
    May 14, 2010 | Elizabeth Herrell

    Contact center investments will grow significantly in 2010, with 58% of companies indicating plans for a major software upgrade as contact center decision-makers plan improvements for their...

  • For Infrastructure & Operations Professionals

    Report

    Report Real-Time Analytics For Contact Centers

    Do You Know What Your Customers Are Thinking?
    March 25, 2010 | Elizabeth Herrell

    Although contact centers and customer support managers collect data on their agents' performance, too little information is known about what their customers are experiencing during an interaction....

  • For Customer Experience Professionals

    Report

    Report Top Customer Experience Takeaways From SpeechTEK 2009

    November 10, 2009 | Adele Budovsky

    Forrester recently attended SpeechTEK 2009, where presenters focused on using speech technologies to improve the phone self-service customer experience. Among speakers' top recommendations: Don't...

  • For Infrastructure & Operations Professionals

    Report

    Report The Forrester Wave™: Premise-Based IVR/Voice Portals, Q2 2009

    Genesys Leads, With Avaya And Cisco Systems Closely Following
    June 17, 2009 | Elizabeth Herrell

    In Forrester's 52-criteria evaluation of IVR/voice portal premise-based offerings, we found that Genesys, Avaya, Cisco Systems, and Nortel Networks lead the pack. These vendors deliver innovative...

  • For Infrastructure & Operations Professionals

    Report

    Report The Forrester Wave™: Network-Based IVR/Voice Portals, Q2 2009

    Tellme And Nuance Are Leaders, With Verizon And Voxeo Close Behind As Strong Performers
    June 15, 2009 | Elizabeth Herrell

    In Forrester's 53-criteria evaluation of network services providers for IVR/voice portal (VP) vendors, we found that Tellme and Nuance lead the pack with their all-inclusive platform support for...

  • For Infrastructure & Operations Professionals

    Report

    Report Inquiry Spotlight: UC IVR And IP Contact Centers, Q2 2009

    April 23, 2009 | Elizabeth Herrell

    The landscape for unified communications (UC), interactive voice response (IVR), and Internet protocol (IP) contact centers is talked about constantly. Forrester answered the inquiries of numerous...

  • For Infrastructure & Operations Professionals

    Report

    Report Ten Steps For Reducing Contact Center Expenses

    Slow Economy Necessitates You Take A Close Look At Contact Center Costs
    March 13, 2009 | Elizabeth Herrell

    During an economic slowdown, customer service managers need to take a close look at their contact center operations to find ways to reduce costs while maintaining high levels of customer support....

  • For Sourcing & Vendor Management Professionals

    Report

    Report Hot Companies To Watch: Q3 Update

    Profiles of Emerging Companies And Technology Trends That Tech Vendors Should Consider When Planning Strategy
    September 10, 2008 | Christopher Andrews

    In this series, we highlight interesting new vendors and important technology trends. At Forrester, we've seen a strong interest in emerging technologies among our technology strategist clients as...

  • For Infrastructure & Operations Professionals

    Report

    Report 2008 Contact Center Technology Trends

    August 13, 2008 | Elizabeth Herrell

    In 2008, contact centers are leaning toward an increased emphasis on self-service and applications that provide greater insight into customer experience. Organizations are also considering how to...