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  • Interactive Voice Response (IVR)

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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 Vendor Landscape: Interactive Voice Response Solutions

    Make IVRs A Strategic Component, Not Just A Necessary Evil
    November 10, 2015 | Art Schoeller

    Are interactive voice response (IVR) solutions a necessary evil, old technology on its way out, or a strategic component of enterprise self-service? How is IVR evolving and what role can it play in...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: A Focus On Cloud And The Age Of The Customer Power A Revived Aspect Software

    July 14, 2015 | Art Schoeller, Ian Jacobs

    Aspect Software, long thought of as a moribund player in the contact center technology market, brought in a new management team a little over two years ago to right the ship. Now that the new team...

  • 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 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 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 Infrastructure & Operations Professionals

    Report

    Report Ten Considerations For Voice Portal Upgrades

    Develop Your Priorities Before Making An IVR Vendor Selection
    September 1, 2010 | Elizabeth Herrell

    Infrastructure decision-makers who plan to upgrade their interactive voice response (IVR) system should consider changes in customers' expectations, technology improvements, and cost models before...

  • For Infrastructure & Operations Professionals

    Report

    Report The CaaS Market Heats Up

    Communications-As-A-Service Generates High Interest And Will Soon Displace Premises-Based Alternatives
    May 27, 2010 | Elizabeth Herrell

    Communications-as-a-service (CaaS) shares many attributes with other as-a-service offerings in its pricing model and delivers voice, conferencing, contact center, IVR, and unified communications...

  • For Customer Experience Professionals

    Report

    Report Web-Phone User Experience 2010: PC Laptop Manufacturers

    Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms
    May 27, 2010 | Adele Budovsky

    Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

  • For Customer Experience Professionals

    Report

    Report Executive Q&A: IVR User Experience Reviews

    May 19, 2010 | Adele Budovsky

    Forrester's IVR User Experience Review uncovers flaws that prevent users from accomplishing key goals in interactive voice response (IVR) systems. This document provides answers to some of the...

  • 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 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 Application Development & Delivery Professionals

    Report

    Report To Invest Wisely, Know The Business Value Of Diverse CRM Solutions

    September 30, 2009 | William Band

    To help customer relationship management (CRM) professionals make smart decisions and navigate the complex CRM technology landscape, Forrester surveyed 286 companies. The goal was to determine the...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009

    Social Applications Stimulate Innovation But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine
    July 9, 2009 | William Band

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

  • For Customer Experience Professionals

    Report

    Report Small IVR Investments That Pay Off

    June 23, 2009 | Adele Budovsky

    With low phone self-service satisfaction rates, there's lots of room to improve IVR systems. Our research uncovered five low-cost techniques that improve routing, boost containment rates, increase...

  • For B2C Marketing Professionals

    Report

    Report Enhance Your Product Strategy With Convenient Customer Service

    June 22, 2009 | Doug Williams

    Customer service has become an integral part of product strategy, and, as such, it should now be a primary concern of consumer product strategy professionals. Customer service has also grown more...

  • 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 Customer Experience Professionals

    Report

    Report Online Travel Agencies' Cross-Channel Experience, 2009

    An Industry Look At This Year's Best And Worst Of Cross-Channel Design
    May 22, 2009 | Adele Budovsky

    As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large online travel agencies — Expedia, Orbitz, priceline.com, and Travelocity. Overall,...

  • For Customer Experience Professionals

    Report

    Report Best And Worst Of Phone Self-Service Design, 2009

    Forrester Applies Its IVR Review Methodology To 16 Major Firms
    May 20, 2009 | Adele Budovsky

    Forrester applied its IVR Review methodology to the phone self-service experiences at 16 US firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and...

  • 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 Infrastructure & Operations Professionals

    Report

    Report Evaluating UC Vendors On Key Applications

    How Vendors Stack Up On Voice/Desktop Call Control, Mobility, And Conferencing
    December 22, 2008 | Elizabeth Herrell

    Organizations considering unified communications (UC) solutions often find the vendor landscape overwhelming. During an economic slowdown it's more important than ever to invest in solutions that...

  • For Application Development & Delivery Professionals

    Report

    Report Why Talking To Your Customers Is Ruining Your Business

    Five Ways To Deliver Extraordinary Customer Service Agent Interactions
    August 29, 2008 | Natalie L. Petouhoff, Ph.D.

    To answer questions and resolve service issues, forty-five percent of consumers prefer to speak with a customer service agent. But most walk away from customer service agent interactions...

  • For Customer Experience Professionals

    Report

    Report Best And Worst Of Phone Self-Service Design, 2008

    Forrester Applies Its IVR Review Methodology To 16 Major Firms
    August 15, 2008 | Adele Budovsky

    Forrester applied its IVR Review methodology to the phone self-service experiences at 16 firms — four each of the largest airlines, banks, department stores, and MP3 player manufacturers....

  • 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...