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  • For Business Process Professionals

    Report

    Report Entellium Leads In Record-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007
    May 24, 2007 | Chip Gliedman

    Entellium's eCustomerCenter provides a low-cost hosted application, with good usability and customization capabilities that should meet most midmarket customer service needs. The agent activity...

  • For CIO Professionals

    Report

    Report Oracle Siebel CRM Leads In Record-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007
    May 24, 2007 | Chip Gliedman

    Oracle is intent on sustaining the Siebel leadership position in the CRM market. The Oracle Siebel CRM customer service suite is especially strong in B2B customer service environments, where its...

  • For CIO Professionals

    Report

    Report Maximizer Software Is A Strong Performer In Record-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007
    May 24, 2007 | Chip Gliedman

    Maximizer Software provides a low-cost and easy-to-implement suite of tools for small-to-midmarket organizations with tight integration into Microsoft applications. The applications share a similar...

  • For CIO Professionals

    Report

    Report KANA Software Leads In Interaction-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007
    May 24, 2007 | Chip Gliedman

    KANA, a best-of-breed eService provider for more than a decade, continues to evolve the breadth and depth of its suite. Originally an email response management vendor, KANA has evolved into a...

  • For Application Development & Delivery Professionals

    Report

    Report Pegasystems Leads In Process-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007
    May 24, 2007 | Chip Gliedman

    Pegasystems Customer Process Manager (CPM), one of the early entrants in the business process management (BPM) tool market, has a leading offering for organizations looking to automate customer...

  • For CIO Professionals

    Report

    Report Amdocs Is A Strong Performer In Process-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007
    May 24, 2007 | Chip Gliedman

    The Amdocs customer service solution is built upon the foundation established by industry pioneer Clarify. Amdocs' tools for contact centers, phone agents, and field service technicians, especially...

  • For CIO Professionals

    Report

    Report Oracle's E-Business Suite Is A Strong Performer In Record-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007
    May 24, 2007 | Chip Gliedman

    Oracle's E-Business Suite (EBS) has a full-featured customer service application, especially appropriate for companies using Oracle's other applications for customer relationship management (CRM)...

  • For CIO Professionals

    Report

    Report FrontRange Is A Strong Performer In Interaction-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007
    May 24, 2007 | Chip Gliedman

    FrontRange HEAT, initially deployed in midsize enterprises as an internal customer support product, has found an additional home as an external customer support tool, with approximately 40% of HEAT...

  • For CIO Professionals

    Report

    Report Onyx Leads In Process-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007
    May 24, 2007 | Chip Gliedman

    Onyx is a leading business process tool for customer service applications, especially in organizations standardized on the Microsoft application architecture. The company was taken private by M2M...

  • For CIO Professionals

    Report

    Report RightNow Technologies Leads In Interaction-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007
    May 24, 2007 | Chip Gliedman

    With a strong suite of tightly integrated tools spanning contact channels, RightNow Technologies presents a robust offering for customer service, especially for consumer-facing organizations....

  • For CIO Professionals

    Report

    Report ATG Is A Strong Performer In Interaction-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007
    May 24, 2007 | Chip Gliedman

    ATG's products are optimized for the support of online commerce and will help drive a customer to close an online transaction. ATG's acquisition of Primus, one of the pioneers in case-based...

  • For Infrastructure & Operations Professionals

    Report

    Report The State Of SMB Network And Telecommunications Adoption: 2007

    Business Data Services North America And Europe
    May 23, 2007 | Michele Pelino, Rolf Schonhowd, Phil Sayer

    How are SMBs adopting and using network and telecommunications technologies? This document gives highlights of an extensive data set collected from IT decision-makers across North American and...

  • For Customer Experience Professionals

    Report

    Report Microsoft Buys aQuantive: The Future Of Avenue A | Razorfish Is Unclear

    May 23, 2007 | Harley Manning

    Microsoft's announced that it will acquire aQuantive, the parent company of Avenue A | Razorfish. It's clear that Microsoft wants the digital advertising tools and services of aQuantive's Atlas and...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Quality Framework

    Measure Experience Quality From The Customer's Perspective
    May 23, 2007 | Megan Burns

    To evaluate customer experience quality, firms need a measurement framework that is complete, coherent, and looks at the world from the customer's perspective. That's why we've created Forrester's...

  • For CIO Professionals

    Report

    Report Taiwan Healthcare Environment And IT Opportunity 2007 Data Tables

    May 23, 2007 | Dane Anderson

    These are the data tables for the report, Taiwan Healthcare Environment and IT Opportunity 2007, which provides vendor strategists with a comprehensive background on the healthcare dynamics in the...

  • For CIO Professionals

    Report

    Report Taiwan Healthcare Environment And IT Opportunity 2007

    May 23, 2007 | Dane Anderson

    The primary objective of this report is to provide vendor strategists with a comprehensive background on the healthcare dynamics in the Taiwanese marketplace. A detailed overview of the national...

  • For Customer Experience Professionals

    Report

    Report Case Study: Metrics Drive Wells Fargo's Home Page

    A Best Practice Home Page Driven By Data — Not Opinions
    May 23, 2007 | Brad Strothkamp

    Wells Fargo's Internet Services Group (ISG) recently led the charge in redesigning the company's home page (WellsFargo.com). The team used Web site metrics, customer survey data, and internal...

  • For Application Development & Delivery Professionals

    Report

    Report Unified Hourly And Salaried Hiring — Reality Or Empty Promise?

    May 22, 2007 | Zach Thomas

    Many companies with a mix of hourly and salaried workers like the idea of having a single solution to support both hiring processes. So it's not surprising that many vendors are touting this...

  • For Marketing Leadership Professionals

    Report

    Report The State Of US TV Service Use And Switching, 2006

    May 22, 2007 | James L. McQuivey

    The transition from analog to digital TV service is still underway, and telcos like Verizon and AT&T are trying to grab market share from incumbent cable and satellite providers. Which consumers...

  • For Sourcing & Vendor Management Professionals

    Report

    Report China's Diminishing Offshore Role

    Market Demand Does Not Match Government And Service Provider Expectations
    May 22, 2007 | John McCarthy

    When Forrester first looked at China's offshore and global delivery model (GDM) role nearly two years ago, the country was widely viewed as the key challenger to India for offshore supremacy....

  • For Marketing Leadership Professionals

    Report

    Report Online Advertising Is Poised To Boom — Again

    May 22, 2007 | Shar VanBoskirk

    Recent major acquisitions in the online advertising space — like Microsoft's $6 billion purchase of online marketing firm aQuantive — signal the renaissance of online advertising. Improved...

  • For CIO Professionals

    Report

    Report Designing PCs For The Third World

    How Children And Education Will Redefine The PC
    May 22, 2007 | Simon Yates

    After more than a quarter-century of technology development and investment, the worldwide milestone of 1 billion PC users is not too far away. Now the technology industry is turning its attention...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Retail eBusiness Executives Expect A Solid 2007

    Industry Results Of Our eBusiness, Channel And Product Management Survey
    May 22, 2007 | Carrie Johnson

    Forrester recently surveyed our panel of 107 eBusiness and channel and product management executives to examine 2007 online budgets and priorities. Retail companies represented almost one-fifth of...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Travel eBusiness Execs: Focus On Mobile Data Now

    Mobile Data Creates A New Way To Distribute Travel And Engage Travelers
    May 22, 2007 | Henry H. Harteveldt

    The mobile channel presents a viable channel that travel companies can use to better engage and sell to North American travelers. Thirty-seven percent of North American leisure travelers who own a...

  • For Marketing Leadership Professionals

    Report

    Report Vendors Ease Mobile Marketing's Growing Pains

    At CTIA 2007, The Wireless Industry Commits To Mobile Marketing
    May 21, 2007 | Christine Spivey Overby

    The audience for mobile campaigns now tops 37 million, but interactive marketers are still more likely to experiment with PC-based emerging channels — many of which have smaller reach. What's...

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