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  • Report Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook
    November 28, 2018 | Kate Leggett, Art Schoeller, Ian Jacobs

    The heart of the contact center comprises a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros...

  • Report The Forrester Wave™: Cloud Contact Centers, Q3 2018

    The 11 Providers That Matter Most And How They Stack Up
    September 25, 2018 | Art Schoeller

    In our 32-criterion evaluation of cloud contact center providers, we identified the 11 most significant ones — 8x8, Aspect, Avaya, Cisco, Enghouse Interactive, Five9, Genesys, NewVoiceMedia, NICE...

  • Report Now Tech: Cloud Unified Communications Providers, Q2 2018

    Forrester's Overview Of 24 Cloud Unified Communications Providers
    June 4, 2018 | Art Schoeller

    You can use cloud unified communications (UC) providers to quickly deliver critical UC capabilities to your workers, reduce or eliminate capex investments, and protect existing UC investments. But...

  • 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,...

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