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  • Report Best Practices: Blazing Fast Web Site Infrastructure

    Measure Often, Cache Smart, And Collaborate With App Dev On Performance Tuning
    August 15, 2008 | James Staten, Mike Gualtieri

    With most enterprises now conducting business on the Web, it has become more crucial than ever that the experience is rich and responsive. Often these two goals conflict. How do you ensure a...

  • 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. Among the...

  • Report Client Virtualization Enables Green Customer Care Centers: A Cox Communications Case Study

    Hosted Application Virtualization Allows Workers To Bring The Call Center Home
    July 11, 2008 | Natalie Lambert, Christine E. Atwood

    As part of an initiative to differentiate its customer care centers to attract top talent, Cox Communications turned to hosted application virtualization to enable its care agents to work from...

  • Report The State Of Asia Pacific Enterprise Technology Adoption: 2008¿

    May 20, 2008 | Jonathan Browne

    How are businesses in the Asia Pacific (APAC) region adopting technologies in the software, hardware, networks, and services categories, and what do they plan to do with IT budgets in the next 12...

  • Report Technographics® Survey Highlights: European Technographics Online Consumer Technology Survey, Q4 2007

    April 15, 2008 | Joost van Kruijsdijk

    This highlight deck summarizes the key findings from Forrester's European Technographics Online Consumer Technology Survey, Q4 2007

  • Report Inquiry Insights: Content Delivery Networks, Q4 2007

    January 18, 2008 | Henry Dewing

    Sites like YouTube, iTunes, and uefa.com (Union of European Football Associations) exploit the now-ready infrastructure to deliver rich experiences over the Internet, leading both consumers and...

  • Report Top Consumer Technology Predictions For 2008

    December 27, 2007 | Charles S. Golvin

    In consumer technology, 2007 was clearly the year of the iPhone and Facebook. Apple's foray into the mobile handset market spurred innovation among the Cupertino company's new competitors, gave...

  • Report Who Forms The Next Wave Of VoIP Consumers?

    They're Still Early Tech Adopters, So Sell VoIP As Plain Old "Voice" To Win
    December 21, 2007 | Sally M. Cohen

    VoIP providers should be happy to know that awareness of their service is growing — 62% of online consumers have heard of VoIP, compared with only 43% in 2005 — but this isn't translating as...

  • Report SWOT Analysis: Municipal Wireless Networking, Q4 2007

    Four Key Vendors Compete For Municipal Wireless Deployments
    December 10, 2007 | Sally M. Cohen

    Today's municipal wireless network vendors must couple innovative access and back-haul technology with forward-thinking network applications and services to win deals. Now these vendors must go...

  • Report SWOT Analysis: Nortel Networks Municipal Wireless Networking, Q4 2007

    A Holistic Approach To The Business Of Municipal Networks
    November 13, 2007 | Sally M. Cohen

    Nortel Network's municipal wireless networking business is committed to delivering the full municipal wireless solution: technology, services, applications, and hardware. This approach — along with...

  • Report SWOT Analysis: Motorola Municipal Wireless Networking, Q4 2007

    Motorola Aims To Be A Trusted Advisor In Municipal Wireless Networking
    November 12, 2007 | Sally M. Cohen

    Motorola's 75-year legacy of government partnerships in the wireless communications space will serve it well as it aims to become a trusted advisor to communities in the municipal wireless...

  • Report SWOT Analysis: Cisco Systems Municipal Wireless Networking, Q4 2007

    Cisco Must Tie Together WLANs With Its Late Municipal Offering
    November 7, 2007 | Sally M. Cohen

    Cisco Systems, the market leader for enterprise networking, including wireless LAN (WLAN) infrastructure, is making inroads into the municipal wireless networking market. The vendor has already...

  • Report SWOT Analysis: BelAir Networks Municipal Wireless Networking, Q4 2007

    Focused On The Technology Of Municipal Networks
    November 6, 2007 | Sally M. Cohen

    Since 2001, BelAir Networks has concentrated on developing and delivering best-in-class mobile mesh broadband networking technology. Its expandable, flexible, and modular access points address the...

  • Report Is It Game Over For VoIP In Europe?

    No, But Three Years In, Providers Need To Change Tactics To Start Winning Over Customers
    October 11, 2007 | Paul Jackson

    There has not been as much growth in the voice over Internet protocol (VoIP) market in Western Europe as providers had hoped for. The growth in the number of adults who use VoIP is disappointingly...

  • Report Wireless Teens: Untethered, Super-Connected

    August 2, 2007 | Sally M. Cohen

    One-quarter of online teens use wireless Internet access, most at home. These wireless teens have a propensity to use the Internet for media consumption, social networking, and communication.

  • Report Monetizing Municipal Wireless Networks

    Strategist Must Plan Well To Realize The Value They Require
    July 23, 2007 | Sally M. Cohen

    Many US cities, counties, and communities recognize value — though not always financial value — in deploying their own municipal wireless networks. For many of these deployments, however, the...

  • Report Muni Wi-Fi Networks' Uncertain Consumer ROI

    Most Consumers Haven't Tried Public Wireless Internet Access Yet
    July 6, 2007 | Sally M. Cohen

    With the proliferation of municipal wireless projects — including city- or county-wide networks, hotspots in downtown areas, and connected mass transit vehicles — public Wi-Fi access is making a...

  • Report VoIM Helps Online Teens Stay Connected

    July 6, 2007 | Sally M. Cohen

    Teens have added Voice over IM (VoIM) to their arsenal of tools that help them stay connected to their social networks. Many teens who use VoIM today are at the center of large and active networks.

  • Report Survey Highlights: North American Technographics Consumer Technology Online Survey, Q1 2007

    July 5, 2007 | Ted Schadler

    This survey highlight data charts slide deck presents the key data points contained in our latest survey on consumers and technology: North American Technographics Consumer Technology Online...

  • Report The VoIP Customer Experience: Work In Progress

    VoIP Customer Experience Is Not Ready For Mainstream Users
    April 3, 2007 | Zayera Khan

    Consumers choose voice over IP (VoIP) because it offers select zero or low-cost alternatives to expensive phone calls that telcos cannot beat. Current Web-based VoIP offers have attracted...

  • Report Telcos Must Turn Consumer VoIP From A Problem Into An Opportunity

    Telco Marketers Will Drive Value By Expanding Channels And Marketing Apps
    March 30, 2007 | Maribel D. Lopez

    Voice over IP (VoIP), long thought of as the death knell for traditional telcos, is gaining traction but is not overtaking the traditional voice market. Today, as cable continues to drive the...

  • Report European Telcos Must Look Beyond Simple One-Phone Solutions

    March 12, 2007 | Lars Godell

    As many as 50% of European online consumers claim to know what integrated fixed and mobile phones are, reflecting a combination of consumer confusion and technology and market realities. The...

  • Report VoIP Marketers: Price And Features Slowly Win Over Consumers

    To Win Users, Marketers Must Bring Pure-Play VoIP Closer To The Phone
    March 9, 2007 | Sally M. Cohen

    Despite an increasingly competitive provider landscape, only 5% of online households say that they use voice over IP (VoIP) — or its close derivative, voice over instant messaging (VoIM) — at home,...

  • Report Despite Low Uptake, VoIM Matters

    VoIM Strengthens Communities And Weakens The Phone-Voice Connection
    February 6, 2007 | Sally M. Cohen, Maribel D. Lopez

    With US high-speed penetration reaching more than 40% of households and IM adoption surpassing one-third of online households, consumers are getting ready for voice over IM (VoIM). Despite desire...

  • Report India's Booming Media And Entertainment Industry: IT Market Trends And Opportunities, 2006-2010

    February 1, 2007 | Dane Anderson

    This report explores India's fast-growing media and entertainment industry (M&E) to help vendor strategists assess the market. Driven by India's healthy economy, rising middle class, higher...