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  • Report The Forrester Wave™: Customer Communications Management, Q2 2016

    The 14 Providers That Matter Most And How They Stack Up
    June 15, 2016 | Craig Le Clair

    Forrester frequently receives inquiries on customer communications management (CCM) from enterprise architecture (EA) professionals looking for direction on how to update their technologies for new...

  • Report Vendor Landscape: Digital Experience Platforms

    Three Classes Of Vendors Tackle The Multichannel Experience Mandate
    May 16, 2016 | Mark Grannan, Danielle Jessee

    Application development and delivery (AD&D) professionals need an array of software to create and manage the digital experience (DX). They must evaluate, implement, integrate, and build front-end...

  • Report Key ITSM SaaS Solution Capabilities

    June 4, 2014 | Eveline Oehrlich

    This workbook supports the "Market Overview: IT Service Management SaaS Tools Update 2014" Forrester report and describes each vendor's ITSM SaaS capabilities in detail.

  • Report Market Overview: IT Service Management SaaS Tools Update, 2014

    Growing Vendors Offer Alternatives, Established Vendors Ride The SaaS Momentum
    June 4, 2014 | Eveline Oehrlich, Amy DeMartine

    IT service management (ITSM) software-as-a-service (SaaS) solutions have been widely adopted by IT infrastructure and operations (I&O) organizations around the globe to help deliver technology...

  • Report The Forrester Wave™: Document Output For Customer Communications Management, Q1 2014

    Vendors Target Interactive Use Cases And Corporate Solutions
    January 8, 2014 | Craig Le Clair

    Customer communications management is a frequent topic of inquiries by Forrester clients who are looking for direction on how to update their technology for new business demands and usage patterns...

  • Webinar The SaaS IT Service Management Tool Landscape

    What Is Right For Your Organization?
    May 21, 2013 | Eveline Oehrlich

    Most organizations have an IT service management (ITSM) tool or tools. Many blame that tool for a variety of I&O and IT service delivery inefficiencies (or even failures), but is replacing one...

  • Webinar Evolve IT Support With Proven Monitoring Approaches

    May 16, 2013 | John Rakowski, Glenn O'Donnell

    Your IT support operation is the window between the business and the rest of your IT organization. We have entered the age in which technology is truly linked to business competitiveness and...

  • Report The Forrester Wave™: North American Workplace Services, Q2 2013

    Evaluating Leading Providers Amidst A Category Redefinition
    April 30, 2013 | Bill Martorelli, Wolfgang Benkel

    Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

  • Report Navigating The Microsoft Services Landscape

    Trends And Tradeoffs Of Leading Microsoft Services Players
    November 2, 2012 | Liz Herbert

    Microsoft technologies span a wide range of products and services, including enterprise applications such as Dynamics AX and Dynamics CRM; desktop and collaboration applications such as Office,...

  • 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...

  • Report Market Overview: IT Service Management Support Tools

    An Overview Of The Modern Service Desk And Other Technologies
    March 22, 2010 | Eveline Oehrlich

    The service desk market generated more than $1.3 billion in 2008 and is expected to grow at about 10%. This market segment has experienced very little innovation in the past few years. The goals of...

  • Report Case Study: Intel Uses Social Media To Transform The Customer Experience

    Best Practices In Customer Service Social Media
    September 28, 2009 | Natalie L. Petouhoff, Ph.D.

    Most people know Intel as a provider of microprocessors for large manufacturers such as Apple, Dell, and HP. However, a large proportion of Intel's business comes from an elaborate network of...

  • 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...