Forrester Research

Leveraging the Cloud for Customer Service Innovation

Diagram -  Information Driven Contact Center

The last few years have seen a dramatic change in work processes, driven by the need to provide access to business enterprise systems and data in an agile remote environment. This has created an acceleration of cloud computing and SaaS deployments, including Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). However, remote work is only one reason to deploy services in the cloud. Cloud deployments create an opportunity to rework business processes and provide personalized customer experiences (CX) and empowered, fulfilling employee experiences (EX).  

Forrester: Global IT Pushed to $2.06 Trillion in 2013

Global IT will reach $2.06 trillion this year, according to Forrester Research; this is due to software and applications driving growth.

It is estimated that there will be an increase of 2.3 percent in government and tech spending, and this is similar to Gartner's findings which show a 2 percent increase in the worldwide growth forecast. The findings from Gartner earlier this month show a $3.7 trillion prediction dollar-wise, which is much higher than Forrester's $2.06 trillion.