Forrester

speed India?s transition from a low- cost IT service provider...services sector, in Mumbai, India. A whole conference track was dedicated...Many of the panel discussions, as well as our personal interactions with C...execs at Indian firms, unveiled a growing sense of urgency in

But looking at data from a year ago, Forrester has reason...SOA Penetration: Generally Broad With A Few Variations Finance And Insurance...##% Forrester defines SOA penetration as the combined proportion of companies...use SOA, SOA penetration showed a sizable increase. As was the case in ####

quality monitoring software. It?s a concise starting point to assist...voice and screens concurrently during a customer?s telephone interaction, as well as record transactions on multimedia communications...on multimedia communications channels such as Web cobrowsing. Companies first began...Witness Systems, which recently announced a merger, and NICE Systems. #

workforce management tools. It?s a concise starting point to assist...in an effort to offer a more collaborative solution that captures...## years, Forrester has been a thought leader and trusted advisor...Systems and Witness Systems announced a definitive agreement under which Verint

higher customer satisfaction and fosters a higher transaction completion rate than...improving customer service and delivering a positive return on investment (ROI...SHORT Forrester?s surveys reveal a strong disconnect between the number...the application. ? Blocked access to a human for help. Many companies

service platform market. It?s a concise starting point to assist...IVR and speech platforms such as Voxify and TuVox. ? IVR and...transactions. Automating customer support is a major goal for organizations that...## years, Forrester has been a thought leader and trusted advisor

and cross-sell. Targe T a udience Customer experience professional europeans...users what they think of a range of secure and public...online bankers rate these features as ?good? or ?excellent.? ?\## ? \##...to use. But more than a third of Net users give

changes before the ADA becomes a costly regulatory matter, and there...February #, ####, lawyers filed a suit on behalf of the...the NFB of California, and a blind UC Berkeley student against...sight-impaired users by requiring a mouse to complete online transactions

Quickly: The CIO must become a teacher. Throughout my career, I...now refer to information technology as business technology or BT; see...IT To B T [#####]) as an important underpinning of company...of company operations, but not as a critical strategic tool. Added to

efforts to enterprise initiatives such as service-oriented architecture (SOA) projects...concerns. Early adopters have reached a growing consensus that MDM transcends...governance skills, and synchronization with a wealth of information management projects...the vendor market heats up as MDM players strive to deliver

SUMMARY Symantec has snatched up a number of companies during the...Symantec is acquiring Altiris, known as a pioneer in software management, configuration...professional SYMANTEC BUYS ALTIRIS ? OVERALL, A MOVE THAT WILL BENEFIT CUSTOMERS...In January ####, Symantec signed a definite agreement to acquire Altiris

with both of these terms? A.G. Edwards, community banks, credit...their financial providers, we took a closer look at two characteristics...average to describe their bank as helpful, all of the large...comes to describing investment firms as both honest and helpful, Senior

approval of its application for a federal savings bank charter. The...CDHP LEADERS AND BETS ON A HOT HSA MARKET On February...is entering the market at a time when demand for better...by Carlton Doty with Carrie A. Johnson and Brian Tesch Quick

SUMMARY This Data Overview is a graphical analysis of the Business...The Rise IT Growth In A Challenging Environment IT Remains Focused...Budgets And Spending Survey highlight a healthy IT environment within an...deploying IT solutions that have a measurable impact on the business

IT. The adoption of workflow, a common but little-used feature...IF DONE POORLY, WORKFLOW BACKFIRES AS A WAY TO IMPROVE DEPLOYMENTS Since...users in content authoring processes. A few of these teams have...teams have gone so far as to make decisions on future

who check in only at a staffed position. Customer service and...Seek To Grow Revenue As They Reduce Costs Supplemental Material...Sarah Rotman Epps with Carrie A. Johnson and Brian Tesch #...LOWER-COST CHANNELS Airlines have a strong incentive to shift passenger

project to failed project include a lack of business ownership, IT...effect on strategic initiatives such as product development, operational workflow, or...The Show WCM must be a business-driven project. # IT...who drive these initiatives from a technology perspective may have difficulty

user interview data EXECUTIVE SUMMARY As chief marketers reinvent their organizations...agency power by turning to a portfolio of players in search...in search of specialized expertise. As marketers select new agency partners...They Play Agencies Still Wield A Lot Of Influence? But Media