In 2021 Forrester recommends the following call center technologies to invest in that create high business value. What would you prioritize first?

Conversational AI33%

Digital Adoption Platforms (DAPs)23%

Field Service13%

Interaction Analytics10%


Proactive Outbound2%

Robotic Process Automation (RPA)9%

Other/Comment Below1%

No vote - I just want to see the results.4%


762 views3 Upvotes1 Comment

Director of Technology Strategy in Services (non-Government), 2 - 10 employees
Other: Voice of customer monitoring. This will give the most obvious view of what pain points should be resolved.

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