The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021

OverIT has been included in The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021, authored by Kate Leggett, Ian Jacobs, Art Schoeller, and Vasupradha Srinivasan on January 19th 2021.

This report presents an analysis of the maturity and business value of the 20 technology categories that support customer service, which is increasingly critical to firms’ ability to win, serve, and retain their customers.

One of these twenty technology categories is Field Service. Says the report, “Enterprises use field service technologies to empower service technicians with the full view of the customer and their assets. In addition, enterprises can collect data from connected devices to monitor product performance and preemptively intervene to minimize downtime. […] Constant monitoring of connected equipment also helps transform companies from product based to service based, driving new revenue streams through increased levels of service”.

Forrester reports like this technology category as a high business value and it’s one of those on which it is worth investing. OverIT is really proud of being part of this analysis, which we believe is thanks to Geocall and SPACE1 products’ features.

Geocall covers end-to-end service, providing 360° support to over 100,000 FSM users. Leveraging cutting-edge technologies, such as Artificial Intelligence, our know-how and experience gained in several business fields, Geocall handles both functional and process coverage, helping our clients to increase productivity and efficiency of FSM operations, while drastically reducing project deployment and ROI times.

By combining Augmented Reality, Artificial Intelligence and Knowledge Management features, SPACE1 empowers frontline workers with a fully collaborative environment to troubleshoot, assess, train, and rapidly resolve tasks, in safety conditions. Moreover, it gives the ability to overcome distance barriers, allowing workers to collaborate safely across and within field environments, including those where bandwidth and network connectivity are most challenged.

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Report is available to Forrester subscribers or for purchase.

OverIT is committed to being an innovative player in the Field Service Management industry. We’re proud to be mentioned in the world’s leading IT research and advisory companies’ reports.

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