Contact Center Solutions Industry News

[November 17, 2004]

Forrester Research Identifies Major Technology Trends For 2005; Technology Outlook For Various Industries Highlighted In A Collection Of More Than 60 Reports

CAMBRIDGE, Mass. --(Business Wire)-- Nov. 17, 2004 -- Forrester Research, Inc.'s (Nasdaq: FORR) annual collection of trend reports highlights growth opportunities and hurdles in a number of industries and technology disciplines, including: application development, automotive, consumer devices, content management, customer experience, enterprise applications, financial services, healthcare, IT infrastructure, IT outsourcing, IT spending, online retail, security, telecom, and travel.

"Attracting and retaining customers, whether they are consumers or enterprises, has become increasingly difficult in a fragmented, self-service marketplace," said Christopher Mines, Senior Vice President, Forrester Research. "Our 2005 trends identify how to maximize customer growth via IT investments in areas like enterprise mobility, IP telephony, and supply chain management."

As businesses put more emphasis on customer acquisition and retention efforts, deployments of phone self-service systems and increasingly customized self-service kiosks will be a priority in the coming year. Increased adoption rates for IP telephony will be the bright spot in the enterprise communications market, while Sarbanes-Oxley will continue to be a major driver of financial management technology well into 2005.

Consumer packaged goods companies will balance flat industry growth and technology investments necessary to meet retail and regulatory mandates, and online retailers will make cautious technology investments focused on initiatives that drive differentiation and consumer loyalty.

The research mentioned in this release can be found at www.forrrester.com and is available to Forrester WholeView 2(TM) clients.

Media:

For a full list of Forrester's 2005 trend reports, to request a copy of any of the trend reports, or to set up an interview with an appropriate analyst, please contact:

Erica Cantwell

Manager, Public Relations

Forrester Research, Inc.

+ 1 617/613-5713

ecantwell@forrester.com

About Forrester Research

Forrester is an independent technology research company that provides pragmatic and forward-thinking advice about technology's impact on business. Business, marketing, and IT professionals worldwide collaborate with Forrester to align their technology investments with their business goals. Forrester offers products and services in four major areas: Research, Data, Consulting, and Community. Established in 1983, Forrester is headquartered in Cambridge, Mass. For additional information, visit www.forrester.com.

(C) 2004, Forrester Research, Inc. All rights reserved.

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