Richard Snow's Analyst Perspectives

Interactive Intelligence Advances Cloud-Based Contact Center

Posted by Richard Snow on Sep 30, 2011 1:46:08 AM

Interactive Intelligence recently released version 4.0 of its Customer Interaction Center (CIC). CIC provides companies with integrated communications and contact center functions that can be deployed on-premises, in the cloud or in a hybrid environment divided between them. 

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Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management

Verint Will Acquire GMT To Extend Workforce Management

Posted by Richard Snow on Sep 29, 2011 1:03:41 PM

Recently Verint announced its intent to acquire GMT, a provider of workforce management products. My initial reaction was that Verint was primarily interested in acquiring GMT’s customer base to extend its already large share of the workforce management market. In a briefing Verint confirmed this but said there are other reasons behind its move as well.

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Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM), Verint

NICE Acquires Fizzback for Customer Feedback Analytics

Posted by Richard Snow on Sep 29, 2011 12:25:50 PM

NICE Systems has agreed to acquire Fizzback, a specialist vendor of customer feedback management software. On first read this appears to be another acquisition to gain market share, as NICE already provides a customer feedback tool; however,  Fizzback’s customer base is much smaller than NICE’s, so this looks unlikely. Representatives of NICE explained to me that the acquisition is part of its long-term strategy to enhance its customer feedback management capabilities and to build a stronger voice of the customer.

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Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, NICE, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

Salesforce.com Presents the Social Enterprise

Posted by Richard Snow on Sep 23, 2011 10:08:34 AM

As he opened last week’s Cloudforce 2011 conference in London, Salesforce.com CEO Marc Benioff declared that companies “must become social or die.” He reiterated the message in answer to a direct question I put to him during lunch with the media and analysts. I have heard several of his keynotes, and reviewed my colleague analysis from recent Dreamforce conference in San Francisco. and this one had a distinct change of emphasis. Benioff seems to feel that the cloud argument has been won, his big CRM competitors have been overcome and it is time to focus on helping companies grasp the changed business environment they now exist in. Dare I say it, there was even a hint that the answer is software – specifically, software to enable what Salesforce calls the social enterprise.

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Topics: Predictive Analytics, Salesforce.com, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

Merced Customers Apply Analytics and Metrics To Improve Agent Performance

Posted by Richard Snow on Sep 20, 2011 11:01:55 AM

Ventana Research’s benchmark research into agent performance management shows that most companies recognize the vital role contact center agents play in creating good customer experiences and thus good business outcomes. The research also shows that only the most mature companies have put in place processes and metrics that encourage behaviors that deliver such business outcomes. Furthermore, the research shows that companies are held back from adopting more customer-related metrics because they don’t have performance management tools that can help them create such metrics; instead most rely heavily on spreadsheets. Thus I was encouraged to hear during a recent roundtable discussion sponsored by Merced Systems from two customers that have used the Merced Performance Suite to institute a more rigorous, metrics-driven approach to improving agent performance.  

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Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Merced Systems, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

For Dovetail CRM Means Customer Service

Posted by Richard Snow on Sep 6, 2011 10:17:29 AM

LinkedIn’s CRM experts group is hosting an active discussion about what are the top three CRM systems. Along with the blatant promotion of certain well-known products, you can’t fail to notice that the term means different things to people, and that systems gathered under this acronym may cover a range of capabilities. A closer examination of the discussion shows that a majority of discussion participants associate CRM with sales force automation, fewer with customer service and the fewest with marketing. Dovetail Software belongs in the second group, positioning itself as specializing in “support and service software.” 

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Dovetail, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM)

Salesforce.com and the Big Picture from Dreamforce

Posted by Richard Snow on Sep 2, 2011 12:53:56 PM

Even here in the U.K., we are well aware that Salesforce.com’s annual event Dreamforce is happening this week in San Francisco. Unfortunately I couldn’t be there, but a contingent of the Ventana Research team is there, and from what they are telling me it is quite a show. I have written before that Salesforce has the best marketing machine in the world, let alone the software industry, and it seems to have topped previous events. The company undoubtedly has changed the way many companies think about software, forced many vendors to change their delivery models and is impacting the way consumers think about communicating and running their lives. But let me make a few long-range observations.

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Topics: Predictive Analytics, Salesforce.com, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, social enterprise, Speech Analytics, Voice of the Customer, Cloud Computing, Customer Service, Uncategorized, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management