Richard Snow's Analyst Perspectives

Expo Shows Maturity of Unified Communications

Posted by Richard Snow on Mar 14, 2012 11:56:04 AM

Like many other observers with a business perspective, I have been skeptical of unified communications, but a day I spent at the recent Unified Communications Expo 2012 went a long way to convincing me that unified communications has entered the mainstream. At this point I think organizations should consider it as a viable option to improve the efficiency of their communications systems, the ability to collaborate internally and with customers, and the effectiveness of their multimedia contact centers. 

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Topics: Microsoft, 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, Aastra, AT&T, Avaya, Dell, NEC, Business Mobility, Cloud Computing, Customer Service, IBM, 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), Alcatel-Lucent, Aspect, Nokia, Vocalcom and Zeacom

Research Reveals Challenge of Building Customer Relationships

Posted by Richard Snow on Mar 13, 2012 2:51:39 AM

Businesses have long struggled to build ongoing, profitable relationships with their customers.  Our new benchmark research into customer relationship maturity shows that this is not getting easier. 

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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, 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)

Customer Engagement Day Highlights Issues for Companies

Posted by Richard Snow on Mar 9, 2012 10:45:03 AM

My namesake Jon Snow is chairman of the Directors Club (GB & NI), an association for professionals who focus on dealing with customers.Recently he organized the first of a series of customer engagement days designed to bring together senior representatives of U.K. companies to listen to a few presentations about hot issues in engaging with customers and more importantly to share experiences and concerns about key customer engagement issues in roundtable discussions, such as “the rise of the social enterprise,” “listening to the voice of the customer” and “mobile customers require a mobile strategy.” In addition to presenting a keynote on the state of social media in customer service, I chaired a discussion on “perfecting multichannel customer engagement in the contact center.”

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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, 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)

Cicero’s Desktop Helps Users Work Smarter

Posted by Richard Snow on Mar 8, 2012 9:54:39 AM

Cicero provides what I call a smart desktop product. The software allows users to hide multiple applications behind an easy-to-use interface and build rules to complete tasks more efficiently and effectively, for example, specifying  what field to complete next or the next question to ask a caller. It enhances customer experience management by enabling users to focus on the customers rather than on how to access the various systems, data and information needed to resolve interactions. 

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Voice of the Customer, Cicero, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Workforce Performance Management (WPM)