Richard Snow's Analyst Perspectives

Mobile Customer Service: New Generation of Interaction Technology

Posted by Richard Snow on Jun 29, 2012 11:32:21 AM

Recently a flurry of vendors have announced new products that enable companies to build mobile customer service applications that I have analyzed, including GenesysInteractive Intelligence, Jacada and NICE Systems. All are intended to respond to customer demands for self-service through mobile devices. At a recent customer engagement day, I gave a keynote address on the likely impact of mobile apps and social media on customer service, and I chaired three round-table discussions on the subject of mobile apps with senior customer service and contact center managers so I could gather their side of the story.

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Topics: Mobile, Social Media, Customer Experience Management, Social CRM, Business Collaboration, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Vendor(s)

Social Dynamx Enables Social Customer Service

Posted by Richard Snow on Jun 25, 2012 10:58:07 AM

I hear a lot of talk about  the impact of social media on customer service and the contact center. My research into customer relationship maturity shows much of this is only talk. The research shows that while many companies have rushed to create a Twitter handle and a Facebook page and put video on YouTube, most are struggling to integrate social media into their customer service or more broadly their customer engagement strategy and processes.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, 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, Social Dynamx

SAS Expands Business Relevance in Using Analytics

Posted by Richard Snow on Jun 18, 2012 12:22:12 PM

After the SAS analyst event last year, I wrote that it is hard to keep track of everything SAS has to offer because it had so many products and developments in the pipeline. Back from this year’s event, I can report that 2011 was successful, its revenue and worldwide presence are up, and SAS continues to expand its channels to market. On top of everything I saw last year even more products and developments are in the pipeline, but the theme and focus remain the same: enabling business analytics.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Speech Analytics, Voice of the Customer, Management, Business Analytics, Cloud Computing, Governance, Risk & Compliance (GRC), 360-degree view of the Customer, Business Intelligence (BI), Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Vendor(s)

Vitria Aims To Boost Adoption of Operational Intelligence

Posted by Richard Snow on Jun 8, 2012 10:02:44 AM

Ventana Research was the first analyst firm to cover operational intelligence, and a while back I wrote how the products of Vitria support proactive customer service by using event data to anticipate likely impacts of operation issues on customer service. Our research into the use of analytics shows that while more mature companies have begun to adopt OI, they are mainly early adopters. In an effort to speed up adoption, Vitria has developed what it calls operational intelligence apps and it has opened up a trial program for companies to explore how they can help improve their operations using these new applications.

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Topics: Predictive Analytics, Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Vitria, Voice of the Customer, Cloud Computing, Customer Service, Operational Intelligence, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Information Applications (IA), Text Analytics

Jacada Supports Mobile Customer Service

Posted by Richard Snow on Jun 5, 2012 9:13:58 AM

Jacada pioneered what I call a smart agent desktop when in 1990 it created the tools that allow companies to develop a desktop application that follows the process of handling a call, hides applications behind a simple-to-use interface and automates access and updating of systems. This smart agent desktop enables agents to answer calls more efficiently and effectively and to focus on the customer. The product includes tools that allow developers to map the process of handling different call types, build the user interface to match those processes, interface with applications and report on various aspects of how calls are handled.

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Topics: Predictive Analytics, Customer Analytics, Customer Experience Management, Speech Analytics, Voice of the Customer, Jacada, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics