Richard Snow's Analyst Perspectives

SAS Furthers Cloud Computing for Business

Posted by Richard Snow on Aug 30, 2012 11:56:14 AM

After this summer’s SAS European analyst event, I wrote that I came away less than convinced SAS was truly committed to the cloud, based largely on the fact that most other vendors are blowing their cloud trumpets much louder than SAS. It seemed developments in and around customer intelligence and its other products were higher priority to the company than its cloud strategy. However, after a recent update, I was left with no doubt that the cloud is important to SAS and that the company has a well–thought-through strategy based around two services that Ventana Research touched on earlier this year.

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Topics: SAS, Customer Analytics, Customer Data Management, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Business Analytics, Cloud Computing, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

Interactive Intelligence Embraces Business Process Management

Posted by Richard Snow on Aug 22, 2012 11:11:43 AM

The product page for Interactive Intelligence highlights what the company is best known for – IP-based business communications. This image is further strengthened by its flagship Customer Interaction Center platform, which offers organizations a fully featured multimedia contact center in the cloud. This offering includes multimedia communications in the cloud along with many of the capabilities that Ventana Research terms agent performance management. However, the company also offers a third set of products, which support business process automation. On first examination these seem somewhat tangential to the other products, but my research into customer relationship maturity shows the product sets are likely to converge more and more as organizations address the challenges of providing customers with excellent experiences.

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Topics: Customer Analytics, Customer Experience Management, Customer Feedback Management, 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, Customer Performance Management (CPM), Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Force Optimization

The Collaborative Enterprise to Support Customer Interactions

Posted by Richard Snow on Aug 16, 2012 10:05:26 AM

I’ve challenged a lot of the hype about the social enterprise, because I feel “social” gives the wrong impression. For most people, social media is predominately about socializing. While everyone likes to feel that going to work is partly about interacting with friends, when it comes down to it running a business is about winning customers, selling them your products and services, and providing customer service when needed. In today’s competitive markets, none of these are easy tasks. As I look across four of our benchmark research areas: customer information managementcustomer experience managementcustomer feedback management and customer relationship maturity, I have come to several conclusions:

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Topics: 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 Collaboration, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization

Calabrio Provides Integrated Workforce Optimization

Posted by Richard Snow on Aug 8, 2012 11:04:19 AM

Calabrio offers a suite of workforce optimization (WFO) products used in call centers that includes call recording, quality recording, workforce management and performance management, and it also offers a purpose-built speech analytics product. From a briefing and demonstration, I confirmed that the core WFO products support the capabilities that our research shows companies expect of these products. Ventana Research defines agent performance management (APM) as WFO plus capture of all forms of customer interaction, agent training and coaching and agent compensation management, as well as all forms of contact center-related analytics such as text, voice and desktop. The recent Ventana Research APM Value Index shows that this market is highly competitive, as all the top five vendors scored within one percentage point of each other.

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Topics: Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Calabrio, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Workforce Force Optimization

Salesforce.com Advances Customer Interaction

Posted by Richard Snow on Aug 2, 2012 10:53:08 AM

Since it was founded in 1999, salesforce.com has been driving other vendors and end-user organizations to rethink how they supply and purchase software. The company has grown from being a supplier of CRM in the cloud to a vendor with diverse offerings that include a development platform, an app exchange, platforms that support marketing, sales and customer service, knowledge management, desktop technology, collaboration, website development, social media support and analytics. Along the way it has also become a powerful marketing machine – which sometimes gets in the way of understanding just what its products do and don’t do, and where they all fit. This obfuscation also extends to its extensive range of partners, where again it is sometimes hard to know who it deals with and how.

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Topics: Salesforce.com, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, LiveOps, NewVoicemedia, Business Collaboration, Cloud Computing, Customer Service, 360-degree view of the Customer, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Interactive Intelligence, Text Analytics, Vocalcom