Richard Snow's Analyst Perspectives

SAP Launches SAP 360 Customer – New Offering but Old Mission

Posted by Richard Snow on Nov 27, 2012 9:52:46 AM

Over the last few weeks SAP has run several events for both customers and the analyst community to herald the launch of SAP 360 Customer in an attempt to regain ground in the CRM market and convince everyone that it has sorted out its cloud, mobile and collaboration strategy. One of the main user events was Sapphire NOW in Madrid earlier this month. From reports that I have seen, it seems that customers at that conference were far from convinced – and if customers are not convinced then prospects are likely to be even less convinced.

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Topics: Salesforce.com, SAP, Social Media, Customer Analytics, Customer Experience, Social CRM, Voice of the Customer, Mobile Apps, Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM)

Mplsystems Extends Beyond Contact Center in the Cloud

Posted by Richard Snow on Nov 23, 2012 11:22:44 AM

The parent company of mplSystems, Message Pad Ltd., was founded in the U.K. in 1994 and provides the infrastructure to support contact center operations. mplSystems’ main product family is intelligentContact (iContact), which is available either on premises or in the cloud. It is an interesting mix of products that covers call, email, chat, SMS, social media management and routing from a universal queue, a new social media product that routes social media posts to agents and provides the interface through which agents can respond. It offers some WFO capabilities, such as call recording, quality monitoring and workforce management, along with a new tool set that allows companies to build mobile customer service apps and a suite of reporting and analytics tools. Companies can choose to deploy as many of these applications as they require, adding more at a later date based on business demands to build a solution that meets the organization’s business requirements. mplSystems provides services to work with customers on these type of projects.

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Topics: Microsoft, Social Media, Customer Analytics, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications

Zeacom Enters the Growing Enghouse Interactive Contact Center Solution Empire

Posted by Richard Snow on Nov 19, 2012 10:55:49 AM

I recently wrote a blog post about how Enghouse Systems is expanding its portfolio of contact center vendors, and another detailing more about what capabilities its products support. I noted that its acquisition trail wasn’t over and that it was in the process of acquiring Zeacom. Although not quite evident from the Zeacom website, that deal is now done and Zeacom is part of Enghouse Interactive. This means that Enghouse Interactive now has three major contact center products, so it was good to catch up with a Zeacom executive to learn more about how Zeacom fits in with Enghouse Interactive’s overall portfolio.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Building The Collaborative Enterprise to Improve Customer Relationships

Posted by Richard Snow on Nov 16, 2012 12:17:16 PM

I have challenged some of the hype about the social enterprise because I feel “social” gives the wrong impression. For most people, social media is predominately about being social. While everyone likes to feel that going to work is partly about being social, when it comes down to it running a business is about winning customers, selling them your products or services, and providing customer service when needed. In today’s competitive markets, none of these is an easy task.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

CallMiner Introduces Real-Time Speech Analytics

Posted by Richard Snow on Nov 15, 2012 11:04:07 AM

I recently wrote how CallMiner had expanded into text analytics and had released its myEureka product, which in my opinion took the presentation of analytics to a new level. My colleagues agreed, and our firm awarded CallMiner the 2012 Ventana Research Technology Innovation Award for Customer Excellence.

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Topics: Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, Callminer, Analytics, Business Analytics, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

Vocalcom Supports Contact Center in the Cloud

Posted by Richard Snow on Nov 13, 2012 10:51:49 AM

Vocalcom is one of the up-and-coming names in the contact center market. Founded in 1995, it is headquartered in France but has a worldwide presence, with 4,500 customers and more than half a million users of its services. It may not be as well-known as other companies in the same space because many of the customers are in southern Europe, and a high percentage are outsourcers who use its services to provide contact center services based on its platform. It offers what I call multichannel contact center interaction management in the cloud – what some term “communications in the cloud.” A full contact center consists of the systems to manage multiple communication channels, systems to manage agent performance, business application such as CRM, and analytics. Vocalcom’s strength is in the former, along with integration tools that support interfaces with business applications and analytics that focus on interaction performance.

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Topics: Salesforce.com, Social Media, Customer Analytics, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Vocalcom