Richard Snow's Analyst Perspectives

Transera Uses Big Data for Customer Engagement Analytics

Posted by Richard Snow on Feb 22, 2013 9:46:21 AM

Transera is an established contact center in the cloud vendor with in-depth interaction routing capabilities. During a recent briefing I learned that it has now supplemented these capabilities by launching a new product that it calls Adaptive Customer Engagement. Although it’s not entirely obvious from the name, the product uses big data analytics to analyze past customer interactions, profile customers, then use these insights to optimize current and future customer-facing activities such as handling a live customer interaction, planning a marketing campaign or focusing agent training and coaching. The objective is to proactively influence these activities so the outcomes are better both from the customer’s and company’s perspectives.

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Topics: Customer Analytics, Customer Experience, Speech Analytics, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Transera

Cisco Advances Customer Interactions and Collaboration in Contact Center

Posted by Richard Snow on Feb 21, 2013 10:07:51 AM

Cisco is without doubt best known as a supplier of networking systems. Its products have been used by companies large and small to build local and wide area networks. It has played in the contact center space as a provider of network and call management systems that sit between public networks and contact center agents to manage the delivery of interactions to the right extensions and provide agents with softphones so they can manage inbound and outbound calls. These systems were designed to operate in a multi-supplier environment so companies could build contact centers that made use of existing ACD and PBX systems. Cisco’s go-to-market strategy has been primarily indirect, and it has therefore built up a vast ecosystems of partners that sell, deliver and support its systems.

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Topics: Social Media, Customer Experience, Operational Performance Management (OPM), Logitech, Mobile Apps, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM), Unified Communications, Upstream Works, Social, Workforce Force Optimization

LiveOps Improves the Agent Experience

Posted by Richard Snow on Feb 13, 2013 10:26:30 AM

My recent research into the contact center in the cloud shows the typical agent’s life is not an easy one. Agents are expected to handle more types of interactions that arrive through more communication channels as found in our research with inbound, email and outbound in use by more than 74 percent of organizations, meet an increasing number of performance metrics, and leave each caller feeling happy with the interaction. And they have to do this with a desktop that my research shows can only be described as “a mess.” It typically has on it multiple business applications (such as CRM, ERP and knowledge management), multiple systems to access communication channels (phone, email, IM, social media), message boards and performance dashboards.

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Topics: Social Media, Customer Experience, Operational Performance Management (OPM), Social CRM, LiveOps, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM), Workforce Force Optimization

Subscription Billing Model Can Maximize Customer Value

Posted by Richard Snow on Feb 7, 2013 7:12:45 AM

You would think that all organizations would want to maximize the value of every customer relationship, but my research over the last couple of years suggests otherwise. Three particular insights stick in my mind. My research into customer analytics shows that overall customer lifetime value ranked only sixth most important customer-related metric, compared to the highest-ranked, customer service costs, which was selected by 54 percent of respondents versus 31 percent for customer lifetime value. Executives had it second highest-ranked, but as you move down the organization it falls off in importance. This lack of focus is also reflected in my research into customer relationship maturity, where customer value was again ranked only the sixth most important customer-related metric, this time behind the top-ranked metric of overall revenue (62% versus 25%).

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Topics: Customer Experience, Office of Finance, Operational Performance Management (OPM), Voice of the Customer, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM)

Intradiem Takes Customer Agent Task Management to Next Level

Posted by Richard Snow on Feb 5, 2013 8:52:29 AM

Intradiem is a vendor that not many people have heard about, for the simple reason that it is actually Knowlagent, which recently announced a complete rebranding. The company says the new brand better reflects its product and service capabilities. Knowlagent was all about allowing companies to automatically manage how agents utilize their time in those often very short periods when they are not answering calls or carrying out other fixed tasks, such as taking a training course. The latest release of its product, Intradiem 9.0, enhances those capabilities, so even under the new brand, the company will continue to help companies optimize agent utilization.

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Topics: Customer Experience, Operational Performance Management (OPM), Social CRM, Intradiem, Analytics, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM)

OnviSource Joins-Up Customer-Related Processes

Posted by Richard Snow on Feb 1, 2013 9:07:28 AM

OnviSource is best known for its OnviCenter Product Suite, which includes what is commonly referred to as workforce optimization (recording, quality, monitoring, workforce management, analytics) plus a telephony platform that includes a soft, IP-based PBX, IVR and call routing. It is available on-premises or through the company’s cloud-based option, OnviCloud. Recently OnviSource added a further option, OnviLink, and announced enhancements to OnviTel, its telephony platform.

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Topics: Customer Analytics, Customer Experience, Operational Performance Management (OPM), Speech Analytics, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, OnviSource, Workforce Force Optimization

NewVoiceMedia Expands Globally to Advance Contact Center in the Cloud

Posted by Richard Snow on Feb 1, 2013 6:48:05 AM

NewVoiceMedia recently announced it has raised $20 million of investment funds to aid its expansion overseas, including offices in North America. The company was founded in the UK in 2000 and originally offered telephony and call management in the cloud. It now has a close partnership with Salesforce.com, which has allowed it to expand into a multichannel contact center in the cloud. During the last 12 years it has achieved considerable success, both financially and in acquiring prestigious clients, mostly in the UK. Old instincts die hard, and even though the company’s services and support are accessible anywhere, potential customers still like to see support available in their country. This latest round of funding will allow NewVoiceMedia to make a serious attack on the American market.

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Topics: Salesforce.com, Social Media, Customer Analytics, Customer Experience, Social CRM, Mobile Apps, NewVoicemedia, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM)