Richard Snow's Analyst Perspectives

Nexidia Advances Customer Interaction Analytics

Posted by Richard Snow on Sep 26, 2013 10:16:32 AM

Nexidia is best known as a vendor of speech analytics. It was one of the first in this market, and a key differentiator is that its product uses phonetics to identify words and phrases embedded in recordings of phone calls. This capability has the advantage over standard word and phrase spotting because users don’t have to create a dictionary of words they want to spot. Thus the software can analyze calls and identify their content without users having to predetermine what it should look for. The system can also index recordings based on the results of this analysis so that users can search back through the recordings to carry out more detailed analysis of calls they are interested in. Over the past few years Nexidia has advanced its product, now called Nexidia Interaction Analytics, to include other forms of text-based interactions such as text messages, chat scripts and social media posts. In addition to speech and text, it can include other customer and agent information to provide a full picture of interactions.

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

ResponseTek Goes Mobile for Customer Insight

Posted by Richard Snow on Sep 21, 2013 8:30:10 AM

ResponseTek is a well-established player in the marketing and customer feedback markets. It has four products that cover market research, customer feedback, knowledge management and media monitoring,  that enable companies to capture comments made on public sites, typically social media-based. Its customer feedback products support creation, collection and analysis of feedback through multiple channels, as I have noted, including mobile devices. ResponseTek has now taken its support for mobile one step further with the recent announcement of a mobile app.

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Topics: Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Self-service, Analytics, Business Analytics, Cloud Computing, Customer Service, Business Intelligence (BI), Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Text Analytics, voice of the customer (VoC)

The Real Truth on Agent Performance and Workforce Optimization

Posted by Richard Snow on Sep 19, 2013 9:05:52 AM

Ventana Research believes that in today’s highly competitive markets the most important factor is the customer experience, or to be more precise, the way agents handle customer interactions and their outcomes from the perspectives of both customers and businesses. Our research on the contact center in the cloud shows that to reach customers organizations are deploying channels of interaction beyond the telephone, such as Web-based chat and self-service, mobile text messaging and social media, and that they increasingly use employees based outside the traditional contact center to handle interactions. Only organizations that handle all these kinds of interactions consistently and with high quality are likely to meet customers’ expectations, deliver satisfying experiences and thereby generate customer loyalty and repeat business.

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Topics: Big Data, Customer Experience Management, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), workforce optimization

CallCopy Brings Insights to Agent Performance through Analytics

Posted by Richard Snow on Sep 17, 2013 9:09:04 AM

In my last review of CallCopy I wrote that it was moving further from its origin as a call recording vendor by expanding its product range to include workflow optimization applications such as quality monitoring, workforce management, coaching, agent-related analytics, customer satisfaction survey management and capture of non-voice interactions. During a recent briefing I learned that CallCopy is continuing this transformation with Insight, its contact center performance management product. The offering focuses on improving agent performance with enhanced analytics capabilities that enable business insights that can be used to drive process change.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Speech Analytics, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, workforce optimization

Enkata Launches Action Center for Optimizing Employee Performance

Posted by Richard Snow on Sep 9, 2013 9:43:08 AM

Enkata, as I wrote not long ago is continuing to expand the range and capabilities of its products for optimizing employee actions while maintaining a firm foothold in analytics for the contact center and agents. Its latest release, Action Center, maintains this position with a focus on improving employee performance.

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Topics: Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Speech Analytics, Enkata, Business Analytics, Cloud Computing, Customer Service, 360-degree view of the Customer, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

Corvisa Cloud Provides Communications Management in the Cloud

Posted by Richard Snow on Sep 5, 2013 9:13:33 AM

Our benchmark research on the contact center in the cloud shows that today organizations have to support more channels of interaction with their customers in order to provide superior customer service. This places pressure on companies to find systems that provide integrated management of communications channels at affordable prices, are easily managed and accessible with the skills their employees have, and above all meet the needs of the business.

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Topics: Salesforce.com, Customer Analytics, Customer Experience Management, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Corvisa Cloud