Richard Snow's Analyst Perspectives

Pitney Bowes Doubles Down on Customer Engagement

Posted by Ventana Research on Aug 20, 2015 7:55:48 AM

From its history of managing postal mail, Pitney Bowes has expanded into products for data management, analytics and location intelligence, as my colleague Mark Smith noted. Continuing this expansion through internal development and acquisitions of vendors such as Portrait Software and RTC, it has added to its portfolio products that include customer information management and customer engagement.

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Topics: Business Analytics, Business Collaboration, Cloud Computing, Call Center, Customer Performance Management (CPM)

Interactive Intelligence and Omnichannel Customer Engagement

Posted by Ventana Research on Aug 14, 2015 8:33:47 AM

At the end of last year, I wrote about Interactive Intelligence’s release of a new service, PureCloud. It was the company’s first step into the multitenant cloud computing market, using Amazon Web Services and aimed at small-to-midsize contact centers. To help companies understand the different cloud-computing models, I provided answers to Interactive Intelligence questions on the advancements of these approaches for business.

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Topics: Cloud Computing, Call Center, Customer Performance Management (CPM)