Richard Snow's Analyst Perspectives

Upstream Works Delivers Omnichannel Experience for Customers

Posted by Ventana Research on Aug 23, 2016 7:30:24 AM

Since I last wrote about Upstream Works it has expanded its focus on contact center agent efficiency and effectiveness to include omnichannel customer experience. Each of its core products has undergone a number of developments. Its main product now is Upstream Works for Finesse, which it classifies as a smart agent desktop. This is a desktop application that enables users of contact center systems to access the information and systems they need to resolve interactions, as well as prompting the user with next best steps to complete the interaction efficiently and effectively. Upstream Works has a close working agreement with Cisco so the product is only available for users of the Cisco Finesse product.

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Topics: Call Center, Contact Center, Customer Experience M, Business Analytics, Customer Performance Management (CPM)

Cloud-Based Contact Center Systems Embrace Analytics and Communications

Posted by Ventana Research on Aug 4, 2016 9:32:03 AM

I recently wrote that companies are struggling to provide omnichannel customer experiences and digital customer service is now seen as a business differentiator. To address these issues, organizations need to  change how they use people and processes, and deploy innovative technologies that can support new initiatives. To provide an enterprise-wide solution, contact center systems fall into four categories: communications, business applications, analytics and self-service. Our benchmark research into next-generation contact center systems in the cloud shows which types of systems companies have deployed, which they plan to deploy in the next 24 months and whether they prefer them to be on-premises or cloud-based.

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Topics: Social Media, Mobile Technology, Call Center, Contact Center, Customer Experience M, Cloud Computing, Uncategorized, Customer Performance Management (CPM)