Richard Snow's Analyst Perspectives

Subscriber Experience Impacts Recurring Revenue

Posted by Ventana Research on Nov 8, 2015 11:19:15 AM

The digital economy has changed the way many companies provide products. Some no longer deliver packaged products but provide them as services over a network, typically the Internet. Telecommunications providers in particular are familiar with this business model and have developed processes and systems that use innovations such as product bundles that include elements of fixed charges (such as cost of installation) and variable charges based on usage (such as the number of calls made) and means of registering customers on the network, collecting usage data, invoicing and collections. This model has been adopted increasingly by the software industry, replacing a single license fee and maintenance charges for on-premises products with software as a service in which users access products over the Internet and pay per user and/or for usage. Adoption of this model by other types of business has led them to think of customers as subscribers.

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Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience Management, Marketing, Operational Performance Management (OPM), Analytics, Cloud Computing, Customer Service, CRM, Customer Performance Management (CPM), Financial Performance Management (FPM), Sales Performance Management (SPM), omnichannel

Insights from Dreamforce ‘15 Exceeds Expectations

Posted by Ventana Research on Oct 17, 2015 1:11:38 AM

I recently attended my first U.S. Dreamforce, the annual salesforce.com event designed to showcase its products and services as well as those of its partners, and I was impressed. I was told that Dreamforce ‘15 would be big, and it was – just about every hotel, restaurant, meeting room in San Francisco seemed to have been taken over for the week, and still the company had to bring in a cruise ship to accommodate people and events. I was told it would be manic, and it was – more than 100,000 attendees, and buses and cabs blocking surrounding streets. I was told it would be busy, and it was – more than 600 conference sessions.  I was told it would educational, and it was – I gained many insights into new product developments, both from salesforce and several of its partners. Here are some of the key takeaways for my research practice.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience, Mobile Technology, Speech Analytics, Wearable Computing, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Customer Service, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM), Text Analytics, omnichannel

Enghouse Interactive Expands Portfolio of Contact Center Systems

Posted by Ventana Research on Mar 13, 2015 9:00:55 AM

Enghouse Interactive is one of three divisions of Enghouse Systems, a publicly traded Canadian company founded in 1984. The other two divisions provide network technology to telecommunications providers and applications for public and private transportation companies; Enghouse Interactive owns the company’s three contact center systems. The corporate group has a history of growth – it now has a market capitalization of more than US$1 billion - achieved both organically and through an aggressive acquisition policy. The same applies to Enghouse Interactive. Its three core products are built on three acquisitions – Syntellect in 2002, CosmoCom in 2011 and Zeacom in 2012. Each of these has been enhanced by a combination of in-house development and integration with other acquired products. The three products are maintained and developed independently, something Enghouse Interactive says will continue for the foreseeable future. However it is working to integrate its latest acquisitions with all three products, so each will gain new capabilities.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, omnichannel, voice of the customer (VoC), workforce optimization

Tracking the Customer Journey Is Critical for Engagement

Posted by Ventana Research on Feb 27, 2015 4:38:57 AM

Competition for customers is more intense today than ever before, and companies struggle to differentiate themselves from the competition. Our research repeatedly finds that customer experience is a key differentiator. Our research into next-generation customer engagement said the impetus for improving engagement is to improve the customer experience in almost three quarters (74%) of participants. One increasingly popular way to do this is to use customer journey maps, which show how companies plan to engage with customers: at what times, through which channels, at which touch points and with which business units or using which self-service technologies. Our benchmark research into customer relationship maturity shows that two-thirds (67%) of very customer-focused companies use customer journey maps. The top four uses are to develop more customer-focused employee training (by 78%), personalize customer experiences (76%), enhance customer experience processes (73%) and drill down on customer experience processes to the customer segment level (73%). Typically producing these maps has been a manual process, perhaps using process mapping tools; in these cases few companies were able to capture and visualize actual journeys. However, as more business units engage with customers and companies deploy multiple channels of engagement – including self-service – improving the customer experience and mapping the customer journey become more complex, and to keep up companies have to invest in processes and tools that help them automate the process of producing maps and capture data about and visualize actual customer journeys.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, ominchannel, voice of the customer (VoC), workforce optimization

Verint Advances Feedback Management to Improve Customer Experience

Posted by Ventana Research on Feb 26, 2015 2:31:05 AM

Verint entered the enterprise market for customer feedback management when it acquired Vovici in August 2011. Since then the Vovici products have been integrated into Verint’s Customer Engagement Optimization suite, which includes products originally developed by Verint and Kana, which it also acquired. The current suite supports a range of capabilities that Verint groups into three categories: customer analytics (various types of analytics and Enterprise Feedback Management), customer engagement (which is largely the Kana products that support the agent desktop, email, chat and co-browsing, knowledge and case management, and Web-based self-service) and workforce optimization (quality monitoring, workforce management, desktop and process analytics, performance management and e-learning and coaching). Having this broad array of capabilities allows Verint to support a closed-loop approach to customer feedback and connect it to the processes with which to identify issues raised through feedback and take action to improve (through process change, training and coaching, for example).

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Topics: Big Data, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Text Analytics, voice of the customer (VoC)

Cisco Provides a Portfolio of Contact Center Products

Posted by Ventana Research on Feb 17, 2015 7:13:21 PM

I recently attended a Cisco Collaboration analyst day in the U.K. and was impressed by what I heard and saw. Cisco  of course is known as a supplier of network equipment and software, and it has long provided these through a global network of partners. But Cisco also has been in the contact center market for several years and has had success with its small and enterprise contact center systems, having more than 20,000 on-premises customers and revenue in excess of US $1.5 billion. Cisco markets the contact center systems as Customer Collaboration , but the portfolio is still based on its two longstanding contact center products: Unified Contact Center Enterprise  and  Unified Contact Center Express , designed for larger and smaller centers, respectively. Two other options are  CiscoPackaged Contact Center Enterprise  and  Cisco Hosted Collaboration Solution for Contact Center (HCS-CC) . These both use the Enterprise products, but the first comes packaged and so has less options, and the second is based on cloud computing; both are easier to deploy and more affordable for a wider market than the other options.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Speech Analytics, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, Text Analytics, workforce optimization

Genesys and Workforce Optimization

Posted by Ventana Research on Jan 28, 2015 8:09:32 AM

Genesys is best known as a provider of contact center management systems and has long provided computer/telephony integration (CTI) and single-queue call routing systems. Over the past few years it has had changes of ownership and now is a stand-alone company focused on providing systems to improve the customer experience. To do this its combines contact center infrastructure systems and a suite of workforce optimization applications. We included the suite in our 2015 Workforce Optimization Value Index, which evaluates workforce optimization vendors against the requirements of companies as found in our benchmark research into next-generation workforce optimization. Genesys is rated a Warm vendor in the Value Index as a consequence of not actively participating with our process forcing us to base the evaluation on publicly available information including product documentation, presentation and briefings, which although comprehensive does not address all aspects included in the Value Index. During a recent briefing I learned more about Genesys’ software and services that I can provide more depth on some key areas of their workforce optimization offering.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, voice of the customer (VoC), workforce optimization

Research Agenda: Customer Technology for 2015

Posted by Ventana Research on Jan 23, 2015 9:49:00 AM

I recently wrote about customer experience lessons I learned during 2014 and the technologies required to deliver EPIC experiences. Both of these analyses focus on the people, processes, information and technologies required to improve the customer experience at every touch point, and these themes will also be at the heart of our customer technology research agenda for 2015.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, voice of the customer (VoC), workforce optimization

Technology Requirements for Providing an EPIC Customer Experience

Posted by Ventana Research on Jan 20, 2015 1:23:01 AM

Customer Experience was one of the subjects most talked and written about during 2014, and I expect this to continue in 2015. Many observers and analysts, including me, believe it can be the difference between companies succeeding or going out of business. Yet debate continues to define what customer experience is and how to manage it. Some think the best tools are “voice of the customer” information and systems that enable companies to track and understand customer sentiments and likely actions. Others advocate customer or interaction analytics that provide a complete view of the customer. For others it is all about social media and how it changes the customer relationship, and many diehards still insist customer relationship management (CRM) systems are the key. Indeed, as it is with CRM, ask 100 people what it is and you may get 100 different answers. I go back to basics. For me the customer experience is how customers feel and act during and after any engagement with a company. Of course, there are many ways of interacting these days, whether it is seeing an advertisement, receiving an email, talking to an agent in a call center, having a service engineer visit your house, looking for answers on a company’s website, trying to navigate through IVR menus, using the company’s mobile app or watching a YouTube video. These all impact customers’ perceptions of a company, affect their emotions and drive their reactions. In all, the customer experience is determined by the combination of how employees behave, how well processes work, how complete the information about the customer is and the impacts of diverse types of systems, all of these at any point of engagement throughout the customer life cycle.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, voice of the customer (VoC), workforce optimization

Workforce Optimization Software Vendor Ratings in Perspective

Posted by Ventana Research on Jan 14, 2015 9:47:57 AM

As with many other research topics, Ventana Research investigates workforce optimization in two ways. Our benchmark research into next-generation workforce optimization assesses how companies use workforce optimization systems now and intend to in the future, while our Workforce Optimization Value Index evaluates how well workforce optimization products and vendors match buyers’ needs.  In our newly released 2015 Workforce Optimization Value Index the top vendors are Verint and VPI, both rated Hot, followed by five other Hot vendors: NICE Systems, OnviSource, Aspect, Calabrio and Envision. The overall scores place all seven Hot vendors within four percentage points of each other, and only a further three percentage points separate the three Warm vendors – Genesys, KnoahSoft and Interactive Intelligence. The closeness of the scoring suggests that this is a mature market and in most respects vendors support much the same features.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, voice of the customer (VoC), workforce optimization