Richard Snow's Analyst Perspectives

NICE Systems and Customer Engagement Analytics

Posted by Ventana Research on Sep 4, 2014 9:12:47 AM

I recently wrote about NICE Systems’ acquisition of Causata to enhance its analytics capabilities and expand from workforce optimization into customer experience management. NICE recently released Customer Engagement Analytics, which is designed to analyze customer interaction data to help companies improve the customer experience at every touch point. NICE calls this optimizing the customer journey.

Read More

Topics: Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Business Analytics, Cloud Computing, Customer Service, 360-degree view of the Customer, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM)

Customer Analytics Research Reveals Required Capabilities for Software

Posted by Richard Snow on Mar 29, 2014 9:52:42 AM

Our recently released research into next-generation customer analytics shows that the most participants (52%) use spreadsheets as a customer analytics tool. I recently wrote that while these popular tools are adequate for some tasks, they are not suitable for analyzing large volumes and many types of customer data. So I think it is appropriate that one in four (26%) participants have adopted a dedicated customer analytics tool and a further 29 percent are planning to invest in such a tool in the next 24 months.

Read More

Topics: Social Media, Customer Analytics, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Business Analytics, Business Collaboration, Cloud Computing, 360-degree view of the Customer, Business Intelligence (BI), Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Information Applications (IA), Information Management (IM), IT Performance Management (ITPM), 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.

Read More

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)

NICE Systems Acquires Causata to Optimize Customer Analytics

Posted by Richard Snow on Aug 19, 2013 7:55:25 AM

NICE Systems is well known in the contact center market for its suite of workforce optimization products. However, over the past several months it has gradually been expanding out of the pure-play contact center market into back-office and mobile applications, as well as the broader market of customer interaction handling. My research on the contact center in the cloud shows that customer interaction processes are getting more complex as customers demand faster, more personalized responses, interactions occur through more communication channels, and more lines of business are involved with interaction handling. My recent benchmark research shows that companies are becoming increasingly reliant on analytics to monitor and assess how well they are performing these critical tasks and in what areas they need to improve.

Read More

Topics: Social Media, Customer Analytics, Customer Experience Management, NICE Systems, Speech Analytics, Voice of the Customer, Business Analytics, Cloud Computing, Customer Service, 360-degree view of the Customer, Business Intelligence (BI), Call Center, Contact Center, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

Enkata Optimizes Claims Processing

Posted by Richard Snow on Jul 20, 2013 9:44:50 AM

Enkata used to focus its products on improving agent performance in the contact center. It has gradually expanded that focus to include improving the performance of workers in the back office, an effort that has culminated in a suite of products that help companies improve processing of healthcare claims.

Read More

Topics: Customer Experience Management, Operational Performance Management (OPM), Back-office process improvement, BPM, Enkata, Business Analytics, Business Intelligence (BI), Call Center, Contact Center, Customer Performance Management (CPM), Desktop Analytics, Workforce Force Optimization

IBM Making Customer Analytics Smarter

Posted by Richard Snow on May 10, 2013 11:33:44 AM

When it comes to today’s customers, companies have to be smart if they are going to anticipate and meet new customer expectations. These days IBM talks about doing most things in “smart” ways. Recently I was briefed on IBM’s Smart Customer Analytics, but it took me quite a while to find information about it on the company’s not-so-smart website. Surprisingly since business analytics is so important to IBM current and ongoing investments and is the top ranked technology innovation priority in 39 percent of organizations according to our benchmark research.

Read More

Topics: Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Voice of the Customer, Business Analytics, Cloud Computing, Customer Service, IBM, 360-degree view of the Customer, Business Intelligence (BI), Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Information Applications (IA), Information Management (IM), Sales Performance Management (SPM), Text Analytics

Companies Need Smarter Agent Performance Management

Posted by Richard Snow on Apr 17, 2013 9:05:04 AM

I read a lot these days about how companies should pay more attention to contact center agent or customer service representative satisfaction, as it can have an impact on customer experience and meeting key customer-related metrics. This is a far cry from the “good old days” when agents were often locked away in a dark, dismal place and told to answer as many calls as possible. My research into the agent desktop shows that many companies have indeed latched onto these new priorities, and the two top first ranked goals (19%) with respect to agents is to increase agent retention and thus keep the skills they have to handle customer interactions, and to improve agent satisfaction, which in itself helps ensure more agents stick with their roles longer.

Read More

Topics: Customer Experience Management, Operational Performance Management (OPM), Social CRM, Business Analytics, Cloud Computing, Customer Service, Agent Performance Management, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Workforce Force Optimization

Callminer Expands Into Text and Social Analytics

Posted by Richard Snow on Jul 12, 2012 9:10:46 AM

Callminer is best known as a vendor of speech analytics software. Along with its own suite, its products also are embedded in those of several other vendors to provide speech analysis. During a recent briefing, I learned that the company has not only expanded into text and social analytics but also that its latest release includes more features and a friendlier user interface, two requirements that my research shows are essential in persuading companies to more widely adopt analytics for customer-facing processes.

Read More

Topics: Social Media, Customer Analytics, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, Callminer, Business Analytics, Business Collaboration, Cloud Computing, Customer Service, 360-degree view of the Customer, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics

SAS Expands Business Relevance in Using Analytics

Posted by Richard Snow on Jun 18, 2012 12:22:12 PM

After the SAS analyst event last year, I wrote that it is hard to keep track of everything SAS has to offer because it had so many products and developments in the pipeline. Back from this year’s event, I can report that 2011 was successful, its revenue and worldwide presence are up, and SAS continues to expand its channels to market. On top of everything I saw last year even more products and developments are in the pipeline, but the theme and focus remain the same: enabling business analytics.

Read More

Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Speech Analytics, Voice of the Customer, Management, Business Analytics, Cloud Computing, Governance, Risk & Compliance (GRC), 360-degree view of the Customer, Business Intelligence (BI), Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Vendor(s)

Echopass Demonstrates Value of Contact Center in the Cloud

Posted by Richard Snow on May 31, 2012 11:09:27 AM

Our benchmark research into the contact center in the cloud shows that almost all companies now support multiple communication channels to engage with customers. Most of them also involve multiple business units in handling inbound and outbound interactions. More companies now support at-home agents, and contact centers are becoming more distributed. These scenarios are a good fit for cloud-based systems, and the research finds that the top three ways organizations said they can meet these challenges, and thus improve the way interactions are handled, are to improve training and coaching, adopt applications in the cloud and adopt communications in the cloud. It also shows that organizations have high expectations of cloud-based systems, expecting them to require less capital expenditure, facilitate innovation in interaction handling, lessen demand on in-house resources, including IT and better support home-based agents.

Read More

Topics: Predictive Analytics, Customer Analytics, Customer Experience Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Echopass, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Information Applications (IA), Sales Performance Management (SPM), Text Analytics, Unified Communications, Workforce Performance Management (WPM)