Richard Snow's Analyst Perspectives

USAN Integrates Management of Contact Centers and Communication Channels

Posted by Richard Snow on Jan 22, 2017 6:53:24 AM

Over the last few years the telecommunications and call center industries have undergone radical changes. Telecommunications was mainly in the hands of national and regional telecom companies, which essentially owned all the cables in the ground. The call center market was dominated by a small number of vendors that provided on-premises systems to manage and route calls when they arrived at a company’s offices. The telecom model was in effect the first cloud-based service, though almost no one stopped to think about how a call made on one device arrived at another. The arrival of the internet and wireless technologies and the telecom companies’ willingness to lease capacity on their lines changed both models. Now almost any company can provide communication services, and the majority of contact center systems are cloud-based. In this evolution some organizations that previously were hidden behind the telecoms have emerged as suppliers of communications and contact center services.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, cloud computing, Employee engagement, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, omnichannel, workforce optimization, analytics

CallMiner Advances Customer Engagement Analytics

Posted by Richard Snow on Jan 2, 2017 11:40:54 PM

Our benchmark research into the next-generation contact center in the cloud confirms what most people intuitively know – that consumers now engage with each other and organizations through more communication channels than a few years ago and that many of these are speech- and text-based. Companies are therefore generating large volumes of voice recordings and textual records. They contain vital information about what customers feel about issues connected to their dealings with the organization – marketing messages the sales process, product and service quality, and employee behavior, among others. The challenge for organizations is to extract insights from these unstructured records and take action to benefit the business based on those insights. When it was founded in 2002, CallMiner set out to support organizations in that quest, and in 2012 it won a Ventana Research Technology Innovation awards.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, cloud computing, Employee engagement, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, omnichannel, workforce optimization, analytics

Zuora Empowers the Subscription Economy

Posted by Richard Snow on Jan 2, 2017 10:47:50 PM

Zuora provides software that supports the rapidly expanding subscription economy. I recently attended the company’s user event in London, called subscribe16. During his keynote speech CEO Tien Tzuo insisted that the subscription economy is not only here to stay but is likely to grow substantially. In the U.K. alone, he said, 40 million users are using subscription services, including 14 million use video streaming services, 5.4 million use music streaming services, and perhaps most surprising, 78 percent of adults age 55 or older use at least one subscription service.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, cloud computing, Employee engagement, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, omnichannel, workforce optimization, analytics

Verint Advances Voice of the Customer

Posted by Richard Snow on Dec 10, 2016 5:46:50 AM

Verint is an established vendor of contact center systems. Its portfolio of products includes digital customer engagement, knowledge management, agent desktop, workforce optimization (for which it was recently rated the top vendor in the Ventana Research 2016 Value Index), voice of the customer and multiple forms of analytics - including text. Verint has built its portfolio through internal developments and acquisitions, the latest of which is OpinionLab. This merger adds two significant capabilities to its already extensive voice of the customer capabilities, giving organizations the ability to measure customer feedback across all channels, including digital.

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Topics: Customer Engagement, Customer Experience Management, Speech Analytics, cloud computing, Customer Service, Call Center, Contact Center, CRM, Text Analytics, analytics

NICE Robotic Automation Improves Interaction Experience

Posted by Richard Snow on Nov 26, 2016 9:02:11 AM

Robotics is nothing new to some aspects of manufacturing and the IT industry, but it is relatively new in the customer experience (CX) market. The term often conjures up images of little gray machines taking over tasks previously handled by humans – machines making cars, programmed vacuum cleaners and the like. In the CX space, however, we are not talking about machines but about software that can automate routine tasks. For the time being, I don’t believe robots will take over the contact center and replace human agents. Indeed our recent research into next-generation contact centers in the cloud strongly suggests the opposite. It shows that the telephone is still the top channel of communication and that almost two-thirds (62%) of organizations expect call volumes to rise over the next 24 months. Thus agents will continue to handle large volumes of interactions, which may become more complex.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, cloud computing, Employee engagement, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, omnichannel, workforce optimization, analytics

Clarabridge Engages Customer Experience

Posted by Richard Snow on Nov 26, 2016 8:04:36 AM

Analysts have been talking and writing about a “360 degree” view of the customer for years. Our own benchmark research into customer relationship management shows that only37 percent of organizations are able to produce analysis and reports that yield such a comprehensive view. Other research into next-generation customer analytics reveals that the main issue in this area for nearly two-thirds (63%) of organizations is data availability. To make the situation worse, customer-related data is getting ever more numerous and complex. A principal reason for this growth is the number of communication channels consumers now use to engage with organizations and the type of data these channels produce. It includes call recordings, text messages, email, social media posts, customer feedback surveys, chat scripts and event data such as videos that users download. All of these types of data are unstructured , which makes them harder for conventional analytics tools to access and analyze.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, cloud computing, Employee engagement, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, omnichannel, analytics

Evaluagent Focuses on Agent Engagement

Posted by Richard Snow on Oct 31, 2016 8:22:52 AM

Evaluagent is a U.K.-based company founded in 2012 that is carving out a niche in the workforce optimization market. Whereas most WFO vendors offer broad portfolios of products that focus on operational efficiency to reduce the cost of agents, Evaluagent’s narrower portfolio focuses on the people side of interaction handling, particularly agent engagement and satisfaction. The company’s founders had in-depth operational experience of contact centers, and they set out to improve the job experience for agents over what they had encountered, which included cramped working conditions, demanding performance targets, hard-to-use systems and, worst of all, customers often shouting down the phone at them.

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Topics: Customer Engagement, Customer Experience, cloud computing, Customer Service, Call Center, Contact Center, workforce optimization, analytics, agent engagement

Research Agenda: Transforming Customer Engagement in 2016

Posted by Richard Snow on Feb 7, 2016 9:10:27 PM

I have been involved in the contact center, CRM and customer engagement business for more than 25 years. Yet only in the past few years have I seen much change. Until recently nearly all organizations focused on handling customer interactions as efficiently and inexpensively as possible; few made much effort to manage customer relationships over the complete customer life cycle. However, over the last 18 months, the scene has begun to change very rapidly, and I expect that to continue and even accelerate during 2016.

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Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, omnichannel, workforce optimization

Customer Experience in 2016 Infuses New Digital Technologies

Posted by Richard Snow on Feb 1, 2016 8:50:32 AM

There were significant technology developments in customer experience management during 2015. Multichannel contact centers in the cloud took hold of the contact center infrastructure market; I counted 21 vendors offering such services. A variety of vendors entered the market for customer analytics, combining analysis of structured data, speech recordings, text, desktop data, Web contacts, and events and processes to provide a comprehensive “360-degree” view of the customer and customer journey maps to track individual interactions over time. In addition a range of self-service or digital customer service applications became available, including mobile apps, voice-activated virtual agents, interactive video and Q&A websites and chat driven by natural-language processing. Digitally connected devices (the Internet of Things [IoT]) and wearable devices began to emerge. In 2016 I will track and try to anticipate the impact these technologies have on the customer experience.

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Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, omnichannel, workforce optimization

mplsystems Offers Array of Customer Experience Support for Contact Centers

Posted by Richard Snow on Jan 3, 2016 10:56:54 PM

Based in the U.K., mplsystems is a relatively small vendor of contact center in the cloud systems, having fewer than 200 employees, but it has a distinct portfolio of products. Its core product, intelligentContact, is designed for omnichannel customer engagement. Its two other products, Customer Service CRM and Field Service Management, are not typically supported by other vendors in this space. As I dug deeper into the component parts of each of these products, I found other capabilities that also are not normally offered by contact center in the cloud vendors.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Mobile Technology, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, omnichannel, workforce optimization