Richard Snow's Analyst Perspectives

CallMiner Introduces Real-Time Speech Analytics

Posted by Richard Snow on Nov 15, 2012 11:04:07 AM

I recently wrote how CallMiner had expanded into text analytics and had released its myEureka product, which in my opinion took the presentation of analytics to a new level. My colleagues agreed, and our firm awarded CallMiner the 2012 Ventana Research Technology Innovation Award for Customer Excellence.

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Topics: Customer Analytics, Customer Experience Management, Speech Analytics, Voice of the Customer, Callminer, Business Analytics, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

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.

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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

ResponseTek Enhances Understanding of Customers

Posted by Richard Snow on Apr 9, 2012 12:06:03 PM

If they haven’t done so yet, businesses ought to become acquainted with two relatively new concepts: customer experience management (CEM) and voice of the customer (VOC). Ventana Research defines CEM as the practice of managing the customer experience at all touch points regardless of the communications channel being used. To manage that experience, three types of systems are directly helpful: smart desktop technology to help employees deliver great experiences to customers as they are occurring; smart self-service technologies that support easy-to-use, Web-based customer service; and customer feedback management to collect and analyze survey responses, free-form comments and social media posts. This focus is part of my research on trends and best practices in customer feedback management and is part of my latest research agenda. We define VOC as reports and analysis of all customer-related data (structured, unstructured and event-based), not just analysis of speech or feedback.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Callminer, ResponseTex, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Workforce Performance Management (WPM), synovate

Enkata Expands Customer Analytics for a Better Customer Experience

Posted by Richard Snow on Feb 2, 2012 10:25:26 AM

The products of Enkata have generally been designed for what Ventana Research terms performance management for customer service and call centers, including applications connected to agent performance management (quality monitoring, coaching, training and related analytics) and operational performance analytics based on transactional, structured data. Recently Enkata has taken a new direction with its branding (“changing the customer experience”) and has been filling out its portfolio of products to include analytics for unstructured data, so it now includes speech (courtesy of a partnership with Callminer), desktop, cross-channel and text analytics; the last supports  the analysis of customer surveys and social media posts.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Callminer, Enkata, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Workforce Management, Workforce Performance Management (WPM), OpenSpan