Richard Snow's Analyst Perspectives

Genesys Brings G-Force to Powering a Better Customer Experience

Posted by Ventana Research on Nov 5, 2015 11:18:48 PM

I recently joined more than 1,000 users, partners, consultants and other analysts at the first global G-Force 2015 conference, held in Miami. Sponsor Genesys put together an agenda that not only educated but entertained the attendees. For an example of the latter, Sekou Andrews, a poet, actor, musician and voice-over artist, preceded the main keynotes with a wonderful sketch that put customer experience into the context of marriage and reminded us to treat customers as he does his wife, remembering that the customer is always right!

Read More

Topics: Customer Analytics, Customer Data Management, Customer Experience, Speech Analytics, Analytics, Business Analytics, Cloud Computing, Customer & Contact Center, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, omnichannel, workforce optimization

Call Centre Expo 2012 Reveals Some Surprising Trends

Posted by Richard Snow on Oct 4, 2012 12:26:19 PM

Call Centre & Customer Management Expo has been running for several years now. The event provides an opportunity for contact center and customer service managers in Europe to catch up with all the latest and greatest going on in the market. At this year’s event earlier this week, as usual, I found the normal mix of presentations, vendor exhibition stands and other side events. The vendor show included a mix of core contact center vendors (interaction management, CRM, WFO, customer experience management, customer and contact center analytics), supporting vendors such as headphone suppliers and post code software, contact center media players and associated professional bodies. My primary interest is in the core multi-channel contact center market and vendors, and having attended for more years than I can remember, I look for emerging trends on what vendors are present and what they have to offer.

Read More

Topics: Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Other Side of the Pond Takeaways from Salesforce Dreamforce

Posted by Richard Snow on Sep 24, 2012 11:53:54 AM

Saleforce.com puts on a marketing event that no other software vendor can come close to. Any CEO that can get MC Hammer rapping about your company as an introduction to your keynote has to be admired. The actual content got mixed reviews; my colleague Mark Smith saw some shortfalls in how Salesforce.com supports analytics, while Robert Kugel felt the company’s cloud-based software could help midsize companies.

Read More

Topics: Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Business Collaboration, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Companies Should Consider Adopting Contact Centers in the Cloud

Posted by Richard Snow on Sep 5, 2012 12:01:51 PM

Our recent benchmark research on the contact center in the cloud shows companies are under more pressure than ever to upgrade their contact centers. The large majority of companies (73%) think it is very important to improve the way they handle customer interactions, and only a small percentage are fully satisfied with their current applications (19%) or their communications (14%).  Upgrading presents a significant challenge, however, because simple call centers that handle only phone calls have been made obsolete by the need to support multiple channels of communications. Consumer communication preferences have changed, and as a result companies on average now support five channels of communication in their centers, with just over a third (37%) supporting six or more – the most popular being inbound calls (still tops), email, outbound calls, fax and postal mail.

Read More

Topics: Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization

SAS Furthers Cloud Computing for Business

Posted by Richard Snow on Aug 30, 2012 11:56:14 AM

After this summer’s SAS European analyst event, I wrote that I came away less than convinced SAS was truly committed to the cloud, based largely on the fact that most other vendors are blowing their cloud trumpets much louder than SAS. It seemed developments in and around customer intelligence and its other products were higher priority to the company than its cloud strategy. However, after a recent update, I was left with no doubt that the cloud is important to SAS and that the company has a well–thought-through strategy based around two services that Ventana Research touched on earlier this year.

Read More

Topics: SAS, Customer Analytics, Customer Data Management, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Business Analytics, Cloud Computing, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

The Collaborative Enterprise to Support Customer Interactions

Posted by Richard Snow on Aug 16, 2012 10:05:26 AM

I’ve challenged a lot of the hype about the social enterprise, because I feel “social” gives the wrong impression. For most people, social media is predominately about socializing. While everyone likes to feel that going to work is partly about interacting with friends, when it comes down to it running a business is about winning customers, selling them your products and services, and providing customer service when needed. In today’s competitive markets, none of these are easy tasks. As I look across four of our benchmark research areas: customer information managementcustomer experience managementcustomer feedback management and customer relationship maturity, I have come to several conclusions:

Read More

Topics: Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Business Collaboration, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization

Salesforce.com Advances Customer Interaction

Posted by Richard Snow on Aug 2, 2012 10:53:08 AM

Since it was founded in 1999, salesforce.com has been driving other vendors and end-user organizations to rethink how they supply and purchase software. The company has grown from being a supplier of CRM in the cloud to a vendor with diverse offerings that include a development platform, an app exchange, platforms that support marketing, sales and customer service, knowledge management, desktop technology, collaboration, website development, social media support and analytics. Along the way it has also become a powerful marketing machine – which sometimes gets in the way of understanding just what its products do and don’t do, and where they all fit. This obfuscation also extends to its extensive range of partners, where again it is sometimes hard to know who it deals with and how.

Read More

Topics: Salesforce.com, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, LiveOps, NewVoicemedia, Business Collaboration, Cloud Computing, Customer Service, 360-degree view of the Customer, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Interactive Intelligence, Text Analytics, Vocalcom

Enghouse Expands Its Portfolio of Contact Center Vendors

Posted by Richard Snow on Jul 31, 2012 8:49:02 AM

A look at Enghouse Interactive’s Products page shows it is not the easiest of companies to understand. Listed are six products – companies actually – that make up the parent: Arc Solutions, CosmoCom, Datapulse, Synellect, TelRex and Trio. As yet this list doesn’t include the latest acquisition, Zeacom. All the businesses in some way connect to multichannel communications and the contact center, with products that range, respectively, from communication management systems for Cisco, a cloud-based contact center, unified communications applications that improve collaboration between employees within an organization, a premises-based multichannel contact center, IP call recording and workforce management, and telephony systems, with Zeacom adding a cloud-based unified communications system based on Microsoft Lync.

Read More

Topics: Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Enghouse interactive, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization

Journey Maps Enhance the Customer Experience

Posted by Richard Snow on Jul 17, 2012 10:23:04 AM

My research into customer experience management shows that companies are increasingly aware that the customer experience has a profound impact on business success. In almost equal numbers, participants said it determines the loyalty of customers (21%), the propensity of customers to recommend the company to others (21%), the amount of additional purchases they make (19%) and their general level of satisfaction (19%). Furthermore, companies also realize that good experiences save money, because customers complain less (11%) and contact them less frequently (9%).

Read More

Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

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)