Richard Snow's Analyst Perspectives

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

SugarCRM Stays True to Its Vision

Posted by Richard Snow on Nov 10, 2016 7:03:50 AM

In the late 1990s, CRM systems were launched to help organizations become customer-centric, to manage customer relationships from end to end, through marketing to sales to customer service, and to provide a “360-degree view of the customer.” For a variety of reasons (overselling, lack of proper adoption, missing functionality), they never lived up to many companies’ expectations, and so CRM got a poor reputation. I recently wrote that customer experience management has undergone significant change in the last 18 months, taking over the role of helping organizations become customer-centric, and that CRM vendors have played a part in these changes. Some of the larger ones have, in my view, taken a backward step by breaking CRM into three components to support marketing, sales and customer service; this makes it harder to support the end-to-end customer life cycle.

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

NGData Delivers DNA on Customers

Posted by Richard Snow on Nov 9, 2016 7:11:35 AM

During a recent briefing with NGData, I was initially put off by excessive “marketing speak.” The team began by describing its product, Lily Enterprise, as a “customer experience operating system.” Being used to having operating systems run entire computers, I wasn’t sure what this meant. This term was followed by a statement that NGData’s products help companies transition from being “B2C to C2B,” that is, to put the customer first, an idea that has been around for several years but in my experience few companies achieve. One of the biggest challenges in this regard is that most companies are organized into business groups, and each business group typically has its own processes, systems and metrics, a situation that makes it hard to have a single view of the customer and take actions based on the same customer view, and which lends itself to focusing on internal goals, not the customer. As an example, our research into next-generation customer engagement shows three key impediments to delivering exceptional customer experiences: systems that are not integrated (for 49% of organizations), communication channels managed as silos (47%) and customers receiving inconsistent responses at different touch points. The root cause of all these is data – customer data. Organizations have multiple systems that generate customer data, in multiple forms: for example, structured data in CRM and ERP systems, voice recordings, text data from multiple sources (letters, email, Web scripts, text messages, chat scripts and social media posts), video and event data such as a customer downloading a film. With so much data in so many formats, it is hard for companies to generate a single, “360 degree” view of the customer that can be shared across the whole organization.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, Call Cente, cloud computing, Customer Service, 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

NICE Advances Contact Centers for SMB

Posted by Richard Snow on Oct 25, 2016 5:16:01 AM

Over the years, our benchmark research studies on contact center systems have shown that larger centers use dedicated contact center systems to support their operations nearly twice as often as centers that have fewer than 250 seats. Smaller centers typically lack budgets and technical skills to deploy and operate such systems. This situation is evident in the tools commonly used to support workforce management and analytics; smaller centers most often use spreadsheets. While spreadsheets have their place in limited ad hoc analysis for small groups, in an environment such as a contact center, they cause issues with regard to ingesting data from multiple sources and providing analysis in real time.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Call Cente, cloud computing, Customer Service, Contact Center, Contact Center Analytics, omnichannel, analytics, worrkforce optimization, wfo

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