Richard Snow's Analyst Perspectives

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

Oracle Advances Applications and Technology for Customer Experience

Posted by Richard Snow on Dec 20, 2015 8:23:33 PM

Oracle has built one of the world’s largest software portfolios through a combination of developing products in-house and acquisitions. In the last few years it has put great effort into transitioning from providing its applications as on-premises products tomaking them available in the cloud. It also has worked to add customer experience capabilities to its range of business applications. Improving the customer experience is a top priority as our next generation customer engagement research found in almost three quarters (74%) of organization. In doing so it has developed a common user interface across the applications to address modern user expectations and has built a platform to support common capabilities in all its products. Recently I had the opportunity to study the strides Oracle has made in these areas as well as to identify some issues that still need to be resolved.

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Topics: Big Data, Customer Engagement, Customer Experience Management, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Uncategorized, Call Center, Contact Center, CRM

Intradiem Enables Real-Time for Agents and Work

Posted by Richard Snow on Dec 17, 2015 10:44:09 PM

When I last wrote about Intradiem, its focus was on using numerous sources of data as input for a rules engine that enables companies to make better use of customer service agents’ idle time by allocating tasks to fill those gaps. Although that fundamental concept hasn’t changed, the latest versions of its products also take on a bigger challenge: automating the handling of interactions by shifting the focus from making the best use of idle time to making the handling of interactions and associated tasks more dynamic.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Analytics, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), omnichannel

dvsAnalytics Makes Strong Showing in Workforce Optimization

Posted by Richard Snow on Dec 9, 2015 10:09:59 PM

Having covered workforce optimization systems for more than 10 years, recently I was contacted for a briefing by dvsAnalytics. I quickly learned that the analytics mentioned in the company’s name are focused on workforce optimization. Founded in 1983, dvsAnalytics is headquartered in Scottsdale, Ariz., and has thousands of customers in various industry sectors. Its Encore suite of products includes standard workforce optimization applications for call recording, quality management, workforce management and coaching as well as post-contact surveys, live monitoring, multiple forms of analytics and a range of APIs to support integration with third-party products, especially telecommunications systems. The products have mostly been developed in-house although workforce management is provided through integration with Community Workforce Management fromWorkForce Management Software Group. DvsAnalytics makes its products available on-premises, in the cloud or in a hybrid environment; unlike some vendors, it builds all three options on the same code base. Most of its sales and post-sales support are provided through a network of partners in various locations.

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

Transera Embraces Salesforce.com and Analytics

Posted by Richard Snow on Dec 2, 2015 10:55:26 PM

Transera is an established vendor of contact center in the cloud systems and analytics, and as I discovered at the Salesforce Dreamforce ’15 conference and during a recent briefing, it has added support for managing voice interactions for users of salesforce.com Service Cloud. Its core product, Global Omni-Channel Contact Center, now supports voice, email, chat and Twitter, which are managed centrally through a routing engine that treats all interactions in the same way. This ensures that companies have a central view of how interactions are being handled, and they can manage the rules to guide customers to the channel most appropriate for what they are trying to achieve and route the interaction to the most qualified person. An enhanced scripting engine allows users to script the ways in which different types of interactions are handled, and a recording engine captures all calls and makes them available for analysis. Transera also has added capabilities to produce real-time analysis of contact center performance through dashboards and analytics that show a single view across all sites and data sources. Operational and business metrics can be calculated using multiple data sources, and a variety of visualization capabilities enable the analysis can be displayed in the format most appropriate for a specific user and occasion. All the systems are available in the cloud and are scalable enough to support companies of all sizes, including those with centers in multiple sites.

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

LiveOps Empowers Contact Center in the Cloud

Posted by Richard Snow on Nov 28, 2015 9:05:18 PM

Founded in 2000, LiveOps has evolved a unique two-sided business model. On one side is LiveOps Agents on Demand,  an Uber-like business in which home-based workers sign-up as LiveOps agents, and the company uses them to provide outsourced contact center services. This model enables LiveOps to provide flexible levels of service; customers can scale up and down as needed while the provider is able to manage agent numbers cost-effectively. The agents use the LiveOps Cloud Contact Center platform; in this way the company can test its system and use these agents’ experiences to improve the platform as used on the other side of the business. I have previously covered their focus on contact centers in LiveOps Improves the Agent Experience. LiveOps reports revenues growing on both sides and being able to expand its cloud contact center business globally.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, omnichannel

Subscriber Experience Impacts Recurring Revenue

Posted by Ventana Research on Nov 8, 2015 11:19:15 AM

The digital economy has changed the way many companies provide products. Some no longer deliver packaged products but provide them as services over a network, typically the Internet. Telecommunications providers in particular are familiar with this business model and have developed processes and systems that use innovations such as product bundles that include elements of fixed charges (such as cost of installation) and variable charges based on usage (such as the number of calls made) and means of registering customers on the network, collecting usage data, invoicing and collections. This model has been adopted increasingly by the software industry, replacing a single license fee and maintenance charges for on-premises products with software as a service in which users access products over the Internet and pay per user and/or for usage. Adoption of this model by other types of business has led them to think of customers as subscribers.

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Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience Management, Marketing, Operational Performance Management (OPM), Analytics, Cloud Computing, Customer Service, CRM, Customer Performance Management (CPM), Financial Performance Management (FPM), Sales Performance Management (SPM), omnichannel

ResponseTek Makes Customer Experience Management Simple and Sophisticated

Posted by Ventana Research on Oct 8, 2015 11:46:04 PM

ResponseTek is a software vendor whose platform and services help companies collect and act on feedback from their customers. It supports a closed-loop process that collects feedback, analyzes it, provides customizable reports and analysis dependent on the user, and most importantly enables taking action based on the information. This allows companies to understand product and service issues, customer sentiment, intentions, and likely behaviors, and where necessary ensures the most appropriate actions are taken.

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Topics: Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Customer Performance Management (CPM), Text Analytics, omnichannel, voice of the customer (VoC)

Enghouse Interactive Expands Portfolio of Contact Center Systems

Posted by Ventana Research on Mar 13, 2015 9:00:55 AM

Enghouse Interactive is one of three divisions of Enghouse Systems, a publicly traded Canadian company founded in 1984. The other two divisions provide network technology to telecommunications providers and applications for public and private transportation companies; Enghouse Interactive owns the company’s three contact center systems. The corporate group has a history of growth – it now has a market capitalization of more than US$1 billion - achieved both organically and through an aggressive acquisition policy. The same applies to Enghouse Interactive. Its three core products are built on three acquisitions – Syntellect in 2002, CosmoCom in 2011 and Zeacom in 2012. Each of these has been enhanced by a combination of in-house development and integration with other acquired products. The three products are maintained and developed independently, something Enghouse Interactive says will continue for the foreseeable future. However it is working to integrate its latest acquisitions with all three products, so each will gain new capabilities.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, omnichannel, voice of the customer (VoC), workforce optimization