Richard Snow's Analyst Perspectives

Genesys and IBM to Improve Customer Engagement with IBM Watson

Posted by Richard Snow on Jun 14, 2014 9:34:58 AM

The contact center market continues to shift focus from handling customer calls as efficiently as possible to providing superior customer engagement across multiple touch points. The latest advancement is an joint announcement from IBM and Genesys who have signed a partnership agreement to provide “smarter customer engagement”. The agreement includes a technology partnership and a joint marketing plan, and brings together IBM’s Watson Engagement Advisor and Genesys’ Customer Experience Platform.

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Topics: Social Media, Customer Experience, Operational Performance Management (OPM), Genesys, Mobile Apps, Self-service, Cloud Computing, Customer Service, Call Center, Cognitive Computing, Contact Center, CRM, Customer Performance Management (CPM), IBM Watson

Agent Desktop Management in 2013 Is Hot for Improving Customer Experience

Posted by Richard Snow on Aug 13, 2013 10:31:46 AM

Ventana Research has just released its 2013 Value Index for Agent Desktop Management, in which we evaluate the competency and maturity of vendors and products that support the management of the desktop systems that agents use to handle customer interactions. Our firm has researched this software category for many years, and our benchmark research into customer service and the agent desktop shows the impact the agent desktop has on agent satisfaction and efficiency and the business outcome of such interactions. Because of its increasing importance, we have taken agent desktop management out of our Customer Experience Value Index and created a separate category for it.

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Topics: Salesforce.com, Customer Experience, NICE Systems, Operational Performance Management (OPM), Cincom, Genesys, Jacada, Kana, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Upstream Works, OpenSpan

Genesys Acquires Angel.com to Advance Contact Centers

Posted by Richard Snow on Mar 1, 2013 9:52:15 AM

The first positive signs for the “the new Genesys” emerged just 100 days after its sale by Alcatel was completed last year, and those positive signs have continued. The company has not only maintained strong development of its core products but has also made an aggressive move into the contact center mid-market, the contact center in the cloud market, and the multichannel communications management market. It strengthens its position now with the announcement of its acquisition of Angel.com.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Genesys, Mobile Apps, Self-service, Analytics, Business Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization

Genesys Advances Customer Service to the Cloud

Posted by Richard Snow on Sep 19, 2012 10:44:49 AM

In what will no doubt be one of a host of announcements coming out of Dreamforce, Genesys announced a new set of cloud-based services especially for Salesforce.com customers. Genesys is a well-known brand in the contact center market, but it has undergone significant change of late and is now an independent company in charge of its own destiny. This announcement demonstrates that it intends to become more responsive to market trends – and it probably can’t do better than to team up with Salesforce.com, which will provide huge amounts of marketing clout. Salesforce itself has become a major brand in the contact center space with Service Cloud, as my research into the adoption of cloud-based contact centers shows.

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Topics: Salesforce.com, Customer Experience, Voice of the Customer, Genesys, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Unified Communications

Agents Performance Management is Hot for Successful Customer Interactions

Posted by Richard Snow on Jul 16, 2012 12:23:44 PM

Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.

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Topics: Predictive Analytics, Social Media, Customer Analytics, NICE Systems, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, VPI, Call Copy, Enkata, Envision, Genesys, KnopahSoft, LiveOps, Analytics, Business Analytics, Cloud Computing, Business Performance Management (BPM), Call Center, coaching, Compensation, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, Workforce Performance Management (WPM), OnviSource, Training, Verint, Workforce Force Optimization

Genesys Moves into Mobile Self-Service for Customers

Posted by Richard Snow on May 21, 2012 11:29:55 AM

It has been a busy time for Genesys, a company best known for computer/telephony integration (CTI) and routing software for contact centers. In February it split from Alcatel-Lucent and announced that with financial backing from two investment funds it was going forward as a stand-alone company. Over the last few years Genesys has diversified its portfolio to include workforce optimization, agent desktop, intelligent customer front door (ICFD) and analytics. Amid the current economic uncertainties, going it alone might seem risky and lead it to focus on these core products before expanding more. Not so; at its recent customer event, it announced a new product, Genesys Mobile Engagement, that it says “links mobile apps to customer service agents.”

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Topics: Customer Experience, Operational Performance Management (OPM), Social CRM, Genesys, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Information Applications (IA), Sales Performance Management (SPM), Workforce Performance Management (WPM)

Customer Engagement Day Reveals New Issues and Opportunity

Posted by Richard Snow on May 1, 2012 11:15:47 AM

I recently attended the second in the series of customer engagement days organized by the Directors Club (GB & NI). The format of the event was the same as the first day that I wrote about and included three keynote presentations and three roundtable sessions where attendees discussed how organizations should engage with customers. As for the first event I chaired the roundtable on perfecting multichannel customer engagement in the contact center and gave a keynote on how social media is impacting the contact center.

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Topics: Predictive Analytics, Social Media, Sustainability, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, NICE Systems, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Genesys, InContact, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer Service, Governance, Risk & Compliance (GRC), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Information Applications (IA), Information Management (IM), Interactive Intelligence, IT Performance Management (ITPM), Sales Performance Management (SPM), Supply Chain Performance Management (SCPM), Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM), Noble Systems, Verint

New Customer and Contact Center Technology at Call Centre Expo

Posted by Richard Snow on Oct 15, 2011 3:33:16 AM

I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase.

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Topics: Predictive Analytics, SAP, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Call Copy, Enghouse interactive, Enkata, Genesys, NewVoicemedia, Nexidia, ShoreTel, Analytics, Business Mobility, Cloud Computing, Customer Service, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM), and Verint, cTalk Ltd, Noble Systems, digital technology

Think Carefully about Social Media and Your Customers

Posted by Richard Snow on May 5, 2011 1:37:26 PM

Unless you have been on a long vacation somewhere without newspapers, mobile phones or the Internet, you must have noticed all the buzz about social media – some of it factual and lots of it hype. Over a billion people use Facebook. There are many millions of tweets on Twitter every day, and YouTube has become the place to share videos, whether for a laugh, for a company’s brand awareness or for training courses. The key question for business is how much of this is useful for commerce and how much is just socializing. I started researching this movement and its intersection some time back and last year spoke about Customer Service in the Social Media Age.

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Topics: Predictive Analytics, Salesforce.com, SAS, Social Media, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Clarabridge, Genesys, ResponseTek, RightNow, Analytics, Business Analytics, Business Intelligence, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Information Applications (IA), Sales Performance Management (SPM), Text Analytics

Genesys Expanding to Agent Performance Management

Posted by Richard Snow on Feb 10, 2011 2:59:23 PM

In the contact center market Genesys is synonymous with computer/telephony integration (CTI) and call routing. It was the first vendor to combine routing of calls to agents and using CTI to pop screens onto the agent’s desktop when the call was put through. Genesys has been adding products to its portfolio and now has expanded into what Ventana Research terms agent performance management (APM) and our benchmark research. Many vendors and other analyst firms use the term workforce optimization (WFO) to included applications such as call recording, quality monitoring, workforce management and agent-focused performance management and analytics. At Ventana Research we add call routing, training and coaching and compensation management to the standard WFO applications, hence APM. Our premise is that if you want to provide to customers the best possible experiences, you must do more than just have enough agents online to serve them; you also need to make sure that the call is routed to the right agent, that agents hone their skills to the highest level to resolve as many interactions as possible at the first attempt and that agents that achieve their goals are rewarded appropriately.

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Topics: Customer Experience, Operational Performance Management (OPM), Genesys, Cloud Computing, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM)