Richard Snow's Analyst Perspectives

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 Management, Customer Feedback Management, NICE Systems, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Genesys, InContact, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, Governance, Risk & Compliance (GRC), 360-degree view of the Customer, Agent Performance Management, Business Intelligence (BI), 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

inContact Supports Customer Interaction Management

Posted by Richard Snow on Apr 13, 2012 11:06:58 AM

Managing contact centers typically includes five areas: communications management, workforce optimization, business applications such as CRM, analytics and customer experience management. Last year I wrote about how inContact has evolved from a communications provider to sell a contact center in the cloud that supports most of those requirements. Its products cover communications (ACD, CTI, Dialer and IVR), workforce optimization (Quality Management, Workforce Management and eLearning, which includes content production, hiring and screen recording), analytics (Reports 2.0, which through a partnership with QlikView provides enhanced reporting and analysis capabilities) and customer experience management (ECHO Customer Survey).

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Topics: QlikView, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, InContact, Business Mobility, 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, Workforce Management, Workforce Performance Management (WPM), Verint

inContact and Siemens Enterprise Communications Working the Contact Center in the Cloud

Posted by Richard Snow on Jun 22, 2011 9:26:32 AM

While the contact center business is not the most dynamic market, it is undergoing more changes than I have ever seen. One of the biggest changes is coming about because of cloud computing. This trend was led by salesforce.com, and the impact is now being felt in the contact center market as more vendors start to provide a “contact center in the cloud.” I recently wrote about inContact , one of the first vendors to provide a full contact center in the cloud. Recently inContact announced an important partnership – and it’s not an obvious match. 

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Topics: Predictive Analytics, 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, InContact, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management, Siemens Enterprise Communications

InContact Enhances Contact Center in the Cloud

Posted by Richard Snow on Jun 8, 2011 11:50:32 AM

I have been writing quite a lot lately about the contact center in the cloud. Now it seems that more vendors are moving in this direction. One of them, inContact has evolved from a telecommunications carrier into a software vendor and now has a suite of products for a contact center in the cloud. It includes many of the necessary communications management capabilities (such as ACD, IVR, CTI and autodial) as well as key workforce optimization applications such as interaction recording, quality monitoring, workforce management and e-learning. Recently inContact announced three new features that add even more capabilities. 

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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, InContact, Business Mobility, 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, Unified Communications, Workforce Management, Workforce Performance Management (WPM)

It’s Time for the Contact Center To Change

Posted by Richard Snow on Apr 26, 2011 4:07:13 PM

Twenty years ago, when I began consulting in the contact center industry, building a call center was a hard, resource-consuming task. Just to begin handling calls required purchasing lots of proprietary equipment, such as PBXs and automatic call distributors (ACDs), as well as software for computer/telephony integration (CTI) and business applications such as case management and CRM – and then spending a lot of time and effort integrating them. Lots of tasks were managed using spreadsheets, and if you wanted anything more than the basic reports available from your PBX/ACD supplier, you would have to budget a great deal more money. Right from those early days, call center managers focused on efficiency and relied on basic metrics such as queue lengths, average call-handling time, hold times and call transfers.

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Topics: Predictive Analytics, SAP, 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, InContact, LiveOps, 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, Interactive Intelligence, Sales Performance Management (SPM), Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM), Contactual

inContact Provides Contact Center in the Cloud

Posted by Richard Snow on Nov 27, 2010 1:25:30 PM

All the buzz in the contact center market these days is about the “contact center in the cloud.” I have written on the subject, in particular “Is a Contact Center in the Cloud a Reality?” and “Will Cloud Computing Finally Bring Innovation to the Contact Center?”. In considering this issue my thinking focuses on what goes into a contact center and then what vendors offer these systems in the cloud. At the risk of oversimplifying things, I believe a contact center has two core components – communications management and agent and process management.

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Topics: Customer Experience Management, Operational Performance Management (OPM), Call Center Optimization, Customer Relationship Management, InContact, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM)

inContact Provides Contact Center in the Cloud

Posted by Richard Snow on Nov 26, 2010 6:54:56 AM

All the buzz in the contact center market these days is about the “contact center in the cloud.” I have written on the subject, in particular “Is a Contact Center in the Cloud a Reality?” and “Will Cloud Computing Finally Bring Innovation to the Contact Center?”. In considering this issue my thinking focuses on what goes into a contact center and then what vendors offer these systems in the cloud. At the risk of oversimplifying things, I believe a contact center has two core components – communications management and agent and process management.

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Topics: Customer Experience Management, InContact, Cloud Computing, Call Center, Contact Center, CRM, Customer Performance Management (CPM)