Richard Snow's Analyst Perspectives

Verint Desktop Provides Omnichannel Customer Experience

Posted by Richard Snow on Oct 1, 2017 9:43:49 AM

A lot is being written and said about the omnichannel customer experience and the role contact center agents play in providing such experiences. From the customer’s perspective, I think it boils down to four things: that the interaction is easy, personal to them, within the context of the relationship and previous interactions, and consistent no matter with whom or what technology they interact. From the agent or user’s perspective, it should be easy to find the information needed to resolve the interaction to the customer’s satisfaction, and he or she must be empowered to resolve any issues that arise.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Workforce Optimization

NICE Integrates Cloud Platform for Customer Engagement

Posted by Richard Snow on Aug 28, 2017 9:17:28 AM

Our benchmark research over the last couple of years confirms what we all instinctively know: Consumers engage with each other and organizations using an increasing number of engagement channels. Indeed, our latest research into the next-generation contact center in the cloud shows the average number of channels organizations now support has grown to almost eight. The same research confirms that organizations now realize the way to compete is to match or exceed customer expectations regarding how these interactions are handled. Summing these expectations up, customer engagement must be easy, personalized, in-context and above all consistent across all channels.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Workforce Optimization

Aspect Software Makes Progress with New Customer Engagement Center

Posted by Richard Snow on Aug 2, 2017 8:56:10 AM

Not many years ago, building and running a contact center was a complex task. Organizations typically had to license all the systems they required (most of them proprietary and on-premises), customize them to meet their requirements and integrate them into a workable architecture. But beyond all the systems issues, the key to running the center was forecasting the right number of skilled agents that would be needed to handle expected interaction patterns and then routing calls to the most skilled agent for that specific interaction.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Billing and Recurring Revenue, Workforce Optimization, Digital transformation

RingCentral Integrates Contact Center and Unified Communications

Posted by Richard Snow on Aug 2, 2017 8:40:08 AM

Customer engagement is undergoing its biggest transformation in decades. Consumers now use a significantly greater number and variety of channels to engage with organizations – everything from phone, email and the corporate website to social media, text messaging, chat, mobile apps and video. This is forcing organizations to change in order not to miss out on business opportunities.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Billing and Recurring Revenue, Workforce Optimization, Digital transformation

Technology Improves Customer Experience: Does Yours?

Posted by Richard Snow on Jun 29, 2017 10:11:46 AM

Our benchmark research into next-generation customer engagement finds that three-quarters (77%) of organizations participating in the research said  it is very important to improve the way they engage with customers. The two main drivers behind this are improving the customer experience (cited by 74%) and im­proving performance of the custo­mer service organization (70%). This is important because most companies said their customers have good experiences, but only one-third said that experience is excellent.

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Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Cloud Computing, Collaboration, Customer Service, Internet of Things, Contact Center, digital technology, Robotic Process Automation, Workforce Optimization