Richard Snow's Analyst Perspectives

ManyWho Brings New Approach to Workflow and Business Efficiency

Posted by Ventana Research on Jan 12, 2015 9:52:02 AM

ManyWho was launched in May 2013 by two former Salesforce.com executives, Dave Norris and Steve Wood. They branded it the Cloud Workflow Company, It offers an innovative approach that allows organizations to create workflows, automatically convert them into business applications and run the apps on multiple types of devices. The key to its success lies in the second and third steps, which differentiate ManyWho from most other business process optimization vendors; the process maps that users produce are not static representations of how business processes should work but instead become apps that monitor what is happening and enable the next step in completing the process.

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Topics: Customer Experience Management, Operational Performance Management (OPM), Self-service, Business Collaboration, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Agent desktop, virtual agent

Salesforce Innovates in Customer Engagement

Posted by Ventana Research on Jan 8, 2015 7:06:47 AM

When Salesforce.com began in 1999 its stated intent was “to reinvent CRM in the cloud.” In 15 years, the company has achieved much more than that, having a major impact on the way IT systems are delivered: Large numbers of vendors have followed its example to provide cloud-based systems. It added a platform as a cloud – a software development environment in the cloud – to its portfolio, introduced an apps store where many vendors sell their products and services, moved into social and mobile computing, and expanded CRM in the cloud to marketing, sales and service clouds. And it continues to innovate in the fast-changing business software market.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Speech Analytics, Self-service, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, Agent desktop, unified communication, virtual agent, voice of the customer (VoC), workforce optimization

Lessons Learned about the Customer Experience in 2014

Posted by Ventana Research on Dec 31, 2014 9:48:27 AM

During this year talk has been widespread about the customer experience, which is good. What is not so good is that, according to my benchmark research into next-generation customer engagement, most companies still struggle to deliver satisfying experiences. However, the research and my discussions with users and vendors lead to some clear conclusions:

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Self-service, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, Agent desktop, unified communication, virtual agent, voice of the customer (VoC), workforce optimization

Interactive Intelligence Innovates in the Cloud for Contact Centers

Posted by Ventana Research on Dec 26, 2014 7:31:43 AM

Interactive Intelligence is a well-established supplier of contact center systems and just celebrated its 20th anniversary. Customer Interaction Center (CIC) is its on-premises product, which provides integrated management of multiple communication channels and supports a high degree of customization. Communications as a Service (CaaS) is a virtual private cloud (for single tenants) version of CIC and as such offers less potential for customization. Recently Interactive Intelligence released PureCloud, an innovative cloud-based service that is available through Amazon Web Services.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Self-service, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Agent desktop, unified communication, virtual agent, voice of the customer (VoC), workforce optimization

IBM Enables Business Innovation from 21st Century Technology

Posted by Ventana Research on Dec 19, 2014 10:05:54 AM

Those of us who have been in the technology industry for many years remember the phrase “No one ever got fired for buying IBM.” Then IBM was both a hardware and a system software vendor, and most IT managers new that hardly anyone would question a decision to go with IBM. These days IBM has done extensive marketing to make itself known for everything “smart” – planets, cities, commerce and of course technology. While its website suggests it offers a limited number of software products, in fact IBM is one of the largest providers software and is committed to innovation. David Stokes, CEO of the U.K. and Ireland division, kicked off its recent U.K. BusinessConnect event by reminding the audience that IBM is driven by three fundamentals – data, the cloud and security.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Self-service, Analytics, Business Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Agent desktop, unified communication, virtual agent, voice of the customer (VoC), workforce optimization

New Generation of Recurring Revenue and Billing Inspired from Cloud Computing

Posted by Richard Snow on Jun 22, 2014 10:59:07 PM

Much has been written about how cloud computing changes the way businesses source their software and services. For software companies, instead of being installed inside the company, software like business applications run on a computer installed at an external site. If the external site is not shared with any other business, this is called a private cloud; if it is owned and operated by a third party and supports more than one business, it is called a public cloud. In the case of public clouds, users access the applications via the Internet, and increasing they can do this while out of the office, using laptops or mobile devices like smartphones and tablets. The main advantages of this model are that companies don’t need to invest in hardware or support staff to install and maintain hardware or software like these applications, the vendor handles system updates and users can work anywhere (including on the move) by logging in through a Web browser or an application designed specifically for mobile technology. Our research confirms that the overall importance is overall important in more than half (57%) of organizations.

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Topics: Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Mobile apps, Self-service, Cloud Computing, Collaboration, Customer Service, 360-degree view of the Customer, Agent Performance Management, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Sales Performance Management (SPM), Text Analytics, Unified Communications, Workforce Force Optimization

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 Management, 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

Contact Center Expo 2014 Highlights Cloud Computing and Customer Experience

Posted by Richard Snow on May 15, 2014 9:36:11 AM

I recently presented at the 2014 ICMI Contact Center Expo and Conference and have a few insights I want to share. I was impressed by the two main keynote speeches. In the first Bill Rancic, an entrepreneur, author and TV personality, talked about “How to Succeed in Business and Life.” Bill is not in the contact center industry, but he reminded the audience that individuals and companies that succeed in life and business grab opportunities when they come along. He went on to say that consumers (which includes you and me) are changing the ways we conduct our lives and the ways we engage with each other and with businesses. As we all know, use of mobile devices has rocketed, as has use of the Internet and social media, and as a result people are less inclined to talk to each other directly, choosing instead to text, post comments to social media or use the increasing number of mobile applications available; when we do talk, it is now increasingly likely to include video. This change creates opportunity for companies; those that meet expectations about communicating in these ways can grab the attention of customers and generate more business. I couldn’t agree more, having written about these changes myself. Consumers have already made these changes, and companies need to act now to grab the opportunities.

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Topics: Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile apps, Self-service, Cloud Computing, Collaboration, 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, Text Analytics, Unified Communications, Workforce Force Optimization

Panviva Enables Smarter Customer Service

Posted by Richard Snow on May 8, 2014 8:38:41 AM

On its website Panviva describes itself as providing “business process guidance,” which is a phrase I was notfamiliar with. As I searched the site, I found messages such as”it’s all about customer experience,” “the right information for the right person at the right time” and “navigating complexity.” All of these describe issues contact center agents face on a daily basis, and I concluded that Panviva competes in a space I track. My benchmark research into the agent desktop and its impact on customer servicefinds that agents play a significant role in the customer experience, but many have to work with a desktop that impedes them in accessing systems and information, and some of the interactions they handle are complex.It was this perspective I brought to a briefing with Steve Pappas, Panviva’s SVP for North America.

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Topics: Customer Experience Management, Operational Performance Management (OPM), Mobile apps, Self-service, Cloud Computing, Collaboration, Customer Service, Agent Performance Management, Business Process Management, Call Center, Contact Center, Customer Performance Management (CPM)

OpenSpan Makes Smart Agent Desktop Simpler

Posted by Richard Snow on May 3, 2014 11:55:58 PM

My benchmark research into the smart agent desktop finds that in nearly two-thirds (65%) of companies, contact center agents have to access multiple systems as they try to resolve customer interactions. These range from channel management systems (such as telephone, email, text messages and social media) to business applications (such as CRM, ERP and knowledge management), performance dashboards and analysis, and messaging systems. Having to use all these systems leads agents to make mistakes, increases average handling times, produces data errors and reduces satisfaction for both agents and customers. The last two are especially important because the research shows that very satisfied agents twice as often as less satisfied ones meet important customer-related metrics such as customer satisfaction, net promoter and customer effort scores, and satisfied customers are likely to remain loyal, buy more and recommend the company to people they know. A smart agent desktop can alleviate these issues by making it easier for agents to access systems, navigate between them, enter data and view important information.

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Topics: Social Media, Customer Experience Management, Operational Performance Management (OPM), Mobile apps, Self-service, Cloud Computing, Collaboration, Customer Service, Agent Performance Management, Call Center, Contact Center, Customer Performance Management (CPM), Sales Performance Management (SPM), Workforce Force Optimization