Richard Snow's Analyst Perspectives

Welcome to the 2.0 World of Technology Marketing

Posted by Richard Snow on Mar 8, 2013 10:01:53 AM

Like me, you have no doubt spotted the propensity for software vendors and consultants to call anything new “2.0”; for example, we have ERP 2.0 and CRM 2.0. Just recently during a joint Aspect and Microsoft presentation, the companies went one step further and introduced the concept of the 2.0 customer meeting the 2.0 company. My first reaction was one of horror, but as I thought about it, it became clear that customers have changed and so companies need to change to keep up – welcome to the 2.0 world.

Read More

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

Three Unified Communications Trends in Evidence at UCExpo 2013

Posted by Richard Snow on Mar 7, 2013 8:03:13 AM

I recently attended the Unified Communication Expo exhibition and conference in London to find out how much communications has been changing. As I entered the exhibition center the first thing I noticed was the huge variety of vendors on show, everything from major brands in the telecommunications industry (Aspect, AT&T, BT, Cisco, Mitel, Nokia and Siemens Enterprise Communications) to some major brands perhaps not so associated with telecommunications (Dell, Citrix, Google and Microsoft), to several niche players with products such as mobility management, IP-based voice and data networks, audio/web/streaming/video conferencing, email/chat/text messaging and unified communications (presence and collaboration), to suppliers of audio equipment (Dell, Jabra, Logitech, Plantronics and Sennheiser). For me the most disappointing thing was the lack of vendors focused on the contact center, with only Aspect, Enghouse Interactive, Microsoft (in partnership with Aspect), Noble Systems and ShoreTel in evidence.

Read More

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

Zeacom Enters the Growing Enghouse Interactive Contact Center Solution Empire

Posted by Richard Snow on Nov 19, 2012 10:55:49 AM

I recently wrote a blog post about how Enghouse Systems is expanding its portfolio of contact center vendors, and another detailing more about what capabilities its products support. I noted that its acquisition trail wasn’t over and that it was in the process of acquiring Zeacom. Although not quite evident from the Zeacom website, that deal is now done and Zeacom is part of Enghouse Interactive. This means that Enghouse Interactive now has three major contact center products, so it was good to catch up with a Zeacom executive to learn more about how Zeacom fits in with Enghouse Interactive’s overall portfolio.

Read More

Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Building The Collaborative Enterprise to Improve Customer Relationships

Posted by Richard Snow on Nov 16, 2012 12:17:16 PM

I have challenged some of the hype about the social enterprise because I feel “social” gives the wrong impression. For most people, social media is predominately about being social. While everyone likes to feel that going to work is partly about being social, when it comes down to it running a business is about winning customers, selling them your products or services, and providing customer service when needed. In today’s competitive markets, none of these is an easy task.

Read More

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

Call Centre Expo 2012 Reveals Some Surprising Trends

Posted by Richard Snow on Oct 4, 2012 12:26:19 PM

Call Centre & Customer Management Expo has been running for several years now. The event provides an opportunity for contact center and customer service managers in Europe to catch up with all the latest and greatest going on in the market. At this year’s event earlier this week, as usual, I found the normal mix of presentations, vendor exhibition stands and other side events. The vendor show included a mix of core contact center vendors (interaction management, CRM, WFO, customer experience management, customer and contact center analytics), supporting vendors such as headphone suppliers and post code software, contact center media players and associated professional bodies. My primary interest is in the core multi-channel contact center market and vendors, and having attended for more years than I can remember, I look for emerging trends on what vendors are present and what they have to offer.

Read More

Topics: Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Other Side of the Pond Takeaways from Salesforce Dreamforce

Posted by Richard Snow on Sep 24, 2012 11:53:54 AM

Saleforce.com puts on a marketing event that no other software vendor can come close to. Any CEO that can get MC Hammer rapping about your company as an introduction to your keynote has to be admired. The actual content got mixed reviews; my colleague Mark Smith saw some shortfalls in how Salesforce.com supports analytics, while Robert Kugel felt the company’s cloud-based software could help midsize companies.

Read More

Topics: Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Analytics, Business Collaboration, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Journey Maps Enhance the Customer Experience

Posted by Richard Snow on Jul 17, 2012 10:23:04 AM

My research into customer experience management shows that companies are increasingly aware that the customer experience has a profound impact on business success. In almost equal numbers, participants said it determines the loyalty of customers (21%), the propensity of customers to recommend the company to others (21%), the amount of additional purchases they make (19%) and their general level of satisfaction (19%). Furthermore, companies also realize that good experiences save money, because customers complain less (11%) and contact them less frequently (9%).

Read More

Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Mobile Customer Service: New Generation of Interaction Technology

Posted by Richard Snow on Jun 29, 2012 11:32:21 AM

Recently a flurry of vendors have announced new products that enable companies to build mobile customer service applications that I have analyzed, including GenesysInteractive Intelligence, Jacada and NICE Systems. All are intended to respond to customer demands for self-service through mobile devices. At a recent customer engagement day, I gave a keynote address on the likely impact of mobile apps and social media on customer service, and I chaired three round-table discussions on the subject of mobile apps with senior customer service and contact center managers so I could gather their side of the story.

Read More

Topics: Mobile, Social Media, Customer Experience, Social CRM, Business Collaboration, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Vendor(s)

SAS Expands Business Relevance in Using Analytics

Posted by Richard Snow on Jun 18, 2012 12:22:12 PM

After the SAS analyst event last year, I wrote that it is hard to keep track of everything SAS has to offer because it had so many products and developments in the pipeline. Back from this year’s event, I can report that 2011 was successful, its revenue and worldwide presence are up, and SAS continues to expand its channels to market. On top of everything I saw last year even more products and developments are in the pipeline, but the theme and focus remain the same: enabling business analytics.

Read More

Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Speech Analytics, Voice of the Customer, Management, Analytics, Business Analytics, Business Intelligence, Cloud Computing, Governance, Risk & Compliance (GRC), Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Vendor(s)