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

Companies Need to Reconcile Customer Interaction Priorities

Posted by Richard Snow on Nov 16, 2013 8:51:12 AM

Today companies handle an increasing number of customer interactions and they do this through a greater number and variety of communication channels, and by using more employees that are dispersed throughout the organization. Managing the pool of agents in a contact center has always proved a complex task and this is made more complex as interactions are now handled by most lines of business (marketing, sales, customer service, finance, HR, home workers and mobile workers). To do this many companies have deployed what collectively is called workforce optimization (WFO) systems: interaction recording, quality monitoring, workforce management, training and coaching, compensation management and reporting/analytics. My benchmark research into Next Generation WFO set out to discover what people, process, information and systems companies are using, the benefits they have gained, future plans to change and what barriers are holding back those changes.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Speech Analytics, Self-service, Analytics, Business Collaboration, Cloud Computing, 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

IBM Social Business Bets on Key Application and Technologies

Posted by Richard Snow on Oct 24, 2013 8:23:57 AM

I recently attended an IBM event about its new social business products and services. I was skeptical at first: I have seen another vendor’s “social enterprise” come and go, and although companies need to address customer use of social media, I don’t think “social” is the path businesses should take; it is more to do with collaboration. However, I quickly learned that IBM sees things rather differently. Its starting point is the need for companies to make their workforces smarter – something I agree with. Employees are the heart of a company; for example, according to my research into customer service and the agent desktop, not only do happy, empowered employees twice as often deliver superior customer experiences, but they also meet customer-related targets more often, and deliver or retain more satisfied and more loyal customers who spend more.

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