Richard Snow's Analyst Perspectives

NICE Robotic Automation Improves Interaction Experience

Posted by Richard Snow on Nov 26, 2016 9:02:11 AM

Robotics is nothing new to some aspects of manufacturing and the IT industry, but it is relatively new in the customer experience (CX) market. The term often conjures up images of little gray machines taking over tasks previously handled by humans – machines making cars, programmed vacuum cleaners and the like. In the CX space, however, we are not talking about machines but about software that can automate routine tasks. For the time being, I don’t believe robots will take over the contact center and replace human agents. Indeed our recent research into next-generation contact centers in the cloud strongly suggests the opposite. It shows that the telephone is still the top channel of communication and that almost two-thirds (62%) of organizations expect call volumes to rise over the next 24 months. Thus agents will continue to handle large volumes of interactions, which may become more complex.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, cloud computing, Employee engagement, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, omnichannel, workforce optimization, analytics

Evaluagent Focuses on Agent Engagement

Posted by Richard Snow on Oct 31, 2016 8:22:52 AM

Evaluagent is a U.K.-based company founded in 2012 that is carving out a niche in the workforce optimization market. Whereas most WFO vendors offer broad portfolios of products that focus on operational efficiency to reduce the cost of agents, Evaluagent’s narrower portfolio focuses on the people side of interaction handling, particularly agent engagement and satisfaction. The company’s founders had in-depth operational experience of contact centers, and they set out to improve the job experience for agents over what they had encountered, which included cramped working conditions, demanding performance targets, hard-to-use systems and, worst of all, customers often shouting down the phone at them.

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Topics: Customer Engagement, Customer Experience, cloud computing, Customer Service, Call Center, Contact Center, workforce optimization, analytics, agent engagement

Research Agenda: Transforming Customer Engagement in 2016

Posted by Richard Snow on Feb 7, 2016 9:10:27 PM

I have been involved in the contact center, CRM and customer engagement business for more than 25 years. Yet only in the past few years have I seen much change. Until recently nearly all organizations focused on handling customer interactions as efficiently and inexpensively as possible; few made much effort to manage customer relationships over the complete customer life cycle. However, over the last 18 months, the scene has begun to change very rapidly, and I expect that to continue and even accelerate during 2016.

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Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, omnichannel, workforce optimization

Customer Experience in 2016 Infuses New Digital Technologies

Posted by Richard Snow on Feb 1, 2016 8:50:32 AM

There were significant technology developments in customer experience management during 2015. Multichannel contact centers in the cloud took hold of the contact center infrastructure market; I counted 21 vendors offering such services. A variety of vendors entered the market for customer analytics, combining analysis of structured data, speech recordings, text, desktop data, Web contacts, and events and processes to provide a comprehensive “360-degree” view of the customer and customer journey maps to track individual interactions over time. In addition a range of self-service or digital customer service applications became available, including mobile apps, voice-activated virtual agents, interactive video and Q&A websites and chat driven by natural-language processing. Digitally connected devices (the Internet of Things [IoT]) and wearable devices began to emerge. In 2016 I will track and try to anticipate the impact these technologies have on the customer experience.

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Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, omnichannel, workforce optimization

mplsystems Offers Array of Customer Experience Support for Contact Centers

Posted by Richard Snow on Jan 3, 2016 10:56:54 PM

Based in the U.K., mplsystems is a relatively small vendor of contact center in the cloud systems, having fewer than 200 employees, but it has a distinct portfolio of products. Its core product, intelligentContact, is designed for omnichannel customer engagement. Its two other products, Customer Service CRM and Field Service Management, are not typically supported by other vendors in this space. As I dug deeper into the component parts of each of these products, I found other capabilities that also are not normally offered by contact center in the cloud vendors.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Mobile Technology, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, omnichannel, workforce optimization

Diabolocom Provides Customer Interaction in the Cloud Solution

Posted by Richard Snow on Dec 24, 2015 8:42:58 PM

In our benchmark research into contact centers in the cloud, nearly two-thirds (63%) of companies said that adopting applications in the cloud would enable them to improve how they handle customer interactions, and slightly fewer than half (44%) said that adoptingcommunication systems in the cloud would deliver similar benefits. Several vendors now provide such systems.Diabolocom is the latest one to brief me on its products. Founded in 2005 and having around 30 employees, it has headquarters in France (and its website is in French), but it has a global presence, primarily for supporting French companies that have offices around the world. Its contact center  products are available only in the cloud and extend beyond basic multichannel communications to other applications connected with handling customer interactions.

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Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, omnichannel, workforce optimization

dvsAnalytics Makes Strong Showing in Workforce Optimization

Posted by Richard Snow on Dec 9, 2015 10:09:59 PM

Having covered workforce optimization systems for more than 10 years, recently I was contacted for a briefing by dvsAnalytics. I quickly learned that the analytics mentioned in the company’s name are focused on workforce optimization. Founded in 1983, dvsAnalytics is headquartered in Scottsdale, Ariz., and has thousands of customers in various industry sectors. Its Encore suite of products includes standard workforce optimization applications for call recording, quality management, workforce management and coaching as well as post-contact surveys, live monitoring, multiple forms of analytics and a range of APIs to support integration with third-party products, especially telecommunications systems. The products have mostly been developed in-house although workforce management is provided through integration with Community Workforce Management fromWorkForce Management Software Group. DvsAnalytics makes its products available on-premises, in the cloud or in a hybrid environment; unlike some vendors, it builds all three options on the same code base. Most of its sales and post-sales support are provided through a network of partners in various locations.

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Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Text Analytics, workforce optimization

Genesys Brings G-Force to Powering a Better Customer Experience

Posted by Ventana Research on Nov 5, 2015 11:18:48 PM

I recently joined more than 1,000 users, partners, consultants and other analysts at the first global G-Force 2015 conference, held in Miami. Sponsor Genesys put together an agenda that not only educated but entertained the attendees. For an example of the latter, Sekou Andrews, a poet, actor, musician and voice-over artist, preceded the main keynotes with a wonderful sketch that put customer experience into the context of marriage and reminded us to treat customers as he does his wife, remembering that the customer is always right!

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Topics: Customer Analytics, Customer Data Management, Customer Experience, Speech Analytics, Analytics, Business Analytics, Cloud Computing, Customer & Contact Center, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, omnichannel, workforce optimization

Enghouse Interactive Expands Portfolio of Contact Center Systems

Posted by Ventana Research on Mar 13, 2015 9:00:55 AM

Enghouse Interactive is one of three divisions of Enghouse Systems, a publicly traded Canadian company founded in 1984. The other two divisions provide network technology to telecommunications providers and applications for public and private transportation companies; Enghouse Interactive owns the company’s three contact center systems. The corporate group has a history of growth – it now has a market capitalization of more than US$1 billion - achieved both organically and through an aggressive acquisition policy. The same applies to Enghouse Interactive. Its three core products are built on three acquisitions – Syntellect in 2002, CosmoCom in 2011 and Zeacom in 2012. Each of these has been enhanced by a combination of in-house development and integration with other acquired products. The three products are maintained and developed independently, something Enghouse Interactive says will continue for the foreseeable future. However it is working to integrate its latest acquisitions with all three products, so each will gain new capabilities.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, omnichannel, voice of the customer (VoC), workforce optimization

Tracking the Customer Journey Is Critical for Engagement

Posted by Ventana Research on Feb 27, 2015 4:38:57 AM

Competition for customers is more intense today than ever before, and companies struggle to differentiate themselves from the competition. Our research repeatedly finds that customer experience is a key differentiator. Our research into next-generation customer engagement said the impetus for improving engagement is to improve the customer experience in almost three quarters (74%) of participants. One increasingly popular way to do this is to use customer journey maps, which show how companies plan to engage with customers: at what times, through which channels, at which touch points and with which business units or using which self-service technologies. Our benchmark research into customer relationship maturity shows that two-thirds (67%) of very customer-focused companies use customer journey maps. The top four uses are to develop more customer-focused employee training (by 78%), personalize customer experiences (76%), enhance customer experience processes (73%) and drill down on customer experience processes to the customer segment level (73%). Typically producing these maps has been a manual process, perhaps using process mapping tools; in these cases few companies were able to capture and visualize actual journeys. However, as more business units engage with customers and companies deploy multiple channels of engagement – including self-service – improving the customer experience and mapping the customer journey become more complex, and to keep up companies have to invest in processes and tools that help them automate the process of producing maps and capture data about and visualize actual customer journeys.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, ominchannel, voice of the customer (VoC), workforce optimization