Richard Snow's Analyst Perspectives

Transera Delivers Contact Center Interactions in the Cloud

Posted by Richard Snow on Oct 31, 2011 11:22:18 AM

Throughout this year we have seen more vendors begin to offer a contact center in the cloud. The latestis Transera, which offers an integrated set of products that focuses on enabling interactions for customer service agents. It has four main groups of products: operations management, agent management, media and call management, and routing and queuing. 

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

Interactive Intelligence Offers Trial Access to Contact Center in the Cloud

Posted by Richard Snow on Oct 25, 2011 11:08:04 AM

Cloud computing offers companies opportunity to innovate in the ways their contact centers handle customer interactions. Systems vendors have been gradually moving call and other interaction management to the cloud, along with some of the core applications required to operate a contact center such as call recording, workforce management and analytics. Interactive Intelligence is one of the front runners in this market with its Customer Interaction Center. To approach potential customers that aren’t convinced of the virtues of cloud-based systems, Interactive Intelligence recently launched a new service, Quick Spin, a trial version of the its suite.

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Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Interactive Intelligence, Operational Performance Management (OPM), Predictive Analytics, Social CRM, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Customer Experience, Analytics

Moments of Truth in the Customer Experience

Posted by Richard Snow on Oct 21, 2011 12:08:52 PM

I find that customer experience management (CEM) means different things to people. Recently I attended a seminar organized by Rapide, a U.K. technology vendor that specializes in helping companies improve their interactions with customers. The seminar included talks from speakers I don’t normally associate with CEM, and they opened up a new perspective that revolves around a concept I first explored while working at Price Waterhouse Consulting: Moments of Truth.

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Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Operational Performance Management (OPM), Predictive Analytics, Rapide, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Customer Experience, Analytics

New Customer and Contact Center Technology at Call Centre Expo

Posted by Richard Snow on Oct 15, 2011 3:33:16 AM

I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase.

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Topics: and Verint, Business Mobility, Call Center, Cisco, Cloud Computing, Contact Center, Contact Center Analytics, CRM, cTalk Ltd, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Enghouse interactive, Enkata, Genesys, Interactive Intelligence, NewVoicemedia, Nexidia, Noble Systems, Operational Performance Management (OPM), Predictive Analytics, SAP, ShoreTel, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics, digital technology, Call Copy