Richard Snow's Analyst Perspectives

Attensity Uses Social Media Technology for Smarter Customer Engagement

Posted by Richard Snow on Apr 23, 2013 10:55:18 AM

When I last wrote about Attensity I classified it as a “pure play” text analytics vendor, but the latest release of its product has lead me to revise my opinion. Its product Respond uses natural language-based analysis to derive insights from any form of text-based data and among other results can produce analyses of customer sentiment, hot issues, trends and key metrics. The product supports what Attensity calls LARA – listen, analyze, relate, act – which is a form of closed-loop performance management. It begins by extracting data from multiple sources of text-based data, (listening), analyzing the content of the data (analyze), linking this data with other sources of customer data, and producing alerts, workflows and reports to encourage action to be taken based on the insights (act).

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Topics: Social Media, Customer Analytics, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics

Kana Paints a New Picture of Unifying Customer Service

Posted by Richard Snow on Apr 18, 2013 9:46:23 AM

Back in July I wrote about Kana’s acquisition of Ciboodle and its previous acquisition of Overtone and what seemed to be its ambitious plans to release an integrated version of the products. I went so far as to say Kana would have “something unique to offer” if it pulled off this effort. Now, almost nine months to the day, it has launched a new version of Kana Enterprise, and from what I saw in a prelaunch briefing it does seem to be something unique. Billed as “the first omni-channel customer service suite,” the new product brings together the original Kana customer self-service and knowledge management products, the Ciboodle desktop and several new developments.

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Topics: Social Media, Customer Analytics, Customer Experience, Social CRM, Voice of the Customer, Kana, Mobile Apps, Self-service, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics

Companies Need Smarter Agent Performance Management

Posted by Richard Snow on Apr 17, 2013 9:05:04 AM

I read a lot these days about how companies should pay more attention to contact center agent or customer service representative satisfaction, as it can have an impact on customer experience and meeting key customer-related metrics. This is a far cry from the “good old days” when agents were often locked away in a dark, dismal place and told to answer as many calls as possible. My research into the agent desktop shows that many companies have indeed latched onto these new priorities, and the two top first ranked goals (19%) with respect to agents is to increase agent retention and thus keep the skills they have to handle customer interactions, and to improve agent satisfaction, which in itself helps ensure more agents stick with their roles longer.

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Topics: Customer Experience, Operational Performance Management (OPM), Social CRM, Analytics, Business Analytics, Business Intelligence, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Workforce Force Optimization

Salesforce.com Prepares Marketing for the Future

Posted by Richard Snow on Apr 10, 2013 12:12:21 PM

At the beginning of the year I wrote analyst perspective outlining why I think Salesforce.com is a vendor to watch during 2013. I followed this up with a post noting that Salesforce has shifted its headline messaging from becoming the “collaborative company” to becoming the “customer company” – a message that resonates better with me. During a recent analyst event, the theme of becoming a customer company remained the main message, but this time the emphasis moved to marketing, as the presenters dug deeper into Marketing Cloud which the company is moving further away from traditional marketing systems than Sales Cloud and Service Cloud are from sales and service.

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Topics: Salesforce.com, Social Media, Customer Analytics, Customer Experience, Social CRM, Voice of the Customer, Analytics, Business Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM)

ClickFox Maps the Customer Journey

Posted by Richard Snow on Apr 8, 2013 11:30:41 AM

The last time I reviewed ClickFox it was primarily focused on capturing how callers transverse IVR menus. It produced visual maps of what options callers used and thus how they navigate what can be quite complex menus, allowing users to identify the most common paths and thereby optimize these to meet common customer requirements and business needs. Since that time the market has changed considerably, and ClickFox’s current products now support companies as they try to identify how customers use different communication channels and how they hop across different channels to resolve their issues.

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Topics: Social Media, Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, Clickfox, Self-service, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, Unified Communications

Astute Solutions Supports Integrated Approach to CRM

Posted by Richard Snow on Apr 5, 2013 11:53:49 AM

Like all analysts, I have a series of classifications to help group together vendors with similar capabilities. My challenge is to create categories that align with most users’ expectations so I don’t confuse readers when I define which category a vendor falls into. My “big five” are WFO or agent performance management (quality monitoring, workforce management, training and coaching, remuneration, and agent-related analytics); contact center infrastructure, including cloud-based systems (multichannel interaction management, routing, CTI, and rerecording); CRM (marketing, sales and customer service); customer experience management (agent desktop, self-service, customer feedback management, knowledge management); and contact center and customer analytics (transactional, speech, text, event, process, multichannel, predictive and big data). Occasionally a vendor comes along that defies these classifications. Astute Solutions is one such. It describes itself as providing “best-of-breed CRM Customer Service, Social CRM, Contact Center, IP Communications, Knowledge Management, Mobile, and Self-Service solutions specifically designed for enabling customer-centric business strategies” – quite a mouthful.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Voice of the Customer, Mobile Apps, Self-service, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Interactive Intelligence, Unified Communications