The market for customer analytics continues to grow as organizations realize the current competencies and technology are not aligned to the priority of providing the best possible customer experience through supporting business processes. At the same time those organizations that have invested and continue to improve in this area are taking advantage of why I call a new generation of customer analytics. As I research into technology to support customer analytics, I had a chance to assess the work done by a business analytics software provider called Alteryx. My colleague Tony Cosentino who is the research director of our business analytics efforts recently wrote an analysis of Alteryx, but I wasn’t familiar with the company until my own briefing about its customer analytics focus. For the technical aspects of the product, you can consult Tony’s analysis, but I want to discuss several key points that came up during my briefing.
Topics: alteryx, Business Analytics, Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, Customer Analytics, Customer Performance Management (CPM), Desktop Analytics, Operational Performance Management (OPM), Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Customer Experience, Analytics
The last time I was briefed by Confirmit it had just acquired CustomerSat and, in addition to undergoing a number of internal developments, was transitioning from supporting market research, customer and employee feedback to focusing more on voice of the customer (VOC). One of its key differentiators has been its ability to combine market research, customer and employee feedback to close the loop and produce VOC reports and analysis that include all three perspectives. Confirmit added the ability to collect feedback through unstructured “conversations” on smart mobile devices, in recognition that these devices are being used more frequently by consumers and therefore such capabilities increase the likelihood of consumers responding to requests to provide feedback. Although my research on customer feedback management shows this to be an important, growing requirement, the Confirmit products continue to support the creation and analysis of surveys as a core way of collecting and understanding customer feedback.
Topics: Call Center, Confirmit, Contact Center, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Operational Performance Management (OPM), Sales Performance Management (SPM), Text Analytics, Voice of the Customer, Customer Experience, Analytics
NICE Systems is well known in the contact center market for its suite of workforce optimization products. However, over the past several months it has gradually been expanding out of the pure-play contact center market into back-office and mobile applications, as well as the broader market of customer interaction handling. My research on the contact center in the cloud shows that customer interaction processes are getting more complex as customers demand faster, more personalized responses, interactions occur through more communication channels, and more lines of business are involved with interaction handling. My recent benchmark research shows that companies are becoming increasingly reliant on analytics to monitor and assess how well they are performing these critical tasks and in what areas they need to improve.
Topics: Business Analytics, Call Center, Cloud Computing, Contact Center, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Desktop Analytics, NICE Systems, Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Customer Experience, Analytics, Business Intelligence
Earlier this year I wrote that Verint Systems, which makes workforce optimization and analytics products for customer engagement, has changed its focus from individual product capabilities to packaged business solutions that include specifically configured versions of its products. The first of those was real-time personalized guidance; it uses several of the company’s Impact 360 workforce optimization products to guide agents in real time as they handle customer interactions. I wrote at the time I was expecting more of these from Verint, and now it has brought out three additional solutions, which I learned about during a recent briefing.
Topics: Call Center, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Operational Performance Management (OPM), Speech Analytics, Text Analytics, Verint, Voice of the Customer, Workforce Force Optimization, Customer Experience, Analytics
Ventana Research has just released its 2013 Value Index for Agent Desktop Management, in which we evaluate the competency and maturity of vendors and products that support the management of the desktop systems that agents use to handle customer interactions. Our firm has researched this software category for many years, and our benchmark research into customer service and the agent desktop shows the impact the agent desktop has on agent satisfaction and efficiency and the business outcome of such interactions. Because of its increasing importance, we have taken agent desktop management out of our Customer Experience Value Index and created a separate category for it.
Topics: Call Center, Cincom, Cloud Computing, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Customer Service, Genesys, Jacada, Kana, NICE Systems, OpenSpan, Operational Performance Management (OPM), Salesforce.com, Upstream Works, Customer Experience, Analytics