Richard Snow's Analyst Perspectives

NewVoiceMedia Advance Cloud-Based Contact Center Technology

Posted by Ventana Research on Aug 22, 2014 9:40:34 AM

Recently NewVoiceMedia announced that it has raised $50 million to fund its growth. The company was founded in 2000 in the U.K., initially offering call management and routing as cloud-based systems. Until then, most companies built their contact centers using on-premises private branch exchange (PBX) or automated call distributor (ACD) call management systems, with on-premises call routing and business applications such as customer relationship management (CRM). Some companies offered off-premises business application services, and salesforce.com had just begun to push its CRM in the cloud offering.

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Topics: Customer Analytics, Customer Experience, Voice of the Customer, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM)

Oracle Customer Experience in the Cloud

Posted by Ventana Research on Aug 14, 2014 9:16:59 AM

Oracle has a large and diverse set of products and now has most of its business applications operating in the private and public cloud. However, some recent acquisitions have enabled it to focus on cloud-based-products for managing the customer experience. Our next generation customer engagement research has found that customer experience is the top impetus for improving customer engagement as found by almost three quarters (74%) of organizations. Oracle has created a customer experience suite that includes marketing, commerce, service, sales, CPQ and social cloud. In particular the acquisition of RightNow has become the foundation of Oracle Service Cloud.

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Topics: Social Media, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Mobile Apps, Analytics, Business Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM)