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.
Topics: Analytics, Big Data, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Engagement, Customer Experience, Customer Performance Management (CPM), Customer Service, Speech Analytics, Text Analytics, Uncategorized, Voice of the Customer
Oracle has built one of the world’s largest software portfolios through a combination of developing products in-house and acquisitions. In the last few years it has put great effort into transitioning from providing its applications as on-premises products tomaking them available in the cloud. It also has worked to add customer experience capabilities to its range of business applications. Improving the customer experience is a top priority as our next generation customer engagement research found in almost three quarters (74%) of organization. In doing so it has developed a common user interface across the applications to address modern user expectations and has built a platform to support common capabilities in all its products. Recently I had the opportunity to study the strides Oracle has made in these areas as well as to identify some issues that still need to be resolved.
When I last wrote about Intradiem, its focus was on using numerous sources of data as input for a rules engine that enables companies to make better use of customer service agents’ idle time by allocating tasks to fill those gaps. Although that fundamental concept hasn’t changed, the latest versions of its products also take on a bigger challenge: automating the handling of interactions by shifting the focus from making the best use of idle time to making the handling of interactions and associated tasks more dynamic.
Topics: Analytics, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Engagement, Customer Performance Management (CPM), Customer Service, Uncategorized, Customer Experience
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.
Topics: Analytics, Business Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, Customer Analytics, Customer Engagement, Customer Performance Management (CPM), Customer Service, Speech Analytics, Text Analytics, Uncategorized, Voice of the Customer, Customer Experience
Over the last few years, through a combination of acquisitions and internal development, Enghouse Interactive has developed a portfolio of contact center products and services. Recently it announced its product portfolio for 2016. This consists of three core products: CCE, CCSP and EICC. These are updated and rebranded versions of the products I recently wrote about, and each is designed to help different types of organizations maximize the value of every interaction with customers.
Topics: Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Engagement, Customer Experience, Customer Performance Management (CPM), Customer Service, Mobile Technology, Speech Analytics, Text Analytics, Uncategorized
Transera is an established vendor of contact center in the cloud systems and analytics, and as I discovered at the Salesforce Dreamforce ’15 conference and during a recent briefing, it has added support for managing voice interactions for users of salesforce.com Service Cloud. Its core product, Global Omni-Channel Contact Center, now supports voice, email, chat and Twitter, which are managed centrally through a routing engine that treats all interactions in the same way. This ensures that companies have a central view of how interactions are being handled, and they can manage the rules to guide customers to the channel most appropriate for what they are trying to achieve and route the interaction to the most qualified person. An enhanced scripting engine allows users to script the ways in which different types of interactions are handled, and a recording engine captures all calls and makes them available for analysis. Transera also has added capabilities to produce real-time analysis of contact center performance through dashboards and analytics that show a single view across all sites and data sources. Operational and business metrics can be calculated using multiple data sources, and a variety of visualization capabilities enable the analysis can be displayed in the format most appropriate for a specific user and occasion. All the systems are available in the cloud and are scalable enough to support companies of all sizes, including those with centers in multiple sites.
Topics: Analytics, Big Data, Business Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Engagement, Customer Performance Management (CPM), Customer Service, Speech Analytics, Text Analytics, Uncategorized, Customer Experience