Richard Snow's Analyst Perspectives

NewVoiceMedia Invests for Contact Center in the Cloud Success

Posted by Richard Snow on Dec 17, 2017 7:42:17 AM

2017 has been a year of major changes in the contact center market: several significant acquisitions, vendors expanding their capabilities to support more channels of engagement, a continued trend to move products to the cloud and, as a result, more vendors expanding their global presence. One such vendor is NewVoiceMedia. When I last wrote about the company I pointed out that when it was founded in 2000 it was one of the first vendors to move telephony management to the cloud and offer contact center in the cloud services. At the time I wrote my perspective, it had just raised considerable funding to help it further develop the product and expand its presence around the globe.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Customer Journey Maps, Workforce Optimization

NICE Brings Employee Engagement to Enhance Customer Experience

Posted by Richard Snow on Dec 6, 2017 5:52:46 AM

2017 has been a year of major changes in the contact center market. There have been more acquisitions than in any year I can remember. There have also been more partnerships announced, which have at least in part been enabled by the advance of cloud-based systems. The move to the cloud has continued apace, along with the addition of new capabilities that allow employees to access systems from mobile devices. Vendors have of course announced many updates to existing systems, as well as exciting new developments around technologies such as video, collaboration, artificial intelligence, machine learning, predictive analysis and bots. Moreover, several new vendors have popped out of the woodwork with innovative new products.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Omnichannel, Workforce Optimization