Richard Snow's Analyst Perspectives

Research Agenda: Customer Technology for 2015

Posted by Ventana Research on Jan 23, 2015 9:49:00 AM

I recently wrote about customer experience lessons I learned during 2014 and the technologies required to deliver EPIC experiences. Both of these analyses focus on the people, processes, information and technologies required to improve the customer experience at every touch point, and these themes will also be at the heart of our customer technology research agenda for 2015.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Workforce Optimization Software Vendor Ratings in Perspective

Posted by Ventana Research on Jan 14, 2015 9:47:57 AM

As with many other research topics, Ventana Research investigates workforce optimization in two ways. Our benchmark research into next-generation workforce optimization assesses how companies use workforce optimization systems now and intend to in the future, while our Workforce Optimization Value Index evaluates how well workforce optimization products and vendors match buyers’ needs.  In our newly released 2015 Workforce Optimization Value Index the top vendors are Verint and VPI, both rated Hot, followed by five other Hot vendors: NICE Systems, OnviSource, Aspect, Calabrio and Envision. The overall scores place all seven Hot vendors within four percentage points of each other, and only a further three percentage points separate the three Warm vendors – Genesys, KnoahSoft and Interactive Intelligence. The closeness of the scoring suggests that this is a mature market and in most respects vendors support much the same features.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

ManyWho Brings New Approach to Workflow and Business Efficiency

Posted by Ventana Research on Jan 12, 2015 9:52:02 AM

ManyWho was launched in May 2013 by two former Salesforce.com executives, Dave Norris and Steve Wood. They branded it the Cloud Workflow Company, It offers an innovative approach that allows organizations to create workflows, automatically convert them into business applications and run the apps on multiple types of devices. The key to its success lies in the second and third steps, which differentiate ManyWho from most other business process optimization vendors; the process maps that users produce are not static representations of how business processes should work but instead become apps that monitor what is happening and enable the next step in completing the process.

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Topics: Customer Experience, Operational Performance Management (OPM), Self-service, Business Collaboration, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM)

Salesforce Innovates in Customer Engagement

Posted by Ventana Research on Jan 8, 2015 7:06:47 AM

When Salesforce.com began in 1999 its stated intent was “to reinvent CRM in the cloud.” In 15 years, the company has achieved much more than that, having a major impact on the way IT systems are delivered: Large numbers of vendors have followed its example to provide cloud-based systems. It added a platform as a cloud – a software development environment in the cloud – to its portfolio, introduced an apps store where many vendors sell their products and services, moved into social and mobile computing, and expanded CRM in the cloud to marketing, sales and service clouds. And it continues to innovate in the fast-changing business software market.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Speech Analytics, Self-service, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics

Interactive Intelligence Innovates in the Cloud for Contact Centers

Posted by Ventana Research on Dec 26, 2014 7:31:43 AM

Interactive Intelligence is a well-established supplier of contact center systems and just celebrated its 20th anniversary. Customer Interaction Center (CIC) is its on-premises product, which provides integrated management of multiple communication channels and supports a high degree of customization. Communications as a Service (CaaS) is a virtual private cloud (for single tenants) version of CIC and as such offers less potential for customization. Recently Interactive Intelligence released PureCloud, an innovative cloud-based service that is available through Amazon Web Services.

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Topics: Big Data, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Self-service, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

InContact Advances Workforce Optimization for Contact Centers

Posted by Richard Snow on May 29, 2014 10:11:49 AM

InContact has cloud-based products that cover multichannel communications infrastructure (sometimes referred to as a “contact center in the cloud”) and workforce optimization. The channel management products were developed by inContact and through a partnership with Verint. InContact has been working to make Verint’s workforce optimization products available in the cloud while integrating the two sets of products. I met Kristyn Emenecker, inContact’s VP of workforce optimization, at the recent ICMI Contact Center Expo to find out how the recent announcement that it has acquired Uptivity, which also provides workforce optimization products in the cloud, will impact that partnership and the future direction for the products.

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Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Workforce Force Optimization

NICE Delivers Customer Interactions with Next Generation Workforce Optimization

Posted by Richard Snow on Apr 3, 2014 9:17:43 AM

In my research of NICE Systems for several years I have remarked often that its biggest challenge is to integrate all the products that now make up its Customer Interaction Management suite. Through acquisitions, in-house development and partnerships, this suite has grown to include interaction recording, quality management, workforce management, incentive management, interaction analytics, performance management, real-time guidance, customer feedback management, mobile access and Web-based customer service. The company still offers each of these applications separately, but increasingly NICE bundles selected products into what it calls “solution suites” for uses such as workforce optimization. It also configures these suites to meet specific business needs such as voice of the customer and operational efficiency. These bundles require integration, common administration and management capabilities, as well as standardization of the user interface. My latest briefing by NICE executives showed the company moving in these directions but still having more to do to meet the expectations of a new generation of users. Successfully integrating applications to become business-related solutions is critical according to our benchmark research into next-generation workforce optimization, in which nearly half (48%) of participants said that integration is very important; analysis show that they want systems to be easier to use, to provide a better user experience, to be less error-prone and to connect processes such as customer feedback and workforce optimization. Version 6 of NICE Customer Interaction Management moves in this direction, with an integrated portal into performance management, workforce management and contact management, unified administration capabilities and enhancements to the user interface.

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Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Workforce Force Optimization

Customer Analytics Research Reveals Required Capabilities for Software

Posted by Richard Snow on Mar 29, 2014 9:52:42 AM

Our recently released research into next-generation customer analytics shows that the most participants (52%) use spreadsheets as a customer analytics tool. I recently wrote that while these popular tools are adequate for some tasks, they are not suitable for analyzing large volumes and many types of customer data. So I think it is appropriate that one in four (26%) participants have adopted a dedicated customer analytics tool and a further 29 percent are planning to invest in such a tool in the next 24 months.

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Topics: Social Media, Customer Analytics, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Information Applications (IA), Information Management (IM), IT Performance Management (ITPM), Text Analytics

Salesforce.com Continues Move to be Platform Provider

Posted by Richard Snow on Feb 27, 2014 9:51:16 AM

Salesforce.com began with a simple message: On-premises CRM has come to the end of its useful life, and the way forward is cloud-based CRM. I have written several times that the company has won this argument, and my research into contact center in the cloud confirms this: 63 percent of participating organizations said that adopting systems in the cloud is one of the key ways to improve customer engagement. Furthermore, this vendor’s success pressurized  many other companies to move into the cloud, and not just for CRM. Salesforce.com itself expanded from cloud-based CRM to create clouds for sales, marketing and service.. This transition continued in the middle of last year when it surprised the market by announcing it would add a development platform in the cloud to provide tools for creating mobile apps. To further these aims, it recently announced the first release of Salesforce1 Service Cloud, calling it the “Service Platform for the Internet of Customers.” I had several questions about what this really means going into a recent briefing.

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

The Future of Customer Engagement Is Complicated

Posted by Richard Snow on Jan 31, 2014 8:59:49 AM

In my benchmark research into next-generation customer engagement three-quarters (77%) of participating companies said it is necessary to improve the way they engage with customers. The main drivers for doing that are to improve the customer experience (74%) and improve customer service (70%). However, neither is an easy task because companies now have to support more channels of communication, and more customer interactions are handled by multiple business units within the organization. The combined impact of this complexity can be inconsistent responses that depend largely on which channel the customer uses and which person handles the interaction. This is situation is likely to get worse as customers continue to use existing channels but increasingly add new means of engagement such as mobile apps, voice-activated applications and social media posts.

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