Richard Snow's Analyst Perspectives

NICE Integrates Cloud Platform for Customer Engagement

Posted by Richard Snow on Aug 28, 2017 9:17:28 AM

Our benchmark research over the last couple of years confirms what we all instinctively know: Consumers engage with each other and organizations using an increasing number of engagement channels. Indeed, our latest research into the next-generation contact center in the cloud shows the average number of channels organizations now support has grown to almost eight. The same research confirms that organizations now realize the way to compete is to match or exceed customer expectations regarding how these interactions are handled. Summing these expectations up, customer engagement must be easy, personalized, in-context and above all consistent across all channels.

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

Aspect Software Makes Progress with New Customer Engagement Center

Posted by Richard Snow on Aug 2, 2017 8:56:10 AM

Not many years ago, building and running a contact center was a complex task. Organizations typically had to license all the systems they required (most of them proprietary and on-premises), customize them to meet their requirements and integrate them into a workable architecture. But beyond all the systems issues, the key to running the center was forecasting the right number of skilled agents that would be needed to handle expected interaction patterns and then routing calls to the most skilled agent for that specific interaction.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Billing and Recurring Revenue, Workforce Optimization, Digital transformation

RingCentral Integrates Contact Center and Unified Communications

Posted by Richard Snow on Aug 2, 2017 8:40:08 AM

Customer engagement is undergoing its biggest transformation in decades. Consumers now use a significantly greater number and variety of channels to engage with organizations – everything from phone, email and the corporate website to social media, text messaging, chat, mobile apps and video. This is forcing organizations to change in order not to miss out on business opportunities.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Billing and Recurring Revenue, Workforce Optimization, Digital transformation

Technology Improves Customer Experience: Does Yours?

Posted by Richard Snow on Jun 29, 2017 10:11:46 AM

Our benchmark research into next-generation customer engagement finds that three-quarters (77%) of organizations participating in the research said  it is very important to improve the way they engage with customers. The two main drivers behind this are improving the customer experience (cited by 74%) and im­proving performance of the custo­mer service organization (70%). This is important because most companies said their customers have good experiences, but only one-third said that experience is excellent.

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Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Cloud Computing, Collaboration, Customer Service, Internet of Things, Contact Center, digital technology, Robotic Process Automation, Workforce Optimization

ResponseTek Makes Customer Experience Management Simple and Sophisticated

Posted by Ventana Research on Oct 8, 2015 11:46:04 PM

ResponseTek is a software vendor whose platform and services help companies collect and act on feedback from their customers. It supports a closed-loop process that collects feedback, analyzes it, provides customizable reports and analysis dependent on the user, and most importantly enables taking action based on the information. This allows companies to understand product and service issues, customer sentiment, intentions, and likely behaviors, and where necessary ensures the most appropriate actions are taken.

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Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Customer Performance Management (CPM), Text Analytics

Calabrio Supercharges Workforce Optimization with Analytics for Customer Engagement

Posted by Ventana Research on Sep 17, 2015 9:03:44 AM

Calabrio is a vendor of workforce optimization software whose core product is Calabrio ONE. It includes the common workforce optimization applications: call recording, quality management, workforce management and analytics. The company is rated Hot in our 2015 Workforce Optimization Value Index, and its product suite is the highest rated in the Usability category. Since our assessment, each of the modules has undergone upgrades, Calabrio has introduced more cloud-based services, and its analytics has undergone extensive changes to support customer experience management. The aim of these enhancements is to provide a single view of the customer that includes customer interactions across all channels, help companies streamline processes through workflow and automation, support more users and provide more deployment options. The Calabrio ONE Cloud Edition supports the full suite in a multitenant environment and is scalable to support companies of all sizes. It also enables users to store data, such as call recordings, in cloud-based services such as Amazon Web Services. I have reviewed these enhancements and note the most significant changes.

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Topics: Customer Feedback Management, Business Analytics, Cloud Computing, Call Center, Customer Performance Management (CPM)

NICE Delivers Customer Journey Maps for Customer Engagement

Posted by Ventana Research on Sep 3, 2015 8:56:38 AM

Through a continuing program of acquisitions and internal development, NICE Systems has transitioned from being a vendor of workforce optimization systems to one focused on aspects of the customer experience, notably voice of the customer (VOC), customer engagement analytics and customer journey mapping. It is also moving to cloud-based services from products installed on customers’ premises and is taking a business-solution approach (providing previously integrated and configured products that address specific business issues) rather than general-purpose products. All of these changes are evident in its latest services, which link VOC, real-time journey mapping and predictive analytics to address common customer service and engagement issues. The foundation for these packages are products I have previously covered – Fizzback for multichannel customer surveying and feedback analysis and Causata for a big data analytics platform that includes predictive analytics capabilities – along with its own customer engagement analytics platform, which can link customer data from disparate sources. The result, for example, is that journey maps can show all interactions on all channels a customer uses to try to resolve issues, including the customer sentiment at each touch point and the outcome of the journey.

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Topics: Customer Feedback Management, Business Analytics, Business Collaboration, Cloud Computing, Call Center, Customer Performance Management (CPM)

Corvisa Brings New Generation of Contact Center Communications in the Cloud

Posted by Ventana Research on Jun 12, 2015 2:32:58 AM

Contact centers in the cloud are increasingly popular alternatives to managing them on a company’s own premises. Running many business applications on hardware owned and managed by a third party is relatively straightforward and requires less support internally. Also the payment model changes from a license to a recurring fee, and typically the vendor provides updates as part of the fee. The challenge with placing a contact center in the cloud is that it is not a single system or even a collection of similar systems. The center includes infrastructure systems to manage communication channels, a network to support telephone extensions and access points to business applications, specialist systems such as routing and IVR, business applications (such as ERP, CRM and workforce management) and performance management and analytics systems; increasingly the contact center has to support mobile and social media as well. Moving all these to the cloud in an integrated manner is a complex task.

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Topics: Customer Feedback Management, Business Collaboration, Cloud Computing, Call Center, Customer Performance Management (CPM)

Salesforce Helps Companies Innovate in Customer Management

Posted by Ventana Research on Jun 4, 2015 8:19:48 PM

In recent years I have tracked Salesforce, its product development and its announcements. Despite having grown into a giant corporation, it continues to introduce innovations. At a recent analyst day in the U.K., I followed up on the company’s overall direction, some key product developments and a new service to help drive adoption of innovative customer-related processes. Salesforce’s primary aim is to help organizations market and sell to, service, engage with and know their customers through innovative processes and cloud-based systems. To support these efforts, it has made significant updates to its marketing, service community and analytics clouds. For example, it has added Marketing Cloud Predictive Decisions to its Marketing Cloud. The new module enables marketers to apply analytics to a range of customer-related data to gain a more complete picture of their customers and from it build more personalized marketing messages and campaigns. Business users can set up their own analytics, determine next best actions and deliver marketing messages and dialogues through multiple communication channels. Predictive Decisions helps transform marketing’s approach from general one-off marketing campaigns to one-to-one, personalized dialogues through channels that individuals prefer. On another front, the company has enhanced its Service Cloud with Service Cloud Intelligence Engine. This product also runs across multiple channels. It dynamically pushes work to the right employee, based on the skill set required to handle the task and the history of the request, and at the same time it distributes and manages the workload across employees who handle customer interactions. Analytics here provides an enhanced view of customers so that dialogues concerning a case can be viewed and preserved across all channels. In other developments Community Cloud has been enhanced to expand the range of expert groups to engage, deliver customer self-service as part of a community, and do this on smart mobile devices. Analytics Cloud now can ingest larger volumes and types of customer-related data, including interaction data. It enables both business users and analysts to use a wider range of data sources to find answers to specific questions, also on mobile devices. It also includes capabilities for developers to build specific analytic apps for targeted business uses. My colleague has assessed the product in Salesforce Analytics Cloud Delivers Wave of Elegant Dashboards. All of these developments and existing capabilities have been brought together on what Salesforce calls the Customer Success Platform. It is built on the company’s cloud infrastructure, and as well as its own cloud-based apps, it includes all the partner apps available on the Salesforce app store. A “scalable metadata platform” glues everything together. It includes data and objects, a mobile user interface, collaboration tools, analytics, workflow and identity management. Enhancements  enable developers to build mobile apps for both customers and employees more easily. In the pipeline are capabilities to use wearable technology to collect and display data. Salesforce’s efforts to help companies “do business in a new way” reflect challenges that many companies encounter in trying to serve customers more effectively. Our research into next-generation customer engagement shows that the three most common challenges are integrating systems (49%), managing communication challenges in a unified way and not as silos (47%) and inconsistent responses and information in customer interactions (33%).  My research and customer case studies lead me to conclude that changing processes is the biggest challenge. To meet this challenge Salesforce has introduced a consulting program called Ignite. This collaborative consulting service aims to help organizations design their customer management vision and execution roadmap. It is comprised of four steps: discovery, inspiration and design, prototyping and iteration and doing it. Discovery uses joint workshops and interviews with key stakeholders to introduce the program and its objectives, gain buy-in and discover the current state. Inspiration and design is another series of joint workshops to develop ideas and envision the desired state. Prototyping and iteration uses the new ideas to develop prototypes of how the new vision can be delivered. The “do” step presents and demonstrates the prototypes to stakeholders and develops a value statement and an implementation plan so the business can decide the way forward. Overall this seems to be a fairly typical consulting service that focuses on customer engagement and associated processes, systems and metrics, but it is deliberately collaborative and tailored around Salesforce applications and tools. The main innovation I see is that it is designed to uncover new ways of working that organizations may not have considered. Business, especially around customer engagement, is changing more rapidly than ever, and it is hard for organizations to keep up with technology developments and learn how to gain maximum benefit from them. Ignite should help Salesforce customers identify how they can improve customer management and introduce new approaches to keep ahead of the competition. The Salesforce Customer Success Platform is a comprehensive package of systems that focus on customer management processes, underpinned by improved integration, analytics and collaborative capabilities. Our research consistently finds that most companies are still relatively immature in the use of people, processes, information and systems for customer management. I therefore recommend companies seeking to survive and prosper in today’s highly competitive markets assess how the Salesforce products and service can help.

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Topics: Customer Feedback Management, Business Analytics, Business Collaboration, Cloud Computing, Call Center, Customer Performance Management (CPM)

Genesys Advances Omnichannel Experience for Customer Engagement

Posted by Ventana Research on May 20, 2015 11:15:09 PM

I recently wrote about six technologies that can help companies deliver experiences that live up to their customers’ expectations: an integrated multichannel infrastructure, analytics, a smart agent desktop, business applications such as workforce management and knowledge management, collaboration and mobile apps. They should be closely integrated to simplify system administration, to support processes that have been disconnected because they required multiple systems and to be easy to use. In my experience few vendors provide systems that meet all these goals so I was keen to learn about the latest version of the Genesys Customer Experience Platform which was the recipient of 2014 Ventana Research T Technology Innovation award for contact center in its works with IBM Watson Engagement Advisor.

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Topics: Customer Feedback Management, Business Analytics, Cloud Computing, Call Center, Customer Performance Management (CPM)