Richard Snow's Analyst Perspectives

Uptivity Launches Gamification Capabilities for Workforces

Posted by Richard Snow on Jan 27, 2014 9:26:32 AM

I am not comfortable with the term “gamification” used in the context of business applications. It sounds as if employees are officially allowed to play games while working and thus take their attention away from the task at hand, which in a contact center is serving customers. So I was skeptical when Uptivity recently wanted to brief me about gamification capabilities it recently announced for its suite of workforce optimization products. I was doubtful that gamification will help companies in their quest to optimize performance from their contact center agents.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Self-service, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization

Customer Engagement in 2014: Agenda for Delivering Best Customer Experience

Posted by Richard Snow on Jan 15, 2014 9:54:16 AM

In 2013 we continued to see change in the contact center, customer service and customer experience markets: Consumers’ communication habits continued to evolve, more business units outside the traditional contact center became involved in handling interactions, software vendors continued to come up with new technologies, and cloud computing, mobility, big data, collaboration, social media and analytics all had a big impact on the ways users access and consume software. Many of these trends surfaced in my benchmark research on next-generation workforce optimization and next-generation customer engagement. Overall my research shows that organizations are slowly maturing in terms of the people, processes, information and technology they use to support customer engagement and related customer-facing activities. However, it also shows that many of the old issues have not gone away and that companies still have work to do to meet customer expectations and achieve their business goals.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Self-service, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, Unified Communications, Workforce Force Optimization

Verint Doubles Down on Customer Engagement with Acquisition of KANA

Posted by Richard Snow on Jan 10, 2014 8:52:45 AM

Verint recently announced a definitive agreement to acquire KANA Software. Its goal, in the words of the press release, is to “transform the way organizations engage with their customers.” Customer engagement and customer experience management have become the topics of many conversations in my research area, so I wanted to understand the substance behind this move.

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

Enkata Launches Action Center for Optimizing Employee Performance

Posted by Richard Snow on Sep 9, 2013 9:43:08 AM

Enkata, as I wrote not long ago is continuing to expand the range and capabilities of its products for optimizing employee actions while maintaining a firm foothold in analytics for the contact center and agents. Its latest release, Action Center, maintains this position with a focus on improving employee performance.

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Topics: Customer Analytics, Customer Experience, Operational Performance Management (OPM), Speech Analytics, Enkata, Analytics, Business Analytics, Cloud Computing, Customer Service, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

Alteryx Advances the Process of Customer Analytics

Posted by Richard Snow on Aug 28, 2013 11:44:42 PM

The market for customer analytics continues to grow as organizations realize the current competencies and technology are not aligned to the priority of providing the best possible customer experience through supporting business processes. At the same time those organizations that have invested and continue to improve in this area are taking advantage of why I call a new generation of customer analytics. As I research into technology to support customer analytics, I had a chance to assess the work done by a business analytics software provider called Alteryx. My colleague Tony Cosentino who is the research director of our business analytics efforts recently wrote an analysis of Alteryx, but I wasn’t familiar with the company until my own briefing about its customer analytics focus. For the technical aspects of the product, you can consult Tony’s analysis, but I want to discuss several key points that came up during my briefing.

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Topics: Social Media, alteryx, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Cloud Computing, Collaboration, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

NICE Systems Acquires Causata to Optimize Customer Analytics

Posted by Richard Snow on Aug 19, 2013 7:55:25 AM

NICE Systems is well known in the contact center market for its suite of workforce optimization products. However, over the past several months it has gradually been expanding out of the pure-play contact center market into back-office and mobile applications, as well as the broader market of customer interaction handling. My research on the contact center in the cloud shows that customer interaction processes are getting more complex as customers demand faster, more personalized responses, interactions occur through more communication channels, and more lines of business are involved with interaction handling. My recent benchmark research shows that companies are becoming increasingly reliant on analytics to monitor and assess how well they are performing these critical tasks and in what areas they need to improve.

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Topics: Social Media, Customer Analytics, Customer Experience, NICE Systems, Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Business Intelligence, Cloud Computing, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics

Verint Brings New Business Solutions to Optimize Customer Relationships

Posted by Richard Snow on Aug 15, 2013 10:34:04 AM

Earlier this year I wrote that Verint Systems, which makes workforce optimization and analytics products for customer engagement, has changed its focus from individual product capabilities to packaged business solutions that include specifically configured versions of its products. The first of those was real-time personalized guidance; it uses several of the company’s Impact 360 workforce optimization products to guide agents in real time as they handle customer interactions. I wrote at the time I was expecting more of these from Verint, and now it has brought out three additional solutions, which I learned about during a recent briefing.

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Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Analytics, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Verint, Workforce Force Optimization

Enkata Optimizes Claims Processing

Posted by Richard Snow on Jul 20, 2013 9:44:50 AM

Enkata used to focus its products on improving agent performance in the contact center. It has gradually expanded that focus to include improving the performance of workers in the back office, an effort that has culminated in a suite of products that help companies improve processing of healthcare claims.

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Topics: Customer Experience, Operational Performance Management (OPM), Enkata, Business Analytics, Business Intelligence, Call Center, Contact Center, Customer Performance Management (CPM), Desktop Analytics, Workforce Force Optimization

IBM Improving the Science to Apply Business Analytics for Better Customer Engagement

Posted by Richard Snow on Jul 3, 2013 2:53:12 PM

I recently wrote how IBM is making customer analytics smarter. Since then IBM has run events in North America and Europe to demonstrate how it is continuing these efforts and expanding into other areas. Outside of the customer space you can read how my colleagues assess its efforts: Mark Smith discusses HR, Robert Kugel sees its impact on business overall, and Tony Cosentino addresses it in IT. Our research My focus remains the customer and I have learned more about what IBM is doing in social media, identity reconciliation, visualization, mobile apps and big data.

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Topics: Social Media, Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, Mobile Apps, Self-service, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, IBM, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, IBM Watson, Text Analytics

SAS Aligns Marketing and Customer Intelligence

Posted by Richard Snow on Jun 16, 2013 10:10:50 PM

I recently attended SAS’s European analyst event, where I went to focus on new developments around customer intelligence, an application of big data that SAS includes in its high-performance analytics and visual analytics. SAS offers an amazing number and range of products that is hard to keep track of, so I was glad to get a sense that now it is focusing more on business solutions built with data visualization and discovery, big data, data management, cloud computing, marketing analytics (which appears to be the new branding for customer intelligence) and enterprise decision management. It appears that the European event followed closely the lines of the U.S. event my colleague Mark Smith attended; he offers an analysis of the company’s wider messages.

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Topics: SAS, Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Self-service, Analytics, Business Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization