Richard Snow's Analyst Perspectives

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

Genesys Advances Engagement and Optimization of Customers

Posted by Richard Snow on Apr 11, 2017 9:22:15 AM

In tracking Genesys for several years I have seen it grow through a series of product developments and acquisitions – from predominantly selling call routing and computer/telephony integration (CTI) software to providing a suite of products that manage inbound and outbound, assisted and digital channels of customer engagement. Continuing this expansion Genesys recently acquired Interactive Intelligence and Silver Lining. These new assets signal another round of transformation as the company builds support for what I call a customer experience hub – a combination of products to support all aspects of enterprise-wide customer engagement.

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Topics: Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Collaboration, Internet of Things, Mobile, digital technology, Analytics, Office of Finance, Cloud Computing

NICE and the Customer Experience Platform

Posted by Richard Snow on Mar 22, 2017 7:50:26 AM

In tracking NICE for a decade I have seen the company grow, through a series of acquisitions and product developments, from a vendor largely of workforce management systems to one that offers a full suite of workforce optimization products. It is now advancing what I call a customer experience platform that builds on top of my last coverage of it advancing its efforts. This includes systems to manage assisted channels of engagement (primarily the telephone), digital channels of engagement, workforce optimization, advanced analytics and tight integration with business applications such as CRM. NICE is on the road to building such a platform using existing and newly developed products and those that it recently acquired from Nexidia and inContact. It will take time before a fully integrated platform is available, but the company has already taken steps toward this goal.

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Topics: Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, CRM, digital technology, Analytics, Big Data, Mobile Technology, Cloud Computing, Collaboration

New Customer and Contact Center Technology at Call Centre Expo

Posted by Richard Snow on Oct 15, 2011 3:33:16 AM

I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase.

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Topics: and Verint, Business Mobility, Call Center, Cisco, Cloud Computing, Contact Center, Contact Center Analytics, CRM, cTalk Ltd, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Enghouse interactive, Enkata, Genesys, Interactive Intelligence, NewVoicemedia, Nexidia, Noble Systems, Operational Performance Management (OPM), Predictive Analytics, SAP, ShoreTel, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics, digital technology, Call Copy