Richard Snow's Analyst Perspectives

VPI Extends into Multi-channel Analytics

Posted by Richard Snow on Sep 26, 2012 9:37:35 AM

Voice Print International recently announced it has selected Hewlett-Packard’s Autonomy to deliver speech and multi-channel analytics. This news means VPI joins a small group of vendors that can provide a view of customer interactions across multiple communication channels, which is of growing importance to companies. My research into the contact center in the cloud shows that companies now support an average of four to five channels of interaction with customers. Without a multi-channel view they are in danger of upsetting customers but not knowing what customers have tried before. The core challenge is that many interactions are either in the form of call recordings or text (email messages, forms, letters, chat and web scripts, and social media). Companies that cannot process all of these forms of data are left with an incomplete view.

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

SAS Expands Business Relevance in Using Analytics

Posted by Richard Snow on Jun 18, 2012 12:22:12 PM

After the SAS analyst event last year, I wrote that it is hard to keep track of everything SAS has to offer because it had so many products and developments in the pipeline. Back from this year’s event, I can report that 2011 was successful, its revenue and worldwide presence are up, and SAS continues to expand its channels to market. On top of everything I saw last year even more products and developments are in the pipeline, but the theme and focus remain the same: enabling business analytics.

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Topics: Business Analytics, Cloud Computing, Contact Center Analytics, Customer Analytics, Customer Data Management, Customer Performance Management (CPM), Desktop Analytics, Governance, Risk & Compliance (GRC), Management, Predictive Analytics, Social Media, Speech Analytics, Text Analytics, Vendor(s), Voice of the Customer, Customer Experience, Analytics, Business Intelligence