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

Salesforce.com Is Full of Surprises

Posted by Richard Snow on Jul 10, 2013 8:58:11 AM

Anyone who follows salesforce.com is used to surprises, but over the last couple of months the company has come up with some that go beyond the usual. It rebranded the recent user conference in London as a customer company event. This follows from changing its messaging to urge every company to become a customer company not a social company. The event itself was everything we have come to expect, using an array of customer case studies to show how salesforce.com’s products help companies innovate and be successful, and a large partner and product showcase to prove how many products and partners salesforce now has. The real surprises were tucked away in meetings arranged for the many analysts present.

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Topics: Sales, Social Media, Customer Experience, Operational Performance Management (OPM), Social CRM, Voice of the Customer, Mobile Apps, Self-service, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Information Applications (IA), Sales Performance Management (SPM)

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

Barriers to Omnichannel Customer Communications

Posted by Richard Snow on Jun 11, 2013 10:52:11 AM

In never ceases to amaze me, the number of new terms and acronyms the contact center market generates. Just as everyone is getting used to the fact that customers interact with companies through multiple communication channels (multichannel for short), someone invents the term omnichannel and we all have to get our heads around what this means. My research into the contact center in the cloud shows that companies now support on average nearly five communication channels, and although the traditional channels are still the most common, as the chart shows, there are signs that new channels such as chat (used by 37%), social media (29%), text messaging (22%) and video (5%) are on the increase.

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Topics: Social Media, Customer Experience, Operational Performance Management (OPM), Social CRM, Voice of the Customer, Echopass, Enghouse interactive, Five9, LiveOps, Mobile Apps, NewVoicemedia, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Interactive Intelligence, Sales Performance Management (SPM), Unified Communications

IBM Watson Engagement Advisor for Smarter Customer Service

Posted by Richard Snow on May 25, 2013 10:55:01 PM

Recently my colleague Mark Smith wrote about the IBM Watson platform. Mark is our expert on technically complex subjects like IBM Watson and‎ cognitive computing and the value it can provide to organizations and wrote an educational white paper on the topic. In fact IBM Watson was awarded the 2012 Ventana Research Technology Innovation Award. I focus on the customer and the customer experience, but I became engaged with the launch of the IBM Watson Engagement Advisor, which uncannily brings the two together.

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Topics: Social Media, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Mobile Apps, Self-service, Cloud Computing, Customer Service, IBM, Business Performance Management (BPM), Call Center, Cognitive Computing, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), IBM Watson, Text Analytics

Interactive Intelligence Reveals Ambitious Plans for Customer Service

Posted by Richard Snow on May 20, 2013 10:10:22 AM

At its recent user conference, Interactions 2013, Interactive Intelligence (Nasdqaq: ININ) showcased its extensive product portfolio and its ambitious plans to improve the products both technically and functionally. I have written more than once about the complexities of building a contact center, which is getting even more complex as companies begin to support more channels of interaction as inbound ones are distributed around the organization including sales (59%), marketing (46%) and CRM team (41%) and distribute to many different contact center sites according to our customer relationship maturity research. To keep up with developments, I divide contact center systems and applications into five groups:

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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, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Interactive Intelligence, Sales Performance Management (SPM), Text Analytics, Unified Communications, Workforce Force Optimization

NICE Systems Leading Change at Interactions 2013

Posted by Richard Snow on May 1, 2013 11:34:13 AM

I recently attended NICE Systems’ annual user conference, this year called Interactions 2013. In discussions of its different products and latest releases and testimonials from selected clients, I was surprised by how the messages were packaged. NICE has a long history of acquiring companies, and it has let many of them continue to operate as autonomous lines of business. Often there was minimal integration with other NICE products, a variety of user interfaces, no common software administration tools. In my opinion this policy prevented it from taking advantage of having a suite of products focused on handling customer interactions. At the conference, Zeevi Bregman, CEO and President, positioned NICE as supporting three lines of business: interaction management, fraud and compliance, and security. He explained at length how the three are inextricably linked, tying fraud and compliance and security to interaction management and customer service. Fraud and compliance is linked to customer service because market segments such as banking have to ensure that the customer service they provide conforms to legislative requirements, and security is an increasing part of knowing customers and ensuring the safety of their information. Other executives also stressed these themes.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, NICE Systems, Operational Performance Management (OPM), 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