Richard Snow's Analyst Perspectives

OpenConnect Enables Process Improvement

Posted by Richard Snow on Aug 11, 2011 11:29:10 AM

It has taken me a long time to recognize that companies function through a series of processes, mostly executed by people (employees) and supported by information and systems. I was familiar with process maps that show activities happening in sequence and branches caused by certain conditions, but these were mainly paper exercises; my working assumption was that people “just get on with things.” But looking closely reveals that getting on with things happens in processes. To help make this clear, OpenConnect provides a product designed to create process visibility of activities, variances and metrics, with the goal of improving performance.  

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Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, OpenConnect, Operational Performance Management (OPM), Predictive Analytics, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Customer Experience, Analytics