Richard Snow's Analyst Perspectives

Corvisa Cloud Provides Communications Management in the Cloud

Posted by Richard Snow on Sep 5, 2013 9:13:33 AM

Our benchmark research on the contact center in the cloud shows that today organizations have to support more channels of interaction with their customers in order to provide superior customer service. This places pressure on companies to find systems that provide integrated management of communications channels at affordable prices, are easily managed and accessible with the skills their employees have, and above all meet the needs of the business.

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Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, Corvisa Cloud, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Salesforce.com, Customer Experience

Agent Desktop Management in 2013 Is Hot for Improving Customer Experience

Posted by Richard Snow on Aug 13, 2013 10:31:46 AM

Ventana Research has just released its 2013 Value Index for Agent Desktop Management, in which we evaluate the competency and maturity of vendors and products that support the management of the desktop systems that agents use to handle customer interactions. Our firm has researched this software category for many years, and our benchmark research into customer service and the agent desktop shows the impact the agent desktop has on agent satisfaction and efficiency and the business outcome of such interactions. Because of its increasing importance, we have taken agent desktop management out of our Customer Experience Value Index and created a separate category for it.

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Topics: Call Center, Cincom, Cloud Computing, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Customer Service, Genesys, Jacada, Kana, NICE Systems, OpenSpan, Operational Performance Management (OPM), Salesforce.com, Upstream Works, Customer Experience, Analytics

Salesforce.com Prepares Marketing for the Future

Posted by Richard Snow on Apr 10, 2013 12:12:21 PM

At the beginning of the year I wrote analyst perspective outlining why I think Salesforce.com is a vendor to watch during 2013. I followed this up with a post noting that Salesforce has shifted its headline messaging from becoming the “collaborative company” to becoming the “customer company” – a message that resonates better with me. During a recent analyst event, the theme of becoming a customer company remained the main message, but this time the emphasis moved to marketing, as the presenters dug deeper into Marketing Cloud which the company is moving further away from traditional marketing systems than Sales Cloud and Service Cloud are from sales and service.

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Topics: Business Analytics, Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Sales Performance Management (SPM), Salesforce.com, Social CRM, Social Media, Voice of the Customer, Customer Experience, Analytics

Salesforce.com Helping Organizations Achieve Customer Excellence

Posted by Richard Snow on Mar 12, 2013 10:46:04 AM

I recently wrote that Salesforce.com was a vendor to watch during 2013, and during a recent briefing I heard more messages that support this view. First there was confirmation about financials. Even though the company is only 14 years old and the overall economy is not exactly booming, revenues for 2012 were up 35 percent to $3.05 billion, with Europe matching this with a 37 percent year-on-year growth. This not only shows the company is here to stay, but that the cloud is now well and truly established as a delivery model.

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Topics: Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Operational Performance Management (OPM), Sales Performance Management (SPM), Salesforce.com, Social CRM, Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Customer Experience, Analytics

NewVoiceMedia Expands Globally to Advance Contact Center in the Cloud

Posted by Richard Snow on Feb 1, 2013 6:48:05 AM

NewVoiceMedia recently announced it has raised $20 million of investment funds to aid its expansion overseas, including offices in North America. The company was founded in the UK in 2000 and originally offered telephony and call management in the cloud. It now has a close partnership with Salesforce.com, which has allowed it to expand into a multichannel contact center in the cloud. During the last 12 years it has achieved considerable success, both financially and in acquiring prestigious clients, mostly in the UK. Old instincts die hard, and even though the company’s services and support are accessible anywhere, potential customers still like to see support available in their country. This latest round of funding will allow NewVoiceMedia to make a serious attack on the American market.

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Topics: Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Mobile Apps, NewVoicemedia, Salesforce.com, Social CRM, Social Media, Customer Experience

2013 Vendor to Watch – Salesforce.com

Posted by Richard Snow on Jan 3, 2013 11:35:49 AM

It’s hard to believe that Salesforce.com was launched only 14 years ago. It has since grown into a multi-billion-dollar company that has changed the way companies source software. Back in the early days its two primary messages were “the end of on-premises software” and “a new era of CRM in the cloud.” Today the first message seems to have softened somewhat, with its own website talking about products and applications, and of course many companies still use traditional on-premise applications. As my research shows, companies are not so concerned about the specifics of “SaaS,” “hosted” or “cloud” but are more focused on usability, functionality, security, scalability, integration, performance and of course cost. They are also increasingly concerned about finding the skills necessary to deploy and operate the applications they need to support their businesses. When you add these all up, off-premises really comes into its own. My research into the contact center in the cloud shows that CRM leads the way in adoption in the cloud, with communications in the cloud (systems to manage the delivery of multichannel customer interactions) following closely behind.

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Topics: Business Analytics, Business Collaboration, Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Mobile Apps, Salesforce.com, Social CRM, Social Media, Voice of the Customer, Customer Experience, Analytics

SAP Launches SAP 360 Customer – New Offering but Old Mission

Posted by Richard Snow on Nov 27, 2012 9:52:46 AM

Over the last few weeks SAP has run several events for both customers and the analyst community to herald the launch of SAP 360 Customer in an attempt to regain ground in the CRM market and convince everyone that it has sorted out its cloud, mobile and collaboration strategy. One of the main user events was Sapphire NOW in Madrid earlier this month. From reports that I have seen, it seems that customers at that conference were far from convinced – and if customers are not convinced then prospects are likely to be even less convinced.

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Topics: Business Collaboration, Cloud Computing, Collaboration, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Mobile Apps, Sales Performance Management (SPM), Salesforce.com, SAP, Social CRM, Social Media, Voice of the Customer, Customer Experience, Analytics

Vocalcom Supports Contact Center in the Cloud

Posted by Richard Snow on Nov 13, 2012 10:51:49 AM

Vocalcom is one of the up-and-coming names in the contact center market. Founded in 1995, it is headquartered in France but has a worldwide presence, with 4,500 customers and more than half a million users of its services. It may not be as well-known as other companies in the same space because many of the customers are in southern Europe, and a high percentage are outsourcers who use its services to provide contact center services based on its platform. It offers what I call multichannel contact center interaction management in the cloud – what some term “communications in the cloud.” A full contact center consists of the systems to manage multiple communication channels, systems to manage agent performance, business application such as CRM, and analytics. Vocalcom’s strength is in the former, along with integration tools that support interfaces with business applications and analytics that focus on interaction performance.

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Topics: Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Mobile Apps, Salesforce.com, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Vocalcom, Voice of the Customer, Customer Experience, Analytics

Genesys Advances Customer Service to the Cloud

Posted by Richard Snow on Sep 19, 2012 10:44:49 AM

In what will no doubt be one of a host of announcements coming out of Dreamforce, Genesys announced a new set of cloud-based services especially for Salesforce.com customers. Genesys is a well-known brand in the contact center market, but it has undergone significant change of late and is now an independent company in charge of its own destiny. This announcement demonstrates that it intends to become more responsive to market trends – and it probably can’t do better than to team up with Salesforce.com, which will provide huge amounts of marketing clout. Salesforce itself has become a major brand in the contact center space with Service Cloud, as my research into the adoption of cloud-based contact centers shows.

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Topics: Call Center, Cloud Computing, Contact Center, CRM, Customer Performance Management (CPM), Customer Service, Genesys, Salesforce.com, Unified Communications, Voice of the Customer, Customer Experience, Analytics

Salesforce.com Advances Customer Interaction

Posted by Richard Snow on Aug 2, 2012 10:53:08 AM

Since it was founded in 1999, salesforce.com has been driving other vendors and end-user organizations to rethink how they supply and purchase software. The company has grown from being a supplier of CRM in the cloud to a vendor with diverse offerings that include a development platform, an app exchange, platforms that support marketing, sales and customer service, knowledge management, desktop technology, collaboration, website development, social media support and analytics. Along the way it has also become a powerful marketing machine – which sometimes gets in the way of understanding just what its products do and don’t do, and where they all fit. This obfuscation also extends to its extensive range of partners, where again it is sometimes hard to know who it deals with and how.

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Topics: Business Collaboration, Call Center, Cisco, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Performance Management (CPM), Customer Service, Interactive Intelligence, LiveOps, NewVoicemedia, Salesforce.com, Social CRM, Social Media, Speech Analytics, Text Analytics, Vocalcom, Voice of the Customer, Customer Experience, Analytics