Richard Snow's Analyst Perspectives

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.

Read More

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

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.

Read More

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

SAP Diversifies into Contact Center and Communications Technology Market

Posted by Richard Snow on Apr 28, 2011 1:37:40 PM

Most people associate SAP with enterprise software: ERP, CRM and more recently with business analytics and business intelligence. The majority also see the company as committed to providing these as on-premises applications and having only begun its presence in cloud computing for business applications. But there’s more to the story, as I recently discovered. With its Business Communications Management (BCM) software SAP has quietly diversified into the contact center market, while at the same time increasing its presence in the cloud.

Read More

Topics: SAP, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Voice of the Customer, Analytics, Business Analytics, Business Intelligence, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM), Unified Communications

It’s Time for the Contact Center To Change

Posted by Richard Snow on Apr 26, 2011 4:07:13 PM

Twenty years ago, when I began consulting in the contact center industry, building a call center was a hard, resource-consuming task. Just to begin handling calls required purchasing lots of proprietary equipment, such as PBXs and automatic call distributors (ACDs), as well as software for computer/telephony integration (CTI) and business applications such as case management and CRM – and then spending a lot of time and effort integrating them. Lots of tasks were managed using spreadsheets, and if you wanted anything more than the basic reports available from your PBX/ACD supplier, you would have to budget a great deal more money. Right from those early days, call center managers focused on efficiency and relied on basic metrics such as queue lengths, average call-handling time, hold times and call transfers.

Read More

Topics: Predictive Analytics, SAP, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, InContact, LiveOps, Analytics, Cloud Computing, 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 Management, Workforce Performance Management (WPM), Contactual