Richard Snow's Analyst Perspectives

LiveOps Empowers Contact Center in the Cloud

Posted by Richard Snow on Nov 28, 2015 9:05:18 PM

Founded in 2000, LiveOps has evolved a unique two-sided business model. On one side is LiveOps Agents on Demand,  an Uber-like business in which home-based workers sign-up as LiveOps agents, and the company uses them to provide outsourced contact center services. This model enables LiveOps to provide flexible levels of service; customers can scale up and down as needed while the provider is able to manage agent numbers cost-effectively. The agents use the LiveOps Cloud Contact Center platform; in this way the company can test its system and use these agents’ experiences to improve the platform as used on the other side of the business. I have previously covered their focus on contact centers in LiveOps Improves the Agent Experience. LiveOps reports revenues growing on both sides and being able to expand its cloud contact center business globally.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics

Infor Makes Customer Experience Management Simpler for Marketing

Posted by Richard Snow on Dec 27, 2013 8:18:49 AM

I recently wrote that Infor aims to reinvent business applications and its new developments make it a vendor to watch. I was therefore intrigued to have a demonstration of its latest marketing products, Infor Epiphany and Infor Orbis Marketing Resource Management. These are grouped on its website under customer relationship management, and I don’t usually spend much time on this category of products since for my research it is too inwardly focused and doesn’t impact the customer experience a great deal. However this briefing showed that for Infor it is not that simple.

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Topics: Social Media, Customer Experience, Social CRM, Cloud Computing, Collaboration, Customer Service, Uncategorized, Call Center, Contact Center, CRM

Salesforce.com and the Big Picture from Dreamforce

Posted by Richard Snow on Sep 2, 2011 12:53:56 PM

Even here in the U.K., we are well aware that Salesforce.com’s annual event Dreamforce is happening this week in San Francisco. Unfortunately I couldn’t be there, but a contingent of the Ventana Research team is there, and from what they are telling me it is quite a show. I have written before that Salesforce has the best marketing machine in the world, let alone the software industry, and it seems to have topped previous events. The company undoubtedly has changed the way many companies think about software, forced many vendors to change their delivery models and is impacting the way consumers think about communicating and running their lives. But let me make a few long-range observations.

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Topics: Predictive Analytics, Sales, Salesforce.com, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

Verint Adds New Dimension to Contact Center Analytics

Posted by Richard Snow on Dec 13, 2010 5:22:34 PM

One of the problems in the contact center and IT worlds is that terms mean different things to different people. Take “contact center” for example. The meaning was clear when it was just the call center because people knew it was a place that centralized the handling of customer phone calls. It became the virtual call center when calls were distributed over multiple sites. Then it became the contact center because some companies started to ask agents (a term that is interchanged with customer service representative, customer service agent and the like) to handle forms of interaction other than calls – e-mail, letters, chat and others. Now “center” has lost relevance as interactions are handled by the “best” person in an organization, whether in a formal center or working at home; indeed the agent may be in-company or working for a third party that provides outsourced interaction-handling services. This situation makes the term “contact center analytics” imprecise because what is really required is interaction-handling analytics.

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Topics: Customer Experience, Cloud Computing, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Verint

NICE Systems Rebrands Smart Desktop for Agents

Posted by Richard Snow on Dec 9, 2010 5:37:54 PM

A few weeks back I wrote about how NICE Systems was venturing into the back office and my surprise that the core smart desktop product it had acquired with eglue, while a key part of this initiative, seemed to have disappeared as a stand-alone offering. Since then NICE has corrected my impression, pointing out that the product is still available in pretty much the same form as always. The problem is that you have to look hard to find it because it has been renamed Real-Time Process Optimization. If you follow this link, you won’t see confirmation that this really is the eglue product, but I assure you it is.

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Topics: Customer Experience, NICE Systems, Uncategorized, Call Center, Contact Center, CRM