Richard Snow's Analyst Perspectives

InContact Advances Workforce Optimization for Contact Centers

Posted by Richard Snow on May 29, 2014 10:11:49 AM

InContact has cloud-based products that cover multichannel communications infrastructure (sometimes referred to as a “contact center in the cloud”) and workforce optimization. The channel management products were developed by inContact and through a partnership with Verint. InContact has been working to make Verint’s workforce optimization products available in the cloud while integrating the two sets of products. I met Kristyn Emenecker, inContact’s VP of workforce optimization, at the recent ICMI Contact Center Expo to find out how the recent announcement that it has acquired Uptivity, which also provides workforce optimization products in the cloud, will impact that partnership and the future direction for the products.

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Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Workforce Force Optimization

Contact Center Expo 2014 Highlights Cloud Computing and Customer Experience

Posted by Richard Snow on May 15, 2014 9:36:11 AM

I recently presented at the 2014 ICMI Contact Center Expo and Conference and have a few insights I want to share. I was impressed by the two main keynote speeches. In the first Bill Rancic, an entrepreneur, author and TV personality, talked about “How to Succeed in Business and Life.” Bill is not in the contact center industry, but he reminded the audience that individuals and companies that succeed in life and business grab opportunities when they come along. He went on to say that consumers (which includes you and me) are changing the ways we conduct our lives and the ways we engage with each other and with businesses. As we all know, use of mobile devices has rocketed, as has use of the Internet and social media, and as a result people are less inclined to talk to each other directly, choosing instead to text, post comments to social media or use the increasing number of mobile applications available; when we do talk, it is now increasingly likely to include video. This change creates opportunity for companies; those that meet expectations about communicating in these ways can grab the attention of customers and generate more business. I couldn’t agree more, having written about these changes myself. Consumers have already made these changes, and companies need to act now to grab the opportunities.

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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, 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

NICE Delivers Customer Interactions with Next Generation Workforce Optimization

Posted by Richard Snow on Apr 3, 2014 9:17:43 AM

In my research of NICE Systems for several years I have remarked often that its biggest challenge is to integrate all the products that now make up its Customer Interaction Management suite. Through acquisitions, in-house development and partnerships, this suite has grown to include interaction recording, quality management, workforce management, incentive management, interaction analytics, performance management, real-time guidance, customer feedback management, mobile access and Web-based customer service. The company still offers each of these applications separately, but increasingly NICE bundles selected products into what it calls “solution suites” for uses such as workforce optimization. It also configures these suites to meet specific business needs such as voice of the customer and operational efficiency. These bundles require integration, common administration and management capabilities, as well as standardization of the user interface. My latest briefing by NICE executives showed the company moving in these directions but still having more to do to meet the expectations of a new generation of users. Successfully integrating applications to become business-related solutions is critical according to our benchmark research into next-generation workforce optimization, in which nearly half (48%) of participants said that integration is very important; analysis show that they want systems to be easier to use, to provide a better user experience, to be less error-prone and to connect processes such as customer feedback and workforce optimization. Version 6 of NICE Customer Interaction Management moves in this direction, with an integrated portal into performance management, workforce management and contact management, unified administration capabilities and enhancements to the user interface.

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Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Workforce Force Optimization

Customer Analytics Research Reveals Required Capabilities for Software

Posted by Richard Snow on Mar 29, 2014 9:52:42 AM

Our recently released research into next-generation customer analytics shows that the most participants (52%) use spreadsheets as a customer analytics tool. I recently wrote that while these popular tools are adequate for some tasks, they are not suitable for analyzing large volumes and many types of customer data. So I think it is appropriate that one in four (26%) participants have adopted a dedicated customer analytics tool and a further 29 percent are planning to invest in such a tool in the next 24 months.

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Topics: Social Media, Customer Analytics, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Information Applications (IA), Information Management (IM), IT Performance Management (ITPM), Text Analytics

Confirmit Advances Social Analytics for Voice of Customer

Posted by Richard Snow on Mar 26, 2014 11:08:14 AM

The last time I reviewed Confirmit it had just acquired CustomerSat and was re-engineering its products to support a broader approach to voice of the customer (VOC), which Ventana Research defines as a complete view of customer interactions, customer sentiments after interactions and the outcomes of those interactions. During my latest briefing, I found out that the new architecture will be available in version 18 of the product, which Confirmit recently announced as generally available. Confirmit also recently announced the acquisition of Integrasco for social and text analytics and says it intends to have those products at least partly integrated into the core product during the second quarter of this year.

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Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Text Analytics, Unified Communications

Interactive Intelligence Advances Contact Center Software Portfolio

Posted by Richard Snow on Mar 20, 2014 9:22:43 PM

Building a contact center is growing in complexity as companies struggle to support customers’ ever-higher expectations. Customers now insist on engaging with companies through the channel of their choice, often from a mobile device, and at a time of their choosing. If they interact with a person, they expect that person to have the social and technical skills to resolve their issues quickly and effectively. If they use any form of self-service, they expect the technology to help rather get in the way of speaking with a person. And of course many disgruntled customers don’t hesitate to publish their views on social media.

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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 Analytics Deserve More Than Spreadsheets

Posted by Richard Snow on Mar 7, 2014 8:24:32 AM

I recently completed two closely related benchmark research reports, on next-generation customer engagement and next-generation customer analytics. The  research on customer engagement shows that companies on average engage with customers through seven or eight communication channels and that almost every business unit except IT engages with customers. To provide customers with personalized, in-context and consistent experiences across these channels, companies need an up-to-date, complete view of their customers that gives those who interact with them the information they need to decide how to respond. However, the customer analytics research shows that the majority of companies don’t have access to such information and analysis. The most common analytics tool for more than half of companies is spreadsheets in 52 percent of organizations. Although spreadsheets meet individual users’ needs for ad-hoc analysis, they are inadequate for enterprise processes such as customer analytics. Almost three-fifths (57%) of companies in the research said that using spreadsheets makes it difficult to produce accurate and timely customer analysis.

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Topics: Customer Analytics, Customer Experience, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Governance, Risk & Compliance (GRC), Business Performance Management (BPM), Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Desktop Analytics, Information Management (IM), Text Analytics

Envision Takes Workforce Optimization to the Cloud

Posted by Richard Snow on Jan 28, 2014 11:41:08 PM

Envision has carved out a slice of the workforce optimization market by offering its suite of products as cloud-based services. In addition to core products such as interaction recording, quality assurance, workforce management, training, coaching and agent analytics, it offers speech and desktop analytics and customer feedback management through surveys and our part of my research agenda. Our last Value Index shows that this is a highly competitive market, and my benchmark research on next-generation workforce optimization reveals that various segments of the market such as call recording and quality management have high levels of penetration. I was therefore keen to understand where Envision’s latest release, Click2Coach Cloud, fits in this market.

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Topics: Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Workforce Force Optimization

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