Ventana Research Analyst Perspectives

Agent Desktop Management in 2013 Is Hot for Improving Customer Experience

Posted by Richard Snow on Aug 13, 2013 10:30:45 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: Salesforce.com, Customer Experience Management, NICE Systems, Cincom, Genesys, Jacada, Kana, Operational Performance, Cloud Computing, Customer & Contact Center, Customer Service, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, Upstream Works, Altitude software. Cicero, OpenSpan