Ventana Research Analyst Perspectives

VPI Extends into Multi-channel Analytics

Posted by Richard Snow on Sep 26, 2012 9:37:28 AM

Voice Print International recently announced it has selected Hewlett-Packard’s Autonomy to deliver speech and multi-channel analytics. This news means VPI joins a small group of vendors that can provide a view of customer interactions across multiple communication channels, which is of growing importance to companies. My research into the contact center in the cloud shows that companies now support an average of four to five channels of interaction with customers. Without a multi-channel view they are in danger of upsetting customers but not knowing what customers have tried before. The core challenge is that many interactions are either in the form of call recordings or text (email messages, forms, letters, chat and web scripts, and social media). Companies that cannot process all of these forms of data are left with an incomplete view.

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Topics: Customer Analytics, Customer Experience Management, Speech Analytics, Voice of the Customer, VPI, Autonomy (an HP company), Management, Business Analytics, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics