Ventana Research Analyst Perspectives

NICE and the Customer Experience Platform

Posted by Richard Snow on Mar 22, 2017 7:50:20 AM

In tracking NICE for a decade I have seen the company grow, through a series of acquisitions and product developments, from a vendor largely of workforce management systems to one that offers a full suite of workforce optimization products. It is now advancing what I call a customer experience platform that builds on top of my last coverage of it advancing its efforts. This includes systems to manage assisted channels of engagement (primarily the telephone), digital channels of engagement, workforce optimization, advanced analytics and tight integration with business applications such as CRM. NICE is on the road to building such a platform using existing and newly developed products and those that it recently acquired from Nexidia and inContact. It will take time before a fully integrated platform is available, but the company has already taken steps toward this goal.

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Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience, Mobile Technology, cloud computing, Analytics, Customer Service, Contact Center, CRM, workforce optimization, digital technology, Collaboration for Business

ShoreTel Offers Communications and Contact Centers

Posted by Richard Snow on Mar 16, 2017 9:45:50 AM

Until recently most organizations deployed systems on their own premises to build communications and contact center infrastructures, which often required them to integrate products from several vendors. In the past few years many vendors have moved their systems to the cloud, and others have begun as cloud-based suppliers. This trend has opened up the opportunity for more organizations to take advantage of modern communication systems and contact centers. Using the cloud for either, or both can save money and resources, reduce risk, and make available more integrated, multi-channel systems.  While the adoption of such systems has undoubtedly increased and is likely to continue to do so, our benchmark research into next-generation contact centers in the cloud finds that many organizations still prefer to remain on premises, and adoption of cloud-based systems occurs on a case-by-case basis. In addition, many organizations look for vendors that support multiple models so they have the option of starting out using one model but transitioning later to another, including to a hybrid model in which some systems are on-premises and others are cloud-based..

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Topics: Big Data, Mobile, Customer Analytics, Customer Engagement, Customer Experience, Machine Learning, Wearable Computing, cloud computing, Business Intelligence, Collaboration, Internet of Things, Contact Center, workforce optimization, analytics, Digital Commerce, Subscription Billing

Zendesk Puts Real Meaning Back into CRM

Posted by Richard Snow on Feb 22, 2017 6:20:47 AM

One of the first applications I learned about in the contact center market was customer relationship management (CRM). The core capabilities of a CRM system were to manage customer data, marketing campaigns, sales opportunities and service requests. Vendors also touted them as the source for a comprehensive “360 degree” view of the customer, which they could never actually deliver because they did not include customer financial data, interaction histories or customer sentiment in the form of feedback. In any case CRM applications became integral to contact centers as a source of information to answer customer queries, but in reality they did little to actually manage the customer relationship, which was a factor in why they gained a bad reputation. Over time, many vendors adopted a different approach and broke the CRM category into marketing, sales and service clouds, which although they include additional capabilities basically do the same thing, with one big drawback – customer data is managed in three different systems, reducing the availability of a single source of customer data even further.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Contact Center, workforce optimization, Digital Commerce

Customer Experience Research Agenda for 2017

Posted by Richard Snow on Feb 14, 2017 5:33:01 AM

In 2016 Ventana Research saw a significant shift in the customer engagement and contact center software markets. Our benchmark research into the next-generation contact center in the cloud shows that for 70 percent of companies, customer experience is and will be an important way of competing; the largest growth in ways of competing is to introduce digital self-service, which will increase by 12 percent. To support those changes, organizations have introduced more channels of engagement, to the extent that our research shows the average has grown to eight channels. Our benchmark research into next-generation customer engagement shows that in nearly half (47%) of organizations these channels are managed as silos, which indicates that most organizations still operate multiple channels rather than supporting omnichannel engagement. The next-generation contact center research confirms that customer engagement is an enterprise-wide issue but one-third (33%) of companies struggle to provide consistent responses across touch points.

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Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, cloud computing, Collaboration, Customer Service, Internet of Things, Contact Center, workforce optimization, analytics, Billing and Recurring Revenue

Teleopti Targets Workforce Management for Contact Centers

Posted by Richard Snow on Jan 18, 2017 12:25:49 AM

Our benchmark research into the next-generation contact center in the cloud shows that the telephone and other nondigital communication channels are far from obsolete: Participating organizations expect growth in all channels. As a consequence, contact centers are likely to remain a key channel to handle customer interactions, and it is likely that contact center agents will have to handle multiple forms of interactions, which are likely to be more complex. The research also shows that interactions are increasingly being handed by all business groups, not just the contact center. To meet these demanding customer expectations, organizations must continue to carefully manage the availability of skilled resources to handle these interactions.

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Topics: Customer Experience, Contact Center, workforce optimization