Ventana Research Analyst Perspectives

Industry Changes Shake Up Customer Experience Management

Posted by Ventana Research on Oct 14, 2016 9:52:49 AM

I have been involved in the call center and customer engagement market for more than 25 years, first as a consultant and systems integrator and for the past 11 years as an industry analyst. There have been lots of changes in that time but never as many as in the last 12 to 18 months. A simple illustration of the change is how I group vendors.

Read More

Topics: Big Data, Social Media, Mobile Technology, Call Center, Contact Center, Customer Experience M, Customer Performance, Business Analytics, Cloud Computing

Value Index Analysis Finds Workforce Optimization Market Mature

Posted by Ventana Research on Sep 21, 2016 3:06:47 AM

Ventana Research has published its Workforce Optimization 2016 Value Index. The Value Index provides a comprehensive evaluation of contact center workforce optimization vendors based on responses to our RFP-like questionnaire, which was constructed using insights gained from our recent benchmark research into workforce optimization and our knowledge of the market. In our definition workforce optimization systems include interaction recording, agent quality management, workforce management, agent compensation management, training and coaching, and interaction-handling analytics. The research shows that organizations have deployed many of these applications and by doing so have achieved efficiencies in handling interactions, improved outcomes of those interactions and improved both customer and employee satisfaction.

Read More

Topics: Mobile Technology, Call Center, Contact Center, Customer Experience M, Customer Performance, Cloud Computing

Get to Know Enterprise Spreadsheets to Improve Business Effectiveness

Posted by Ventana Research on Sep 21, 2016 12:20:41 AM

Ventana Research coined the term “enterprise spreadsheet” in 2004 to describe a variety of software applications that add a desktop spreadsheet’s user interface (usually that of Microsoft Excel) to components that address the issues that arise when desktop spreadsheets are used in repetitive, collaborative enterprise processes. Enterprise spreadsheets are designed to provide the best of both worlds in that they offer the ease of use and flexibility of desktop spreadsheets while overcoming their defects – chiefly inability to maintain data integrity, lack of referential integrity and dimensionality, absence of workflow and process controls, limited security and access controls as well as poor auditability. All of these issues can cause serious problems for business use, which I’ll discuss below.

Read More

Topics: Sales Performance, Supply Chain Performance, Customer Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Information Management, Financial Performance Management (FPM), Analytics, benchmark, enterprise spreadsheet, Fina

Verint Adds Robotic Process Automation to Its Portfolio

Posted by Ventana Research on Sep 9, 2016 9:22:45 AM

Verint is an established vendor of workforce optimization products that was the top-ranked vendor in our 2015 Workforce optimization Value Index. However, like many other large vendors in this category, its product portfolio and capabilities extend beyond workforce optimization; indeed, from a glance at its home page it is not immediately obvious that workforce optimization is a main part of its portfolio. The portfolio includes actionable intelligence, customer engagement optimization, security intelligence, and fraud prevention, risk management and compliance. Workforce optimization is a key component of customer engagement optimization, as are process automation and an employee desktop system, both of which can make interaction handling and associated processes more efficient. Recently the company announced two new products that enhance these capabilities: Verint Robotic Process Automation and Verint Process Assistant.

Read More

Topics: Call Center, Contact Center, Customer Experience M, Customer Performance, Operational Performance

Five9 Contact Center System Provides Omnichannel Customer Experiences

Posted by Ventana Research on Sep 1, 2016 9:59:09 AM

Five9 provides contact center in the cloud systems. Its Virtual Contact Center is essentially communication infrastructure software deployed through cloud computing. At the heart of its products is cloud-based telephony software that replaces on-premises ACD and PBX technology. The software connects to public telephone systems and helps users receive, make and manage telephone calls while maintaining high voice quality. Being cloud-based provides a range of advantages: It opens up use of the systems by organizations of all sizes, requires fewer skilled resources than on-premises for implementation and administration, eases integration of the systems, provides flexibility and scalability, changes the cost model and above allows organizations to transition to omnichannel engagement that is consistent across all channels and touch points.

Read More

Topics: Call Center, Contact Center, Customer Experience M, Customer Performance