Ventana Research Analyst Perspectives

Cisco Advances Customer Interactions and Collaboration in Contact Center

Posted by Richard Snow on Feb 21, 2013 10:07:53 AM

Cisco is without doubt best known as a supplier of networking systems. Its products have been used by companies large and small to build local and wide area networks. It has played in the contact center space as a provider of network and call management systems that sit between public networks and contact center agents to manage the delivery of interactions to the right extensions and provide agents with softphones so they can manage inbound and outbound calls. These systems were designed to operate in a multi-supplier environment so companies could build contact centers that made use of existing ACD and PBX systems. Cisco’s go-to-market strategy has been primarily indirect, and it has therefore built up a vast ecosystems of partners that sell, deliver and support its systems.

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Topics: Sales Performance, Social Media, Customer Experience Management, Logitech, Mobile apps, Operational Performance, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Agent Performance Management, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Unified Communications, Social, UpstreamWorks, Workforce Force Optimization

Optimizing the Customer Experience Requires Dedication

Posted by Richard Snow on Jul 18, 2011 12:21:19 PM

In my research area, a lot is said and written these days about optimizing the customer experience. Some say it is done by improving key performance metrics such as customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES). Others say customer experience management (CEM) is the “new CRM”; some think it is part of a multichannel service strategy, and for others it is as simple as managing social media. In my view it takes all of these, and other efforts, to optimize the customer experience, and thus it is difficult for companies to achieve. Customer experience management is the practice of managing the effectiveness of customer interactions so the outcome meets the customer’s and the company’s expectations. In any case, the key question is how companies achieve this goal. 

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, Cicero, Cincom, MarketTools, ResponseTek, Operational Performance, 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, Confirmit, OpenSpan, UpstreamWorks, Verint