Ventana Research Analyst Perspectives

NICE inContact is Exemplary and Overall Value Index Leader in Contact Center in the Cloud

Posted by Keith Dawson on Jun 11, 2021 3:00:00 AM

We are happy to share some insights about NICE drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Domo Rated Exemplary and Collaborative Leader in 2021 Value Index on Analytics and Data

Posted by David Menninger on Jun 10, 2021 3:00:00 AM

We are happy to share some insights about Domo drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Read More

Topics: embedded analytics, Analytics, Business Intelligence, Collaboration, Data Governance, Data Preparation, Information Management, Data, natural language processing, AI and Machine Learning

The Value Index for Contact Center in the Cloud: Classification and Rating of 14 Vendors

Posted by Keith Dawson on Jun 10, 2021 3:00:00 AM

I am happy to share insights gleaned from our latest Value Index research, an assessment of how well vendors’ offerings meet buyers’ requirements. The Ventana Research Value Index: Contact Center in the Cloud 2021 is the distillation of a year of market and product research by Ventana Research. Drawing on our Benchmark Research, we apply a structured methodology built on evaluation categories that reflect the real-world criteria incorporated in a request for proposal to cloud contact center vendors. Using this methodology, we evaluated vendor submissions in seven categories: five relevant to the product experience ﹘ adaptability, capability, manageability, reliability and usability ﹘ and two related to the customer experience ﹘ TCO/ROI and vendor validation. I encourage you to learn more about our Value Index and its effectiveness as a vendor selection and RFI/RFP tool.

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

Oracle Earns Innovative Vendor Rating in 2021 Analytics and Data Value Index

Posted by David Menninger on Jun 9, 2021 3:00:00 AM

We are happy to share some insights about Oracle Analytics Cloud drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Read More

Topics: embedded analytics, Analytics, Business Intelligence, Collaboration, Data Governance, Data Preparation, Information Management, Data, AI and Machine Learning

The Market for Contact Center in the Cloud Software

Posted by Keith Dawson on Jun 9, 2021 3:00:00 AM

Having just completed the 2021 Ventana Research Value Index for Contact Center in the Cloud, I want to share some of my observations about how the market has advanced since our assessment three years ago. The trend towards cloud deployment for contact center infrastructure has accelerated, partly (but not exclusively) due to the urgency of the 2020 pandemic. CCaaS has been generally accepted as a safe, reliable alternative to premises-based ACDs that also has benefits in cost-control, scalability and rapid technical innovation. There is a consensus within the industry that CCaaS will soon become the dominant deployment mode, with premises tools reserved for niche applications. Vendors report that the majority of their new customers are cloud-focused.

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management