Ventana Research Analyst Perspectives

NICE inContact Leads the Pack in Contact Center in Cloud Value Index

Posted by Mark Smith on Oct 22, 2018 6:00:00 AM

I am happy to share some insight on NICE inContact drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated NICE inContact and 12 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and data derived from our benchmark research on contact centers in the cloud.

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Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization

Salesforce Brings Conversation and Customer Experience to the Forefront

Posted by Mark Smith on Oct 16, 2018 9:00:00 AM

Dreamforce has become the largest enterprise software event for businesses in the United States, and it is evident why when looking at it this year. With over 170,000 business and IT professionals attending, Salesforce came to show off upcoming product announcements and innovations. This year's biggest focus was on Einstein Voice (a personalized and intelligent conversational assistant), integration with other platforms, and Salesforce Customer 360. The last of these is the start of an answer to a problem we have well documented; businesses struggle getting a full view of the customer and provide a frictionless response to issues and interactions. For the full breakdown of Dreamforce 2018, and my analysis of all the largest announcements, watch my hot take video.

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Topics: Customer Experience, digital technology, Digital Marketing, Marketing, Voice of the Customer, AI, Machine Learning, natural language processing, SPM, Sales Performance Management, Robotic Process Automation, CRM, Salesforce.com, Dreamforce

2018 Value Index for Contact Center in the Cloud Vendor Ratings

Posted by Mark Smith on Oct 15, 2018 6:00:00 AM

I am happy to share some insights gleaned from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. Drawing on our benchmark research, we utilize a structured research methodology with evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal to vendors in contact centers in the cloud. Using this methodology, we evaluated vendor submissions in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). This research-based index is the first such industry undertaking to assess the full business value of software designed for enabling a contact center in the cloud. You can learn more about our Value Index as an effective vendor selection and RFI/RFP tool at https://www.ventanaresearch.com/value-indexes/inclusion.

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Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization

Real Estate Isn’t Just a Fixed Cost

Posted by Robert Kugel on Oct 12, 2018 6:00:00 AM

Financial analysts typically classify real estate as a fixed cost. Strictly speaking, that’s correct, but looking at it this way leads many organizations to overlook opportunities to more carefully manage their real estate and other occupancy expenses. The changes in lease accounting that are going into effect have caused some organizations to reexamine their leasing policies and how they organize their lease accounting processes. They should take an even broader approach and consider ways to improve how they manage those leases.

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Topics: Office of Finance, Continuous Planning, ERP and Continuous Accounting, Financial Performance Management, Operations & Supply Chain, Lease Accounting, Accounting, IFRS16, ASC842

Supercharging Customer Experiences Through Contact Centers in the Cloud

Posted by Mark Smith on Oct 11, 2018 6:00:00 AM

An intensified focus on the customer is driving the trend toward enabling omnichannel support in contact centers, our benchmark research on contact centers in the cloud has found. In my last analyst perspective I highlighted some key benefits of a contact center in the cloud. In this perspective, I want to elaborate on the finding that only about one-third (35%) of organizations participating in our benchmark research said their customers are satisfied with the way interactions are handled. Far more (47%) said their customers are only somewhat satisfied, which may not be good enough in a fiercely competitive marketplace. Not surprisingly, improving the customer's experience is the most common motivator (cited by 82%) for change in the technology being used.

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Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization