Ventana Research Analyst Perspectives

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

Embracing New Channels Through Contact Center and Cloud Computing

Posted by Mark Smith on Oct 8, 2018 6:00:00 AM

To remain competitive, organizations must deliver the best possible customer experience through all channels of engagement. One technological approach to accomplish this is to enable a contact center to handle all the channels through which customer interactions with the organization are routed and acted upon. The contact center continues to need to handle telephony, of course, as this remains a channel that carries a significant portion of interactions. But new channels continue to be added to the interaction mix. With the advent of cloud computing, enabling systems and technologies to be managed on the Internet rather than on the premises of an organization, contact centers can be established and interaction channels can be added and configured far more easily.

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

The Market of Data at Strata

Posted by David Menninger on Oct 5, 2018 11:31:50 AM

In 2017 Strata + Hadoop World was changed to the Strata Data Conference. As I pointed out in my coverage of last year’s event, the focus was largely on machine learning and artificial intelligence (AI). That theme continued this year, but my impression of the event was of a community looking to get value out of data regardless of the technology being used to manage that data. The change was subtle: The location was the same; the exhibitors were largely the same; attendance was similar this year and last. But there was no particular vendor or technology dominating the event.

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Topics: Analytics, Business Intelligence, data science, Big Data, Data Integration, Data Governance, Data Preparation, Information Optimization, Machine Learning, digital technology, Machine Learning and Cognitive Computing