Services for Organizations

Using our research, best practices and expertise, we help you understand how to optimize your business processes using applications, information and technology. We provide advisory, education, and assessment services to rapidly identify and prioritize areas for improvement and perform vendor selection

Consulting & Strategy Sessions

Ventana On Demand

    Services for Investment Firms

    We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

    Consulting & Strategy Sessions

    Ventana On Demand

      Services for Technology Vendors

      We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

      Analyst Relations

      Demand Generation

      Product Marketing

      Market Coverage

      Request a Briefing


        Ventana Research Analyst Perspectives

        << Back to Blog Index

        VPI Extends into Multi-channel Analytics

        Voice Print International recently announced it has selected Hewlett-Packard’s Autonomy to deliver speech and multi-channel analytics. This news means VPI joins a small group of vendors that can provide a view of customer interactions across multiple communication channels, which is of growing importance to companies. My research into the contact center in the cloud shows that companies now support an average of four to five channels of interaction with customers. Without a multi-channel view they are in danger of upsetting customers but not knowing what customers have tried before. The core challenge is that many interactions are either in the form of call recordings or text (email messages, forms, letters, chat and web scripts, and social media). Companies that cannot process all of these forms of data are left with an incomplete view.

        VPI had previously worked with another partner, but wanted a solution that let them embed the partner’s product into its product and use it to process the basic data and integrate the results with its existing analysis and reporting engine. The Autonomy IDOL product fit the bill better than any other that VPI could identify.

        Version 10 of IDOL is a software platform that, through a series of connectors, can extract information from unstructured data such as text and speech. It can recognize patterns within the data and so allows users to gain insight into the content beyond just extracting basic content, and it does this in multiple languages. VPI takes IDOL’s output and combines it with data from other sources, such as CRM, ERP and knowledge management software. Using other tools, such as desktop analytics, it integrates the data to provide insights into customer interactions across multiple channels.

        This announcement represents HP delivering on one its promises post its acquisition of Autonomy to use the product to deliver customer sentiment analysis. HP is not known as a player in the contact center or customer management space so this announcement represents a significant step into this space. It also raises the profile of Autonomy, which has been quite quiet since the acquisition.

        Multi-channel analytics has become a hot topic as companies begin using multiple channels regularly. Companies need to know what channels customers are using and how they are skipping across channels to try to resolve issues. The partnership between VPI and HP promises to deliver on these requirements, which makes it a solution companies should consider as they try to improve multi-channel customer engagement.

        Regards,

        Richard J. Snow

        VP & Research Director

        Authors:

        Ventana Research

        Ventana Research, now part of Information Services Group (ISG), is the most authoritative and respected market research and advisory services firm focused on improving business outcomes through optimal use of people, processes, information and technology. Since our beginning, our goal has been to provide insight and expert guidance on mainstream and disruptive technologies. In short, we want to help you become smarter and find the most relevant technology to accelerate your organization's goals.

        JOIN OUR COMMUNITY

        Our Analyst Perspective Policy

        • Ventana Research’s Analyst Perspectives are fact-based analysis and guidance on business, industry and technology vendor trends. Each Analyst Perspective presents the view of the analyst who is an established subject matter expert on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity and reviewed to ensure it delivers reliable and actionable insights. It is reviewed and edited by research management and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Analyst Perspective before it is published. If you have any issue with an Analyst Perspective, please email them to ChiefResearchOfficer@ventanaresearch.com

        View Policy

        Our Analysts

        Subscribe to Email Updates

        Posts by Month

        see all

        Posts by Topic

        see all


        Analyst Perspectives Archive

        See All