Ventana Research Analyst Perspectives

mplsystems Offers Array of Customer Experience Support for Contact Centers

Posted by Richard Snow on Jan 3, 2016 10:46:14 PM

Based in the U.K., mplsystems is a relatively small vendor of contact center in the cloud systems, having fewer than 200 employees, but it has a distinct portfolio of products. Its core product, intelligentContact, is designed for omnichannel customer engagement. Its two other products, Customer Service CRM and Field Service Management, are not typically supported by other vendors in this space. As I dug deeper into the component parts of each of these products, I found other capabilities that also are not normally offered by contact center in the cloud vendors.

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Topics: Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Engagement, Customer Performance, Customer Service, Mobile Technology, Speech Analytics, Text Analytics, Uncategorized, Voice of the Customer, Customer Experience

IBM Redesigns Cognos to Improve User Experience and Self-Service

Posted by Ventana Research on Jan 3, 2016 10:00:25 PM

IBM redesigned its business intelligence platform, now called IBM Cognos Analytics. Expected to be released by the end of 2015, the new version includes features to help end users model their own data without IT assistance while maintaining the centralized governance and security that the platform already has. Our benchmark research into information optimization shows that simplifying access to information is important to virtually all (97%) participating organizations, but it also finds that only one in four (25%) are satisfied with their current software for doing that. Simplification is a major theme of the IBM Cognos redesign.

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Topics: Analytics, Big Data, Business Analytics, Business Intelligence, Business Performance, Cognos, cognos analytics, Governance, Risk & Compliance (GRC), Information Management, Information Optimization, Mobile Technology, Operational Intelligence, Operational Performance, Risk & Compliance (GRC), Uncategorized, Visualization, Wearable Computing, Watson