Despite the recession, 2012 was a busy year in the contact center, customer service and customer experience markets. Ventana Research completed four benchmark research studies into customer relationship maturity, contact center in the cloud, customer feedback management and agent desktop. Overall these show that organizations are slowly maturing in the processes, people, information and technology they use to support customer-facing activities. However, they also show many of the old issues...
Read More
Topics:
Social Media,
Customer Analytics,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Mobile Apps,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Workforce Force Optimization
Businesses always see a lag between when technology makes some advance possible and when a majority of companies actually adopt it. There’s even a longer lag between the emergence of an advance in a business process or technique and the time it takes to become mainstream. When we write our research agendas at the top of each year, we have to strike a balance between focusing on the new and different, which is still many years away from general acceptance, and the mainstream, which has been...
Read More
Topics:
Big Data,
Planning,
Predictive Analytics,
Sales Performance,
Governance,
GRC,
Office of Finance,
Budgeting,
close,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Business Performance,
CIO,
Cloud Computing,
Financial Performance,
Governance, Risk & Compliance (GRC),
In-memory,
Workforce Performance,
CFO,
Risk,
CEO,
Financial Performance Management,
FPM
In early 2012 I wrote a blog post about how Verint was overcoming some of its product integration issues by using an information-driven approach that allows users to drill down from key performance metrics into underlying application data. The latest version of its Impact 360 Workforce Optimization suite extends this approach and supports a flow of data between applications and workflows that enables cross-application processes. The suite of products includes interaction recording, workforce...
Read More
Topics:
Customer Analytics,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Analytics,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Verint,
Workforce Force Optimization
Revolution Analytics is a commercial provider of software and services related to enterprise implementations of the open source language R. At its base level, R is a programming language built by statisticians for statistical analysis, data mining and predictive analytics. In a broader sense, it is data analysis software used by data scientists to access data, develop and perform statistical modeling and visualize data. The R community has a growing user base of more than two million worldwide,...
Read More
Topics:
Big Data,
SAS,
IT Performance,
Operational Performance,
Business Analytics,
Business Intelligence,
Business Performance,
Cloud Computing,
Information Management,
Operational Intelligence,
SPSS
In today’s competitive markets, many organizations recognize that customer service represents an opportunity to differentiate themselves from their competition. However, our research into the agent desktop shows that providing excellent customer service is a real challenge in many areas, starting with managing the channels of communication required to offer customers a choice in how they interact with the company. My research into customer and contact centers shows that over the last 18 months,...
Read More
Topics:
Sales Performance,
Customer Analytics,
Customer Experience,
Voice of the Customer,
Operational Performance,
Analytics,
Business Performance,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM
Happy New Year to all my readers and followers. I hope everyone has gotten some rest and is ready for a great 2013. 2012 was a busy year in which we saw a critical inflection point, where an elevated focus on new methods and innovative technological approaches such as big data, business analytics, business and social collaboration, cloud computing, mobile technology and social media become part of the mainstream business and IT dialogue. These technologies are beginning to be part of or...
Read More
Topics:
Big Data,
Sales Performance,
Social Media,
Supply Chain Performance,
Market Research,
Mobile Technology,
Social Collaboration,
IT Performance,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Mobility,
Business Performance,
CIO,
Cloud Computing,
Customer & Contact Center,
Financial Performance,
Information Applications,
Information Management,
Location Intelligence,
Operational Intelligence,
Workforce Performance,
Technology
Customers have always been important to companies, but what are the best metrics to measure the success of customer-related activities, and how well companies meet customer expectations?
Read More
Topics:
Customer Analytics,
Customer Feedback Management,
Speech Analytics,
Voice of the Customer,
Analytics,
Business Analytics,
Customer & Contact Center,
Contact Center Analytics,
Desktop Analytics,
Text Analytics
It’s hard to believe that Salesforce.com was launched only 14 years ago. It has since grown into a multi-billion-dollar company that has changed the way companies source software. Back in the early days its two primary messages were “the end of on-premises software” and “a new era of CRM in the cloud.” Today the first message seems to have softened somewhat, with its own website talking about products and applications, and of course many companies still use traditional on-premise applications....
Read More
Topics:
Salesforce.com,
Social Media,
Customer Analytics,
Customer Experience,
Social CRM,
Voice of the Customer,
Mobile Apps,
Analytics,
Business Analytics,
Business Collaboration,
Cloud Computing,
Collaboration,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM
Ventana Research has been researching and advocating operational intelligence for the past 10 years, but not always with that name. From the use of events and analytics in business process management and the need for hourly and daily operational business intelligence, but its alignment with traditional BI architecture didn’t allow for a seamless system, so a few years later the discussion started to focus around business process management and the ability of companies to monitor and analyze BPM...
Read More
Topics:
Big Data,
SOA,
Supply Chain Performance,
business activity monitoring,
business process monitoring,
IT Performance,
Operational Performance,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
Complex Event Processing,
Customer & Contact Center,
Operational Intelligence,
Service Cloud