Ventana Research Analyst Perspectives

NICE Systems Delivers Customer Engage Platform

Posted by Ventana Research on Sep 29, 2014 6:31:06 AM

I recently wrote about NICE Systems expanding beyond workforce optimization, including more analytics in its product portfolio.

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Topics: Customer Analytics, Customer Experience Management, Speech Analytics, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

NICE Systems and Customer Engagement Analytics

Posted by Ventana Research on Sep 4, 2014 9:12:20 AM

I recently wrote about NICE Systems’ acquisition of Causata to enhance its analytics capabilities and expand from workforce optimization into customer experience management. NICE recently released Customer Engagement Analytics, which is designed to analyze customer interaction data to help companies improve the customer experience at every touch point. NICE calls this optimizing the customer journey.

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Topics: Customer Analytics, Customer Experience Management, Operational Performance, Business Analytics, Business Intelligence, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM

Oracle Customer Experience in the Cloud

Posted by Ventana Research on Aug 14, 2014 9:17:02 AM

Oracle has a large and diverse set of products and now has most of its business applications operating in the private and public cloud. However, some recent acquisitions have enabled it to focus on cloud-based-products for managing the customer experience. Our next generation customer engagement research has found that customer experience is the top impetus for improving customer engagement as found by almost three quarters (74%) of organizations. Oracle has created a customer experience suite that includes marketing, commerce, service, sales, CPQ and social cloud. In particular the acquisition of RightNow has become the foundation of Oracle Service Cloud.

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Topics: Sales Performance, Social Media, Customer Analytics, Customer Experience Management, Social CRM, Mobile apps, Operational Performance, Business Analytics, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM

IBM Brings Sophistication to Customer Analytics and Prediction

Posted by Richard Snow on Jul 30, 2014 8:48:50 AM

During recent IBM analyst big data event, I learned about a new product, IBM Predictive Customer Intelligence. It extracts and processes customer-related data from multiple sources to analyze customer-related activities and has capabilities to predict customer behavior and actions. Predictive Customer Intelligence is built on IBM’s big data platform and supports extraction and integration of data from multiple sources, internal and external, and from structured and unstructured data. It can process data created by third-party products, such as text-based files of data created by converting speech to text. The product can capture and analyze customer interactions from multiple communication channels such as voice, email, text messages, chat and Web usage scripts and social media posts.

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Topics: Social Media, Customer Analytics, Customer Experience Management, Voice of the Customer, IBM Predictive Customer Intelligence, Business Analytics, Business Intelligence, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, IBM, Information Applications, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, IBM Watson, Text Analytics

SAS Helps Manage Interactions and Gain Insights on Customers

Posted by Richard Snow on Jun 26, 2014 10:15:11 AM

By its own admission, SAS has a very large software portfolio (of more than 250 individual products), and it continues to develop and release more products and updates to existing ones. Some of the products are sold alone, and others are bundled into “enterprise solutions”. Some are for technical users, and others are business applications. This complexity can make it hard to identify which product or bundle serves a particular need. Three are most relevant to my research practice: Customer Intelligence (CI), which I wrote about after attending the 2013 SAS European analysts event; SAS Visual Analytics; and a new one, the Customer Decision Hub that SAS has developed to support multichannel customer engagement.

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Topics: Social Media, Customer Analytics, Customer Experience Management, Mobile apps, Business Analytics, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, Text Analytics