Ventana Research Analyst Perspectives

ManyWho Brings New Approach to Workflow and Business Efficiency

Posted by Ventana Research on Jan 12, 2015 9:51:37 AM

ManyWho was launched in May 2013 by two former Salesforce.com executives, Dave Norris and Steve Wood. They branded it the Cloud Workflow Company, It offers an innovative approach that allows organizations to create workflows, automatically convert them into business applications and run the apps on multiple types of devices. The key to its success lies in the second and third steps, which differentiate ManyWho from most other business process optimization vendors; the process maps that users produce are not static representations of how business processes should work but instead become apps that monitor what is happening and enable the next step in completing the process.

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Topics: Customer Experience Management, Self-service, Operational Performance, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, CRM, Agent desktop, virtual agent

Salesforce Innovates in Customer Engagement

Posted by Ventana Research on Jan 8, 2015 6:41:15 AM

When Salesforce.com began in 1999 its stated intent was “to reinvent CRM in the cloud.” In 15 years, the company has achieved much more than that, having a major impact on the way IT systems are delivered: Large numbers of vendors have followed its example to provide cloud-based systems. It added a platform as a cloud – a software development environment in the cloud – to its portfolio, introduced an apps store where many vendors sell their products and services, moved into social and mobile computing, and expanded CRM in the cloud to marketing, sales and service clouds. And it continues to innovate in the fast-changing business software market.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Self-service, Operational Performance, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Agent desktop, unified communication, virtual agent, voice of the customer (VoC), workforce optimization

Lessons Learned about the Customer Experience in 2014

Posted by Ventana Research on Dec 31, 2014 9:46:57 AM

During this year talk has been widespread about the customer experience, which is good. What is not so good is that, according to my benchmark research into next-generation customer engagement, most companies still struggle to deliver satisfying experiences. However, the research and my discussions with users and vendors lead to some clear conclusions:

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Self-service, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Agent desktop, unified communication, virtual agent, voice of the customer (VoC), workforce optimization

Workforce Optimization Vendors Rated in 2015 Ventana Research Value Index

Posted by Ventana Research on Dec 30, 2014 10:33:20 AM

The Ventana Research Value Index for Workforce Optimization in 2015 is now released. Workforce optimization covers all aspects of managing everyone who handles customer interactions and is thus vital to improve operational efficiency, and customer and employee satisfaction. It includes the following applications: interaction capture, quality monitoring and assurance, workforce management, coaching and learning management, variable compensation management, and interaction and agent analytics. Our Value Indexes are informed by more than a decade of analysis of how well technology suppliers and their products satisfy specific business and IT needs. For each we perform a detailed evaluation of product functionality and suitability to task in five categories as well as of the effectiveness of vendor support for the buying process and customer assurance. In this case the resulting index gauges the value offered by each vendor and its products in supporting workforce optimization.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Speech Analytics, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, Text Analytics, Agent desktop, workforce optimization

Interactive Intelligence Innovates in the Cloud for Contact Centers

Posted by Ventana Research on Dec 26, 2014 7:31:32 AM

Interactive Intelligence is a well-established supplier of contact center systems and just celebrated its 20th anniversary. Customer Interaction Center (CIC) is its on-premises product, which provides integrated management of multiple communication channels and supports a high degree of customization. Communications as a Service (CaaS) is a virtual private cloud (for single tenants) version of CIC and as such offers less potential for customization. Recently Interactive Intelligence released PureCloud, an innovative cloud-based service that is available through Amazon Web Services.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Self-service, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Agent desktop, unified communication, virtual agent, voice of the customer (VoC), workforce optimization