Ventana Research Analyst Perspectives

Automating Workflows for a Better Customer Experience

Posted by Keith Dawson on Dec 1, 2021 3:00:00 AM

Any organization that relies heavily on a large labor force looks to automation to reduce costs, and contact centers are no exception. They handle interactions at such large scale that almost any effort to automate some part of the process can deliver measurable efficiencies. Two factors have ratcheted up attention on automating customer experience workflows: the dramatic expansion of digital interaction channels, and the development of artificial intelligence and machine learning tools to facilitate workflow deployment.

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Topics: Customer Experience, Voice of the Customer, Analytics, Data Integration, Contact Center, Data, AI and Machine Learning, agent management, data operations, Digital Business, Experience Management, Customer Experience Management, Field Service

Vonage Buys Into Conversational Commerce With Jumper.ai

Posted by Keith Dawson on Nov 12, 2021 3:00:00 AM

When migrating their communications stacks to the cloud, many organizations come face to face with a quandary: do they emphasize the business phone system and gravitate toward a unified communications vendor? Or should they focus on the specific applications needed for running their contact centers and seek out a CCaaS vendor?

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Topics: Customer Experience, Voice of the Customer, Contact Center, AI and Machine Learning, agent management, Customer Experience Management, Field Service

NICE CXi Is a Pivot to the Post-Contact Center World

Posted by Keith Dawson on Nov 4, 2021 3:00:00 AM

When NICE acquired inContact in 2016, it began a transformation that saw it broaden its product offering and positioned itself to play a larger role in the contact center and customer experience industries. It was a prescient move, creating a firm that could supply end-to-end contact center functionality in the cloud. And it anticipated today’s market dynamic, in which NICE and its competitors are racing to define (and capitalize on) the post-contact center future.

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Topics: Customer Experience, Voice of the Customer, Business Continuity, Analytics, Contact Center, Data, Digital transformation, AI and Machine Learning, agent management, Digital Business, Experience Management, Customer Experience Management, Field Service, customer service and support

AI’s Value to Contact Centers: What Are the Use Cases

Posted by Keith Dawson on Oct 28, 2021 3:00:00 AM

In part one of this Analyst Perspective on the use of artificial intelligence within contact center applications, we focused on the evolution — and resulting benefits — of tools embedded with AI, including ease-of-use for non-data-scientists.

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Topics: Customer Experience, Voice of the Customer, Analytics, AI and Machine Learning, agent management, Customer Experience Management, Field Service, customer service and support

The Digital Awakening of Business Process Intelligence

Posted by Mark Smith on Oct 21, 2021 3:00:00 AM

The work environment today demands that your organization advances the efficiency to execute business processes for continuous operations to have a positive impact on business performance. The capability to be responsive to any range of minor to disruptive business events is required to support business continuity and level of organizational readiness to meet the needs of digital business. Ventana Research asserts that in 2025, one-quarter of organizations will remain digitally ineffective in achieving the business priorities for customer-, product- and people-related processes. It is essential to eliminate bottlenecks and become an organization that places action and decision-making at is center to optimize the execution of business processes.

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Topics: Customer Experience, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Cloud Computing, Contact Center, Data, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, Digital transformation, natural language processing, AI and Machine Learning, continuous supply chain, agent management, Digital Business, Experience Management, Field Service, Process Mining, Streaming Analytics