Ventana Research Analyst Perspectives

Zoho Builds a CX Suite Inside Zoho One

Posted by Keith Dawson on May 11, 2021 3:00:00 AM

There are many software components that facilitate contact center operations. Historically, the industry has relied, in part, on niche or best-of-breed applications but this is shifting in favor of broadly integrated suites or ecosystems. When we look at CX trends beyond the contact center, the shift is even more pronounced, with the bundling/collection of applications from martech to CRM-incorporating software that were formerly/previously purchased separately.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management, marketing sales

The Voice of the Customer Is Really a Chorus of Voices

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

Voice of the Customer (VoC) is a catch-all term that refers to the collection of customer feedback in various formats. Sometimes this feedback is in the form of quick surveys or reactions to questions like, "Did I resolve your issue today?" or "Would you recommend our service to a friend?" Alternatively, it can be derived from less specific but more numerous data signals that span multiple interactions or across a customer base. Most businesses make an effort to capture some customer feedback.

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

Avaya: Adapting and Focused on CX, CCaaS Success

Posted by Keith Dawson on Apr 22, 2021 3:00:00 AM

Business phone systems and contact center platforms received renewed attention in 2020 as organizations acquired tools for agents working from home. That put the spotlight on vendors, like Avaya, that have feet in both worlds. Since both forms of communications technology are well-suited to the cloud, Avaya has developed its Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) portfolios in parallel. The effort has borne fruit, with significant product enhancements notched recently. Ventana Research asserts that by 2023, one-quarter of organizations will to UCaaS and CCaaS technologies to collaborate in the enterprise and with customers more effectively.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

8x8 Shows Why CCaaS and UCaaS Should be Unified

Posted by Keith Dawson on Mar 30, 2021 3:00:00 AM

The pandemic accelerated several trends in the contact-center industry that were already underway, chiefly: moving infrastructure and software applications to the cloud, and rethinking the process of managing agents. One byproduct of these trends is a renewed look at the similarities between business-phone systems (also known as unified communications, or UC) and contact center systems (CC).

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Topics: Customer Experience, Analytics, Collaboration, Contact Center, AI and Machine Learning, agent management

Salesforce Service Cloud: Contact Center with Workforce Engagement

Posted by Keith Dawson on Mar 24, 2021 3:00:00 AM

The modern contact center relies heavily on software that enables agents to perform multiple complex tasks while simultaneously managing the customer-facing side of interactions. This has allowed CRM vendors to build tools, such as agent desktop interfaces, that control virtually all aspects of the service environment.

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Topics: Sales, Customer Experience, Voice of the Customer, Contact Center, Sales Performance Management, Workforce Management, agent management, sales enablement