Recently I completed a benchmark research project into the adoption of a contact center in the cloud, which I defined as the combination of contact center-related communications, applications and analytics in the cloud. Furthermore I defined communications in the cloud as the systems to manage interactions, inbound and outbound, through different communication channels: telephony, email, post, web-based chat, mobile chat, web-based messages, video, mobile apps and social media. The research shows that organizations are increasingly adopting cloud-based systems to support customer expectations to interact through the channels of their choice. At the recent Ventana Research Innovation Summit I outlined why I think the only practical and affordable way for organizations to meet these objectives is to adopt integrated, cloud-based communication systems and services from one of the increasing number of vendors coming to market with such solutions.
Topics: Social Media, Customer Analytics, Customer Experience Management, Social CRM, Mobile apps, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Altitude Software
I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase.
Topics: Predictive Analytics, SAP, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Attensity, Aurix, CallCopy, Enghouse interactive, Enkata, Genesys, mplsystems, NewVoicemedia, Nexidia, ShoreTel, Operational Performance, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Workforce Performance, 360-degree view of the Customer, Agent Performance Management, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management, Altitude Software, and Verint, cTalk Ltd, Noble Systems, sword-ciboodle