Like all analysts, I have a series of classifications to help group together vendors with similar capabilities. My challenge is to create categories that align with most users’ expectations so I don’t confuse readers when I define which category a vendor falls into. My “big five” are WFO or agent performance management (quality monitoring, workforce management, training and coaching, remuneration, and agent-related analytics); contact center infrastructure, including cloud-based systems (multichannel interaction management, routing, CTI, and rerecording); CRM (marketing, sales and customer service); customer experience management (agent desktop, self-service, customer feedback management, knowledge management); and contact center and customer analytics (transactional, speech, text, event, process, multichannel, predictive and big data). Occasionally a vendor comes along that defies these classifications. Astute Solutions is one such. It describes itself as providing “best-of-breed CRM Customer Service, Social CRM, Contact Center, IP Communications, Knowledge Management, Mobile, and Self-Service solutions specifically designed for enabling customer-centric business strategies” – quite a mouthful.
Topics: Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Social CRM, Voice of the Customer, Mobile apps, Self-service, Operational Performance, Business Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Interactive Intelligence, Unified Communications, Astute