Ventana Research Analyst Perspectives

Justifying Analytics for Agents and Better Customer Service

Posted by Ventana Research on Oct 18, 2012 11:50:03 AM

Our new world of multifaceted customer communications is driven by moments of interaction with the brand, often called moments of truth. Today’s call center analytics put companies in a position to manage these moments. Analytics that are specific to the call center include desktop analytics, event stream analytics, speech analytics, text analytics, cross-channel analytics and predictive modeling. These analytics, in turn, drive areas such as agent training and coaching, time and capacity optimization, customer satisfaction and loyalty, and cross-sell and upsell opportunities.

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Topics: Customer Engagement, Call Center Optimization, call center analytics, capacity utilization, customer loyalty, Operational Performance, Business Analytics, Business Intelligence, Customer & Contact Center, Workforce Performance, Workforce Analytics, moments of truth, NPS

NICE Systems Ventures into the Agent Back Office

Posted by Richard Snow on Nov 28, 2010 12:52:22 PM

Most people involved with contact centers know of NICE Systems and its SmartCenter suite of workforce optimization products that support key contact center management capabilities such as call recording, quality monitoring, workforce management, customer feedback management and a variety of performance management and analytics tools. NICE recently received the top ranked Hot Vendor rating in the Ventana Research 2010 Value Index for Agent Performance Management.

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Topics: Customer Experience Management, NICE Systems, Call Center Optimization, Customer Relationship Management, Customer Service Marketing, Operational Performance, Customer Service, Call Center, Contact Center, CRM

inContact Provides Contact Center in the Cloud

Posted by Richard Snow on Nov 28, 2010 12:50:40 PM

All the buzz in the contact center market these days is about the “contact center in the cloud.” I have written on the subject, in particular “Is a Contact Center in the Cloud a Reality?” and “Will Cloud Computing Finally Bring Innovation to the Contact Center?”. In considering this issue my thinking focuses on what goes into a contact center and then what vendors offer these systems in the cloud. At the risk of oversimplifying things, I believe a contact center has two core components – communications management and agent and process management.

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Topics: Customer Experience Management, Call Center Optimization, Customer Relationship Management, InContact, Operational Performance, Cloud Computing, Customer Service, Call Center, Contact Center, CRM

LiveOps Enhances Contact Center in the Cloud

Posted by Richard Snow on Nov 28, 2010 12:47:58 PM

I have written a couple of pieces this year about the exciting news that a few vendors are now able to provide companies with a call center they can access in the Internet cloud – Will Cloud Computing Finally Bring Innovation to the Contact Center? and Is a “Contact Center in the Cloud” a Reality? There is currently a lot of hype around any kind of cloud-based computing, and the same is true of the contact center. From my perspective, people should be clear about what this phrase really means. Anyone that has been involved in building an on-premises contact center knows it typically involves integrating complex call-management systems (such as PBX, ACD and IVR) and several computer systems including call routing, call recording, workforce management, CRM, agent quality monitoring and performance management, reporting and analytics. The idea is that calls or other types of interactions are delivered to the company’s call center location and then the combination of these technologies determines the best agent to handle the interaction and delivers it to that person. The contact center in the cloud shifts some or all of these systems to a third party, and the company accesses them over the Internet. The difference is that instead of going to the company’s location, an interaction is directly delivered to the best person to handle it, regardless of whether that person is in another location, in a contact center, in another line of business, working at home or even out of the office using a mobile phone. In addition, users are in control in the sense that rather than depending on in-house IT, they can access the service from anywhere with an Internet connection and get new features and functions without waiting for IT to upgrade.

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Topics: Customer Experience Management, Call Center Optimization, Customer Relationship Management, LiveOps, Operational Performance, Cloud Computing, Customer Service, Call Center, Contact Center Analytics, CRM

Enkata Advances Contact Center Analytics to Improve Customer Experience

Posted by Richard Snow on Nov 28, 2010 12:22:50 PM

Among the important findings of our latest benchmark research on contact center analytics were these two: 88 percent of companies said they can use analytics to improve the performance of the contact center (41% said they could make significant improvement), and the main issue holding them back from doing that is an excessive reliance on spreadsheets (90% indicated they use spreadsheets on a regular or universal basis).

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Topics: Customer Experience Management, Call Center Optimization, Customer Relationship Management, Enkata, Operational Performance, Cloud Computing, Customer Service, Call Center, Contact Center Analytics, CRM