Ventana Research Analyst Perspectives

Amazon Connect Adds Workforce Optimization Capabilities

Posted by Keith Dawson on Jun 1, 2022 3:00:00 AM

At Enterprise Connect in March, Amazon announced new functionality in its cloud contact center platform, Amazon Connect. The company is now including a full Workforce Optimization component, which includes built-in forecasting, capacity planning and scheduling capabilities. It's no surprise that Amazon is adding these capabilities, as WFO has become a core component of a complete CCaaS platform.

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Topics: Customer Experience, Contact Center

Work-From-Anywhere Has a Communications Impact

Posted by Keith Dawson on May 10, 2022 3:00:00 AM

Contact centers are undergoing a radical reshuffling of the workforce, partly because the pandemic shifted agents to remote work. But the trends were in place to reorganize the world of work long before the pandemic. Digital contact channels, which are gaining in popularity, require workers that are better informed and capable of handling more complex and interdependent interactions and processes. That’s changing the nature of training, management and even process design between departments.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management

Technology Trends in Customer Support Software

Posted by Keith Dawson on May 3, 2022 3:00:00 AM

Customer Service and Support (CSS) software is about more than case tracking and trouble tickets. Many organizations view the service call as an opportunity to solidify a positive customer relationship and perhaps enhance the loyalty and value of the customer. That has propelled interest in the emphasis on workflows and automation that now/currently drives CSS, particularly when it comes to managing self-service and field service, and the ability to provide agents with contextually relevant information during interactions.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Customer Experience Management, Field Service, customer service and support

Ujet Simplifies Omnichannel Interactions in the Contact Center

Posted by Keith Dawson on Apr 19, 2022 3:00:00 AM

Although the bulk of contact center seats are still served by on-premises equipment, there appears to be a consensus that the cloud is better suited to delivering a successful, omnichannel customer experience, and that most new contact center deployments will be run on cloud-computing platforms.

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Topics: Contact Center, CCaaS

OnviSource Brings Intelligence to Contact Center Automation

Posted by Keith Dawson on Mar 24, 2022 3:00:00 AM

Today’s contact center agents find themselves handling increasingly more complex interactions due to changes in consumer demand, advances in self-service and the proliferation of digital contact channels. This added complexity requires continuous agent support for successful customer experience outcomes. Intelligent software can reduce agent workload and improve customer interactions by picking up customer cues.

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Topics: Customer Experience, Contact Center, AI