Ventana Research Analyst Perspectives

Call Centre Expo 2012 Reveals Some Surprising Trends

Posted by Richard Snow on Oct 4, 2012 12:26:15 PM

Call Centre & Customer Management Expo has been running for several years now. The event provides an opportunity for contact center and customer service managers in Europe to catch up with all the latest and greatest going on in the market. At this year’s event earlier this week, as usual, I found the normal mix of presentations, vendor exhibition stands and other side events. The vendor show included a mix of core contact center vendors (interaction management, CRM, WFO, customer experience management, customer and contact center analytics), supporting vendors such as headphone suppliers and post code software, contact center media players and associated professional bodies. My primary interest is in the core multi-channel contact center market and vendors, and having attended for more years than I can remember, I look for emerging trends on what vendors are present and what they have to offer.

Read More

Topics: Sales Performance, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Other Side of the Pond Takeaways from Salesforce Dreamforce

Posted by Richard Snow on Sep 24, 2012 11:53:51 AM

Saleforce.com puts on a marketing event that no other software vendor can come close to. Any CEO that can get MC Hammer rapping about your company as an introduction to your keynote has to be admired. The actual content got mixed reviews; my colleague Mark Smith saw some shortfalls in how Salesforce.com supports analytics, while Robert Kugel felt the company’s cloud-based software could help midsize companies.

Read More

Topics: Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Companies Should Consider Adopting Contact Centers in the Cloud

Posted by Richard Snow on Sep 5, 2012 12:01:39 PM

Our recent benchmark research on the contact center in the cloud shows companies are under more pressure than ever to upgrade their contact centers. The large majority of companies (73%) think it is very important to improve the way they handle customer interactions, and only a small percentage are fully satisfied with their current applications (19%) or their communications (14%).  Upgrading presents a significant challenge, however, because simple call centers that handle only phone calls have been made obsolete by the need to support multiple channels of communications. Consumer communication preferences have changed, and as a result companies on average now support five channels of communication in their centers, with just over a third (37%) supporting six or more – the most popular being inbound calls (still tops), email, outbound calls, fax and postal mail.

Read More

Topics: Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization

SAS Furthers Cloud Computing for Business

Posted by Richard Snow on Aug 30, 2012 11:56:10 AM

After this summer’s SAS European analyst event, I wrote that I came away less than convinced SAS was truly committed to the cloud, based largely on the fact that most other vendors are blowing their cloud trumpets much louder than SAS. It seemed developments in and around customer intelligence and its other products were higher priority to the company than its cloud strategy. However, after a recent update, I was left with no doubt that the cloud is important to SAS and that the company has a well–thought-through strategy based around two services that Ventana Research touched on earlier this year.

Read More

Topics: SAS, Customer Analytics, Customer Data Management, Speech Analytics, Voice of the Customer, Operational Performance, Business Analytics, Cloud Computing, Customer & Contact Center, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics

The Collaborative Enterprise to Support Customer Interactions

Posted by Richard Snow on Aug 16, 2012 10:05:24 AM

I’ve challenged a lot of the hype about the social enterprise, because I feel “social” gives the wrong impression. For most people, social media is predominately about socializing. While everyone likes to feel that going to work is partly about interacting with friends, when it comes down to it running a business is about winning customers, selling them your products and services, and providing customer service when needed. In today’s competitive markets, none of these are easy tasks. As I look across four of our benchmark research areas: customer information management, customer experience management, customer feedback management and customer relationship maturity, I have come to several conclusions:

Read More

Topics: Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Business Collaboration, Business Performance, Cloud Computing, Customer & Contact Center, Customer Service, Operational Intelligence, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization