Ventana Research Analyst Perspectives

Barriers to Omnichannel Customer Communications

Posted by Richard Snow on Jun 11, 2013 10:52:38 AM

In never ceases to amaze me, the number of new terms and acronyms the contact center market generates. Just as everyone is getting used to the fact that customers interact with companies through multiple communication channels (multichannel for short), someone invents the term omnichannel and we all have to get our heads around what this means. My research into the contact center in the cloud shows that companies now support on average nearly five communication channels, and although the traditional channels are still the most common, as the chart shows, there are signs that new channels such as chat (used by 37%), social media (29%), text messaging (22%) and video (5%) are on the increase.

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Topics: Sales Performance, Social Media, Customer Experience Management, Social CRM, Voice of the Customer, Echopass, Enghouse interactive, Five9, LiveOps, Mobile apps, NewVoicemedia, Operational Performance, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, CRM, Interactive Intelligence, Unified Communications

Enghouse Interactive Advances Multichannel Customer Interactions

Posted by Richard Snow on Jan 30, 2013 10:16:38 AM

I recently wrote how Enghouse Interactive is building a portfolio of products to support contact center in the cloud. The foundation of all its products is the handling of interactions through a comprehensive set of communication channels. My research into the contact center in the cloud shows that after the adoption of CRM in the cloud, companies are most likely to adopt contact centers in the cloud because they support consumers that want to interact through more channels, and because of the increasing need to support distributed contact centers and the diverse location of employees handling interactions.

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Topics: Customer Experience Management, Enghouse interactive, Cloud Computing, Customer & Contact Center, Customer Service, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Unified Communications

Enghouse Interactive Contact Center Products Offer a Range of Capabilities

Posted by Richard Snow on Sep 27, 2012 9:23:53 AM

Enghouse Systems Ltd. is not one of the best-known brands in the contact center market, but if it keeps acquiring vendors at the rate it has been doing then it might soon be. It was founded in Canada in 1984, and from what I can see it is grown largely by acquisition to revenues of more than $120 million. It has morphed into Enghouse Interactive, which now represents nearly 90 percent of its parent company’s business. A quick look at its website shows that over its lifetime it has acquired six brands that operate in the contact center market: Arc Solutions, Cosmocom, Datapulse, Syntellect, Terex and Trio; and this doesn’t include its latest acquisition, Zeacom. After my first briefing with the company I reported on three of these acquisitions: Cosmocom, Syntellect and Zeacom.

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Topics: Customer Analytics, Customer Experience Management, Voice of the Customer, Enghouse interactive, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Unified Communications, Workforce Force Optimization

Enghouse Expands Its Portfolio of Contact Center Vendors

Posted by Richard Snow on Jul 31, 2012 8:48:55 AM

A look at Enghouse Interactive’s Products page shows it is not the easiest of companies to understand. Listed are six products – companies actually – that make up the parent: Arc Solutions, CosmoCom, Datapulse, Synellect, TelRex and Trio. As yet this list doesn’t include the latest acquisition, Zeacom. All the businesses in some way connect to multichannel communications and the contact center, with products that range, respectively, from communication management systems for Cisco, a cloud-based contact center, unified communications applications that improve collaboration between employees within an organization, a premises-based multichannel contact center, IP call recording and workforce management, and telephony systems, with Zeacom adding a cloud-based unified communications system based on Microsoft Lync.

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Topics: Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Enghouse interactive, 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

New Customer and Contact Center Technology at Call Centre Expo

Posted by Richard Snow on Oct 15, 2011 3:33:21 AM

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.

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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