When migrating their communications stacks to the cloud, many organizations come face to face with a quandary: do they emphasize the business phone system and gravitate toward a unified communications vendor? Or should they focus on the specific applications needed for running their contact centers and seek out a CCaaS vendor?
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
agent management,
Customer Experience Management,
Field Service,
AI & Machine Learning
When NICE acquired inContact in 2016, it began a transformation that saw it broaden its product offering and positioned itself to play a larger role in the contact center and customer experience industries. It was a prescient move, creating a firm that could supply end-to-end contact center functionality in the cloud. And it anticipated today’s market dynamic, in which NICE and its competitors are racing to define (and capitalize on) the post-contact center future.
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Topics:
Customer Experience,
Voice of the Customer,
Business Continuity,
Analytics,
Contact Center,
Data,
Digital transformation,
agent management,
Digital Business,
Experience Management,
Customer Experience Management,
Field Service,
AI & Machine Learning,
customer service and support
The work environment today demands that your organization advances the efficiency to execute business processes for continuous operations to have a positive impact on business performance. The capability to be responsive to any range of minor to disruptive business events is required to support business continuity and level of organizational readiness to meet the needs of digital business. Ventana Research asserts that in 2025, one-quarter of organizations will remain digitally ineffective in...
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Topics:
Customer Experience,
Voice of the Customer,
embedded analytics,
Analytics,
Business Intelligence,
Cloud Computing,
Contact Center,
Data,
Digital Technology,
Operations & Supply Chain,
Enterprise Resource Planning,
Digital transformation,
natural language processing,
continuous supply chain,
agent management,
Digital Business,
Experience Management,
Field Service,
Process Mining,
Streaming Analytics,
AI & Machine Learning
When artificial intelligence emerged from the labs and vendors started offering it as a component of their software, many contact-center buyers shied away from it. From their point of view, AI and machine learning tools were new, expensive, relatively untested and had an uncertain use case. This stance was understandable, as contact center professionals are traditionally expected to be risk-averse when deploying technology into their operations. Contact centers are, by design, supposed to be...
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Topics:
Customer Experience,
Voice of the Customer,
Analytics,
Contact Center,
agent management,
Customer Experience Management,
Field Service,
AI & Machine Learning,
customer service and support
Customer support operations increasingly rely on automation and complex workflow processes to reduce costs and improve experiences. Automation also allows organizations to make their service processes richer, incorporating information and staff from back offices, for example, or embedding conversational tools into contact center processes.
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Topics:
Customer Experience,
embedded analytics,
Analytics,
Contact Center,
natural language processing,
agent management,
Customer Experience Management,
Field Service,
Process Mining,
Streaming Analytics,
AI & Machine Learning,
customer service and support
Ventana Research recently announced its 2021 market agenda in the expertise area of Customer Experience. Most organizations have some degree of focus on managing how they interact with their customers, but it is often a disjointed and constrained process. Developing an effective customer experience has become an investment priority in recent years as organizations increasingly recognize the importance of good experiences to profitability, customer longevity and advocacy on behalf of brands.
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Topics:
Sales,
Customer Experience,
Marketing,
Voice of the Customer,
Analytics,
Customer Service,
Contact Center,
Workforce Management,
Digital Marketing,
Digital Commerce,
agent management,
Customer Experience Management,
Field Service,
AI & Machine Learning