Ventana Research Analyst Perspectives

Genesys and IBM to Improve Customer Engagement with IBM Watson

Posted by Richard Snow on Jun 14, 2014 9:34:23 AM

The contact center market continues to shift focus from handling customer calls as efficiently as possible to providing superior customer engagement across multiple touch points. The latest advancement is an joint announcement from IBM and Genesys who have signed a partnership agreement to provide “smarter customer engagement”. The agreement includes a technology partnership and a joint marketing plan, and brings together IBM’s Watson Engagement Advisor and Genesys’ Customer Experience Platform.

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Topics: Call Center, Cloud Computing, Cognitive Computing, Contact Center, CRM, Customer & Contact Center, Customer Service, Genesys, IBM Watson, Mobile Apps, Operational Performance, Self-service, Social Media, Customer Experience

Agent Desktop Management in 2013 Is Hot for Improving Customer Experience

Posted by Richard Snow on Aug 13, 2013 10:30:45 AM

Ventana Research has just released its 2013 Value Index for Agent Desktop Management, in which we evaluate the competency and maturity of vendors and products that support the management of the desktop systems that agents use to handle customer interactions. Our firm has researched this software category for many years, and our benchmark research into customer service and the agent desktop shows the impact the agent desktop has on agent satisfaction and efficiency and the business outcome of such interactions. Because of its increasing importance, we have taken agent desktop management out of our Customer Experience Value Index and created a separate category for it.

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Topics: Call Center, Cincom, Cloud Computing, Contact Center, Contact Center Analytics, Customer & Contact Center, Customer Service, Genesys, Jacada, Kana, NICE Systems, OpenSpan, Operational Performance, Salesforce.com, Upstream Works, Customer Experience, Analytics

Genesys Acquires Angel.com to Advance Contact Centers

Posted by Richard Snow on Mar 1, 2013 9:52:41 AM

The first positive signs for the “the new Genesys” emerged just 100 days after its sale by Alcatel was completed last year, and those positive signs have continued. The company has not only maintained strong development of its core products but has also made an aggressive move into the contact center mid-market, the contact center in the cloud market, and the multichannel communications management market. It strengthens its position now with the announcement of its acquisition of Angel.com.

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Topics: Business Analytics, Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Feedback Management, Customer Service, Desktop Analytics, Genesys, Mobile Apps, Self-service, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Force Optimization, Customer Experience, Analytics

Genesys Advances Customer Service to the Cloud

Posted by Richard Snow on Sep 19, 2012 10:44:41 AM

In what will no doubt be one of a host of announcements coming out of Dreamforce, Genesys announced a new set of cloud-based services especially for Salesforce.com customers. Genesys is a well-known brand in the contact center market, but it has undergone significant change of late and is now an independent company in charge of its own destiny. This announcement demonstrates that it intends to become more responsive to market trends – and it probably can’t do better than to team up with Salesforce.com, which will provide huge amounts of marketing clout. Salesforce itself has become a major brand in the contact center space with Service Cloud, as my research into the adoption of cloud-based contact centers shows.

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Topics: Call Center, Cloud Computing, Contact Center, CRM, Customer & Contact Center, Customer Service, Genesys, Salesforce.com, Unified Communications, Voice of the Customer, Customer Experience, Analytics

Agents Performance Management is Hot for Successful Customer Interactions

Posted by Richard Snow on Jul 16, 2012 12:23:42 PM

Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.

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Topics: Business Analytics, Business Performance, Call Center, Cloud Computing, coaching, Contact Center, Contact Center Analytics, Customer Analytics, Customer & Contact Center, Desktop Analytics, Enkata, Envision, Genesys, KnopahSoft, LiveOps, NICE Systems, OnviSource, Operational Performance, Predictive Analytics, Sales Performance, Social Media, Speech Analytics, Text Analytics, Training, Verint, Voice of the Customer, VPI, Workforce Force Optimization, Workforce Performance, Analytics, Call Copy, Compensation