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

NewVoiceMedia Expands Globally to Advance Contact Center in the Cloud

Posted by Richard Snow on Feb 1, 2013 6:49:05 AM

NewVoiceMedia recently announced it has raised $20 million of investment funds to aid its expansion overseas, including offices in North America. The company was founded in the UK in 2000 and originally offered telephony and call management in the cloud. It now has a close partnership with Salesforce.com, which has allowed it to expand into a multichannel contact center in the cloud. During the last 12 years it has achieved considerable success, both financially and in acquiring prestigious clients, mostly in the UK. Old instincts die hard, and even though the company’s services and support are accessible anywhere, potential customers still like to see support available in their country. This latest round of funding will allow NewVoiceMedia to make a serious attack on the American market.

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Topics: Salesforce.com, Social Media, Customer Analytics, Customer Experience Management, Social CRM, Mobile apps, NewVoicemedia, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM

NewVoiceMedia Provides Contact Center in the Cloud

Posted by Richard Snow on Sep 14, 2012 12:33:17 PM

Our recent benchmark research into the adoption of cloud-based systems to support contact center operations shows that around 10 percent of companies have adopted what is commonly termed communications in the cloud – that is, systems in the cloud to manage delivery of telephone calls to the right location, be it an internal extension number within an organization, a branch office number, a contact center extension or someone’s home or cell phone number. Given that telecommunication service providers manage calls in the cloud, it makes sense to intercept calls before they are delivered to a physical location, use rules to decide the correct final destination and route calls directly. NewVoiceMedia, founded in 2000, was one of the first companies to offer such services in the cloud. It first came to my attention at a UK contact center exhibition when within minutes of visiting its stand I was set up as a technical support agent and began receiving calls from its test contact center – very impressive given that with similar on-premises systems setting up such a task could take hours if not days.

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Topics: Customer Analytics, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, NewVoicemedia, 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

Salesforce.com Advances Customer Interaction

Posted by Richard Snow on Aug 2, 2012 10:53:03 AM

Since it was founded in 1999, salesforce.com has been driving other vendors and end-user organizations to rethink how they supply and purchase software. The company has grown from being a supplier of CRM in the cloud to a vendor with diverse offerings that include a development platform, an app exchange, platforms that support marketing, sales and customer service, knowledge management, desktop technology, collaboration, website development, social media support and analytics. Along the way it has also become a powerful marketing machine – which sometimes gets in the way of understanding just what its products do and don’t do, and where they all fit. This obfuscation also extends to its extensive range of partners, where again it is sometimes hard to know who it deals with and how.

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Topics: Salesforce.com, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, LiveOps, NewVoicemedia, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Interactive Intelligence, Text Analytics, Vocalcom

Cloudforce UK Shows Salesforce.com at Its Best

Posted by Richard Snow on May 24, 2012 11:13:56 AM

When the Salesforce.com marketing machine rolls into town, you have to sit up and listen, and that’s what 14,000 attendees did at the latest Cloudforce event in London. The company took over a vast portion of the ExCel London Exhibition Centre to accommodate the keynote speech, lots of side events and meeting rooms and an expo floor where attendees could see demonstrations of every product and service, including many from partners showing what they have to offer.

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Topics: Sales Performance, Salesforce.com, Customer Analytics, Customer Experience Management, Social CRM, Speech Analytics, Voice of the Customer, LiveOps, NewVoicemedia, Operational Performance, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Information Applications, Workforce Performance, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Vocalcom