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        Ventana Research Analyst Perspectives

        Last year I assessed how Nexidia had advanced its products to support customer interaction analytics. Since then the market has changed, and Nexidia continues to expand its products to meet a broader set of needs for analyzing and optimizing customer interactions. Companies are recognizing that they need complete information about their customers, including interactions, and need to change the metrics they use to monitor and assess customer-related activities. My research into next-generation...

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        Topics: Customer Analytics, Customer Experience, Speech Analytics, Nexidia, Analytics, Business Analytics, Cloud Computing, Customer & Contact Center, Call Center, Contact Center, Contact Center Analytics, Text Analytics

        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, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Call Copy, Enghouse interactive, Enkata, Genesys, NewVoicemedia, Nexidia, ShoreTel, Operational Performance, Analytics, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Workforce Performance, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management, and Verint, cTalk Ltd, Noble Systems, Digital Technology

        The Directors Club of the U.K. recently held its inaugural National Customer Show in London. The event was well attended and attracted sponsorship from some of the biggest vendors in the contact center industry; among them were platinum sponsors Interactive Intelligence and salesforce.com, and session sponsors Nexidia and SwordCiboodle. I noticed three common themes, covering very different aspects of managing the customer, and I’ll hit the highlights of each.

        Social Media

        These days you can’t...

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        Topics: Predictive Analytics, Sales Performance, Salesforce.com, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Nexidia, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Performance, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Interactive Intelligence, Text Analytics, Workforce Management, SwordCiboodle

        Contact centers face a number of challenges beyond simply answering customer calls. Among them are improving  customer satisfaction, increasing the number of calls resolved at the first attempt and ensuring agents comply with  regulations. But chief among these, my research into contact center analytics shows, is the mandate to reduce the average length of time it takes to complete calls.

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        Topics: Customer Experience, Nexidia, Operational Performance, Customer & Contact Center, Call Center, Cisco, Contact Center, CRM
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        Our Analyst Perspective Policy

        • Ventana Research’s Analyst Perspectives are fact-based analysis and guidance on business, industry and technology vendor trends. Each Analyst Perspective presents the view of the analyst who is an established subject matter expert on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity and reviewed to ensure it delivers reliable and actionable insights. It is reviewed and edited by research management and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Analyst Perspective before it is published. If you have any issue with an Analyst Perspective, please email them to ChiefResearchOfficer@ventanaresearch.com

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