Ventana Research Analyst Perspectives

NICE Systems Acquires Causata to Optimize Customer Analytics

Posted by Richard Snow on Aug 19, 2013 7:56:48 AM

NICE Systems is well known in the contact center market for its suite of workforce optimization products. However, over the past several months it has gradually been expanding out of the pure-play contact center market into back-office and mobile applications, as well as the broader market of customer interaction handling. My research on the contact center in the cloud shows that customer interaction processes are getting more complex as customers demand faster, more personalized responses, interactions occur through more communication channels, and more lines of business are involved with interaction handling. My recent benchmark research shows that companies are becoming increasingly reliant on analytics to monitor and assess how well they are performing these critical tasks and in what areas they need to improve.

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Topics: Social Media, Customer Analytics, Customer Experience Management, NICE Systems, Speech Analytics, Voice of the Customer, Business Analytics, Business Intelligence, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, CRM, Desktop Analytics, Text Analytics

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

NICE Systems Addresses Fraud in Contact Centers

Posted by Richard Snow on Jan 9, 2013 11:14:54 AM

Back in 2007 when NICE Systems acquired Actimize I wondered how long it would be before someone figured out how to use the company’s fraud detection systems in contact centers. The answer is now, as NICE Systems announces its Contact Center Fraud Prevention system.

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Topics: Customer Analytics, Customer Experience Management, NICE Systems, Speech Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM

Take Time Now to Get Mobile Customer Service Right

Posted by Richard Snow on Dec 7, 2012 11:21:33 AM

Recently I read that each person has an average of 1.8 devices connected to the Internet, and this number is likely to grow as people continue to buy smartphones and tablets. In parallel, the number of apps available in the various app stores is growing exponentially, with the iPhone store alone having more than 700,000 active apps. The big question for me is how much of this is about business and how much is purely social. Recently Genesys, Interactive Intelligence, Jacada, mplsystems and NICE Systems made announcements showing they are banking on a greater portion being about business, as they all released tools that allow organizations to build what they call mobile customer service apps.

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Topics: Customer Analytics, Customer Experience Management, NICE Systems, Social CRM, for example Genesys, Interactive Intelligence Jacada, Mobile apps, mplsystems, Customer & Contact Center, Customer Service, Call Center, Contact Center, CRM

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: Predictive Analytics, Sales Performance, Social Media, Customer Analytics, NICE Systems, Speech Analytics, Voice of the Customer, VPI, CallCopy, Enkata, Envision, Genesys, in Contact, KnopahSoft, LiveOps, Operational Performance, Business Analytics, Business Performance, Cloud Computing, Customer & Contact Center, Workforce Performance, 360-degree view of the Customer, Agent Performance Management, Call Center, coaching, Compensation Management, Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics, Agent Analytics, Aspect, OnviSource, Training, Verint, Workforce Force Optimization