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

NICE Systems Leading Change at Interactions 2013

Posted by Richard Snow on May 1, 2013 11:33:58 AM

I recently attended NICE Systems’ annual user conference, this year called Interactions 2013. In discussions of its different products and latest releases and testimonials from selected clients, I was surprised by how the messages were packaged. NICE has a long history of acquiring companies, and it has let many of them continue to operate as autonomous lines of business. Often there was minimal integration with other NICE products, a variety of user interfaces, no common software administration tools. In my opinion this policy prevented it from taking advantage of having a suite of products focused on handling customer interactions. At the conference, Zeevi Bregman, CEO and President, positioned NICE as supporting three lines of business: interaction management, fraud and compliance, and security. He explained at length how the three are inextricably linked, tying fraud and compliance and security to interaction management and customer service. Fraud and compliance is linked to customer service because market segments such as banking have to ensure that the customer service they provide conforms to legislative requirements, and security is an increasing part of knowing customers and ensuring the safety of their information. Other executives also stressed these themes.

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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, Mobile Apps, Operational Performance, Self-service, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Force Optimization, Customer Experience, Analytics, NICE Systems

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

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