Ventana Research Analyst Perspectives

OpenConnect Enables Process Improvement

Posted by Richard Snow on Aug 11, 2011 11:24:20 AM

It has taken me a long time to recognize that companies function through a series of processes, mostly executed by people (employees) and supported by information and systems. I was familiar with process maps that show activities happening in sequence and branches caused by certain conditions, but these were mainly paper exercises; my working assumption was that people “just get on with things.” But looking closely reveals that getting on with things happens in processes. To help make this clear, OpenConnect provides a product designed to create process visibility of activities, variances and metrics, with the goal of improving performance.  

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Business Mobility, 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, Unified Communications, Workforce Management, OpenConnect