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        Ventana Research Analyst Perspectives

        Having covered workforce optimization systems for more than 10 years, recently I was contacted for a briefing by dvsAnalytics. I quickly learned that the analytics mentioned in the company’s name are focused on workforce optimization. Founded in 1983, dvsAnalytics is headquartered in Scottsdale, Ariz., and has thousands of customers in various industry sectors. Its Encore suite of products includes standard workforce optimization applications for call recording, quality management, workforce...

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        Topics: Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Voice of the Customer, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, Text Analytics, Workforce Force Optimization

        Over the last few years, through a combination of acquisitions and internal development, Enghouse Interactive has developed a portfolio of contact center products and services. Recently it announced its product portfolio for 2016. This consists of three core products: CCE, CCSP and EICC. These are updated and rebranded versions of the products I recently wrote about, and each is designed to help different types of organizations maximize the value of every interaction with customers.

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        Topics: Customer Analytics, Customer Engagement, Customer Experience, Mobile Technology, Speech Analytics, Customer Performance, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

        Transera is an established vendor of contact center in the cloud systems and analytics, and as I discovered at the Salesforce Dreamforce ’15 conference and during a recent briefing, it has added support for managing voice interactions for users of salesforce.com Service Cloud. Its core product, Global Omni-Channel Contact Center, now supports voice, email, chat and Twitter, which are managed centrally through a routing engine that treats all interactions in the same way. This ensures that...

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        Topics: Big Data, Customer Engagement, Customer Experience, Speech Analytics, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

        Founded in 2000, LiveOps has evolved a unique two-sided business model. On one side is LiveOps Agents on Demand,  an Uber-like business in which home-based workers sign-up as LiveOps agents, and the company uses them to provide outsourced contact center services. This model enables LiveOps to provide flexible levels of service; customers can scale up and down as needed while the provider is able to manage agent numbers cost-effectively. The agents use the LiveOps Cloud Contact Center platform;...

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        Topics: Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Customer Performance, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

        Much is written about omnichannel customer experience, and various software vendors now claim to focus on the customer experience. With various degrees of credibility they range from providers of communication channel management to workforce optimization, voice of the customer, self-service, analytics and even CRM. This bandwagon raisesthe question of what  omnichannel customer experience really is and how companies can achieve it. Our benchmark research into next-generation customer engagement...

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        Topics: Big Data, Sales Performance, Customer Analytics, Customer Experience, Speech Analytics, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Operational Intelligence, Uncategorized, Call Center, Contact Center, Contact Center Analytics, Text Analytics

        I recently joined more than 1,000 users, partners, consultants and other analysts at the first global G-Force 2015 conference, held in Miami. Sponsor Genesys put together an agenda that not only educated but entertained the attendees. For an example of the latter, Sekou Andrews, a poet, actor, musician and voice-over artist, preceded the main keynotes with a wonderful sketch that put customer experience into the context of marriage and reminded us to treat customers as he does his wife,...

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        Topics: Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

        I recently attended my first U.S. Dreamforce, the annual salesforce.com event designed to showcase its products and services as well as those of its partners, and I was impressed. I was told that Dreamforce ‘15 would be big, and it was – just about every hotel, restaurant, meeting room in San Francisco seemed to have been taken over for the week, and still the company had to bring in a cruise ship to accommodate people and events. I was told it would be manic, and it was – more than 100,000...

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        Topics: Big Data, Sales Performance, Social Media, Customer Analytics, Customer Experience, Marketing, Mobile Technology, Speech Analytics, Wearable Computing, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

        ResponseTek is a software vendor whose platform and services help companies collect and act on feedback from their customers. It supports a closed-loop process that collects feedback, analyzes it, provides customizable reports and analysis dependent on the user, and most importantly enables taking action based on the information. This allows companies to understand product and service issues, customer sentiment, intentions, and likely behaviors, and where necessary ensures the most appropriate...

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        Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Text Analytics

        Enghouse Interactive is one of three divisions of Enghouse Systems, a publicly traded Canadian company founded in 1984. The other two divisions provide network technology to telecommunications providers and applications for public and private transportation companies; Enghouse Interactive owns the company’s three contact center systems. The corporate group has a history of growth – it now has a market capitalization of more than US$1 billion - achieved both organically and through an aggressive...

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        Topics: Big Data, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Customer Performance, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

        Competition for customers is more intense today than ever before, and companies struggle to differentiate themselves from the competition. Our research repeatedly finds that customer experience is a key differentiator. Our research into next-generation customer engagement said the impetus for improving engagement is to improve the customer experience in almost three quarters (74%) of participants. One increasingly popular way to do this is to use customer journey maps, which show how companies...

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        Topics: Big Data, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Customer Performance, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics
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        • 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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