Ventana Research Analyst Perspectives

Salesforce Innovates in Customer Engagement

Posted by Ventana Research on Jan 8, 2015 6:41:15 AM

When Salesforce.com began in 1999 its stated intent was “to reinvent CRM in the cloud.” In 15 years, the company has achieved much more than that, having a major impact on the way IT systems are delivered: Large numbers of vendors have followed its example to provide cloud-based systems. It added a platform as a cloud – a software development environment in the cloud – to its portfolio, introduced an apps store where many vendors sell their products and services, moved into social and mobile computing, and expanded CRM in the cloud to marketing, sales and service clouds. And it continues to innovate in the fast-changing business software market.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Self-service, Operational Performance, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Agent desktop, unified communication, virtual agent, voice of the customer (VoC), workforce optimization

Lessons Learned about the Customer Experience in 2014

Posted by Ventana Research on Dec 31, 2014 9:46:57 AM

During this year talk has been widespread about the customer experience, which is good. What is not so good is that, according to my benchmark research into next-generation customer engagement, most companies still struggle to deliver satisfying experiences. However, the research and my discussions with users and vendors lead to some clear conclusions:

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Self-service, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Agent desktop, unified communication, virtual agent, voice of the customer (VoC), workforce optimization

Interactive Intelligence Innovates in the Cloud for Contact Centers

Posted by Ventana Research on Dec 26, 2014 7:31:32 AM

Interactive Intelligence is a well-established supplier of contact center systems and just celebrated its 20th anniversary. Customer Interaction Center (CIC) is its on-premises product, which provides integrated management of multiple communication channels and supports a high degree of customization. Communications as a Service (CaaS) is a virtual private cloud (for single tenants) version of CIC and as such offers less potential for customization. Recently Interactive Intelligence released PureCloud, an innovative cloud-based service that is available through Amazon Web Services.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Self-service, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Agent desktop, unified communication, virtual agent, voice of the customer (VoC), workforce optimization

IBM Enables Business Innovation from 21st Century Technology

Posted by Ventana Research on Dec 19, 2014 10:05:10 AM

Those of us who have been in the technology industry for many years remember the phrase “No one ever got fired for buying IBM.” Then IBM was both a hardware and a system software vendor, and most IT managers new that hardly anyone would question a decision to go with IBM. These days IBM has done extensive marketing to make itself known for everything “smart” – planets, cities, commerce and of course technology. While its website suggests it offers a limited number of software products, in fact IBM is one of the largest providers software and is committed to innovation. David Stokes, CEO of the U.K. and Ireland division, kicked off its recent U.K. BusinessConnect event by reminding the audience that IBM is driven by three fundamentals – data, the cloud and security.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Self-service, Analytics, Business Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Agent desktop, unified communication, virtual agent, voice of the customer (VoC), workforce optimization

No Need to Dream of Customer Engagement at Dreamforce

Posted by Richard Snow on Nov 19, 2013 7:32:49 AM

I recently wrote how the recent U.K.-based Call Centre Expo showed that companies have shifted priorities for deployment systems from on-premises infrastructures to cloud-based systems and that as a consequence vendors had shifted focus from workforce optimization to cloud-based multichannel interaction management. Confirming this trend, as salesforce.com Dreamforce event at least 10 such vendors will be showing their products. A few of them I saw at Call Centre Expo: Genesys, Interactive Intelligence, LiveOps, NewVoiceMedia and Vocalcom. But as an illustration of how rapidly this market has grown, Dreamforce also will host 8x8, Corvisa Cloud, Five9, inContact and ShoreTel. Between the two events there are 18 vendors offering such products, and many others will not promote and demonstrate products at the event.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience Management, Speech Analytics, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Agent desktop, unified communication, workforce optimization