For almost two decades, Vitria has been harvesting data across networks and systems and using events to drive operational intelligence using the science of complex event processing (CEP). The company won the 2012 Ventana Research Technology Innovation Award in the category of Operational Intelligence for KPI Builder, and in past years its customer TXU Energy won our Leadership Award. Last year my colleague Richard Snow assessed how Vitria uses big data from sources inside and outside the enterprise to enable timely action across the organization. Vitria can parse big data in motion across the network through its correlation, workflow and analytic architecture and compare it with historical data to provide insights for those responsible for taking action.
Topics: Big Data, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Complex Event Processing, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Management, IT Performance, Location Intelligence, Mobile Technology, Operational Intelligence, Operational Performance, Sales Performance, Social Media, Vitria
Ventana Research was the first analyst firm to cover operational intelligence, and a while back I wrote how the products of Vitria support proactive customer service by using event data to anticipate likely impacts of operation issues on customer service. Our research into the use of analytics shows that while more mature companies have begun to adopt OI, they are mainly early adopters. In an effort to speed up adoption, Vitria has developed what it calls operational intelligence apps and it has opened up a trial program for companies to explore how they can help improve their operations using these new applications.
Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Service, Desktop Analytics, Information Applications, Operational Intelligence, Operational Performance, Predictive Analytics, Social CRM, Speech Analytics, Text Analytics, Vitria, Voice of the Customer, Customer Experience, Analytics
Vitria is one of a small group of vendors offering a type of analytics called operational intelligence. The term is not widely known, although Ventana Research has defined and tracked this market for many years and researched. We define operational intelligence (OI) as “a set of event-centered information and analytics processes operating across the network that enable people to take effective actions and make better decisions.” For its part Vitria defines OI as “a new type of real-time, dynamic analytics that delivers visibility into business operations.” Marry the two and you begin to see what differentiates OI from other forms of analytics.
Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, Operational Performance, Predictive Analytics, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Vitria, Voice of the Customer, Workforce Management, Customer Experience, Analytics
In my writing and speaking, I try to avoid “market babble,” which numbs ordinary readers with technology buzzwords and three-letter acronyms. Lately I have been accused of overusing the phrase “interaction-handling processes,” which some people have taken as an instance of market-speak. So I’ll explain what I mean by it. It has to do with contact center agents – or customer service representatives, if you prefer – trying to resolve customers’ issues. When handling a call, for example, this includes how they identify the caller, how they identify the caller’s issue, the systems they use to resolve the issue, how they close the call, and what they need to do afterward. It used to be common for companies to provide agents with a script to guide them through this process, but now these inflexible routines are being replaced with more advanced automated systems. These systems guide the agent through interactions of different types – general inquiries, complaints, sales and support, say – and allow them to personalize responses based on the caller’s profile. It is generally true that the more an agent can adapt the process to personalize the responses, the better the customer experience will turn out.