Ventana Research Analyst Perspectives

Vocalcom Supports Contact Center in the Cloud

Posted by Richard Snow on Nov 13, 2012 10:51:46 AM

Vocalcom is one of the up-and-coming names in the contact center market. Founded in 1995, it is headquartered in France but has a worldwide presence, with 4,500 customers and more than half a million users of its services. It may not be as well-known as other companies in the same space because many of the customers are in southern Europe, and a high percentage are outsourcers who use its services to provide contact center services based on its platform. It offers what I call multichannel contact center interaction management in the cloud – what some term “communications in the cloud.” A full contact center consists of the systems to manage multiple communication channels, systems to manage agent performance, business application such as CRM, and analytics. Vocalcom’s strength is in the former, along with integration tools that support interfaces with business applications and analytics that focus on interaction performance.

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Topics: Salesforce.com, Social Media, Customer Analytics, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Vocalcom

Salesforce.com Advances Customer Interaction

Posted by Richard Snow on Aug 2, 2012 10:53:03 AM

Since it was founded in 1999, salesforce.com has been driving other vendors and end-user organizations to rethink how they supply and purchase software. The company has grown from being a supplier of CRM in the cloud to a vendor with diverse offerings that include a development platform, an app exchange, platforms that support marketing, sales and customer service, knowledge management, desktop technology, collaboration, website development, social media support and analytics. Along the way it has also become a powerful marketing machine – which sometimes gets in the way of understanding just what its products do and don’t do, and where they all fit. This obfuscation also extends to its extensive range of partners, where again it is sometimes hard to know who it deals with and how.

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Topics: Salesforce.com, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, LiveOps, NewVoicemedia, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Interactive Intelligence, Text Analytics, Vocalcom

Cloudforce UK Shows Salesforce.com at Its Best

Posted by Richard Snow on May 24, 2012 11:13:56 AM

When the Salesforce.com marketing machine rolls into town, you have to sit up and listen, and that’s what 14,000 attendees did at the latest Cloudforce event in London. The company took over a vast portion of the ExCel London Exhibition Centre to accommodate the keynote speech, lots of side events and meeting rooms and an expo floor where attendees could see demonstrations of every product and service, including many from partners showing what they have to offer.

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Topics: Sales Performance, Salesforce.com, Customer Analytics, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, LiveOps, NewVoicemedia, Operational Performance, Analytics, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Information Applications, Workforce Performance, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Vocalcom