Ventana Research Analyst Perspectives

Salesforce Brings Conversation and Customer Experience to the Forefront

Posted by Mark Smith on Oct 16, 2018 9:00:00 AM

Dreamforce has become the largest enterprise software event for businesses in the United States, and it is evident why when looking at it this year. With over 170,000 business and IT professionals attending, Salesforce came to show off upcoming product announcements and innovations. This year's biggest focus was on Einstein Voice (a personalized and intelligent conversational assistant), integration with other platforms, and Salesforce Customer 360. The last of these is the start of an answer to a problem we have well documented; businesses struggle getting a full view of the customer and provide a frictionless response to issues and interactions. For the full breakdown of Dreamforce 2018, and my analysis of all the largest announcements, watch my hot take video.

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Topics: Customer Experience, digital technology, Digital Marketing, Marketing, Voice of the Customer, AI, Machine Learning, natural language processing, SPM, Sales Performance Management, Robotic Process Automation, CRM, Salesforce.com, Dreamforce

Research Agenda: Transforming Customer Engagement in 2016

Posted by Richard Snow on Feb 7, 2016 9:05:22 PM

I have been involved in the contact center, CRM and customer engagement business for more than 25 years. Yet only in the past few years have I seen much change. Until recently nearly all organizations focused on handling customer interactions as efficiently and inexpensively as possible; few made much effort to manage customer relationships over the complete customer life cycle. However, over the last 18 months, the scene has begun to change very rapidly, and I expect that to continue and even accelerate during 2016.

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Topics: Analytics, Big Data, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Engagement, Customer Service, Speech Analytics, Text Analytics, Uncategorized, Voice of the Customer, Customer Experience

Customer Experience in 2016 Infuses New Digital Technologies

Posted by Richard Snow on Feb 1, 2016 8:47:26 AM

There were significant technology developments in customer experience management during 2015. Multichannel contact centers in the cloud took hold of the contact center infrastructure market; I counted 21 vendors offering such services. A variety of vendors entered the market for customer analytics, combining analysis of structured data, speech recordings, text, desktop data, Web contacts, and events and processes to provide a comprehensive “360-degree” view of the customer and customer journey maps to track individual interactions over time. In addition a range of self-service or digital customer service applications became available, including mobile apps, voice-activated virtual agents, interactive video and Q&A websites and chat driven by natural-language processing. Digitally connected devices (the Internet of Things [IoT]) and wearable devices began to emerge. In 2016 I will track and try to anticipate the impact these technologies have on the customer experience.

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

mplsystems Offers Array of Customer Experience Support for Contact Centers

Posted by Richard Snow on Jan 3, 2016 10:46:14 PM

Based in the U.K., mplsystems is a relatively small vendor of contact center in the cloud systems, having fewer than 200 employees, but it has a distinct portfolio of products. Its core product, intelligentContact, is designed for omnichannel customer engagement. Its two other products, Customer Service CRM and Field Service Management, are not typically supported by other vendors in this space. As I dug deeper into the component parts of each of these products, I found other capabilities that also are not normally offered by contact center in the cloud vendors.

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

Diabolocom Provides Customer Interaction in the Cloud Solution

Posted by Richard Snow on Dec 24, 2015 8:38:13 PM

In our benchmark research into contact centers in the cloud, nearly two-thirds (63%) of companies said that adopting applications in the cloud would enable them to improve how they handle customer interactions, and slightly fewer than half (44%) said that adopting communication systems in the cloud would deliver similar benefits. Several vendors now provide such systems. Diabolocom is the latest one to brief me on its products. Founded in 2005 and having around 30 employees, it has headquarters in France (and its website is in French), but it has a global presence, primarily for supporting French companies that have offices around the world. Its contact center  products are available only in the cloud and extend beyond basic multichannel communications to other applications connected with handling customer interactions.

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