Ventana Research Analyst Perspectives

Ventana Research Technology Innovation Awards Are More Than Cool

Posted by Mark Smith on Aug 31, 2013 1:34:18 AM

In the realm of technology that matters for business and IT, our firm as part of our responsibility continually assesses the latest technology and how it can impact organizations’ efficiency and effectiveness. Our benchmark research in technology innovation found that 87% of participants indicated the importance of increasing the organization’s value through technology innovation. Every year we take our knowledge from research and technology briefings to focus on our Technology Innovation Awards and determine the vendors and products that have the potential to drive change in the market, the competitiveness of an organization’s business and sometimes just how efficiently a company operates. Our firm believes that Innovation can come from any size technology vendor from the smallest to the largest that are measured on a spectrum of attributes that contribute to the specific impact of the technology.

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Topics: Analytics, Big Data, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, CIO, Cloud Computing, Collaboration, Contact Center, Customer, Customer & Contact Center, Datameer, Datawatch, ESRI, Financial Management, Financial Performance, Globoforce, Governance, Risk & Compliance (GRC), GRC, HCM, Hortonworks, IBM, Informatica, Information Applications, Information Builders, Information Management, Information Optimization, IT Performance, Johnson Controls Panoptix, Kronos, KXEN, Kyriba, Location Analytics, Location Intelligence, Marketing, Mobile, NetBase, Office of Finance, Operational Intelligence, Operational Performance, Oracle, Overall Operational Leadership, Peoplefluent, Planview, Roambi, Sales, Sales Performance, Service & Supply Chain, Social Media, SQLstream, Supply Chain Performance, Sustainability, Upstream Works, Vertex, VMWare, VPI, Workforce Performance, IT Analytics & Performance, Xactly, Information Technology

VPI Extends into Multi-channel Analytics

Posted by Richard Snow on Sep 26, 2012 9:37:28 AM

Voice Print International recently announced it has selected Hewlett-Packard’s Autonomy to deliver speech and multi-channel analytics. This news means VPI joins a small group of vendors that can provide a view of customer interactions across multiple communication channels, which is of growing importance to companies. My research into the contact center in the cloud shows that companies now support an average of four to five channels of interaction with customers. Without a multi-channel view they are in danger of upsetting customers but not knowing what customers have tried before. The core challenge is that many interactions are either in the form of call recordings or text (email messages, forms, letters, chat and web scripts, and social media). Companies that cannot process all of these forms of data are left with an incomplete view.

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Topics: Business Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Service, Desktop Analytics, Management, Speech Analytics, Text Analytics, Voice of the Customer, VPI, Customer Experience, Analytics

VPI Optimize Agents for Quality Customer Interactions

Posted by Richard Snow on Jul 26, 2012 12:10:10 PM

VPI, a well established vendor in the workforce optimization (WFO) space, was recently rated as a Hot vendor in the Ventana Research Agent Performance Management 2012 Value Index, which extends the traditional definition of WFO to include multichannel interaction capture, agent-related analytics, and agent compensation management. VPI’s Hot rating is a tribute to the functionality and architecture of its suite, even though it doesn’t include a WFM product (instead, workforce management is supported through integration with a number of the specialist WFM products) or compensation management.

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Topics: Business Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Service, Desktop Analytics, Knowlagent, Nexxphase, Pipkins, Speech Analytics, Text Analytics, Voice of the Customer, VPI, Workforce Force Optimization, Customer Experience, Analytics

Agents Performance Management is Hot for Successful Customer Interactions

Posted by Richard Snow on Jul 16, 2012 12:23:42 PM

Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.

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Topics: Business Analytics, Business Performance, Call Center, Cloud Computing, coaching, Contact Center, Contact Center Analytics, Customer Analytics, Customer & Contact Center, Desktop Analytics, Enkata, Envision, Genesys, KnopahSoft, LiveOps, NICE Systems, OnviSource, Operational Performance, Predictive Analytics, Sales Performance, Social Media, Speech Analytics, Text Analytics, Training, Verint, Voice of the Customer, VPI, Workforce Force Optimization, Workforce Performance, Analytics, Call Copy, Compensation

VPI Makes Contact Center Operations Suite and Simple

Posted by Richard Snow on Mar 9, 2011 9:15:44 PM

Running a contact center has never been easy, and today it is harder than ever. Customers have become more demanding of good service and less tolerant of errors and are inclined to communicate over multiple channels of communications. Companies not only have to get all the technology together to handle all these forms of interactions but must also ensure that their contact center agents are working as efficiently and effectively as possible. My latest research into the technologies companies use in trying to achieve these objectives shows that three goals dominate most companies’ planning: improving the information they have available to monitor and assess their overall operation, agents’ performance and the outcome of interactions; focusing training and coaching to better target the needs of individual agents; and improving their interaction-handling processes.

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Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Operational Performance, VPI, Customer Experience