Clik here to view.
Customer and Contact Center Management Research Agenda for 2013
Despite the recession, 2012 was a busy year in the contact center, customer service and customer experience markets. Ventana Research completed four benchmark research studies into customer...
View ArticleClik here to view.
2013 Direction of Technology for Customer and Contact Management
At the beginning of 2012 Ventana Research predicted that six major technologies would have an impact on the provision and supply of IT systems, and that these would bring about innovation in the way...
View ArticleClik here to view.
Best Practices and Benefits from Using a Customer Service Agent Desktop
My research into the customer service agent desktop shows that most centers expect a lot of their contact center agents: more than half (59%) handle between two and five different services (such as...
View ArticleClik here to view.
Cisco Finesse Provides Innovative Agent Desktop
My recent benchmark into the unified customer service agent desktop shows how critical the agent desktop is to improving agent satisfaction, meeting key customer-related metrics and enhancing the...
View ArticleClik here to view.
Companies Miss the Point of Voice of the Customer (VOC)
The majority of companies think it is important to collect customer feedback, according to my recent research into customer feedback management, and they put that feedback to an average of five uses,...
View ArticleClik here to view.
Verint Announces Real-Time Personalized Guidance
Recently Verint announced a new development in its workforce optimization suite Impact 360 Workforce Optimization that it calls Personalized Guidance. It aims to improve the customer experience by...
View ArticleClik here to view.
Vertical Solutions Integrates Field Service and CRM
I hadn’t come across Vertical Solutions until a recent briefing, from which I found that the company offers an interesting combination of field service management and CRM. Vertical Solutions has...
View ArticleClik here to view.
Enghouse Interactive Advances Multichannel Customer Interactions
I recently wrote how Enghouse Interactive is building a portfolio of products to support contact center in the cloud. The foundation of all its products is the handling of interactions through a...
View ArticleClik here to view.
NewVoiceMedia Expands Globally to Advance Contact Center in the Cloud
NewVoiceMedia recently announced it has raised $20 million of investment funds to aid its expansion overseas, including offices in North America. The company was founded in the UK in 2000 and...
View ArticleClik here to view.
OnviSource Joins-Up Customer-Related Processes
OnviSource is best known for its OnviCenter Product Suite, which includes what is commonly referred to as workforce optimization (recording, quality, monitoring, workforce management, analytics) plus a...
View ArticleClik here to view.
Intradiem Takes Customer Agent Task Management to Next Level
Intradiem is a vendor that not many people have heard about, for the simple reason that it is actually Knowlagent, which recently announced a complete rebranding. The company says the new brand better...
View ArticleClik here to view.
Subscription Billing Model Can Maximize Customer Value
You would think that all organizations would want to maximize the value of every customer relationship, but my research over the last couple of years suggests otherwise. Three particular insights stick...
View ArticleClik here to view.
LiveOps Improves the Agent Experience
My recent research into the contact center in the cloud shows the typical agent’s life is not an easy one. Agents are expected to handle more types of interactions that arrive through more...
View ArticleClik here to view.
Cisco Advances Customer Interactions and Collaboration in Contact Center
Cisco is without doubt best known as a supplier of networking systems. Its products have been used by companies large and small to build local and wide area networks. It has played in the contact...
View ArticleClik here to view.
Transera Uses Big Data for Customer Engagement Analytics
Transera is an established contact center in the cloud vendor with in-depth interaction routing capabilities. During a recent briefing I learned that it has now supplemented these capabilities by...
View ArticleClik here to view.
Genesys Acquires Angel.com to Advance Contact Centers
The first positive signs for the “the new Genesys” emerged just 100 days after its sale by Alcatel was completed last year, and those positive signs have continued. The company has not only maintained...
View ArticleClik here to view.
Three Unified Communications Trends in Evidence at UCExpo 2013
I recently attended the Unified Communication Expo exhibition and conference in London to find out how much communications has been changing. As I entered the exhibition center the first thing I...
View ArticleClik here to view.
Welcome to the 2.0 World of Technology Marketing
Like me, you have no doubt spotted the propensity for software vendors and consultants to call anything new “2.0”; for example, we have ERP 2.0 and CRM 2.0. Just recently during a joint Aspect and...
View ArticleClik here to view.
Clarabridge Operationalizes Text Analytics for Better Customer Experience
Clarabridge is a well-known text analytics vendor that markets its products under the banner of customer experience management. As I wrote last year, its products allow organizations to take a...
View ArticleClik here to view.
Salesforce.com Helping Organizations Achieve Customer Excellence
I recently wrote that Salesforce.com was a vendor to watch during 2013, and during a recent briefing I heard more messages that support this view. First there was confirmation about financials. Even...
View Article