Analyst Perspectives


Search within Analyst Perspectives blog:

TopBar Analyst Perspectives BottomBar
  • Available Posts: 0

Any organization that relies heavily on a large labor force looks to automation to reduce costs, and contact centers are no exception. They handle interactions at such large scale that almost any effort to automate some part of the process can deliver measurable efficiencies. Two factors have ratcheted up attention on automating customer experience workflows: the dramatic expansion of digital...

Read More

Topics: Customer Experience, Voice of the Customer, Analytics, Data Integration, Contact Center, Data, agent management, data operations, Experience Management, AI and Machine Learning


When migrating their communications stacks to the cloud, many organizations come face to face with a quandary: do they emphasize the business phone system and gravitate toward a unified communications vendor? Or should they focus on the specific applications needed for running their contact centers and seek out a CCaaS vendor?

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, AI and Machine Learning


When NICE acquired inContact in 2016, it began a transformation that saw it broaden its product offering and positioned itself to play a larger role in the contact center and customer experience industries. It was a prescient move, creating a firm that could supply end-to-end contact center functionality in the cloud. And it anticipated today’s market dynamic, in which NICE and its competitors...

Read More

Topics: Customer Experience, Voice of the Customer, Business Continuity, Analytics, Contact Center, Data, Digital transformation, agent management, Experience Management, AI and Machine Learning


In part one of this Analyst Perspective on the use of artificial intelligence within contact center applications, we focused on the evolution — and resulting benefits — of tools embedded with AI, including ease-of-use for non-data-scientists.

Read More

Topics: Customer Experience, Voice of the Customer, Analytics, agent management, AI and Machine Learning


When artificial intelligence emerged from the labs and vendors started offering it as a component of their software, many contact-center buyers shied away from it. From their point of view, AI and machine learning tools were new, expensive, relatively untested and had an uncertain use case. This stance was understandable, as contact center professionals are traditionally expected to be...

Read More

Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, agent management, AI and Machine Learning


Tools for contact center agent management have changed considerably in the past few years. The suite of software applications has grown from those that perform core functions in scheduling and quality control to include more advanced solutions for agent guidance, integrated desktops, and workflow and automation design. One area of intense investment by vendors has been analytics, specifically for...

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management


Account-based marketing (ABM) serves as a model for how a complex manual activity can be improved and automated. That does not mean it always goes well. ABM is a practice that many B2B marketers swear by, but it can be very difficult to get a technology-enhanced ABM program up and running.

Read More

Topics: Marketing, Marketing Performance Management, Product Information Management, Digital Marketing, intelligent marketing, Digital Experience Platform


The primary effect of the pandemic on agent/workforce management beginning in 2020 was a rush to re-site and re-equip contact centers and agents. This was achieved with a surprising speed and smoothness industrywide. But once achieved on a “temporary” or “emergency” basis, it became clear that this shift was going to be semi-permanent. Even if the majority of the agent population moves back into...

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management


Customer support operations increasingly rely on automation and complex workflow processes to reduce costs and improve experiences. Automation also allows organizations to make their service processes richer, incorporating information and staff from back offices, for example, or embedding conversational tools into contact center processes.

Read More

Topics: Customer Experience, embedded analytics, Analytics, Contact Center, natural language processing, agent management, Process Mining, Streaming Analytics, AI and Machine Learning


Dialpad provides contact center and business phone services, a market that is in transition due to a convergence of technologies and business conditions.

Read More

Topics: Customer Experience, Voice of the Customer, Analytics, Collaboration, Contact Center, natural language processing, agent management, AI and Machine Learning


The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

Read More

Topics: Voice of the Customer, Collaboration, Data Governance, Data Preparation, Information Management, Data, Product Information Management, Digital Marketing, Digital Commerce, blockchain, data lakes, intelligent marketing


Field service is one element of the service-delivery process that an organization must get right or risk alienating important customers and causing friction in the relationship. The customer experience is directly affected by the timeliness, speed and accuracy of on-site work. Consequences of poor performance can hurt revenue, particularly in B2B situations where failures may cause expensive...

Read More

Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management


The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

Read More

Topics: Customer Experience, Voice of the Customer, Product Information Management, Digital Commerce, Subscription Management, agent management


Customer experience (CX) tools are going through a transition, from piecemeal applications designed to solve narrowly defined problems, to broader suites with integrated functionality. This is occurring along multiple fronts in CX. Software for managing inbound interactions and customer issues is being gathered into CX suites sometimes described as Customer Experience Management (CEM). On the...

Read More

Topics: Customer Experience, Marketing, Voice of the Customer, Product Information Management, Digital Marketing, Digital Commerce, intelligent marketing


Customer Service & Support (CSS) is a software segment that provides tools for tracking and resolving customer problems, primarily through contact centers. The segment has been mature for decades but today is reinvigorated by a new emphasis on workflows and automation. Vendors, like ServiceNow, have been innovative in developing new technologies for managing self-service and field service, and...

Read More

Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management, AI and Machine Learning


When we speak of the “customer experience,” we are really referring to the results of a broad spectrum of activities that collectively we describe as a journey or a lifecycle. In the past, how we spoke about customers was largely determined by the limited view of what transpired during short, contact center interactions. Customer experience (CX) evolved as a way to incorporate more facets of...

Read More

Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Product Information Management, Digital Marketing, Digital Commerce, Subscription Management, agent management, intelligent marketing


We are happy to share some insights about Twilio drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management


We are happy to share some insights about Amazon drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management


We are happy to share some insights about Vonage drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management


We are happy to share some insights about Altitude, now part of Enghouse, drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management


Posts by Topic

see all

Posts by Month

see all