ISG Software Research Analyst Perspectives

Are DXPs Really Needed in a CX World?

Posted by Keith Dawson on 20 July 2021

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...

ServiceNow Brings Customer Workflows with Automation and Intelligence

Posted by Keith Dawson on 20 July 2021

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...

CX Suites Focus on Managing Customer Experiences

Posted by Keith Dawson on 14 July 2021

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...

Twilio is Vendor of Merit in Contact Center in the Cloud Value Index

Posted by Keith Dawson on 08 July 2021

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.

Amazon has Merit in the Contact Center in the Cloud Value Index

Posted by Keith Dawson on 07 July 2021

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.

Vonage has Merit for Contact Center in the Cloud

Posted by Keith Dawson on 05 July 2021

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.

Enghouse Altitude Rated with Assurance in Contact Center Value Index

Posted by Keith Dawson on 03 July 2021

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.

RingCentral Brings Merit to Market for Contact Center in the Cloud

Posted by Keith Dawson on 02 July 2021

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

8x8 Provides Assurance in Contact Center in the Cloud Value Index

Posted by Keith Dawson on 30 June 2021

We are happy to share some insights about 8x8 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Five9 is Innovative in the 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on 29 June 2021

We are happy to share some insights about Five9 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Aspect has Assurance in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on 24 June 2021

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

Cisco is Innovative in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on 23 June 2021

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

Avaya is Innovative in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on 22 June 2021

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

Content Guru is Exemplary in 2021 Value Index for Contact Centers

Posted by Keith Dawson on 17 June 2021

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

Genesys is Exemplary in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on 16 June 2021

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

Zendesk Advances a Suite for CX

Posted by Keith Dawson on 15 June 2021

The outlines of a post-pandemic customer experience (CX) landscape are emerging, and it appears that the market dynamic is bringing companies from different segments into heightened competition with one another. Over the past few years, there has been a change in software-buying preferences from niche point solutions to packaged software suites. Organizations and buyers now want more capability...

Talkdesk is Exemplary in the Contact Center in the Cloud Value Index

Posted by Keith Dawson on 14 June 2021

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

NICE inContact is Exemplary and Overall Value Index Leader in Contact Center in the Cloud

Posted by Keith Dawson on 11 June 2021

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

The Value Index for Contact Center in the Cloud: Classification and Rating of 14 Vendors

Posted by Keith Dawson on 10 June 2021

I am happy to share insights gleaned from our latest Value Index research, an assessment of how well vendors’ offerings meet buyers’ requirements. The Ventana Research Value Index: Contact Center in the Cloud 2021 is the distillation of a year of market and product research by Ventana Research. Drawing on our Benchmark Research, we apply a structured methodology built on evaluation categories...

The Market for Contact Center in the Cloud Software

Posted by Keith Dawson on 09 June 2021

Having just completed the 2021 Ventana Research Value Index for Contact Center in the Cloud, I want to share some of my observations about how the market has advanced since our assessment three years ago. The trend towards cloud deployment for contact center infrastructure has accelerated, partly (but not exclusively) due to the urgency of the 2020 pandemic. CCaaS has been generally accepted as a...