ISG Software Research Analyst Perspectives | Mark Smith (7)

Gaining Dynamic Insights on Sales Planning

Posted by Mark Smith on 15 October 2019

Managing sales processes and resources without careful planning is a recipe for failure. Effectiveness in sales starts with planning that involves the full range of stakeholders. This planning should involve a systematic process, incorporate all relevant information and be supported by capable software designed for this purpose. Furthermore, everyone who participates in sales-related activities,... Read More

Topics: Sales, Product Information Management, Sales Performance Management, Digital Commerce, Subscription Management, intelligent sales

Dynamic Insights Research on Sales Analytics Guides Innovation, not Evolution

Posted by Mark Smith on 04 October 2019

Having effective analytics enables businesses to understand far better than ever before the data they’re collecting, and to do so in greater volumes and more forms. These new capabilities are especially relevant to sales organizations. When applied to sales data, analytics can help sales teams achieve quotas and forecast more consistently, as well as understand the impacts of incentives and... Read More

Topics: Customer Experience, Voice of the Customer, business intelligence, embedded analytics, Analytics, Collaboration, Data Governance, Data Preparation, Information Management, Internet of Things, Contact Center, Data, Digital Technology, Digital Commerce, blockchain, natural language processing, data lakes, Intelligent CX, Subscription Management, agent management, AI and Machine Learning

AWS Lags in Connecting Contact Centers in Cloud Computing

Posted by Mark Smith on 06 December 2018

I am happy to share some insight on AWS drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

8x8 Brings Good to Contact Center in the Cloud Market

Posted by Mark Smith on 03 December 2018

I am happy to share some insight on 8x8 drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

IFS brings Focus to CX with Contact Center in the Cloud

Posted by Mark Smith on 29 November 2018

I am happy to share some insight on IFS-mplsystems drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Altitude Brings Simplification to Customer Engagement for Contact Centers

Posted by Mark Smith on 26 November 2018

I am happy to share some insight on Altitude drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Five9 Brings Balanced Value to Contact Center in the Cloud

Posted by Mark Smith on 21 November 2018

I am happy to share some insight on Five9 drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

RingCentral Brings SMB Value to Contact Centers

Posted by Mark Smith on 19 November 2018

I am happy to share some insight on RingCentral drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Content Guru Brings Manageable Contact Center in the Cloud

Posted by Mark Smith on 15 November 2018

I am happy to share some insight on Content Guru drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

NewVoiceMedia Demonstrates its Validation in Contact Center in the Cloud

Posted by Mark Smith on 13 November 2018

I am happy to share some insight on NewVoiceMedia drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, NewVoicemedia, Cloud Computing, Collaboration, Customer Service, Contact Center, Value Index, Workforce Optimization

Serenova Simplifies Contact Center in the Cloud for Business

Posted by Mark Smith on 08 November 2018

I am happy to share some insight on Serenova drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Genesys Brings a Pure Focus to Contact Center in the Cloud

Posted by Mark Smith on 05 November 2018

I am happy to share some insight on Genesys drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Cisco Unified Contact Centers in Cloud Computing with BroadSoft

Posted by Mark Smith on 29 October 2018

I am happy to share some insight on BroadSoft drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Aspect Brings Great TCO and ROI for Contact Centers in the Cloud

Posted by Mark Smith on 25 October 2018

I am happy to share some insight on Aspect Software drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

NICE inContact Leads the Pack in Contact Center in Cloud Value Index

Posted by Mark Smith on 22 October 2018

I am happy to share some insight on NICE inContact drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Salesforce Brings Conversation and Customer Experience to the Forefront

Posted by Mark Smith on 16 October 2018

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),... Read More

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

2018 Value Index for Contact Center in the Cloud Vendor Ratings

Posted by Mark Smith on 15 October 2018

I am happy to share some insights gleaned from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. Drawing on our benchmark research, we utilize a structured research methodology with evaluation categories designed to reflect the breadth of the real-world criteria... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Supercharging Customer Experiences Through Contact Centers in the Cloud

Posted by Mark Smith on 11 October 2018

An intensified focus on the customer is driving the trend toward enabling omnichannel support in contact centers, our benchmark research on contact centers in the cloud has found. In my last analyst perspective I highlighted some key benefits of a contact center in the cloud. In this perspective, I want to elaborate on the finding that only about one-third (35%) of organizations participating in... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Embracing New Channels Through Contact Center and Cloud Computing

Posted by Mark Smith on 08 October 2018

To remain competitive, organizations must deliver the best possible customer experience through all channels of engagement. One technological approach to accomplish this is to enable a contact center to handle all the channels through which customer interactions with the organization are routed and acted upon. The contact center continues to need to handle telephony, of course, as this remains a... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

AI in Business: Hypocrisy and Opportunity

Posted by Mark Smith on 06 June 2018

We now are well beyond the year depicted in 2001: A Space Odyssey, a cinematic perspective on the future of artificial intelligence in which HAL 9000, a computer, is able to simulate human behavior and control machines. Anyone reviewing the past two years of marketing around AI in the business technology industry can be forgiven for believing that we have arrived at the futuristic state Stanley... Read More

Topics: Big Data, Data Science, Mobile, Customer Analytics, Customer Engagement, Customer Experience, Machine Learning, Mobile Technology, Analytics, Business Intelligence, Cloud Computing, Collaboration, Customer Service, Data Governance, Data Integration, Data Preparation, Internet of Things, Contact Center, Information Optimization, Digital Technology, Machine Learning and Cognitive Computing, Cybersecurity, Billing and Recurring Revenue, Workforce Optimization, collaboration for business

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