Analyst Perspectives

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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...

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.

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.

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...

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...

Customer service and support (CSS) is a term with two meanings. Most generally, it refers to the functions of a contact center in handling post-sales customer inquiries that require some effort or action on the part of the business. More specifically, it refers to the elements of the software stack that facilitate those operations, primarily case tracking and trouble ticketing.

There are many software components that facilitate contact center operations. Historically, the industry has relied, in part, on niche or best-of-breed applications but this is shifting in favor of broadly integrated suites or ecosystems. When we look at CX trends beyond the contact center, the shift is even more pronounced, with the bundling/collection of applications from martech to...

Voice of the Customer (VoC) is a catch-all term that refers to the collection of customer feedback in various formats. Sometimes this feedback is in the form of quick surveys or reactions to questions like, "Did I resolve your issue today?" or "Would you recommend our service to a friend?" Alternatively, it can be derived from less specific but more numerous data signals that span multiple...

Business phone systems and contact center platforms received renewed attention in 2020 as organizations acquired tools for agents working from home. That put the spotlight on vendors, like Avaya, that have feet in both worlds. Since both forms of communications technology are well-suited to the cloud, Avaya has developed its Unified Communications as a Service (UCaaS) and Contact Center as a...

The pandemic accelerated several trends in the contact-center industry that were already underway, chiefly: moving infrastructure and software applications to the cloud, and rethinking the process of managing agents. One byproduct of these trends is a renewed look at the similarities between business-phone systems (also known as unified communications, or UC) and contact center systems (CC).