ISG Software Research Analyst Perspectives

Contact Centers Need Radical Change to Meet Consumers’ Expectations

Posted by ISG Software Research on 25 June 2016

I have been involved in the contact center industry for more than 25 years and often see organizations that are slow in keeping up with consumers’ expectations; many of them seem reluctant to change, regardless of the need to do so. For example, agents of my cell phone operator ask the same four questions at the start of a call as they did 30 years ago; my bank supports several channels of...

Topics: Big Data, Social Media, Customer Performance, Business Analytics, Cloud Computing, Uncategorized, Call Center

Interactive Intelligence Enables Contact Center in the Cloud

Posted by ISG Software Research on 18 June 2016

I recently attended the Interactive Intelligence Interactions 2016 conference and came away with four key insights regarding the company’s plans and progress in providing contact centers in the cloud. These include the short-term success of PureCloud, the company’s financial performance, the importance of customer support and dealing with change.

Topics: Customer Performance, Cloud Computing, Uncategorized, Call Center

Verint Gains Innovative Products through Acquisition of Contact Solutions

Posted by ISG Software Research on 18 March 2016

Verint is an established vendor of workforce optimization, advanced analytics and self-service products for customer experience management. Recently it announced its acquisition of Contact Solutions, whose products complement Verint’s. The acquisition adds analytics capabilities and fraud detection software, both of Verint will incorporate into its existing products. Contact Solutions also brings...

Topics: Mobile Technology, Customer Performance, Business Analytics, Business Collaboration, Cloud Computing, Uncategorized, Call Center

Interactive Intelligence Doubles Down on Cloud Computing

Posted by ISG Software Research on 16 March 2016

Six months ago I wrote that Interactive Intelligence bases its product strategy on continued support of its three core products: CIC, CaaS and PureCloud. During a recent briefing CMO Jeff Platón made it clear that although the company continues to support all three, its main focus will be PureCloud Engage that is also certified and available on the Salesforce AppExchange. When the company first...

Topics: Customer Performance, Cloud Computing, Uncategorized, Call Center

Genesys Has New Impetus for 2016

Posted by ISG Software Research on 10 March 2016

During a recent analyst briefing, I learned that Genesys finished 2015 with a bang and enters 2016 with high expectations. Last year it made several changes at the top of the organization, naming a new president, Tom Eggemeier; a new chief marketing officer, Merijn te Booij; and a new head of global sales and field operations, Mark Turner. Their mandate is to stimulate sales of the company’s core...

Topics: Customer Experience, Customer Performance, Cloud Computing, Uncategorized, Call Center

TelStrat Achieves Success with Workforce Optimization in the Cloud

Posted by ISG Software Research on 23 February 2016

TelStrat is a company with a long history. Founded in 1993 it initially resold products of Nortel, Cisco and other telecom equipment vendors. The first product it developed and brought to market was a call recording system deployed on the customer’s premises. It expanded its portfolio over the years, and today its product suite Engage offers all the key pieces of workforce optimization: call...

Topics: Customer Experience, Customer Performance, Cloud Computing, Uncategorized, Call Center

Research Agenda: Transforming Customer Engagement in 2016

Posted by ISG Software Research on 07 February 2016

I have been involved in the contact center, CRM and customer engagement business for more than 25 years. Yet only in the past few years have I seen much change. Until recently nearly all organizations focused on handling customer interactions as efficiently and inexpensively as possible; few made much effort to manage customer relationships over the complete customer life cycle. However, over the...

Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Customer Experience in 2016 Infuses New Digital Technologies

Posted by ISG Software Research on 01 February 2016

There were significant technology developments in customer experience management during 2015. Multichannel contact centers in the cloud took hold of the contact center infrastructure market; I counted 21 vendors offering such services. A variety of vendors entered the market for customer analytics, combining analysis of structured data, speech recordings, text, desktop data, Web contacts, and...

Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Voice of the Customer, Customer Performance, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

mplsystems Offers Array of Customer Experience Support for Contact Centers

Posted by ISG Software Research on 03 January 2016

Based in the U.K., mplsystems is a relatively small vendor of contact center in the cloud systems, having fewer than 200 employees, but it has a distinct portfolio of products. Its core product, intelligentContact, is designed for omnichannel customer engagement. Its two other products, Customer Service CRM and Field Service Management, are not typically supported by other vendors in this space....

Topics: Customer Analytics, Customer Engagement, Customer Experience, Mobile Technology, Speech Analytics, Voice of the Customer, Customer Performance, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Diabolocom Provides Customer Interaction in the Cloud Solution

Posted by ISG Software Research on 24 December 2015

In our benchmark research into contact centers in the cloud, nearly two-thirds (63%) of companies said that adopting applications in the cloud would enable them to improve how they handle customer interactions, and slightly fewer than half (44%) said that adopting communication systems in the cloud would deliver similar benefits. Several vendors now provide such systems. Diabolocom is the latest...

Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Voice of the Customer, Customer Performance, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Oracle Advances Applications and Technology for Customer Experience

Posted by ISG Software Research on 20 December 2015

Oracle has built one of the world’s largest software portfolios through a combination of developing products in-house and acquisitions. In the last few years it has put great effort into transitioning from providing its applications as on-premises products to making them available in the cloud. It also has worked to add customer experience capabilities to its range of business applications....

Topics: Big Data, Customer Engagement, Customer Experience, Customer Performance, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, CRM

Intradiem Enables Real-Time for Agents and Work

Posted by ISG Software Research on 17 December 2015

When I last wrote about Intradiem, its focus was on using numerous sources of data as input for a rules engine that enables companies to make better use of customer service agents’ idle time by allocating tasks to fill those gaps. Although that fundamental concept hasn’t changed, the latest versions of its products also take on a bigger challenge: automating the handling of interactions by...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Performance, Analytics, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM

dvsAnalytics Makes Strong Showing in Workforce Optimization

Posted by ISG Software Research on 09 December 2015

Having covered workforce optimization systems for more than 10 years, recently I was contacted for a briefing by dvsAnalytics. I quickly learned that the analytics mentioned in the company’s name are focused on workforce optimization. Founded in 1983, dvsAnalytics is headquartered in Scottsdale, Ariz., and has thousands of customers in various industry sectors. Its Encore suite of products...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Voice of the Customer, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, Text Analytics, Workforce Force Optimization

Enghouse Evolves Products for Contact Center Demands

Posted by ISG Software Research on 08 December 2015

Over the last few years, through a combination of acquisitions and internal development, Enghouse Interactive has developed a portfolio of contact center products and services. Recently it announced its product portfolio for 2016. This consists of three core products: CCE, CCSP and EICC. These are updated and rebranded versions of the products I recently wrote about, and each is designed to help...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Mobile Technology, Speech Analytics, Customer Performance, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Transera Embraces Salesforce.com and Analytics

Posted by ISG Software Research on 02 December 2015

Transera is an established vendor of contact center in the cloud systems and analytics, and as I discovered at the Salesforce Dreamforce ’15 conference and during a recent briefing, it has added support for managing voice interactions for users of salesforce.com Service Cloud. Its core product, Global Omni-Channel Contact Center, now supports voice, email, chat and Twitter, which are managed...

Topics: Big Data, Customer Engagement, Customer Experience, Speech Analytics, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

LiveOps Empowers Contact Center in the Cloud

Posted by ISG Software Research on 28 November 2015

Founded in 2000, LiveOps has evolved a unique two-sided business model. On one side is LiveOps Agents on Demand, an Uber-like business in which home-based workers sign-up as LiveOps agents, and the company uses them to provide outsourced contact center services. This model enables LiveOps to provide flexible levels of service; customers can scale up and down as needed while the provider is able...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Customer Performance, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Three Tools to Boost Omnichannel Customer Experience

Posted by ISG Software Research on 17 November 2015

Much is written about omnichannel customer experience, and various software vendors now claim to focus on the customer experience. With various degrees of credibility they range from providers of communication channel management to workforce optimization, voice of the customer, self-service, analytics and even CRM. This bandwagon raisesthe question of what omnichannel customer experience really...

Topics: Big Data, Sales Performance, Customer Analytics, Customer Experience, Speech Analytics, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Operational Intelligence, Uncategorized, Call Center, Contact Center, Contact Center Analytics, Text Analytics

Genesys Brings G-Force to Powering a Better Customer Experience

Posted by ISG Software Research on 05 November 2015

I recently joined more than 1,000 users, partners, consultants and other analysts at the first global G-Force 2015 conference, held in Miami. Sponsor Genesys put together an agenda that not only educated but entertained the attendees. For an example of the latter, Sekou Andrews, a poet, actor, musician and voice-over artist, preceded the main keynotes with a wonderful sketch that put customer...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Insights from Dreamforce ‘15 Exceeds Expectations

Posted by ISG Software Research on 17 October 2015

I recently attended my first U.S. Dreamforce, the annual salesforce.com event designed to showcase its products and services as well as those of its partners, and I was impressed. I was told that Dreamforce ‘15 would be big, and it was – just about every hotel, restaurant, meeting room in San Francisco seemed to have been taken over for the week, and still the company had to bring in a cruise...

Topics: Big Data, Sales Performance, Social Media, Customer Analytics, Customer Experience, Marketing, Mobile Technology, Speech Analytics, Wearable Computing, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

ResponseTek Makes Customer Experience Management Simple and Sophisticated

Posted by ISG Software Research on 08 October 2015

ResponseTek is a software vendor whose platform and services help companies collect and act on feedback from their customers. It supports a closed-loop process that collects feedback, analyzes it, provides customizable reports and analysis dependent on the user, and most importantly enables taking action based on the information. This allows companies to understand product and service issues,...

Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Text Analytics