ISG Software Research Analyst Perspectives

Amazon Web Services Introduces Turmoil to Contact Centers

Posted by ISG Research on 26 July 2017

I have been involved in the call center market for around 30 years, first as a consultant building call centers for organizations and later as an analyst covering developments in organizations’ customer engagement best practices and vendor product developments. Looking back over the first 20, maybe even 25 years, it has been a slowly developing market. Early call centers essentially included an...

Verint Ups Its Game in Knowledge Management

Posted by ISG Research on 21 July 2017

Customer engagement is nothing new – organizations have been engaging with customers in one way or another ever since business began. Over the years, however, the nature of this engagement has changed dramatically, from largely face-to-face encounters and the written word to telephone, email, fax and text messaging and now to text-based applications, social media, mobile apps and video. These...

Genesys Doubles Down on Customer Experience Platform

Posted by ISG Research on 17 July 2017

Today many conversations about contact centers and CRM focus on customer engagement and the customer experience. Customer engagement should be relatively straightforward, addressing how organizations interact with customers through different channels of engagement. However, when it comes to customer experience, I believe many miss the point. The key word is experience, which means it is...

Technology Improves Customer Experience: Does Yours?

Posted by ISG Research on 29 June 2017

Our benchmark research into next-generation customer engagement finds that three-quarters (77%) of organizations participating in the research said it is very important to improve the way they engage with customers. The two main drivers behind this are improving the customer experience (cited by 74%) and improving performance of the customer service organization (70%). This is important because...

Customer Expectations Remain a Business and Technology Challenge

Posted by ISG Research on 14 June 2017

Our benchmark research into next-generation customer engagement shows that companies use, on average, seven channels of communication to engage customers. It also finds that supporting multiple channels leads to several challenges for organizations, chiefly difficulty of integrating systems (49%), channels managed as silos (47%) and inconsistent responses across channels (33%). Today’s customers...

NICE Evolves Workforce Optimization Portfolio for Customer Excellence

Posted by ISG Research on 01 June 2017

I recently discussed how NICE continues to invest in its core products while creating a full customer experience platform, combining its core offerings with products newly acquired from inContact and Nexidia. During two recent briefings, I learned that these investments continue at quite a pace; the company announced a new product to address the ever-increasing number of channels of engagement,...

Pitney Bowes Innovates Customer Engagement

Posted by ISG Research on 23 May 2017

Our benchmark research into the next-generation contact center in the cloud shows that organizations are supporting more and more channels of engagement; an emerging one is video. Adoption rates suggest that use of this technology for customer service is still in its early days, but as more consumers make video calls using mobile apps such as FaceTime, WhatsApp and Skype, we expect adoption rates...

Zuora Acquires Leeyo for Revenue Recognition

Posted by Robert Kugel on 22 May 2017

Zuora, a subscription commerce and billing software company, recently acquired Leeyo, a company that provides software that automates the revenue recognition and forecasting processes. The terms were not disclosed. The acquisition is relevant to subscription-based businesses because of changes to accounting standards about to go into effect that will have a significant impact on how they account...

Imperative for Customer Engagement Needs Attention

Posted by ISG Research on 08 May 2017

Not long ago, organizations engaged with customers by meeting them in person, speaking with them on the telephone or writing to them. To be competitive today, however, organizations cannot confine customer service to those forms of engagement. Customers now engage with each other and organizations through a variety of digital channels that include email, corporate websites, text messaging,...

mplsystems Optimizes Omnichannel Engagement

Posted by ISG Research on 02 May 2017

Our benchmark research into next-generation contact centers in the cloud confirms what many others are writing and talking about – that customer experience is now the business differentiator. This means that organizations need to get customer engagement right at every touch point, be it assisted by employees or digital. The same research shows that while organizations are supporting more channels...

NGDATA Innovates on DNA of the Customer

Posted by ISG Research on 27 April 2017

Ever since I became involved in the CRM and customer service markets, everyone – businesses, vendors, consultants and analysts – has been talking and writing about the “360-degree view of the customer”. Despite claims from several vendors, I haven’t seen any products that produce a full 360-degree view, and user organizations haven’t had the time or resources to develop the technology themselves....

Genesys Advances Engagement and Optimization of Customers

Posted by ISG Research on 11 April 2017

In tracking Genesys for several years I have seen it grow through a series of product developments and acquisitions – from predominantly selling call routing and computer/telephony integration (CTI) software to providing a suite of products that manage inbound and outbound, assisted and digital channels of customer engagement. Continuing this expansion Genesys recently acquired Interactive...

Content Guru Brings Interactions to Cloud for Customer Engagement

Posted by ISG Research on 31 March 2017

Until recently, the contact center technology systems market was straightforward. Vendors typically provided on-premises systems that fell into four broad categories: telephony management, workforce optimization, business applications (most noticeably CRM) and analytics. The advent of more digital channels of engagement – the cloud, mobile devices, and artificial intelligence – has muddied the...

NICE and the Customer Experience Platform

Posted by ISG Research on 22 March 2017

In tracking NICE for a decade I have seen the company grow, through a series of acquisitions and product developments, from a vendor largely of workforce management systems to one that offers a full suite of workforce optimization products. It is now advancing what I call a customer experience platform that builds on top of my last coverage of it advancing its efforts. This includes systems to...

ShoreTel Offers Communications and Contact Centers

Posted by ISG Research on 16 March 2017

Until recently most organizations deployed systems on their own premises to build communications and contact center infrastructures, which often required them to integrate products from several vendors. In the past few years many vendors have moved their systems to the cloud, and others have begun as cloud-based suppliers. This trend has opened up the opportunity for more organizations to take...

Zendesk Puts Real Meaning Back into CRM

Posted by ISG Research on 22 February 2017

One of the first applications I learned about in the contact center market was customer relationship management (CRM). The core capabilities of a CRM system were to manage customer data, marketing campaigns, sales opportunities and service requests. Vendors also touted them as the source for a comprehensive “360 degree” view of the customer, which they could never actually deliver because they...

Customer Experience Research Agenda for 2017

Posted by ISG Research on 14 February 2017

In 2016 Ventana Research saw a significant shift in the customer engagement and contact center software markets. Our benchmark research into the next-generation contact center in the cloud shows that for 70 percent of companies, customer experience is and will be an important way of competing; the largest growth in ways of competing is to introduce digital self-service, which will increase by 12...

USAN Integrates Management of Contact Centers and Communication Channels

Posted by ISG Research on 22 January 2017

Over the last few years the telecommunications and call center industries have undergone radical changes. Telecommunications was mainly in the hands of national and regional telecom companies, which essentially owned all the cables in the ground. The call center market was dominated by a small number of vendors that provided on-premises systems to manage and route calls when they arrived at a...

Teleopti Targets Workforce Management for Contact Centers

Posted by ISG Research on 18 January 2017

Our benchmark research into the next-generation contact center in the cloud shows that the telephone and other nondigital communication channels are far from obsolete: Participating organizations expect growth in all channels. As a consequence, contact centers are likely to remain a key channel to handle customer interactions, and it is likely that contact center agents will have to handle...

CallMiner Advances Customer Engagement Analytics

Posted by ISG Research on 02 January 2017

Our benchmark research into the next-generation contact center in the cloud confirms what most people intuitively know – that consumers now engage with each other and organizations through more communication channels than a few years ago and that many of these are speech- and text-based. Companies are therefore generating large volumes of voice recordings and textual records. They contain vital...