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Tools for contact center agent management have changed considerably in the past few years. The suite of software applications has grown from those that perform core functions in scheduling and quality control to include more advanced solutions for agent guidance, integrated desktops, and workflow and automation design. One area of intense investment by vendors has been analytics, specifically for...
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
The primary effect of the pandemic on agent/workforce management beginning in 2020 was a rush to re-site and re-equip contact centers and agents. This was achieved with a surprising speed and smoothness industrywide. But once achieved on a “temporary” or “emergency” basis, it became clear that this shift was going to be semi-permanent. Even if the majority of the agent population moves back into...
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
Customer support operations increasingly rely on automation and complex workflow processes to reduce costs and improve experiences. Automation also allows organizations to make their service processes richer, incorporating information and staff from back offices, for example, or embedding conversational tools into contact center processes.
Read MoreTopics: Customer Experience, embedded analytics, Analytics, Contact Center, natural language processing, agent management, Process Mining, Streaming Analytics, AI and Machine Learning
Dialpad provides contact center and business phone services, a market that is in transition due to a convergence of technologies and business conditions.
Read MoreTopics: Customer Experience, Voice of the Customer, Analytics, Collaboration, Contact Center, natural language processing, agent management, AI and Machine Learning
Field service is one element of the service-delivery process that an organization must get right or risk alienating important customers and causing friction in the relationship. The customer experience is directly affected by the timeliness, speed and accuracy of on-site work. Consequences of poor performance can hurt revenue, particularly in B2B situations where failures may cause expensive...
Read MoreTopics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management
The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.
Read MoreTopics: Customer Experience, Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Continuous Planning, embedded analytics, Learning Management, Analytics, Business Intelligence, Collaboration, Data Governance, Data Preparation, Information Management, Internet of Things, Business Planning, Contact Center, Data, Product Information Management, Sales Performance Management, Workforce Management, Financial Performance Management, Price and Revenue Management, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, Revenue, blockchain, natural language processing, data lakes, Total Compensation Management, robotic finance, Predictive Planning, employee experience, candidate engagement, Conversational Computing, Continuous Payroll, collaborative computing, mobile computing, continuous supply chain, Subscription Management, agent management, extended reality, intelligent marketing, sales enablement, work experience management, robotic automation, AI and Machine Learning, lease and tax accounting
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...
Read MoreTopics: Customer Experience, Voice of the Customer, Analytics, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management, AI and Machine Learning
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...
Read MoreTopics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Product Information Management, Digital Marketing, Digital Commerce, Subscription Management, agent management, intelligent marketing
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
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.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
