ISG Software Research Analyst Perspectives

CX Suites Focus on Managing Customer Experiences

Posted by Keith Dawson on 14 July 2021

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 More

Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Product Information Management, Digital Marketing, Digital Commerce, Subscription Management, agent management, intelligent marketing

Twilio is Vendor of Merit in Contact Center in the Cloud Value Index

Posted by Keith Dawson on 08 July 2021

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. We published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address buyers’ requirements for... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Amazon has Merit in the Contact Center in the Cloud Value Index

Posted by Keith Dawson on 07 July 2021

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. We published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address buyers’ requirements for... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Vonage has Merit for Contact Center in the Cloud

Posted by Keith Dawson on 05 July 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Enghouse Altitude Rated with Assurance in Contact Center Value Index

Posted by Keith Dawson on 03 July 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

RingCentral Brings Merit to Market for Contact Center in the Cloud

Posted by Keith Dawson on 02 July 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

8x8 Provides Assurance in Contact Center in the Cloud Value Index

Posted by Keith Dawson on 30 June 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address buyers’... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Five9 is Innovative in the 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on 29 June 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address buyers’... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Aspect has Assurance in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on 24 June 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Cisco is Innovative in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on 23 June 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address buyers’... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Avaya is Innovative in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on 22 June 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address buyers’... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Content Guru is Exemplary in 2021 Value Index for Contact Centers

Posted by Keith Dawson on 17 June 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Genesys is Exemplary in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on 16 June 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Zendesk Advances a Suite for CX

Posted by Keith Dawson on 15 June 2021

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... Read More

Topics: Customer Experience, Contact Center, agent management

Talkdesk is Exemplary in the Contact Center in the Cloud Value Index

Posted by Keith Dawson on 14 June 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

NICE inContact is Exemplary and Overall Value Index Leader in Contact Center in the Cloud

Posted by Keith Dawson on 11 June 2021

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. Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address buyers’... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

The Value Index for Contact Center in the Cloud: Classification and Rating of 14 Vendors

Posted by Keith Dawson on 10 June 2021

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... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management

The Market for Contact Center in the Cloud Software

Posted by Keith Dawson on 09 June 2021

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... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management

Customer Service and Support: Expanded Role and Need for Software

Posted by Keith Dawson on 27 May 2021

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. These functions... Read More

Topics: Customer Experience, Analytics, Contact Center, agent management, AI and Machine Learning

Zoho Builds a CX Suite Inside Zoho One

Posted by Keith Dawson on 11 May 2021

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... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management, marketing sales