ISG Software Research Analyst Perspectives

NewVoiceMedia Invests for Contact Center in the Cloud Success

Posted by ISG Research on 17 December 2017

2017 has been a year of major changes in the contact center market: several significant acquisitions, vendors expanding their capabilities to support more channels of engagement, a continued trend to move products to the cloud and, as a result, more vendors expanding their global presence. One such vendor is NewVoiceMedia. When I last wrote about the company I pointed out that when it was founded... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Customer Journey Maps, Workforce Optimization

NICE Brings Employee Engagement to Enhance Customer Experience

Posted by ISG Research on 06 December 2017

2017 has been a year of major changes in the contact center market. There have been more acquisitions than in any year I can remember. There have also been more partnerships announced, which have at least in part been enabled by the advance of cloud-based systems. The move to the cloud has continued apace, along with the addition of new capabilities that allow employees to access systems from... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Omnichannel, Workforce Optimization

Why All the Fuss about Customer Journey Maps?

Posted by ISG Research on 20 October 2017

A few years ago, we carried out benchmark research into customer service best practices. A key element of the research was to compare the approaches of the nearly three-fifths (58%) of organizations that described themselves as very customer-focused and the remaining two-fifths (42%) that are not so focused on their customers. Our analysis uncovered differences in two related areas: the use of... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Customer Journey Maps, Digital transformation

Zuora Maximizes Potential of Subscription Billing Portfolio

Posted by ISG Research on 12 October 2017

At the recent Zuora Subscribed17 London event, Founder and CEO Tien Tzuo took about 10 minutes to demonstrate that over the last 12 months the subscription economy has grown considerably and assert that Zuora is committed to supporting organizations that make the transition to such a business model. The numbers Tzuo presented were impressive but more striking still was the understanding that... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Billing and Recurring Revenue, Digital transformation

Verint Desktop Provides Omnichannel Customer Experience

Posted by ISG Research on 01 October 2017

A lot is being written and said about the omnichannel customer experience and the role contact center agents play in providing such experiences. From the customer’s perspective, I think it boils down to four things: that the interaction is easy, personal to them, within the context of the relationship and previous interactions, and consistent no matter with whom or what technology they interact.... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Workforce Optimization

Five9 Launches Global Engagement Center

Posted by ISG Research on 03 September 2017

Our benchmark research into next-generation customer engagement shows the telephone is far from dead as a channel of customer engagement. Although the research shows other channels are likely to grow more quickly over the next two years, nearly half (46%) of organizations said they expect to see significant or some growth in the volume of calls they need to handle. So, as well as supporting... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Omnichannel, Workforce Optimization, Revenue

NICE Integrates Cloud Platform for Customer Engagement

Posted by ISG Research on 28 August 2017

Our benchmark research over the last couple of years confirms what we all instinctively know: Consumers engage with each other and organizations using an increasing number of engagement channels. Indeed, our latest research into the next-generation contact center in the cloud shows the average number of channels organizations now support has grown to almost eight. The same research confirms that... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Workforce Optimization

Aspect Software Makes Progress with New Customer Engagement Center

Posted by ISG Research on 02 August 2017

Not many years ago, building and running a contact center was a complex task. Organizations typically had to license all the systems they required (most of them proprietary and on-premises), customize them to meet their requirements and integrate them into a workable architecture. But beyond all the systems issues, the key to running the center was forecasting the right number of skilled agents... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Billing and Recurring Revenue, Workforce Optimization, Digital transformation

RingCentral Integrates Contact Center and Unified Communications

Posted by ISG Research on 02 August 2017

Customer engagement is undergoing its biggest transformation in decades. Consumers now use a significantly greater number and variety of channels to engage with organizations – everything from phone, email and the corporate website to social media, text messaging, chat, mobile apps and video. This is forcing organizations to change in order not to miss out on business opportunities. We have... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Billing and Recurring Revenue, Workforce Optimization

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... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center

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... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Workforce Optimization, Knowledge Management

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... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Customer Service, Contact Center, Billing and Recurring Revenue, Workforce Optimization

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... Read More

Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Cloud Computing, Collaboration, Customer Service, Internet of Things, Contact Center, Digital Technology, Omnichannel, Customer Journey Maps, Billing and Recurring Revenue

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... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

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,... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

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... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

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,... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

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... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center

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.... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

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... Read More

Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Analytics, Cloud Computing, Collaboration, Customer Service, Internet of Things, Contact Center, Digital Technology