ISG Software Research Analyst Perspectives

IFS brings Focus to CX with Contact Center in the Cloud

Posted by Mark Smith on 29 November 2018

I am happy to share some insight on IFS-mplsystems drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Altitude Brings Simplification to Customer Engagement for Contact Centers

Posted by Mark Smith on 26 November 2018

I am happy to share some insight on Altitude drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Five9 Brings Balanced Value to Contact Center in the Cloud

Posted by Mark Smith on 21 November 2018

I am happy to share some insight on Five9 drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

RingCentral Brings SMB Value to Contact Centers

Posted by Mark Smith on 19 November 2018

I am happy to share some insight on RingCentral drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Content Guru Brings Manageable Contact Center in the Cloud

Posted by Mark Smith on 15 November 2018

I am happy to share some insight on Content Guru drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

NewVoiceMedia Demonstrates its Validation in Contact Center in the Cloud

Posted by Mark Smith on 13 November 2018

I am happy to share some insight on NewVoiceMedia drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in...

Topics: Customer Analytics, Customer Engagement, Customer Experience, NewVoicemedia, Cloud Computing, Collaboration, Customer Service, Contact Center, Value Index, Workforce Optimization

Serenova Simplifies Contact Center in the Cloud for Business

Posted by Mark Smith on 08 November 2018

I am happy to share some insight on Serenova drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Genesys Brings a Pure Focus to Contact Center in the Cloud

Posted by Mark Smith on 05 November 2018

I am happy to share some insight on Genesys drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Cisco Unified Contact Centers in Cloud Computing with BroadSoft

Posted by Mark Smith on 29 October 2018

I am happy to share some insight on BroadSoft drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Aspect Brings Great TCO and ROI for Contact Centers in the Cloud

Posted by Mark Smith on 25 October 2018

I am happy to share some insight on Aspect Software drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

NICE inContact Leads the Pack in Contact Center in Cloud Value Index

Posted by Mark Smith on 22 October 2018

I am happy to share some insight on NICE inContact drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Salesforce Brings Conversation and Customer Experience to the Forefront

Posted by Mark Smith on 16 October 2018

Dreamforce has become the largest enterprise software event for businesses in the United States, and it is evident why when looking at it this year. With over 170,000 business and IT professionals attending, Salesforce came to show off upcoming product announcements and innovations. This year's biggest focus was on Einstein Voice (a personalized and intelligent conversational assistant),...

Topics: Salesforce.com, Customer Experience, Machine Learning, Marketing, Voice of the Customer, CRM, Dreamforce, Sales Performance Management, SPM, Digital Technology, Digital Marketing, Robotic Process Automation, AI, natural language processing

2018 Value Index for Contact Center in the Cloud Vendor Ratings

Posted by Mark Smith on 15 October 2018

I am happy to share some insights gleaned from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. Drawing on our benchmark research, we utilize a structured research methodology with evaluation categories designed to reflect the breadth of the real-world criteria...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Supercharging Customer Experiences Through Contact Centers in the Cloud

Posted by Mark Smith on 11 October 2018

An intensified focus on the customer is driving the trend toward enabling omnichannel support in contact centers, our benchmark research on contact centers in the cloud has found. In my last analyst perspective I highlighted some key benefits of a contact center in the cloud. In this perspective, I want to elaborate on the finding that only about one-third (35%) of organizations participating in...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Embracing New Channels Through Contact Center and Cloud Computing

Posted by Mark Smith on 08 October 2018

To remain competitive, organizations must deliver the best possible customer experience through all channels of engagement. One technological approach to accomplish this is to enable a contact center to handle all the channels through which customer interactions with the organization are routed and acted upon. The contact center continues to need to handle telephony, of course, as this remains a...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

PROS Enables Modern Commerce with Dynamic CPQ

Posted by Robert Kugel on 16 September 2018

PROS Holdings is a software vendor with two distinct but related sets of products. The company began in 1985 offering revenue management software to airlines, hospitality and rental car companies. More recently it added price and revenue management software focusing on B2B services, chemicals and energy, consumer goods manufacturers, food and beverage, healthcare, insurance and technology. This...

Topics: Big Data, Sales, Customer Experience, Marketing, Office of Finance, Analytics, Data Preparation, Sales Performance Management, Financial Performance Management, Price and Revenue Management, Digital Marketing, Digital Commerce, Pricing and Promotion Management, Sales Enablement and Execution

AI in Business: Hypocrisy and Opportunity

Posted by Mark Smith on 06 June 2018

We now are well beyond the year depicted in 2001: A Space Odyssey, a cinematic perspective on the future of artificial intelligence in which HAL 9000, a computer, is able to simulate human behavior and control machines. Anyone reviewing the past two years of marketing around AI in the business technology industry can be forgiven for believing that we have arrived at the futuristic state Stanley...

Topics: Big Data, Data Science, Mobile, Customer Analytics, Customer Engagement, Customer Experience, Machine Learning, Mobile Technology, Analytics, Business Intelligence, Cloud Computing, Collaboration, Customer Service, Data Governance, Data Integration, Data Preparation, Internet of Things, Contact Center, Information Optimization, Digital Technology, Machine Learning and Cognitive Computing, Cybersecurity, Billing and Recurring Revenue, Workforce Optimization, collaboration for business

GDPR: Business or Technology Vendors Ready or Not?

Posted by Mark Smith on 11 May 2018

We are have arrived at the May 25, 2018 date when the European Union’s General Data Privacy Regulations (GDPR) become enforceable, following what has been a two-year transition period. Companies were given this time to put in place reasonable measures and the systems necessary to support the legislation’s wide-ranging personal data privacy requirements, which apply to any organization with more...

Topics: Big Data, Data Science, Mobile, Sales, Customer Analytics, Customer Engagement, Customer Experience, Marketing, Analytics, Business Intelligence, Cloud Computing, Collaboration, Data Governance, Data Integration, Data Preparation, Internet of Things, Contact Center, Digital Technology, Digital Marketing, Digital Commerce, Cybersecurity, Billing and Recurring Revenue, collaboration for business, mobile marketing

Beyond Digital Transformation: Effective Technology Innovation in 2018

Posted by Mark Smith on 07 May 2018

Advancing the potential of any business requires continuous improvement in the processes and technology that support it. Many companies have embraced attempts at a digital transformation, and it’s become a goal to which organizational resources and budgets have been dedicated around the globe.

Topics: Big Data, Data Science, Mobile, Sales, Customer Analytics, Customer Engagement, Customer Experience, Human Capital Management, Machine Learning, Marketing, Marketing Performance Management, Mobile Technology, Office of Finance, Wearable Computing, Analytics, Business Intelligence, Cloud Computing, Collaboration, Customer Service, Data Governance, Data Integration, Data Preparation, Internet of Things, Contact Center, Information Optimization, Product Information Management, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain, Machine Learning and Cognitive Computing, Pricing and Promotion Management, Cybersecurity, Billing and Recurring Revenue, Workforce Optimization, collaboration for business, mobile marketing

NewVoiceMedia Invests for Contact Center in the Cloud Success

Posted by ISG Software 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...

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