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 behavior into an assessment of the customer’s ultimate value and intent than is possible by looking only...
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Topics:
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.
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Topics:
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.
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Topics:
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.
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Topics:
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.
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Topics:
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.
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Topics:
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.
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Topics:
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.
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Topics:
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.
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Topics:
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.
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Topics:
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.
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Topics:
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.
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Topics:
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.
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
agent management
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 and usability across different tools and they want to work with fewer, and better integrated, vendors.
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Topics:
Customer Experience,
Contact Center,
agent management
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.
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
agent management
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.
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
agent management
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 that reflect the real-world criteria incorporated in a request for proposal to cloud contact center...
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
Product Information Management,
Digital Commerce,
Subscription Management,
agent management
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 safe, reliable alternative to premises-based ACDs that also has benefits in cost-control,...
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
Product Information Management,
Digital Commerce,
Subscription Management,
agent management
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.
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Topics:
Customer Experience,
Analytics,
Contact Center,
agent management,
AI and Machine Learning
Subscription pricing models are no longer new. Many companies have experience with this pricing model even if there has not been complete adoption across their entire product and service offerings. Companies that use this model, or have spent time looking at the approach, understand the approach of a recurring revenue stream based on a repeating flat fee.
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Topics:
Performance Management,
Sales,
Customer Experience,
Marketing,
Office of Finance,
Financial Performance Management,
Price and Revenue Management,
Digital Commerce,
Predictive Planning,
Subscription Management
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 CRM-incorporating software that were formerly/previously purchased separately.
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
Product Information Management,
Digital Commerce,
Subscription Management,
agent management,
marketing sales
Voice of the Customer (VoC) is a catch-all term that refers to the collection of customer feedback in various formats. Sometimes this feedback is in the form of quick surveys or reactions to questions like, "Did I resolve your issue today?" or "Would you recommend our service to a friend?" Alternatively, it can be derived from less specific but more numerous data signals that span multiple interactions or across a customer base. Most businesses make an effort to capture some customer feedback.
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Topics:
Customer Experience,
Voice of the Customer,
Analytics,
Contact Center,
agent management,
AI and Machine Learning
Business phone systems and contact center platforms received renewed attention in 2020 as organizations acquired tools for agents working from home. That put the spotlight on vendors, like Avaya, that have feet in both worlds. Since both forms of communications technology are well-suited to the cloud, Avaya has developed its Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) portfolios in parallel. The effort has borne fruit, with significant product...
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
Product Information Management,
Digital Commerce,
Subscription Management,
agent management
Digital commerce affects almost everyone’s lives. It is hard to remember a time when one could not sign on to a website like Amazon, order a product, pay for it and have it delivered to your front door within days, not weeks. Although catalogues have been around for a century or so, the digital-commerce revolution has changed the way we think about shopping for many of our everyday and special occasion products. Extend this to digital services, such as streaming videos or online games, and...
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Topics:
Sales,
Customer Experience,
Analytics,
Business Intelligence,
Product Information Management,
Price and Revenue Management,
Digital Commerce,
AI and Machine Learning
The pandemic accelerated several trends in the contact-center industry that were already underway, chiefly: moving infrastructure and software applications to the cloud, and rethinking the process of managing agents. One byproduct of these trends is a renewed look at the similarities between business-phone systems (also known as unified communications, or UC) and contact center systems (CC).
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Topics:
Customer Experience,
Analytics,
Collaboration,
Contact Center,
agent management,
AI and Machine Learning
The modern contact center relies heavily on software that enables agents to perform multiple complex tasks while simultaneously managing the customer-facing side of interactions. This has allowed CRM vendors to build tools, such as agent desktop interfaces, that control virtually all aspects of the service environment.
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Topics:
Sales,
Customer Experience,
Voice of the Customer,
Contact Center,
Sales Performance Management,
Workforce Management,
agent management,
sales enablement
The ways in which consumers engage with organizations have changed. Long-established communication channels such as the telephone, email and company websites are still used, but many consumers now prefer to use text messages, online chat, social media, virtual agents and applications on their mobile devices to contact the company and address issues. As a result, organizations have had to add support for many new channels of customer engagement.
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Topics:
Customer Experience,
Contact Center,
agent management
Shifts in the market due to the pandemic have upended the contact center marketplace, accelerating the inevitable migration of infrastructure to the cloud and changing the way agents are managed. The pandemic also increased the dependence customers have on contact centers in the absence of in-store buying.
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
agent management
Since customer data platforms (CDP) emerged in the marketplace about five years ago, there has been debate about what roles they fill, especially within customer service organizations. They were originally developed by small software firms to provide marketing teams with a comprehensive view of customer records. Those records could be scattered throughout an organization, siloed by system and department. CDPs were an attempt to shortcut integration processes that are long, expensive and often...
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Topics:
Customer Experience,
Marketing,
data artisan,
Data Governance,
Data Lake,
Data Preparation,
Data,
Information Management (IM),
intelligent marketing
Verint has recently separated into two companies, one of which is a dedicated provider of software focused on customer engagement and will keep the Verint name. (The other is called Cognyte and focused on security analytics.)
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Topics:
Customer Experience,
Voice of the Customer,
Analytics,
Contact Center,
agent management
The contact center is still, for most businesses, where customer experience is designed, delivered and measured. And as we might expect, customer experience (CX) tools are migrating from where they started point solutions based on narrow functions into broader suites that encompass multi-departmental functions and reach across customer journeys. The goal is to provide more consistency across interactions, and to provide organizations with deeper insights into customer behavior along with...
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Topics:
Customer Experience,
Marketing,
Voice of the Customer,
Contact Center,
Digital Commerce,
Enterprise Resource Planning,
agent management
Ventana Research recently announced its 2021 market agenda in the expertise area of Customer Experience. Most organizations have some degree of focus on managing how they interact with their customers, but it is often a disjointed and constrained process. Developing an effective customer experience has become an investment priority in recent years as organizations increasingly recognize the importance of good experiences to profitability, customer longevity and advocacy on behalf of brands.
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Topics:
Sales,
Customer Experience,
Marketing,
Voice of the Customer,
Analytics,
Customer Service,
Contact Center,
Workforce Management,
Digital Marketing,
Digital Commerce,
agent management,
AI and Machine Learning
Ventana Research has announced its market agenda for 2021, continuing the tradition of transparency in our efforts to educate and guide the technology market but also our independence as we do not share our market agenda or analyst perspectives with any external party. Each year, we proudly formulate our market agenda that is not biased by clients or the technology industry, focusing on education rather than the prospect of consulting or software revenue. We review and refine our plan...
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Topics:
Customer Experience,
Human Capital Management,
Marketing,
Office of Finance,
Analytics,
Data,
Digital Technology,
Operations & Supply Chain,
Office of Revenue
The industry is making huge strides with artificial intelligence (AI) and machine learning (ML). There is more data available to analyze. Analytics vendors have made it easier to build and deploy models, and AI/ML is being embedded into many types of applications. Organizations are realizing the value that AI/ML provides and there are now millions of professionals with AI or ML in their title or job description. AI/ML is even being used to make many aspects of itself easier. Organizations that...
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Topics:
Sales,
Customer Experience,
Marketing,
Analytics,
Business Intelligence,
Data Preparation,
Digital Technology,
AI and Machine Learning
The contact center has long represented the starting point for customer experience initiatives. Now, however, most organizations are finding that they need to invest beyond this singular point of engagement. When organizations look at customer experience holistically, they see the need to incorporate the perspectives of people in other departments and channels of customer engagement. These diverse new points of view come with an interest in deploying CX technology that also meets their needs....
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Topics:
Sales,
Customer Experience,
Marketing,
Contact Center
The pandemic has raised the stakes for self-service in every part of the customer journey. In 2020, the customer service industry underwent a shock to its collective system by pulling up stakes and moving agents to remote work. At the same time, consumers moved away from in-person interactions in stores and branches. This systemic disruption has led to longer call wait times and tougher interactions because collaborating and accessing company data systems from outside the office is difficult.
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Topics:
Customer Experience,
Contact Center,
Digital Technology,
natural language processing,
Conversational Computing,
agent management,
AI and Machine Learning
Teradata is not a name that is commonly associated with the customer experience marketplace, but that is likely to change as customer experience (CX) practitioners wrestle with the problems created by the multiple streams of data thrown off by the many applications and customer touchpoints they have to manage. Teradata’s Vantage CX is a tool for ingesting and managing customer information at great scale, combining the functions of a modern CDP with the analytics that makes customer data...
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Topics:
Customer Experience,
Marketing,
Analytics,
Business Intelligence,
Contact Center,
Data,
Digital Marketing,
Digital Commerce,
intelligent marketing,
AI and Machine Learning
This has been a dramatic year for contact centers. The underlying technology has been changing for some time, but that change is now accelerating because of the urgent operational shifts forced by the pandemic. When you can’t gather dozens or hundreds of people into a single, open-plan site, you must look at alternative models for staffing and interaction handling. You must also work harder to create positive customer experiences across multiple contact channels.
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Topics:
Customer Experience,
Voice of the Customer,
Analytics,
Contact Center,
Product Information Management,
Digital Commerce,
Subscription Management,
agent management,
AI and Machine Learning
The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and the performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT.
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Topics:
Customer Experience,
Marketing,
Digital Marketing,
Digital Commerce
The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy innovations in technology that advance business and IT.
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
Digital Technology,
Digital Commerce,
Conversational Computing,
collaborative computing,
agent management
The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT.
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Topics:
Customer Experience,
Human Capital Management,
Marketing,
Analytics,
Internet of Things,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
Operations & Supply Chain,
blockchain,
employee experience,
candidate engagement,
Conversational Computing,
collaborative computing,
mobile computing,
agent management,
extended reality,
business digital commerce,
work experience management,
AI and Machine Learning
The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and the performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT.
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Topics:
Customer Experience,
Human Capital Management,
Office of Finance,
Contact Center,
Workforce Management,
Digital Technology,
Operations & Supply Chain,
Enterprise Resource Planning,
ERP and Continuous Accounting,
robotic finance,
employee experience,
continuous supply chain,
agent management,
work experience management
It’s very exciting to embark on a new chapter of one’s career, so I am thrilled to be joining Ventana Research to lead the practice of expertise in customer experience (CX). Some who know me might remember that I’ve been in this industry since a much younger version of me edited Call Center Magazine in the 1990s and 2000s. Others might have crossed paths in my role at several industry analyst firms. I’ve been around for quite a while, invigorate and help CX emerge as a competitive...
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
Product Information Management,
Digital Commerce,
Subscription Management,
agent management
The last decade has seen exponential growth amongst subscription-based business models. Pioneered in the B2C market with cloud-based SaaS offerings, the last decade has seen exponential growth in the share of the economy that is now subscription based. Increasingly, this modern business model is permeating throughout more traditional style industries and companies. But regardless of whether a company is natively subscription based, or is transitioning, maintaining this growth requires...
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Topics:
Sales,
Customer Experience,
Office of Finance,
Voice of the Customer,
embedded analytics,
Analytics,
Business Intelligence,
Collaboration,
Internet of Things,
Contact Center,
Product Information Management,
Price and Revenue Management,
Digital Commerce,
Enterprise Resource Planning,
ERP and Continuous Accounting,
natural language processing,
robotic finance,
revenue and lease accounting,
Subscription Management,
agent management,
intelligent sales,
sales enablement,
AI and Machine Learning
Subscription-based business models have seen exponential growth over the last decade. The growth of this recurring revenue business model, where a subscriber commits to repeatedly pay for a good or device for a fixed or indefinite timeline, has been caused by the shift from the one-time selling of physical products to selling digital services on a subscription basis. The first phase of this transformation was led by “digitally native” organizations, typically B2C, that have only ever offered...
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Topics:
Sales,
Customer Experience,
Office of Finance,
Voice of the Customer,
embedded analytics,
Analytics,
Business Intelligence,
Collaboration,
Internet of Things,
Contact Center,
Product Information Management,
Price and Revenue Management,
Digital Commerce,
Enterprise Resource Planning,
ERP and Continuous Accounting,
natural language processing,
robotic finance,
revenue and lease accounting,
Subscription Management,
agent management,
intelligent sales,
sales enablement,
AI and Machine Learning
Economic dynamics and market pressures during a black-swan event can wreak havoc on efforts to effectively manage revenue operations and pricing for business continuity. For many organizations, environmental changes disrupt the methods by which these essential business processes are managed can be disrupted, damaging the revenue streams that create profitability. The array of pricing strategies and related promotional tactics across channels for configure, price and quote (CPQ), digital...
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Topics:
Sales,
Customer Experience,
Human Capital Management,
Marketing,
Analytics,
Business Intelligence,
Collaboration,
Internet of Things,
Data,
Product Information Management,
Sales Performance Management,
Workforce Management,
Workforce Planning,
Price and Revenue Management,
Total Compensation Management,
Conversational Computing
Over the past several months, I have discussed a wide range of topics that organizations must consider and appropriately prioritize to maintain business continuity during periods of upheaval. But sometimes it’s important to take a step back and reflect on a critical and recurring theme: experiences. The array of experiences across the workforce and business processes both inside and outside of the organization are an essential part of an organization’s success. Leadership must give these...
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Topics:
Sales,
Customer Experience,
Human Capital Management,
Marketing,
Office of Finance,
Analytics,
Business Intelligence,
Collaboration,
Internet of Things,
Data,
Sales Performance Management,
Workforce Management,
Workforce Planning,
Operations & Supply Chain,
Total Compensation Management,
Conversational Computing
The workforce is an essential part of an organization’s overall business potential because it ensures continuous operations, even in black-swan events. The workforce is the core of the organization and should get the attention it deserves. In challenging times, a “customer-first” mentality tends to take hold — this is not unreasonable but in focusing on satisfying customers and opportunities, business leaders too often forget that the workforce experience is essential to achieving desired...
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Topics:
Sales,
Customer Experience,
Human Capital Management,
Office of Finance,
Voice of the Customer,
Continuous Planning,
Business Continuity,
Analytics,
Business Planning,
Workforce Analytics,
Workforce Management,
Digital Technology,
Operations & Supply Chain,
Robotic Process Automation,
employee experience,
Conversational Computing,
collaborative computing,
mobile computing,
agent management,
People Analytics,
AI and Machine Learning
Marketing is inextricably linked to business success, and digital technology is essential to an organization’s overall marketing potential because it generates interest and brand awareness. In a black-swan event, the marketing department often is overwhelmed by short-term demands, so in these situations it’s of the essence that digital transformation gets the attention it deserves. In challenging times, a “putting-out-fires” mentality tends to take hold — this is not unreasonable but in...
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Topics:
Sales,
Customer Experience,
Marketing,
Office of Finance,
Voice of the Customer,
Analytics,
Data,
Product Information Management,
Digital Technology,
Operations & Supply Chain,
Conversational Computing
Today’s businesses must manage a continually expanding array of data, content and digital assets as well as satisfy the demands of consumers for comprehensive product information. Addressing these challenges requires unified processes and automated systems and, most importantly, the ability to augment and enrich product information. Our earlier PIM research found that more than half (52%) of organizations have incompatible tools and almost half (48%) must cope with disparate forms of data....
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Topics:
Sales,
Customer Experience,
Marketing,
PIM,
Digital Technology,
Operations & Supply Chain,
Intelligent CX,
product experience management,
PXM
Contact centers play a substantial role in an organization’s success. The customer journey is engaged here, at each moment of interaction. Agents, whether human or machine-driven, are intrinsic to the customer experience and the value of the contact center. Customers are essential to an organizations’ overall business potential because they generate revenue. In a black-swan event, demand for customer service may spike or dip, so in these situations it’s of the essence that agents get the...
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Topics:
Sales,
Customer Experience,
Marketing,
Office of Finance,
Voice of the Customer,
Analytics,
Data,
Product Information Management,
Digital Technology,
Operations & Supply Chain,
Conversational Computing
Subscriptions are the future of business. Subscribers are essential to an organization’s overall business potential because they generate recurring revenue. In a black-swan event, demand for a subscription may spike or dip, so in these situations it’s of the essence that subscriptions get the attention they deserve. In challenging times, a “subscriber-first” mentality tends to take hold — this is not unreasonable but in focusing on satisfying subscribers, business leaders too often forget that...
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Topics:
Sales,
Customer Experience,
Marketing,
Office of Finance,
Voice of the Customer,
Analytics,
Data,
Product Information Management,
Digital Technology,
Operations & Supply Chain,
Subscription Billing,
Conversational Computing,
Subscription Management,
Subscriber Experience
Partners play a key role in the revenue and growth of every organization. Whether channel selling is in assistance to internal sales or independent, what happens in partnering has ramifications that are simply too important to underestimate. The imperative to maintain business continuity with channel partners becomes painfully clear in a global pandemic, and that imperative demands that organizations cultivate partner excellence and channel performance. This effort should start with partner...
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Topics:
Sales,
Customer Experience,
Human Capital Management,
Marketing,
Office of Finance,
Voice of the Customer,
Analytics,
Internet of Things,
Data,
Digital Technology,
Operations & Supply Chain,
Conversational Computing,
partner management,
Partner Experience
Products and services are the foundation of every organization, regardless of its industry or size. Products are essential to an organization’s overall business health because they generate revenue and engage buyers and customers. In a black-swan event, demand for a product may spike or dip, so in these situations it’s of the essence that products get the attention they deserve as they are marketed, sold, serviced and enhanced with innovations. In challenging times, a “customer-first” mentality...
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Topics:
Sales,
Customer Experience,
Marketing,
Office of Finance,
Voice of the Customer,
Analytics,
Data,
Product Information Management,
Digital Technology,
Operations & Supply Chain,
Conversational Computing,
product experience management
Suppliers play a critical role in supporting the operations and processes of every organization. Whether direct or indirect, an organization’s relationship with its suppliers has ramifications that are perilous to underestimate. The imperative to maintain business continuity becomes painfully clear in a global pandemic, and that imperative demands that organizations cultivate excellent supplier relationships.
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Topics:
Sales,
Customer Experience,
Human Capital Management,
Marketing,
Office of Finance,
Voice of the Customer,
Analytics,
Internet of Things,
Data,
Digital Technology,
Operations & Supply Chain,
Conversational Computing
Supercharging the customer experience (CX) is more than just an opportunity. It’s essential for every organization that looks to optimize engagement at every moment of the customer journey. In times such as these, when business continuity is a top priority, organizations must address the customer experience, especially if it has not been a focal point of the executive team.
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Topics:
Sales,
Customer Experience,
Human Capital Management,
Marketing,
Office of Finance,
Voice of the Customer,
Analytics,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Internet of Things,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
Operations & Supply Chain,
Intelligent CX,
Conversational Computing
The imperative to infuse digital technology into your organization is not new, but it’s more essential than ever that organizations embrace digital transformation and business continuity to improve processes. I have recently written about the need for digital innovation in business continuity, outlining the steps every organization needs to take. These steps involve a close examination of the digital technology they can apply effectively for business continuity during a pandemic, natural...
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Topics:
Customer Experience,
Human Capital Management,
Office of Finance,
Analytics,
Data,
Digital Technology
At Ventana Research we’re familiar with the need for digital transformation as we have been researching and providing education on this topic for almost two decades. And recent global challenges make even clearer the sea change at hand: digital innovation is essential for not only success, but survival. Business continuity during a pandemic, natural disaster, cyber event or geopolitical situation requires business and risk mitigation processes, but unfortunately very few organizations had been...
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Topics:
Sales,
Customer Experience,
HCM,
Marketing,
Office of Finance,
Business Continuity,
Analytics,
Digital Technology
Here are some insights on Incentive Solutions drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Incentive Solutions and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability...
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Topics:
Sales,
Customer Experience,
Office of Finance,
Analytics,
Contact Center,
Data,
Sales Performance Management,
Financial Performance Management,
Digital Technology,
Digital Commerce,
Predictive Planning,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
intelligent sales,
AI and Machine Learning
Here are some insights on NICE drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated NICE and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two...
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Topics:
Sales,
Customer Experience,
Mobile Technology,
Office of Finance,
Analytics,
Contact Center,
Data,
Sales Performance Management,
Financial Performance Management,
Digital Technology,
Digital Commerce,
Predictive Planning,
Conversational Computing,
collaborative computing,
Subscription Management,
agent management,
intelligent sales,
AI and Machine Learning
Here are some insights on beqom drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated beqom and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two...
Read More
Topics:
Sales,
Customer Experience,
Office of Finance,
Analytics,
Contact Center,
Data,
Sales Performance Management,
Financial Performance Management,
Digital Technology,
Predictive Planning,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
intelligent sales,
AI and Machine Learning
Here are some insights on SAP drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated SAP and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two...
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Topics:
Sales,
Customer Experience,
Office of Finance,
Analytics,
Contact Center,
Data,
Financial Performance Management (FPM),
Sales Performance Management,
Digital Technology,
Digital Commerce,
Predictive Planning,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
intelligent sales,
AI and Machine Learning
Here are some insights on Optymyze drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Optymyze and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two...
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Topics:
Sales,
Customer Experience,
Office of Finance,
Analytics,
Contact Center,
Data,
Sales Performance Management,
Financial Performance Management,
Digital Technology,
Digital Commerce,
Predictive Planning,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
intelligent sales,
AI and Machine Learning
Here are some insights on Anaplan drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Anaplan and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two...
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Topics:
Sales,
Customer Experience,
Office of Finance,
Analytics,
Contact Center,
Data,
Sales Performance Management,
Financial Performance Management,
Digital Technology,
Digital Commerce,
Predictive Planning,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
intelligent sales,
AI and Machine Learning
With the backing of Great Hill Partners and Spectrum Equity, the company Varicent Software launched on Jan. 1st, purchasing IBM’s Sales Performance Management (SPM) assets and hiring employees from IBM’s SPM group. They will join a new team that includes Varicent’s original founders and key leadership.
This set of insights is drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value...
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Topics:
Sales,
Customer Experience,
Office of Finance,
Analytics,
Contact Center,
Data,
Sales Performance Management,
Financial Performance Management,
Digital Technology,
Digital Commerce,
Predictive Planning,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
intelligent sales,
AI and Machine Learning
Here are some insights on Xactly drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Xactly and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two...
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Topics:
Sales,
Customer Experience,
Office of Finance,
Analytics,
Contact Center,
Data,
Sales Performance Management,
Financial Performance Management,
Digital Technology,
Digital Commerce,
Predictive Planning,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
intelligent sales,
AI and Machine Learning
Here are some insights on Oracle drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Oracle and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two...
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Topics:
Sales,
Customer Experience,
Contact Center,
Data,
Sales Performance Management,
Sales Performance Management (SPM),
Digital Technology,
Digital Commerce,
Predictive Planning,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
intelligent sales,
AI and Machine Learning
For interactions with customers to go well, organizations must manage an ever-increasing array of engagement channels. Our research finds that organizations expect to see interaction volumes increase on all channels, especially digital ones such as text-based messaging, chat, mobile and social apps. Unfortunately, the systems that manage these channels are typically disparate and uncoordinated and may not use the same underlying technology. This makes it difficult for organizations to...
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Topics:
Customer Experience,
Voice of the Customer,
business intelligence,
embedded analytics,
Analytics,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Internet of Things,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
Subscription Management,
agent management,
extended reality,
AI and Machine Learning
Using customer analytics effectively involves several challenges. Organizations must make it a business priority, cultivate leadership and set a course for ensuring data and analytics are being processed and governed effectively. But effectiveness also requires technology that will assist in the effective operations and management of customers and help an organization achieve its goals.
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Topics:
Customer Experience,
Voice of the Customer,
embedded analytics,
Analytics,
Business Intelligence,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
extended reality,
AI and Machine Learning
I am happy to share some insights from our latest Value Index research, which rates how well vendors’ offerings meet buyers’ requirements in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). The Ventana Research Value Index: Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. Drawing on our...
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Topics:
Sales,
Customer Experience,
Office of Finance,
Analytics,
Contact Center,
Data,
Sales Performance Management,
Financial Performance Management,
Digital Technology,
Digital Commerce,
Predictive Planning,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
intelligent sales,
AI and Machine Learning
Configure, price and quote (CPQ) software has been around for decades. Lately, I’ve been using the term “Dynamic CPQ” to apply to a variant of this software category that explicitly aims to produce a quote that optimizes the trade-off between the profitability of a deal and the probability of closing a sale. Dynamic CPQ software is a hybrid of price and revenue optimization (PRO) software and CPQ, providing companies with the ability to better execute their market share and pricing strategies....
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Topics:
Customer Experience,
Office of Finance,
Data Preparation,
Information Management,
Sales Performance Management,
Financial Performance Management,
Price and Revenue Management,
robotic finance,
revenue and lease accounting,
sales enablement
Customer analytics have never been more important, but effectively creating and managing them is not easy. The data that’s required to achieve visibility into all customer activity involves many applications and systems and it’s a challenge to ensure the data used is accurate and consistent. Even once data is assembled, organizations often struggle to apply analytics to create the metrics that best represent an understanding of the past and, more importantly, the path to the future.
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Topics:
Customer Experience,
Voice of the Customer,
embedded analytics,
Analytics,
Business Intelligence,
Collaboration,
Data Governance,
Data Lake,
Data Preparation,
Information Management,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
Intelligent CX,
Conversational Computing,
collaborative computing,
Subscription Management,
agent management,
extended reality,
AI and Machine Learning
Ensuring that the sales organization contributes as fully as possible to the success of the organization — to revenue, growth, prof itability and the overall customer experience — requires not only dedication but effective strategy and planning. A well-developed strategy and plan to utilize current and future sales talent is essential for the best possible sales performance. To carry out this mission, organizations need a set of coordinated sales-related activities, processes and systems that...
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Topics:
Sales,
Customer Experience,
Office of Finance,
Analytics,
Contact Center,
Data,
Sales Performance Management,
Financial Performance Management,
Digital Technology,
Digital Commerce,
Predictive Planning,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
intelligent sales,
AI and Machine Learning
Today’s intense competition requires that companies know as much as they can about their customers in order to anticipate their needs and deliver a superior customer experience. However, many organizations struggle to do this well. Implementing initiatives to improve customer value across any department or process involving customers requires both in-depth visibility into current operations and excellent metrics.
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Topics:
Customer Experience,
Voice of the Customer,
business intelligence,
embedded analytics,
Analytics,
Collaboration,
Data Governance,
Data Preparation,
Internet of Things,
Contact Center,
Data,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
Conversational Computing,
collaborative computing,
mobile computing,
Subscription Management,
agent management,
extended reality,
AI and Machine Learning
Having effective analytics enables businesses to understand far better than ever before the data they’re collecting, and to do so in greater volumes and more forms. These new capabilities are especially relevant to sales organizations. When applied to sales data, analytics can help sales teams achieve quotas and forecast more consistently, as well as understand the impacts of incentives and maximize the potential of territories, all of which help improve sales performance. These benefits...
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Topics:
Customer Experience,
Voice of the Customer,
business intelligence,
embedded analytics,
Analytics,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Internet of Things,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
Subscription Management,
agent management,
AI and Machine Learning
By itself, data isn’t useful for business; the application of analytics is necessary to transform data into actionable information. Data analysis of one sort or another has long been a core competence of finance departments, applied to balance sheets, income statements or cash flow statements. Today, however, Finance must go beyond these basics by expanding the scope of the data being examined to include all financial and operational information that can yield actionable insights. Analysis thus...
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Topics:
Customer Experience,
Human Capital Management,
Voice of the Customer,
embedded analytics,
Learning Management,
Analytics,
Business Intelligence,
Collaboration,
Data Governance,
Data Lake,
Data Preparation,
Information Management,
Internet of Things,
Contact Center,
Data,
Product Information Management,
Sales Performance Management,
Workforce Management,
Financial Performance Management,
Price and Revenue Management,
Digital Technology,
Digital Marketing,
Digital Commerce,
ERP and Continuous Accounting,
blockchain,
natural language processing,
robotic finance,
Predictive Planning,
candidate engagement,
Intelligent CX,
Conversational Computing,
Continuous Payroll,
revenue and lease accounting,
collaborative computing,
mobile computing,
Subscription Management,
total rewards management,
intelligent marketing,
intelligent sales,
AI and Machine Learning
“Straight-through processing” (STP) is a business process and data architecture methodology. Technology advances have made STP increasingly feasible for any business process, allowing companies to design and execute them from inception to completion in a more automated fashion, minimizing or eliminating human intervention in the process. The associated data also progresses automatically end-to-end through the process, preserving its integrity. Because there is no human intervention, data is...
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Topics:
Sales,
Customer Experience,
Office of Finance,
Recurring Revenue,
Data Governance,
Financial Performance Management,
Digital Commerce,
ERP and Continuous Accounting,
Billing and Recurring Revenue
I am happy to share some insight on AWS 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 request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated AWS...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
I am happy to share some insight on 8x8 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 request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated 8x8...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated ...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated ...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 request for proposal (RFP) and vendor selection process for contact centers in the cloud. We...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 request for proposal (RFP) and vendor selection process for contact centers in the cloud. We...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
NewVoicemedia,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Value Index,
Workforce Optimization
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 request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated ...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated ...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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), integration with other platforms, and Salesforce Customer 360. The last of these is the start of an answer...
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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
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 incorporated in a request for proposal to vendors in contact centers in the cloud. Using this...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 our benchmark research said their customers are satisfied with the way interactions are handled. Far...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 channel that carries a significant portion of interactions. But new channels continue to be added to...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Cloud Computing,
Collaboration,
Customer Service,
Contact Center,
Workforce Optimization
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 note focuses on the B2B portion of the business.
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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
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 Kubrick imagined. We have not.
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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
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 than 250 employees that serves EU citizens. While this regulation will apply in the EU, it has...
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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
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.
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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
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 in 2000 it was one of the first vendors to move telephony management to the cloud and offer contact...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Customer Feedback Management,
Customer Service,
Contact Center,
Omnichannel,
Customer Journey Maps,
Workforce Optimization
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 mobile devices. Vendors have of course announced many updates to existing systems, as well as exciting...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Customer Service,
Contact Center,
Omnichannel,
Workforce Optimization