Analyst Perspectives

Most people involved with contact centers know of NICE Systems and its SmartCenter suite of workforce optimization products that support key contact center management capabilities such as call recording, quality monitoring, workforce management, customer feedback management and a variety of performance management and analytics tools. NICE recently received the top ranked Hot Vendor rating in the Ventana Research 2010 Value Index for Agent Performance Management.

All the buzz in the contact center market these days is about the “contact center in the cloud.” I have written on the subject, in particular “Is a Contact Center in the Cloud a Reality?” and “Will Cloud Computing Finally Bring Innovation to the Contact Center?”. In considering this issue my thinking focuses on what goes into a contact center and then what vendors offer these systems in the cloud. At the risk of oversimplifying things, I believe a contact center has two core components –...

I have written a couple of pieces this year about the exciting news that a few vendors are now able to provide companies with a call center they can access in the Internet cloud – Will Cloud Computing Finally Bring Innovation to the Contact Center? and Is a “Contact Center in the Cloud” a Reality? There is currently a lot of hype around any kind of cloud-based computing, and the same is true of the contact center. From my perspective, people should be clear about what this phrase really means....

Among the important findings of our latest benchmark research on contact center analytics were these two: 88 percent of companies said they can use analytics to improve the performance of the contact center (41% said they could make significant improvement), and the main issue holding them back from doing that is an excessive reliance on spreadsheets (90% indicated they use spreadsheets on a regular or universal basis).

Aurix is not a widely recognized vendor in the speech analytics market even though its technology powers products provided by companies such as CallCopy, KnoahSoft, NewVoiceMedia and OnviSource. In fact its strategy is to provide the engine that these and other partners use in market-facing speech analytics solutions. Its main product, Aurix speech search SDK, is a search engine that searches through call recordings to find specified words, terms and phrases. It uses advanced phonetic search...

A few weeks ago I wrote a blog discussing salesforce.com (SFDC) Chatter and the buzz the technology is making in which one of my biggest questions was how a non-SFDC customer could justify purchasing Chatter. Well I finally got to speak with someone who has paid at least partially for Chatter. I say partially because this particular customer already has several hundred licenses with SFDC (which entitle them to use Chatter for free) but has paid for several hundred other users to also have...