ISG Software Research Analyst Perspectives

The Digital Awakening of Business Process Intelligence

Posted by Mark Smith on 21 October 2021

The work environment today demands that your organization advances the efficiency to execute business processes for continuous operations to have a positive impact on business performance. The capability to be responsive to any range of minor to disruptive business events is required to support business continuity and level of organizational readiness to meet the needs of digital business....

Topics: Customer Experience, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Cloud Computing, Contact Center, Data, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, Digital transformation, natural language processing, continuous supply chain, agent management, Process Mining, Streaming Analytics, Experience Management, AI and Machine Learning

AI’s Value to Contact Centers: Improved Customer and Agent Experiences

Posted by Keith Dawson on 21 October 2021

When artificial intelligence emerged from the labs and vendors started offering it as a component of their software, many contact-center buyers shied away from it. From their point of view, AI and machine learning tools were new, expensive, relatively untested and had an uncertain use case. This stance was understandable, as contact center professionals are traditionally expected to be...

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

Calabrio Brings VoC to Larger CX Potential

Posted by Keith Dawson on 14 October 2021

Tools for contact center agent management have changed considerably in the past few years. The suite of software applications has grown from those that perform core functions in scheduling and quality control to include more advanced solutions for agent guidance, integrated desktops, and workflow and automation design. One area of intense investment by vendors has been analytics, specifically for...

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

The Pandemic Heightens Need for Agent Management

Posted by Keith Dawson on 24 September 2021

The primary effect of the pandemic on agent/workforce management beginning in 2020 was a rush to re-site and re-equip contact centers and agents. This was achieved with a surprising speed and smoothness industrywide. But once achieved on a “temporary” or “emergency” basis, it became clear that this shift was going to be semi-permanent. Even if the majority of the agent population moves back into...

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

Dialpad Stresses the Unity of UCaaS and CCaaS

Posted by Keith Dawson on 25 August 2021

Dialpad provides contact center and business phone services, a market that is in transition due to a convergence of technologies and business conditions.

Topics: Customer Experience, Voice of the Customer, Analytics, Collaboration, Contact Center, natural language processing, agent management, AI and Machine Learning

Reltio Earns Marketing Digital Innovation Award for 2021

Posted by Keith Dawson on 12 August 2021

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

Topics: Voice of the Customer, Collaboration, Data Governance, Data Preparation, Information Management, Data, Product Information Management, Digital Marketing, Digital Commerce, blockchain, data lakes, intelligent marketing

Field Service Transformation for CX Differentiation

Posted by Keith Dawson on 10 August 2021

Field service is one element of the service-delivery process that an organization must get right or risk alienating important customers and causing friction in the relationship. The customer experience is directly affected by the timeliness, speed and accuracy of on-site work. Consequences of poor performance can hurt revenue, particularly in B2B situations where failures may cause expensive...

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

ServiceNow Earns Customer Experience Digital Innovation Award for 2021

Posted by Keith Dawson on 06 August 2021

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

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

Palantir Earns Overall Digital Innovation Award for 2021

Posted by Mark Smith on 04 August 2021

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

Topics: Customer Experience, Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Continuous Planning, embedded analytics, Learning Management, Analytics, Business Intelligence, Collaboration, Data Governance, Data Preparation, Information Management, Internet of Things, Business Planning, Contact Center, Data, Product Information Management, Sales Performance Management, Workforce Management, Financial Performance Management, Price and Revenue Management, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, Revenue, blockchain, natural language processing, data lakes, Total Compensation Management, robotic finance, Predictive Planning, employee experience, candidate engagement, Conversational Computing, Continuous Payroll, collaborative computing, mobile computing, continuous supply chain, Subscription Management, agent management, extended reality, intelligent marketing, sales enablement, work experience management, robotic automation, AI and Machine Learning, lease and tax accounting

Are DXPs Really Needed in a CX World?

Posted by Keith Dawson on 20 July 2021

Customer experience (CX) tools are going through a transition, from piecemeal applications designed to solve narrowly defined problems, to broader suites with integrated functionality. This is occurring along multiple fronts in CX. Software for managing inbound interactions and customer issues is being gathered into CX suites sometimes described as Customer Experience Management (CEM). On the...

Topics: Customer Experience, Marketing, Voice of the Customer, Product Information Management, Digital Marketing, Digital Commerce, intelligent marketing

ServiceNow Brings Customer Workflows with Automation and Intelligence

Posted by Keith Dawson on 20 July 2021

Customer Service & Support (CSS) is a software segment that provides tools for tracking and resolving customer problems, primarily through contact centers. The segment has been mature for decades but today is reinvigorated by a new emphasis on workflows and automation. Vendors, like ServiceNow, have been innovative in developing new technologies for managing self-service and field service, and...

Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management, AI and Machine Learning

CX Suites Focus on Managing Customer Experiences

Posted by Keith Dawson on 14 July 2021

When we speak of the “customer experience,” we are really referring to the results of a broad spectrum of activities that collectively we describe as a journey or a lifecycle. In the past, how we spoke about customers was largely determined by the limited view of what transpired during short, contact center interactions. Customer experience (CX) evolved as a way to incorporate more facets of...

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

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

Posted by Keith Dawson on 08 July 2021

We are happy to share some insights about Twilio drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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

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

Posted by Keith Dawson on 07 July 2021

We are happy to share some insights about Amazon drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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

Vonage has Merit for Contact Center in the Cloud

Posted by Keith Dawson on 05 July 2021

We are happy to share some insights about Vonage drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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

Enghouse Altitude Rated with Assurance in Contact Center Value Index

Posted by Keith Dawson on 03 July 2021

We are happy to share some insights about Altitude, now part of Enghouse, drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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

RingCentral Brings Merit to Market for Contact Center in the Cloud

Posted by Keith Dawson on 02 July 2021

We are happy to share some insights about RingCentral drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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

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

Posted by Keith Dawson on 30 June 2021

We are happy to share some insights about 8x8 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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

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

Posted by Keith Dawson on 29 June 2021

We are happy to share some insights about Five9 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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

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

Posted by Keith Dawson on 24 June 2021

We are happy to share some insights about Aspect drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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