ISG Software Research Analyst Perspectives

Ventana Research Technology Innovation Awards Are More Than Cool

Posted by Mark Smith on 31 August 2013

In the realm of technology that matters for business and IT, our firm as part of our responsibility continually assesses the latest technology and how it can impact organizations’ efficiency and effectiveness. Our benchmark research in technology innovation found that 87% of participants indicated the importance of increasing the organization’s value through technology innovation. Every year we...

Topics: Big Data, Datameer, Mobile, Sales, Sales Performance, Social Media, Supply Chain Performance, Sustainability, Customer, ESRI, Globoforce, GRC, HCM, Kronos, Kyriba, Location Analytics, Marketing, NetBase, Office of Finance, Overall Operational Leadership, Peoplefluent, Planview, SQLstream, VMWare, VPI, IT Analytics & Performance, IT Performance, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, CIO, Cloud Computing, Collaboration, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Hortonworks, IBM, Informatica, Information Applications, Information Builders, Information Management, Information Technology, KXEN, Location Intelligence, Operational Intelligence, Oracle, Workforce Performance, Contact Center, Datawatch, Financial Management, Information Optimization, Johnson Controls Panoptix, Roambi, Service & Supply Chain, Upstream Works, Vertex, Xactly

VPI Extends into Multi-channel Analytics

Posted by ISG Software Research on 26 September 2012

Voice Print International recently announced it has selected Hewlett-Packard’s Autonomy to deliver speech and multi-channel analytics. This news means VPI joins a small group of vendors that can provide a view of customer interactions across multiple communication channels, which is of growing importance to companies. My research into the contact center in the cloud shows that companies now...

Topics: Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, VPI, Management, Analytics, Business Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics

VPI Optimize Agents for Quality Customer Interactions

Posted by ISG Software Research on 26 July 2012

VPI, a well established vendor in the workforce optimization (WFO) space, was recently rated as a Hot vendor in the Ventana Research Agent Performance Management 2012 Value Index, which extends the traditional definition of WFO to include multichannel interaction capture, agent-related analytics, and agent compensation management. VPI’s Hot rating is a tribute to the functionality and...

Topics: Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, VPI, Knowlagent, Nexxphase, Analytics, Business Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Pipkins, Workforce Force Optimization

Agents Performance Management is Hot for Successful Customer Interactions

Posted by ISG Software Research on 16 July 2012

Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.

Topics: Predictive Analytics, Sales Performance, Social Media, Customer Analytics, NICE Systems, Speech Analytics, Voice of the Customer, VPI, Call Copy, Enkata, Envision, Genesys, KnopahSoft, LiveOps, Operational Performance, Analytics, Business Analytics, Business Performance, Cloud Computing, Customer & Contact Center, Workforce Performance, Call Center, coaching, Compensation, Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics, OnviSource, Training, Verint, Workforce Force Optimization

VPI Makes Contact Center Operations Suite and Simple

Posted by ISG Software Research on 09 March 2011

Running a contact center has never been easy, and today it is harder than ever. Customers have become more demanding of good service and less tolerant of errors and are inclined to communicate over multiple channels of communications. Companies not only have to get all the technology together to handle all these forms of interactions but must also ensure that their contact center agents are...

Topics: Customer Experience, VPI, Operational Performance, Cloud Computing, Call Center, Contact Center, Contact Center Analytics, CRM