Market Perspectives

We are happy to share some insights about Avaya drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We are happy to share some insights about RingCentral drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We are happy to share some insights about Emplifi drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We are happy to share some insights about Salesforce drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We are happy to share some insights about Five9 drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We are happy to share some insights about Talkdesk drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We are happy to share some insights about LiveVox drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We are happy to share some insights about Content Guru drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We are happy to share some insights about Verint drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We are happy to share some insights about Genesys drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We are happy to share some insights about NICE drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

Demand for e-learning and online training is steadily growing, fueling the need for richer content that is easy to acquire. Training software has been available across a variety of industries since the invention of the personal computer and the internet, just on a much smaller scale. The demand for online education and training applications has grown steadily due to the flexibility and...

Delivering exceptional customer support is crucial for organizations across industries, and this need has grown significantly in recent years. As customer experience support has become more prominent, there has been a push to align service, sales and marketing departments to provide a seamless, omnichannel experience.

Tools that enable successful customer experiences are undergoing speedy, innovative transformations. CX has emerged as a critical focus for businesses across industries, and organizations have recognized the importance of delivering exceptional experiences to attract and retain customers in an increasingly competitive landscape. Medallia is one vendor serving those needs across a wide range of...

Over the last several years, the contact center industry has been experiencing significant transformation due to evolving customer expectations, the rapid growth of digital channels, data security concerns, scalability requirements, and regulatory compliance. Today’s contact center agents play a vital role in building customer relationships, but they often find themselves handling increasingly...

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.

In recent years, organizations have leaned into automation as a way to improve customer service operations. Automation in any process is a key stepping-stone to a higher level of efficiency needed to help balance the high costs of mass personalized service against its revenue benefits. One of the key players in this space is Uniphore, a software vendor specializing in service automation.

Microsoft quietly entered the contact center market in 2022, building on steady development of support tools and the acquisition of Nuance to offer a modern, digital-first, contact-center-in-the-cloud suite called the Microsoft Digital Contact Center Platform. This comes at a time when the market for contact center operational systems is in flux due to shifts in how consumers behave and the...

Twilio is a technology provider in the cloud communication and customer engagement industries. Founded in 2008, the company has grown to serve over 190,000 customers worldwide, including large enterprises in technology, healthcare, finance and retail. Twilio's platform enables organizations to communicate with customers across various channels, including voice, text, email and video.

Contentsquare is a digital experience analytics platform provider that helps organizations understand and optimize a customer’s digital journey. The company's platform provides customer behavior analysis, experience optimization and personalization, all of which help businesses improve digital experiences.