We are happy to share some insights about SAP drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.
We are happy to share some insights about SugarCRM drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.
We are happy to share some insights about Sprinklr drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.
We are happy to share some insights about Content Guru drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.
We are happy to share some insights about Emplifi drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.
We are happy to share some insights about Adobe drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.
We are happy to share some insights about Oracle drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.
We are happy to share some insights about NICE drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.
We are happy to share some insights about Verint drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.
We are happy to share some insights about Zoho drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.
We are happy to share some insights about Salesforce drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.
Contact center infrastructure is continuing to shift to the cloud, and with it comes more innovation and more agent capabilities. Increased customer service expectations require faster response through a variety of channels. Agent interactions have also become more complex as automated self-service applications complete most of the simple interactions agents would otherwise support. Plus, agents are increasingly empowered to make proactive decisions to help customers, and must synthesize more...
Technology for managing contact centers is transforming quickly due to innovations like artificial intelligence (AI) and machine learning (ML). It is also splintering into multiple market segments that overlap: Contact Center as a Service (CCaaS), conversational AI (which is a modern form of self-service), cross-functional analytics, and integrations with tools for sales and marketing users. For buying organizations, it can be hard to identify exactly which vendors and market segments serve...
Organizations are looking for ways to enhance their tools for both internal and external communications. Several unified communications (UC) companies are now producing platforms that combine UC with contact center functionality, with varying degrees of underlying integration. Building up those contact center components is a way for some firms to differentiate their offerings, with some vendors trying to make the contact center platform more of a business toolkit, tying it to the back office. ...
Contact centers are investing in a wealth of new ideas for better assisting their agents. These include engagement tools, better knowledge management and a more robust hiring pipeline and retention strategies. Also, a rising theme from many contact center users and providers is the availability of artificial intelligence (AI) and automation technologies. Ventana Research asserts that by 2026, three-quarters of organizations will have expanded the stakeholders influencing customer experience...
Contact centers are undergoing a radical reshuffling of the workforce, partly because the pandemic shifted agents to remote work. But the trends were in place to reorganize the world of work long before the pandemic. Digital contact channels, which are gaining popularity, require workers that are better informed and capable of handling more complex and interdependent interactions and processes. That’s changing the nature of training, management and even process design between departments....
Contact center technology is moving to the cloud at a slow but consistent pace. That has allowed the Contact Center as a Service (CCaaS) segment to grow steadily, opening the door to many different approaches for managing the infrastructure needed to serve customers. Some vendors try to include everything under the sun in their offerings to appeal to the widest possible market. Others, like 3CLogic, are taking a more surgical approach, focusing on specific aspects of the call-handling process...
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 that optimizes organizational resilience and workforce readiness.
In the present-day market where the gap between consumers and the vendors they engage is shrinking, an organization’s ability to deliver a personalized customer experience is more important than ever. Consumers expect interactions that are intuitive, agile and accessible across a wide variety of channels. Ensuring an experience that exceeds expectation and creates an environment that is relational rather than transactional, however, is becoming increasingly challenging.
We are happy to share some insights about Enghouse Interactive, drawn from our latest Ventana Research Value Index: Agent Management which assesses how well vendors’ offerings meet buyers’ requirements. Ventana Research defines agent management as a set of tools that incorporate a core of traditional workforce management and quality management software, with the addition of recent components like intelligent virtual assistants, agent-assistance or guidance driven by artificial intelligence, and...
