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.
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 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.
