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Many enterprises are bypassing traditional call handling in favor of sophisticated contact center applications that meet customers in the environment of their choice, according to a new series of research reports from leading global technology research and advisory firm Information Services Group (ISG) (Nasdaq: III).
Today Ventana Research released its 2023 Buyers Guide for Contact Centers, a quantified, research-based report evaluating technology providers and products. The Buyers Guide assesses 21 vendors’ products using our Ventana Research methodology, called the value index, evaluating software in seven key categories that are weighted to reflect buyers’ needs based on our expertise and research. The Buyers Guide evaluates vendors that offer products that address key elements of contact centers and...
Today Ventana Research released its 2023 Buyers Guide for Agent Management, a quantified, research-based report evaluating technology providers and products. The Buyers Guide assesses 12 vendors’ products using our Ventana Research methodology, called the value index, evaluating software in seven key categories that are weighted to reflect buyers’ needs based on our expertise and research. The Buyers Guide evaluates the sophistication of vendors and products in agent management within contact...
Today Ventana Research released its 2023 Buyers Guide for Contact Center Suites, a quantified, research-based report evaluating technology providers and products. The Buyers Guide assesses 22 vendors' products using our Ventana Research methodology, called the value index, evaluating software in seven key categories that are weighted to reflect buyers’ needs based on our expertise and research. The Buyers Guide evaluates how well vendors’ offerings will address organizations' requirements for...
Ventana Research today released its 2022 Value Index on Agent Management, a quantified, research-based index evaluating technology providers and products. This Value Index assesses 18 vendors’ products using our Ventana Research methodology and blueprint, evaluating software in seven key categories that are weighted to reflect buyers’ needs based on our expertise and research. The Value Index is designed to ensure that it provides objective research and guidance to organizations looking to...
Ventana Research today released its 2021 Value Index on Contact Center in the Cloud, a quantified, research-based index evaluating technology providers and products. This Value Index assesses 14 vendors’ products using our Contact Center blueprint, evaluating software in seven key categories that are weighted based on our expertise and research to reflect buyers’ needs. The structure of the Value Index reflects our understanding that proper evaluation involves far more than just examining...
Ventana Research launched today its latest continuous Benchmark Research program into The Contact Center and Agent Management. The purpose of this research is to identify, explore and quantify the ways in which organizations use people, processes, information and technology to manage contact centers responsible for interactions and engagement with customers.
Ventana Research today announced the launch of a new webcast series, Friday Back-to-Business Thought Leadership: Six Sessions for Digital Innovation. The six-webcast series will focus on digital transformation in front office processes and technologies that help organizations analyze and operate marketing, sales and service to provide the best possible customer experience. Starting on September 28th with “Innovating Voice of the Customer Technologies,” the series will run through December 7th,...
Ventana Research today released its 2018 Value Index for Contact Center in the Cloud, a quantified, research-based index evaluating technology, both vendors and products. The Contact Center in the Cloud Value Index assesses product adequacy for a broad range of contact center needs ranging from handling, capturing, analyzing and optimizing customer interactions to engagement, operations and agent management.
Ventana Research announced today its newest market research endeavor on Agent Desktop using its latest innovative service, Ventana Research Dynamic Insights. This new approach to research comes from the industry’s most trusted market research provider; one that has built its reputation on research facts that reliably guide buyers and organizations through evaluating the performance and effectiveness of their current environment and enables them to determine next steps. The new Ventana Research...
Ventana Research today released its latest market research study examining the role of cloud computing in the use of contact centers and where customer self-service can help improve both efficiency and the customer experience. This research identifies, explores and quantifies the ways in which organizations use people, processes, information and technology to manage contact centers and customer interactions. It investigates organizations’ plans to improve customer engagement by deploying...
