Customer Experience

Our Expertise

Providing a satisfactory customer experience continues to be a top priority for leading organizations, but increasingly they are realizing that they cannot do so while continuing to rely on their CRM investment and existing processes and technology. Current tools used to manage marketing, sales and customer service activities are focused on internal efficiency and do not deliver the experience expected by customers along their entire journey of engagement with an organization. New digital technologies are changing how customer agents are managed and how they execute their tasks, enabling simpler yet more effective interactions with contact centers and placing more intelligence in customer experience processes. These new technology tools are making it possible to more effectively understand the complete voice of the customer, renovate digital commerce systems and enable a more effective digital subscription model.

Ventana Research offers research-based guidance on helping organizations adapt to the new generation of customer experience processes and systems to achieve the highest possible levels of satisfaction. Evaluating and ensuring your organizational customer experience readiness is essential to your success and profitability. We can help.

Contact us to learn more.

 

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By 2024, one-half of all customer interactions will be entirely handled by automated systems, with no human in the loop, helping minimize the cost impacts of increasing volume.

Keith_Dawson_circle_2020

Keith Dawson

Vice President & Research Director of Customer Experience

Our Latest News & Research

Press Releases

Analyst Perspectives

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Executive Summary
Agent Desktop 2012

In today’s competitive environment; providing the best possible customer experience should be a top priority. The real challenge lies in providing every agent with a unified view of customer data. If an agent has to scour multiple sources of data to

Research Perspective
Agent Engagement Improves Customer Experience

In recent years customers have grown considerably more demanding. They expect responses to their inquiries to be fast; personalized; in context and consistent across channels. Most of all; though; they want their issues to be resolved at the first co

Infographic
Analytics-Driven Quality Management

In most customer service organizations; managing quality of telephone interactions is a manual process that involves listening to a small percentage of calls…

eBook
Analytics-Driven Quality Management

In many companies the agent quality monitoring process has remained the same for years: Managers typically select a small; random set of call recordings and complete an assessment form as they listen to them. This provides only a limited snapshot of

Webinar
Best Practices in Next Generation Customer Engagement 2013

Ventana Research finds that improving customer experience is driver for investing into customer engagement in 77 percent of organizations. Are you planning to invest? Join Richard Snow at Ventana Research for a free educational on-demand webinar exp

Webinar
Best Practices in Next-Generation Customer Analytics Webinar 2014

The intense competition in today’s markets requires companies to know as much as they can about their customers in order to anticipate their needs; serve them better and retain their business. The typical company is faced with unprecedented volumes o

Infographic
Business Benefits of Customer Analytics

Companies need complete views of their customer activities to inform decisions and personalize responses during interactions…

Executive Summary
Contact Center Analytics 2011

Organizations are maturing slowlY because their focus too often is on traditional cost-related metrics and they pay too little attention to effectiveness measures that involve aspects of customer satisfaction. Nearly three-fourths of organizations (7

Executive Summary
Customer Contact Center 2011

This research helps contact centers better understand how to improve their efforts. It will enable them to determine how to align their organization's people; processes; information and technology to improve contact centers and the interactions with

Infographic
Customer Engagement in the Digital Age

Companies today must engage with customers through more channels than ever before. This places pressure on desktop systems employees use….

eBook
Customer Engagement in the Digital Age

In many companies the agent quality monitoring process has remained the same for years: Managers typically select a small; random set of call recordings and complete an assessment form as they listen to them. This provides only a limited snapshot of

Executive Summary
Customer Experience Management 2011

This research helpS executives and managers better understand how to improve their customer experience management efforts. It will enable them to determine how to align their organization’s people; processes; information and technology to improve cus

White Paper - VOD
Customer Experience Management 2011

Ventana Research is the first research company to benchmark the maturity and direction of customer experience management that is a critical component of every organizations customer centric processes. Ventana Research believes that enterprise-wide cu

Executive Summary
Customer Feedback Management 2012

The most objective way of understanding the customer experience is by collecting and analyzing feedback. The output from such analysis can be used to improve interaction-handling processes; training of individuals who handle interactions; marketing a

Company Profile
Engaging Customers Better through Real-Time Personalization

Modern technology; especially the Internet; has transformed business; and that is true even for the companies that produce the tools that have helped shape this new environment. One of those companies is Adobe Systems; developer of the game-changing

Research Perspective
Five Costs and Perils of Spreadsheets for Business Analytics

Managing performance effectively requires that a company be able to provide executives; managers and employees with accurate; timely information and make it possible for them to work interactively with that information

Research Perspective
Improving Customer Service in Utilities Companies

As in other industries; utilities today face more demanding customers who have more ways to express their opinions and want to engage through more channels of communication. To keep up with these expectations utilities must develop and deploy multic

Research Perspective
Innovation Sharpens the Customer Focus

Customer behavior has changed. Customers today use significantly more channels of communication to interact with companies. When they shop; the convenience of online access has led them to be more demanding because they can go elsewhere with a few c

Research Perspective
Mobile Apps Advance Customer Self-Service

Global communications and the Internet have heightened business competition and allowed customers to choose to interact electronically with companies throughout the customer life cycle – to research products and services; make purchases and seek cus

Executive Summary
Next Generation Contact Center in the Cloud 2016

Consumers have changed the ways in which they expect to engage with companies. While long-established channels such as the telephone; email and company websites are still the most used; many consumers now prefer to use text messages; online chat; soc

Executive Summary
Next Generation Customer Analytics 2014

Customer expectations have extended beyond traditional channels; opening up to include website inquiries; social channels; text messages; instant messages and video applications. As customer contact and communications channels continue to expand; bus

Executive Summary
Next Generation Customer Engagement 2013

In the past; companies engaged with their customers by meeting with them face-to-face; speaking with them on the telephone or mailing written documents. Engagement was largely reactive; with the marketing department primarily providing most of the ou

White Paper - VOD
Next-Generation Customer Engagement 2013

In the past; companies engaged with their customers by meeting with them face-to-face; speaking with them on the telephone or mailing written documents. Engagement was largely reactive; with the marketing department primarily providing most of the ou

Webinar
Next Generation Workforce Optimization 2013

To remain competitive in today's market; companies need happy customers. The quality of customer experience is dependent on the agent who handles interactions. Our recent research shows that organizations are actively deploying new channels of intera

eBook
Overcoming Customer Engagement Obstacles

In today’s highly competitive and increasingly digital markets; customers can switch suppliers at the click of a button; therefore; a determined focus on customer retention is essential; and a key to retention is the quality of the customer experienc

Research Perspective
Real-Time Guidance Enhances the Customer Experience

Benchmark research by Ventana Research into customer experience management shows that the experiences of customers in dealing with a company strongly impact their propensity to remain loyal – to continue to purchase products and services from the co

Executive Summary
Recurring Revenue 2015

The term recurring revenue refers to models for selling and billing typically based on a combination of initial fees and periodic charges. In recent years; it has gained popularity in a variety of industries.

White Paper - VOD
Recurring Revenue 2015

Ventana Research undertook this first independent; rigorous primary research in Recurring Revenue makes clear that organizations increasingly are choosing to adopt this model to increase revenue and improve their customers’ experience. Pioneered by t

Best Practices
Recurring Revenue 2015

The term recurring revenue refers to models for selling and billing typically based on a combination of initial fees and periodic charges. In recent years; it has gained popularity in a variety of industries.

Webinar
Recurring Revenue 2015

The term recurring revenue refers to models for selling and billing typically based on a combination of initial fees and periodic charges. In recent years; it has gained popularity in a variety of industries.

eBook
Speech Analytics Improves Key Business Metrics

Product Information Management (PIM) is essential to business processes; the customer experience; and ultimately financial performance. It is shared among business units; customers; partners and distributors and may take many forms; including text; v

Viewpoint
Streamlining Finance Processes for Subscription Billing

The subscription business model has grown in popularity with providers of services or products because it establishes a regular; predictable income stream. This is particularly true for technology companies. However; the subscription model poses chal

Research Perspective
The Art of the Possible: The Customer Service Journey

Profitable long-term relationships with customers depend on providing superior customer service; which is to a large extent shaped by how companies engage with customers throughout the customer journey. However; for many years the goal of both the d

eBook
The Business Case for Contact Center Performance Management

Benchmark research conducted by Ventana Research on next-generation workforce optimization found that more than three-quarters (78%) of businesses ranked improvement in both contact center and agent performance as very important.

White Paper - VOD
The Next-Generation Contact Center in the Cloud 2016

Consumers have changed the ways in which they expect to engage with companies. While long-established channels such as the telephone; email and company websites are still the most used; many consumers now prefer to use text messages; online chat; soc

White Paper - VOD
Next Generation Customer Analytics 2014

As customer contact and communications channels continue to expand; businesses are new faced with larger; more complex sets of customer data. Many organizations continue to attempt to achieve a 360-degree view of the customer but due to these bewilde

White Paper - VOD
The State of Customer Contact Centers 2011

Ventana Research was the first research company to benchmark the maturity and direction of contact center technology to support customer services processes. Ventana Research believes that enterprise-wide customer interaction and satisfaction processe

White Paper - VOD
The Unified Agent Desktop and the Customer Experience

In today’s competitive environment; providing the best possible customer experience should be a top priority. The real challenge lies in providing every agent with a unified view of customer data. If an agent has to scour multiple sources of data to

eBook
The Value of Cusomter Engagment

Sales forecasting has been an inexact science; often depending as much on gut instinct as on data. Two reasons for this imprecision are a lack of pipeline information and a reliance on spreadsheets to create and track forecasts. The alternatives; sal

Research Perspective
Understanding the Voice of the Customer through Speech Analytics

Ventana Research defines the voice of the customer (VOC) as the aggregated data; reports and analysis a company has about a specific customer. VOC includes all the available information from marketing; sales; customer service and any other relevant

Research Perspective
Understanding the Voice of the Customer through Text Analytics

Ventana Research defines the voice of the customer (VOC) as the aggregated data; reports and analysis a company has about a specific customer. VOC includes all the available information from marketing; sales; customer service and any other relevant

Presentation - VOD
Unified Agent Desktop and Customer Experience

In today’s competitive environment; providing the best possible customer experience should be a top priority. The real challenge lies in providing every agent with a unified view of customer data. If an agent has to scour multiple sources of data to

White Paper
Visualizing the Customer Journey Using Analytics

In today’s intensely competitive markets; companies must offer a superior customer experience while remaining operationally efficient. Accomplishing this on a continuous basis while remaining within operational guidelines and cost parameters require

Value Index
Workforce Optimization 2016

In a growing service-based economy; every business needs to make the buying experience enjoyable; both prior and after purchase. To do this; employees need to be able to access customer and product information at any stage of the buying cycle. This i

Executive Summary
Workforce Optimization 2017

To remain competitive in today's market; companies need happy customers. The quality of customer experience is dependent on the agent who handles interactions. Our recent research shows that organizations are actively deploying new channels of intera

White Paper - VOD
Workforce Optimization 2017

In today’s intensely competitive markets companies must strive to meet customer expectations during every interaction. Our benchmark research into next-generation customer engagement finds that customers use up to 17 channels of engagement; some of w

Infographic
Adopting Contact Center in the Cloud

of engagement, call centers evolved into contact centers. Today vendors are providing cloud-based contact centers that manage multiple channels of engagement and a variety of contact center management applications. These services are run outside the

Research Perspective
Achieving Consistent Customer Experiences

Our benchmark research into the next-generation contact center in the cloud shows that 70% of companies expect to rely on the quality of the customer experi­ence to compete more effec­tively over the next two years, and 46% ex­pect to rely on the eff

Research Perspective
Analytics Transforms Customer Interactions

Our benchmark research on next-generation customer engagement shows that customers interact with companies through as many as 17 communication channels, most of which are electronic. These interactions produce large volumes of speech and text data. U

Dynamic Insights
Agent Desktop

Agent desktop systems are designed to enable contact center agents and those who interact with customers to handle interactions efficiently and effectively. Unifying the agent desktop helps simplify and speed interactions and improve the customer exp

Viewpoint
Planning and Budgeting under ASC 6060 and IFRS 15

New rules governing revenue recognition for contracts will go into effect for publicly held companies in 2018 and for private ones in 2019. The Financial Accounting Standards Board, which administers Generally Accepted Accounting Principles in the U.

White Paper
Insights on Contact Center Agent Productivity

Benchmark research carried out by Ventana Research shows that contact center executives and managers are under pressure to provide the best possible customer service while staying within tight operational budgets. At the same time centers must handle

Webinar
Building Intelligent CX in the Digital Economy

In case you haven’t noticed, consumer expectations for service and responsiveness have risen dramatically, while their patience is in precipitous decline. Anything less than customer processes operating at peak levels of excellence is an invitation t

Research Perspective
PIM Trump MDM

Ventana Research defines product information management (PIM) as the practice of using information, applications and technology to effectively support product-related processes across an organization. When PIM is deployed, it employs a wide range of

Research Perspective
Marketing Effectively with PIM

Marketing organizations have yet to grasp fully the value of managing product information efficiently across marketing for all business channels. Education on effective product information is critical; organizations must be able to use information to

Webinar
Subscription Management in the Digital Economy

We are observing a radical change in expectations about subscriber relationships. Consumers today want simpler, more immediate and more effective interactions with the organizations that provide them with services. But delivering this by improving th

Research Perspective
Ensuring Customer Satisfaction in Dynamic Online Markets

Over the last few years technology has forged notable changes in people’s lives. How people engage with each other has altered thanks to the pervasive influence of the internet as well as the widespread use of mobile devices, social media and text-ba

Research Perspective
Embracing PIM as a Service

The software industry’s evolution toward cloud computing and software as a service (SaaS) has changed how and where organizations operate not just their software but their business. Almost every business application – across customer-facing functions

White Paper
Structured CRM for Business Success

Today more than ever, organizations must prioritize customers and focus on both existing and new relationships in order to increase the value of the interactions with them. A spreading awareness of the importance of customer experiences and interacti

Webinar
Digital Commerce: Innovating with AI and Robotics

The effectiveness of digital commerce is at risk today, with antiquated technology platforms eroding usability and making it difficult to focus on the customer and product experience. Advances in AI and machine learning have begun to deliver new meth

Research Perspective
Achieving Omnichannel Customer Experiences

For interactions with customers to go well, organisations must deploy a wide range of systems to manage an ever-increasing array of engagement channels. But providing the information needed for all these customer-related activities isn’t simple. Our

Value Index
Contact Center in the Cloud 2018

To remain competitive, organizations must deliver the best possible customer experience through all channels of engagement. Our benchmark research finds that with consumers having embraced the internet, particularly social media and mobile devices, c

Research Perspective
Putting Customer Conversations to Work

Customer conversations are a valuable source of information with which to enhance customer engagement. Speech analytics is the key to unlocking the value in these conversations. When conversations are deconstructed using speech analytics they provide

Viewpoint
Seeking A More Complete View of Customer Interactions

A lot is said and written today about this being “the age of the customer” and terms such as “customer journeys” and “customer experience” are used in many contexts. However, unlike in the ‘80s, very little has been written or said recently about cus

Research Perspective
Making the Voice of the Customer Work

New opportunities to optimize the quality of the customer experience requires organizations to examine customer processes and methods of interaction. Effective technology can help organizations capture, process and use customers’ sentiment and commun

Executive Summary
Customer Analytics 2019

Today’s intense competition requires that companies know as much as they can about their customers in order to anticipate their needs and serve them better. Implementing initiatives such as customer value, customer experience, price and profitability

White Paper - VOD
Customer Analytics 2019

Today’s intense competition requires that companies know as much as they can about their customers in order to anticipate their needs and serve them better. Implementing initiatives such as customer value, customer experience, price and profitability

White Paper
Optimizing the Agent Experience

The quality of the customer experience is a competitive differentiator for most organizations. Our research confirms this, finding that improving the customer experience is a top priority for 82% of organizations looking to improve the way they handl

Analyst Perspective
The Imperative for Customer Experience in 2020: Ventana Research Agenda

Ventana Research recently announced its 2020 research agenda in the area of the customer experience.

Analyst Perspective
The Business Continuity Imperative: The Product Experience for Buyer and Customer Delight in 2020 and Beyond

Products and services are the foundation of every organization, regardless of its industry or size.

Analyst Perspective
The Business Continuity Imperative: The Voice and Mission of Your Customer Experience

Supercharging the customer experience (CX) is more than just an opportunity.

Analyst Perspective
A 360-Degree View of the Customer Journey Can Provide Customer Experience Insights

For interactions with customers to go well, organizations must manage an ever-increasing array of engagement channels.

Analyst Perspective
Technology Really Does Matter for Customer Analytics

Using customer analytics effectively involves several challenges. Organizations must make it a business priority, cultivate leadership and set a course for ensuring data and analytics are being processed and governed effectively.

Analyst Perspective
Identifying the Leaders in Sales Performance Management

I am happy to share some insights from our latest Value Index research, which rates how well vendors’ offerings meet buyers’ requirements in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usab

Analyst Perspective
Effective Customer Analytics Requires Comprehensive Data and Metrics

Customer analytics have never been more important, but effectively creating and managing them is not easy.

eBook
How to Achieve an ROI from PIM

PIM can provide a ROI and deliver value across the entire organization thanks to the streamlined integration of products into the roles of almost every business employee.

Analyst Perspective
The Challenges in Customer Analytics

Today’s intense competition requires that companies know as much as they can about their customers in order to anticipate their needs and deliver a superior customer experience.

Analyst Perspective
The Business Continuity Imperative: The Partner Experience and Channel Performance Agenda

Partners play a key role in the revenue and growth of every organization. Whether channel selling is in assistance to internal sales or independent, what happens in partnering has ramifications that are simply too important to underestimate.

Analyst Perspective
The Business Continuity Imperative: The Agent and Customer with Contact Centers in 2020 and Beyond

Contact centers play a substantial role in an organization’s success. The customer journey is engaged here, at each moment of interaction.

Analyst Perspective
The Business Continuity Imperative: The Subscriber Experience and Subscription Management in 2020 and Beyond

Subscriptions are the future of business. Subscribers are essential to an organization’s overall business potential because they generate recurring revenue.

White Paper
Empower the Modern and Agile Agent Workforce

A focus on workforce agility will enable organizations to adapt and continue to meet customer service expectations during challenging periods.

Analyst Perspective
The Business Continuity Imperative: The Digital Experience in Marketing for 2020 and Beyond

Marketing is inextricably linked to business success, and digital technology is essential to an organization’s overall marketing potential because it generates interest and brand awareness.

Analyst Perspective
Modernizing PIM for Product Experience Management

Today’s businesses must manage a continually expanding array of data, content and digital assets as well as satisfy the demands of consumers for comprehensive product information.

Analyst Perspective
The Business Continuity Imperative: The Workforce Experience and Human Capital Management in 2020 and Beyond

The workforce is an essential part of an organization’s overall business potential because it ensures continuous operations, even in black-swan events.

Analyst Perspective
Subscription and Usage Management Technology Needs for the Modern Economy

Subscription-based business models have seen exponential growth over the last decade. The growth of this recurring revenue business model, where a subscriber commits to repeatedly pay for a good or device for a fixed or indefinite timeline, has been

Q&A
Open Communications, Business Continuity and the Digital Work Experience

Maintaining business continuity when the workforce is functioning virtually requires the organization to be as responsive as possible. During times when work-from-home (WFH) is a necessity, it’s even more important that the communication tools in use

Analyst Perspective
Why I Joined Ventana Research

It’s very exciting to embark on a new chapter of one’s career, so I am thrilled to be joining Ventana Research to lead the practice of expertise in customer experience (CX).

White Paper
Modern Customer Analytics for Customer Experience

Truly transformational value gains from optimizing customer experiences have yet to be realized. Even after decades of focusing on CRM as the main tool for improving customer relationships, organizations still struggle to fully understand their custo

Analyst Perspective
Talkdesk: CX Cloud earns our 13th Digital Innovation Award for Customer Experience

The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and per

Analyst Perspective
Trends in Contact Center Market for 2020 and Beyond

This has been a dramatic year for contact centers. The underlying technology has been changing for some time, but that change is now accelerating because of the urgent operational shifts forced by the pandemic.

Infographic
Adopting Contact Center in the Cloud

Early telephony-based call centers were built using proprietary on-premises systems. As companies added additional channels of engagement, call centers evolved into contact centers.

Analyst Perspective
Teradata Vantage CX: The Real Customer Data Platform

Teradata is not a name that is commonly associated with the customer experience marketplace, but that is likely to change as customer experience (CX) practitioners wrestle with the problems created by the multiple streams of data thrown off by the ma

Analyst Perspective
Intelligent Virtual Agents Are an Imperative for Digital Self-Service

The pandemic has raised the stakes for self-service in every part of the customer journey.

Research Perspective
The Science of Managing Interaction Data

Contact centers and their parent organizations are swimming in data. This has always been true, but today’s complex customer engagement environments generate much more information about interactions and their outcomes than ever before.

Viewpoint
Rethinking Customer Engagement Strategies at Increasing Scale

Organizations are facing a mounting gap between the services and connections customers want, and their capacity to actually deliver them. This capacity gap challenges budgets and planning and stifles innovation.

Presentation
Customer Experience Management and the Future of Work

How can organizations balance the growing ability to automate interactions with the power of the human element and the need to maintain authentic customer relationships? What are the key technologies organizations must adopt now to succeed as the fut

eBook
Closing the Customer Engagement Gap

In the near future, contact center agents will still work from home. People will still buy online and expect curbside pickup from retail stores. For simple or routine issues, many customers move past a phone call to chat, messaging, email or choose t

Analyst Perspective
The Opportunity for CX is Beyond Your Contact Center

The contact center has long represented the starting point for customer experience initiatives. Now, however, most organizations are finding that they need to invest beyond this singular point of engagement.

Webinar
Insights Into the Changing Customer Experience Environment​

Interaction volume is increasing, and customer journeys are more complex. A stark gap has emerged between the kinds of experiences customers expect, and the resources that businesses have available to fulfill them. But this is not bad news. Awarenes

Viewpoint
Preparing Now for Tomorrow’s Contact Center Workforce

Contact centers are a more labor-centric business than most people realize. They employ a large workforce with a unique mix of skills and needs, and which accounts for most any center’s operating expenses. This labor force is also highly transient, w

Analyst Perspective
The Ventana Research 2021 Market Agenda: How Digital Effectiveness Impacts Organizational Agility

Ventana Research has announced its market agenda for 2021, continuing the tradition of transparency in our efforts to educate and guide the technology market but also our independence as we do not share our market agenda or analyst perspectives with

Videocast
Building Friction-Free Customer Experiences

Every organization strives to make their customer experiences work better, but this can be challenging when the tools for the job are siloed applications that are scattered across different departments. If you want to create experiences that bring cu

Research Perspective
Contact Center Software Buying Advice

No matter how large or small an organization may be, customers will judge it by the quality of service it delivers. But for small and mid-sized businesses (those with between 30 and 300 contact center seats), the stakes are often higher: they must co

Q&A
Choosing a CCaaS for Small and Mid-Sized Organizations

Customers don’t care how big a firm is; they care about the quality of their customer experience. And today’s smaller and growing businesses can level the playing field by offering customer interactions that are every bit as sophisticated, responsive

Research Perspective
The Value of a Lifetime Customer

It is a long-accepted truism that it costs more to acquire a new customer than it does to keep an existing one. For any small business that is looking to grow, it makes sense to devote considerable resources to the challenge of keeping customers happ

Videocast
The Challenges of Modern Customer Experience

The problem with managing Customer Experience these days is that it covers a lot of ground, and touches a lot of people with different roles within an organization. There are so many technology components that contribute to a clear and successful CX

Analyst Perspective
The 2021 Market Agenda for Customer Experience: Achieving Excellence in Engagement

Ventana Research recently announced its 2021 market agenda in the expertise area of Customer Experience. Most organizations have some degree of focus on managing how they interact with their customers, but it is often a disjointed and constrained pro

Analyst Perspective
SAP Service Cloud Bridges the Contact Center and the Back Office

The contact center is still, for most businesses, where customer experience is designed, delivered and measured. And as we might expect, customer experience (CX) tools are migrating from where they started point solutions based on narrow functions in

Analyst Perspective
The New Verint: Experiences and Engagement with Customers

Verint has recently separated into two companies, one of which is a dedicated provider of software focused on customer engagement and will keep the Verint name. (The other is called Cognyte and focused on security analytics.)

Analyst Perspective
Customer Data Platforms: Essential for Effective Customer Experience

Since customer data platforms (CDP) emerged in the marketplace about five years ago, there has been debate about what roles they fill, especially within customer service organizations.

Analyst Perspective
Content Guru Brings CCaaS with Confidence to US

Shifts in the market due to the pandemic have upended the contact center marketplace, accelerating the inevitable migration of infrastructure to the cloud and changing the way agents are managed.

Analyst Perspective
The Mandate for Contact Center and Agent Management

The ways in which consumers engage with organizations have changed. Long-established communication channels such as the telephone, email and company websites are still used, but many consumers now prefer to use text messages, online chat, social medi

Analyst Perspective
Salesforce Service Cloud: Contact Center with Workforce Engagement

The modern contact center relies heavily on software that enables agents to perform multiple complex tasks while simultaneously managing the customer-facing side of interactions.

Analyst Perspective
8x8 Shows Why CCaaS and UCaaS Should be Unified

The pandemic accelerated several trends in the contact-center industry that were already underway, chiefly: moving infrastructure and software applications to the cloud, and rethinking the process of managing agents.

Analyst Perspective
Avaya: Adapting and Focused on CX, CCaaS Success

Business phone systems and contact center platforms received renewed attention in 2020 as organizations acquired tools for agents working from home. That put the spotlight on vendors, like Avaya, that have feet in both worlds.

eBook
Cloud Contact Center Buyer’s Guide

Today’s contact centers have the opportunity to refine old processes and adopt innovative new technologies. Organizations should make these changes now to serve a new generation of highly demanding, highly connected consumers who expect advanced auto

Analyst Perspective
The Voice of the Customer Is Really a Chorus of Voices

Voice of the Customer (VoC) is a catch-all term that refers to the collection of customer feedback in various formats. Sometimes this feedback is in the form of quick surveys or reactions to questions like, "Did I resolve your issue today?" or "Would

Analyst Perspective
Zoho Builds a CX Suite Inside Zoho One

There are many software components that facilitate contact center operations. Historically, the industry has relied, in part, on niche or best-of-breed applications but this is shifting in favor of broadly integrated suites or ecosystems.

Analyst Perspective
Customer Service and Support: Expanded Role and Need for Software

Customer service and support (CSS) is a term with two meanings. Most generally, it refers to the functions of a contact center in handling post-sales customer inquiries that require some effort or action on the part of the business. More specifically

Analyst Perspective
The Market for Contact Center in the Cloud Software

Having just completed the 2021 Ventana Research Value Index for Contact Center in the Cloud, I want to share some of my observations about how the market has advanced since our assessment three years ago.

Analyst Perspective
The Value Index for Contact Center in the Cloud: Classification and Rating of 14 Vendors

I am happy to share insights gleaned from our latest Value Index research, an assessment of how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
NICE inContact is Exemplary and Overall Value Index Leader in Contact Center in the Cloud

We are happy to share some insights about NICE drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Talkdesk is Exemplary in the Contact Center in the Cloud Value Index

We are happy to share some insights about Talkdesk drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Zendesk Advances a Suite for CX

The outlines of a post-pandemic customer experience (CX) landscape are emerging, and it appears that the market dynamic is bringing companies from different segments into heightened competition with one another.

Analyst Perspective
Genesys is Exemplary in 2021 Contact Center in the Cloud Value Index

We are happy to share some insights about Genesys drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Content Guru is Exemplary in 2021 Value Index for Contact Centers

We are happy to share some insights about Content Guru drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Avaya is Innovative in 2021 Contact Center in the Cloud Value Index

We are happy to share some insights about Avaya drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Cisco is Innovative in 2021 Contact Center in the Cloud Value Index

We are happy to share some insights about Cisco drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Aspect has Assurance in 2021 Contact Center in the Cloud Value Index

We are happy to share some insights about Aspect drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Five9 is Innovative in the 2021 Contact Center in the Cloud Value Index

We are happy to share some insights about Five9 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
8x8 Provides Assurance in Contact Center in the Cloud Value Index

We are happy to share some insights about 8x8 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
RingCentral Brings Merit to Market for Contact Center in the Cloud

We are happy to share some insights about RingCentral drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Enghouse Altitude Rated with Assurance in Contact Center Value Index

We are happy to share some insights about Altitude, now part of Enghouse, drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Vonage has Merit for Contact Center in the Cloud

We are happy to share some insights about Vonage drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Amazon has Merit in the Contact Center in the Cloud Value Index

We are happy to share some insights about Amazon drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Twilio is Vendor of Merit in Contact Center in the Cloud Value Index

We are happy to share some insights about Twilio drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
CX Suites Focus on Managing Customer Experiences

When we speak of the “customer experience,” we are really referring to the results of a broad spectrum of activities that collectively we describe as a journey or a lifecycle.

Analyst Perspective
ServiceNow Brings Customer Workflows with Automation and Intelligence

Customer Service & Support (CSS) is a software segment that provides tools for tracking and resolving customer problems, primarily through contact centers. The segment has been mature for decades but today is reinvigorated by a new emphasis on workfl

Analyst Perspective
Are DXPs Really Needed in a CX World?

Customer experience (CX) tools are going through a transition, from piecemeal applications designed to solve narrowly defined problems, to broader suites with integrated functionality. This is occurring along multiple fronts in CX.

Viewpoint
Free Your Data to Elevate Your Customer Experience

Data is immensely important to the modern practice of customer engagement. But data is more than just some stodgy technical resource. Data represents insight that people can use to make judgements and evaluate contexts. It enables experts to connect

Analyst Perspective
ServiceNow Earns Customer Experience Digital Innovation Award for 2021

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.

Analyst Perspective
Field Service Transformation for CX Differentiation

Field service is one element of the service-delivery process that an organization must get right or risk alienating important customers and causing friction in the relationship.

Analyst Perspective
Reltio Earns Marketing Digital Innovation Award for 2021

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.

Analyst Perspective
Dialpad Stresses the Unity of UCaaS and CCaaS

Dialpad provides contact center and business phone services, a market that is in transition due to a convergence of technologies and business conditions.

Q&A
Managing Experiences Across Roles

We increasingly define the success of modern business processes through the prism of “experiences”—what customers, users and employees encounter when they deal with technology and each other. Why has it been so difficult for organizations to design e

Analyst Perspective
Uniphore Automates Intelligent Conversations

Customer support operations increasingly rely on automation and complex workflow processes to reduce costs and improve experiences.

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Ventana Research 14th Annual Digital Innovation Award Winner

Ventana Research 13th Annual Digital Leadership Award Winners

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Ventana Research 2021 Market Agenda for CX

Research Agenda & Calendar

Ventana Research maintains a rigorous approach to its areas of research expertise through a methodology of processes and activities to ensure we provide the best possible insights on technology across business and IT. This is represented in our Research Agenda, which is a foundation for providing actionable information and guidance to help you identify opportunities for improved competitiveness and effectiveness. Other industry analyst firms lack methodology and a publicly available research agenda and are easily biased by clients and the industry. We take pride in our reputation for independence and provide our research calendar and agenda for visibility into the upcoming months of activity.

 

September

October

November

What to see our research plans for the year?
Download the research agenda

Vendors Not Covered or Recommended

  • ASC Technologies
  • Avoxi
  • BryterCX
  • Cincom
  • Confirmit
  •  
  • Diabolocom
  • dvsAnalytics
  • Emplifi
  • EvaluAgent
  •  
  •  
  • Microsoft
  • NetCall
  • Panviva
  • Pipkins
  • Transcom
  • Upland Software
For more information on Vendor coverage, or to become a covered vendor, click here.

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