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 2025, 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

VP & Research Director

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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

VentanaCast
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.

Analyst Perspective
The Pandemic Heightens Need for Agent Management

The primary effect of the pandemic on agent/workforce management beginning in 2020 was a rush to re-site and re-equip contact centers and agents.

Analyst Perspective
Calabrio Brings VoC to Larger CX Potential

Tools for contact center agent management have changed considerably in the past few years. The suite of software applications has grown from those that perform core functions in scheduling and quality control to include more advanced solutions for ag

Analyst Perspective
AI’s Value to Contact Centers: Improved Customer and Agent Experiences

When artificial intelligence emerged from the labs and vendors started offering it as a component of their software, many contact-center buyers shied away from it.

Analyst Perspective
AI’s Value to Contact Centers: What Are the Use Cases

In part one of this Analyst Perspective on the use of artificial intelligence within contact center applications, we focused on the evolution — and resulting benefits — of tools embedded with AI, including ease-of-use for non-data-scientists.

Analyst Perspective
Digital Communication Platforms Enable Better Work and Customer Experiences

The age of digital communication platforms is upon us. The need has never been greater for an open and secure platform that satisfies the demand for enterprise-grade business and technology requirements.

Analyst Perspective
NICE CXi Is a Pivot to the Post-Contact Center World

When NICE acquired inContact in 2016, it began a transformation that saw it broaden its product offering and positioned itself to play a larger role in the contact center and customer experience industries.

Analyst Perspective
Vonage Buys Into Conversational Commerce With Jumper.ai

When migrating their communications stacks to the cloud, many organizations come face to face with a quandary: do they emphasize the business phone system and gravitate toward a unified communications vendor? Or should they focus on the specific appl

Analyst Perspective
Automating Workflows for a Better Customer Experience

Any organization that relies heavily on a large labor force looks to automation to reduce costs, and contact centers are no exception. They handle interactions at such large scale that almost any effort to automate some part of the process can delive

White Paper
The Contact Center and AI

Contact centers generate an enormous amount of data in the course of handling customer interactions. Every connection and call are tracked, creating a web of information that includes details of what happened, when it happened, who participated, and

Value Index
Agent Management 2022 Value Index

This Value Index report evaluates the following vendors that offer products that address key elements of agent management as we define it: 8x8 Inc., Alvaria, Inc., Avaya Inc., Calabrio, Inc., Cisco Systems, Inc., Redwood Technologies Group Ltd. (Cont

Market Perspective
Technical College System Earns Digital Leadership Award in Customer Experience with Salesforce and TargetX for 2021

The annual Ventana Research Digital Leadership Awards recognize organizations and individuals that utilize technology to advance business and IT. The Digital Leadership Awards showcase the professional leadership and their use of business application

Analyst Perspective
Customer Experience Needs Accountability with Executive Leadership

The contact center is where much of customer experience management happens, but it is by no means the beginning or end of the CX story. Other departments, notably marketing and revenue, have a stake in what happens during the customer’s lifecycle. Wh

Analyst Perspective
Shifts in Agent Management Software Benefit Agent Experiences

The 2022 Ventana Research Value Index for agent management software is published, offering interesting observations about how the market is advancing to provide more sophistication to agents and the management of them. The market is now characterized

Analyst Perspective
The 2022 Value Index for Agent Management Classifies and Rates Vendors

Ventana Research is sharing insights gleaned from our latest Value Index research, an assessment of how well vendors’ offerings meet buyers’ requirements. The Ventana Research Value Index: Agent Management 2022 is the distillation of a year of market

Market Perspective
NICE is Exemplary in the Agent Management Value Index

Ventana Research is happy to share some insights about NICE, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
The 2022 Market Agenda for CX: Enabling Resilience in Experiences

Ventana Research recently announced its Market Agenda in the expertise area of Customer Experience. For the past several years, many organizations have found it challenging to provide excellent customer experiences in the face of drastic technology c

Market Perspective
Verint is Exemplary in the Agent Management Value Index

We are happy to share some insights about Verint, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Avaya is an Exemplary Vendor in Agent Management

Ventana Research is happy to share some insights about Avaya, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Calabrio is Exemplary in Agent Management Value Index

We are happy to share some insights about Calabrio, drawn from our Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Genesys is Exemplary in Agent Management Value Index

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

Market Perspective
Talkdesk is an Exemplary Vendor in the Agent Management Value Index

Ventana Research is happy to share some insights about Talkdesk, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Alvaria is a Vendor of Assurance for Agent Management

We are happy to share some insights about Alvaria, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Content Guru is Exemplary in Agent Management Value Index

We are happy to share some insights about Content Guru, drawn from our Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Cisco is Innovative in Agent Management Value Index

We are happy to share some insights about Cisco, drawn from our Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Salesforce is Vendor of Assurance in the Agent Management Value Index

We are happy to share some insights about Salesforce drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Five9 is a Vendor of Merit in the Agent Management Value Index

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

Market Perspective
8x8 is Innovative in Agent Management Value Index

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

Analyst Perspective
Top Trends in VoC Analytics

A formal Voice of the Customer (VoC) program is a necessity for any organization that wants to grow its customer base and differentiate from its competitors. Unfortunately, many organizations have not updated their notion of “formal” in quite a few y

Market Perspective
RingCentral is a Vendor of Merit in the Agent Management Value Index

Ventana Research is happy to share some insights about RingCentral, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Playvox is a Vendor of Merit in the Agent Management Value Index

Ventana Research is happy to share some insights about Playvox, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Elevēo is a Vendor of Merit in the Agent Management Value Index

We are happy to share some insights about Elevēo, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Analyst Perspective
Contact Center Cost Control, Part 1: Rethinking Modern Operations

Contact centers have always been very cost-centric and attuned to the kinds of constraints that they have to operate in, but many organizations were diverted from that kind of focus when the pandemic first hit.

Market Perspective
Lifesize is a Vendor of Merit in the Agent Management Value Index

Ventana Research is happy to share some insights about Lifesize, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Mitel is a Vendor of Merit in the Agent Management Value Index

Ventana Research is happy to share some insights about Mitel, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Blue Yonder is a Workforce Management Value Index Vendor of Merit

Ventana Research is sharing insights about Blue Yonder, drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Market Perspective
Enghouse Interactive is a Vendor of Merit in Agent Management Value Index

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.

Analyst Perspective
Contact Center Cost Control, Part 2: Getting Granular

In a previous Analyst Perspective, we discussed some of the big-picture trends that are bringing cost control back as a core driver of contact center operations. In this report we will tackle some of the practical ramifications: how those trends affe

Analyst Perspective
Why We Need a New Definition for CX Software Platforms

The technology underpinning customer experience (CX) is a hodgepodge of tools that have been developed for niche use cases and then expanded to fill broader roles. Examples include the old (CRM, help desk software and speech analytics) and the new (c

Analyst Perspective
OnviSource Brings Intelligence to Contact Center Automation

Today’s contact center agents find themselves handling increasingly more complex interactions due to changes in consumer demand, advances in self-service and the proliferation of digital contact channels. This added complexity requires continuous age

Analyst Perspective
Ujet Simplifies Omnichannel Interactions in the Contact Center

Although the bulk of contact center seats are still served by on-premises equipment, there appears to be a consensus that the cloud is better suited to delivering a successful, omnichannel customer experience, and that most new contact center deploym

Analyst Perspective
Technology Trends in Customer Support Software

Customer Service and Support (CSS) software is about more than case tracking and trouble tickets. Many organizations view the service call as an opportunity to solidify a positive customer relationship and perhaps enhance the loyalty and value of the

Market Perspective
Alvaria’s CX Platform Delivers Personalized Experiences

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,

Analyst Perspective
Work-From-Anywhere Has a Communications Impact

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 a

Analyst Perspective
Amazon Connect Adds Workforce Optimization Capabilities

At Enterprise Connect in March, Amazon announced new functionality in its cloud contact center platform, Amazon Connect. The company is now including a full Workforce Optimization component, which includes built-in forecasting, capacity planning and

Viewpoint
Contact Center Quality Processes Must Modernize for the Digital Era

The tried-and-true quality assurance processes that many contact center practitioners relied on for years are probably well out of date. It is time to reevaluate how quality is tracked and measured, and to implement some sensible new practices that t

Analyst Perspective
Field Service Heads for Greater Automation and Integration

Field service is a segment of customer experience that is dominated by two elements: the complexity of the issues handled, and the high cost of providing on-site services. It is recognized as a critical component of the service experience, especially

eBook
Elevating Agent Engagement

In order to elevate the customer experience, organizations must develop programs and best practices that elevate the agent experience.

Market Perspective
NICE Earns Customer Experience Digital Innovation Award for 2022

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

eBook
Hidden Resources Can Close the Capacity Gap

With new workforce dynamics, ever expanding customer engagement channels and exponentially more customer interactions, organizations are facing an engagement capacity gap.

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

eBook
How to Achieve an ROI from PIM

Modern product information management (PIM) has the potential to deliver value far beyond the efficiency gains of the current operational approach.

eBook
Taking Stock of Legacy Software

It can be hard to spot deterioration in software. Performance degradation happens subtly over time in all software, including finance department software such as performance management and ERP systems. However, our research finds a correlation betwee

eBook
Cloud Contact Center Buyer’s Guide

Today’s contact centers have the opportunity to refine old processes and adopt innovative new technologies.

Viewpoint
Get Ready for the New Era of Customer Experience

Organizations had to move quickly to cope with the shock caused by the pandemic in 2020. They had to recreate their operations in remote form, using technology to extend into workers’ homes to stay open.

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

Analyst Perspective
Preparing Agents for Success in Automated, Distributed Contact Centers

The contact center industry is reexamining how organizations engage with contact center agents. One thing that we learned from the forced movement to work-from-home was that organizations have to provide agents with appropriate tools to collaborate a

Research Perspective
The Future Contact Center is Here Now

For contact centers, the pandemic upended everything—from agents to costs to service levels. Much of the agent population will continue to work remotely indefinitely. As a result, many organizations find themselves confronting a gap in their ability

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

Research Perspective
Making Subscriptions Part of Modern Business Models

Subscription was once the Next Big Thing in business. But now, e-commerce and subscription/usage business models are simply the way that customers—and organizations—want to conduct business.

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.

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
Why Unifying UCaaS and CCaaS Makes Sense

The drive to move communications tools into the cloud was not supposed to create more silos, but unfortunately the division between internally focused business communications tools like phone and chat (Unified Communications as a Service, or “UCaaS”)

Research Perspective
Putting Customer Conversations to Work

Customers have conversations across the organization. They interact with people in Sales, Service, Support and in some cases even with an organization’s products or services via smart speakers. While our research confirms that the telephone is still

Research Perspective
Innovation Sharpens the Customer Focus

Customer behavior has changed. Customers today use significantly more channels of communication to engage 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 clic

White Paper
Building a Unified Workforce for Customer Engagement

Two years after the pandemic upended contact center operations, many managers are finding that they still face challenges finding enough staff to meet customer demand. What was an unusual situation has now become a continuing structural problem that

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

White Paper
Incident Management for Continuity and Resilience

There is a big, practical difference between managing the experience of one customer with a problem versus one thousand customers having the same problem.

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

White Paper
Empower the Modern and Agile Agent Workforce

Readiness and agility of the workforce is the foundation of business resiliency. Black swan events will test an organization’s ability to respond and operate effectively under challenging conditions, including pandemics and other disruptions that for

White Paper
The Contact Center and AI

Contact centers generate an enormous amount of data in the course of handling customer interactions. Every connection and call are tracked, creating a web of information that includes details of what happened, when it happened, who participated, and

Open Digital Communication for the Enterprise

Organizations are embracing digital communication to improve their productivity and optimize collaboration across the entire enterprise. With the wide variety of tools now available, organizations can easily create more complexity than they realize a

Q&A
How to Boost Customer Experience by Improving the Agent Experience

What is the relationship between the agent experience and the customer experience? How does the change in available tools and infrastructure impact how organizations manage agents and through them, customer relationships? What should contact center

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

What kind of CCaaS should a contact center consider? What buying criteria should rise to the top when considering a CCaaS? Where will a small organization see the real value from a CCaaS platform? Read the Q&A.

Q&A
Workable Solutions to the Capacity Gap

Why are digital contact channels so important in today’s contact center, and how should organizations be thinking about the shift from voice to digital? What new technologies and tools are becoming important based on these changes and the new environ

Q&A
Managing Experiences Across Roles

How have new modes of work and communication changed the nature of these various experiences? Are the changes going to be a permanent part of the business landscape? Read the Q&A.

Q&A
Digitally Optimizing the Customer Experience

A portfolio of industry changes are happening to meet the customer demand and needs from applications to adopting customer engagement hubs — to support any range of customer engagement.

Videocast
Building Friction-Free Customer Experiences

Getting everyone who impacts the customer experience within an organization onto the same page can be difficult under normal circumstances—let alone during times of change or upheaval that scramble all our assumptions about customer expectations. Wat

Infographic
Digital Buyers Expect Engaging Product Experiences Infographic

Organizations enable buyers to engage across multiple channels, but product information housed in silos can lead to inconsistent cross-channel digital buying experiences. Product Information Management (PIM) technology enables engaging merchandising

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. Today vendors are providing cloud-based contact centers that manage

VentanaCast
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.

Podcast
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?

Webinar
Webinar: The Challenges of Managing Customer Engagement Data

The number and variety of customer interactions are exploding and extend far beyond the contact center – into your branches, stores, digital and self-service channels and back office. However, this data is unstructured and may be stored in disparate

Webinar
Go Big or Go Home: Why Small Businesses Should Invest in a Modern Contact Center

Small businesses have had to make do with tools that are less advanced than those used by their larger peers primarily due to issues of cost and complexity. But just making do isn’t a recipe for providing great customer experiences and fostering cust

Analyst Perspective
Zoho One Reaching Needs of Larger Organizations

Zoho presented analysts with a deep look at its strategy and roadmap at its July analyst conference, describing how it intends to meld its many business applications together through integration at the level of the platform. The company, which is pri

Analyst Perspective
Why Outbound Is a Smart Channel for Customer Communication

Outbound communication is used in a number of different contexts. For potential customers, traditional telemarketing still exists, though it is limited these days due to its minimal effectiveness. Instead, many customer-experience planners have subst

Analyst Perspective
Agent Performance Management Changes With the Times

Today’s contact centers need to revisit core assumptions around measuring agent performance. Changes in business conditions influencing agent engagement raise new questions about whether traditional performance models are sufficient to address the mo

Market Perspective
3CLogic Offers a Voice-Centric Cloud Contact Center Platform

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

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Market 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 Market 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

  • Analyst and Market Perspectives
    Performance Management
  • Benchmark Research
    Customer Analytics in collection;
    Contact Center and Agent Management in collection
  • Dynamic Insights
    Agent Desktop in collection;
    Contact Center and Agent Management in collection
  • Value Index
    Contact Center in the Cloud promoted;
    Agent Management promoted;
    Customer Experience Suites in design

October

  • Analyst and Market Perspectives
    Contact Center KPIs
  • Benchmark Research
    Customer Analytics in collection;
    Contact Center and Agent Management in collection;
    Customer Experience in design
  • Dynamic Insights
    Agent Desktop in collection
    Voice of Customer promoted
  • Value Index
    Contact Center in the Cloud promoted;
    Customer Experience Suites in collection;
    Agent Management promoted

November

  • Analyst and Market Perspectives
    Optimizing Customer Communication Channels
  • Benchmark Research
    Customer Analytics in collection;
    Contact Center and Agent Management in collection;
    Customer Experience in design
  • Dynamic Insights
    Agent Desktop in collection
    Voice of Customer promoted
  • Value Index
    Contact Center in the Cloud promoted;
    Customer Experience Suites in collection;
    Agent Management promoted

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

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