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        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.

        Quote.svg

        By 2027, one-half of organizations will focus on customer value and loyalty as the key metrics defining success in customer relationships.
        Keith Dawson

        Keith Dawson

        Director of Research, Customer Experience

        Focus Areas

        Browse the Content

        Choose a focus area and explore.

        Ventana On-Demand (VOD) is an advisory service that provides access to exclusive research and monthly dialogue with our analysts.Visit the services page to learn more.
        Analyst Perspective
        AI Can Boost CX Outcomes in Field Service

        Advanced technologies that provide real-time automated assistance to technicians can make field service a driver of successful customer experience.

        Analyst Perspective
        Zendesk Shifts the Conversation from Service to Enterprise CX

        Zendesk’s AI-powered platform serves needs across CX departments that improve customer engagement while achieving workforce, quality management objectives.

        Analyst Perspective
        Voice of the Customer Measurement Is Well Beyond Surveys

        Today’s voice-of-the-customer tools collect feedback from voice, chat, email and social media, using GenAI to analyze voice recordings and texts.

        Analyst Perspective
        Uniphore Puts AI to Work Automating Interactions

        Uniphore’s X Platform offers contact center automation and analytics while targeting a broad range of use cases by employing multiple AI modes.

        White Paper
        Excellence on Repeat

        AI makes it possible to create consistent, reliably excellent customer experiences.

        Analyst Perspective
        Sentiment Analysis Unlocks Deeper, Better CX

        Sentiment analysis provides insight into how the customer perceives the experience so agents can determine the most effective actions in real time.

        Analyst Perspective
        Content Guru Builds Out Its Brain with AI

        Content Guru ups the ante on routing platforms, using AI and its own CDP to better support contact center agents in their goal to optimize customer service.

        Analyst Perspective
        The 2024 Market Agenda for CX: The Steady Rollout of Gen AI

        The 2024 Customer Experience Market Agenda provides the insights and best practices needed to maximize CX technology investments.

        Market Perspective
        MoneyGram International Earns CX Digital Leadership Award with NICE for 2023

        MoneyGram earned the 2023 CX Digital Leadership Award for its use of NICE to deliver exceptional interaction experiences throughout the customer journey.

        Analyst Perspective
        Calabrio Enables Contact Center Agent Productivity

        Calabrio combines proven performance and AI-driven, next-generation applications in its latest agent management technology for the contact center.

        Analyst Perspective
        Contact Centers Must Adapt to New Agent Tools and Practices

        Adopting AI and knowledge management technology directly impacts contact center agent productivity, engagement, skills and performance.

        Analyst Perspective
        ServiceNow’s Vancouver Is a Roadmap to the Future of Service Ops

        ServiceNow uses AI to enhance and utilize knowledge management, key to forward-looking customer service ops and a proactive, enterprise-wide CX approach.

        Analyst Perspective
        Verint’s AI Strategy Takes Shape

        Verint combines an Open CCaaS mentality with quantifiable costs and outcomes to demonstrate how AI can generate results within an organization.

        Analyst Perspective
        Decoupling Interaction Routing with BYOT in Contact Center Software

        Decoupling voice technologies from contact center software opens the door to applications that drive contact center and customer experience activity.

        Analyst Perspective
        NICE Puts Knowledge at the Heart of Its AI Strategy

        NICE uses artificial intelligence and knowledge management to advance self-service tools like conversational chatbots and intent-driven agent guidance.

        Market Perspective
        Microsoft is Vendor of Merit in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Microsoft.

        Market Perspective
        Zoom is Vendor of Merit in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Zoom.

        Market Perspective
        AWS is Vendor of Merit in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates AWS.

        Market Perspective
        Twilio is Vendor of Merit in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Twilio.

        Market Perspective
        Mitel is Vendor of Assurance in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Mitel.

        Market Perspective
        Alvaria is Vendor of Assurance in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Alvaria.

        Market Perspective
        8x8 is Vendor of Merit in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates 8x8.

        Analyst Perspective
        Cultivating Contact Center, Customer Experience Thinking for Success

        A shared view of contact center and customer experience approaches encourages outcomes that lead to customer longevity and revenue growth.

        Market Perspective
        Enghouse Interactive is Vendor of Merit in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Enghouse Interactive.

        Market Perspective
        Vonage is Vendor of Merit in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Vonage.

        Market Perspective
        Dialpad is Vendor of Merit in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Dialpad.

        Market Perspective
        Cisco is Innovative in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Cisco.

        Market Perspective
        Avaya is Exemplary in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Avaya.

        Market Perspective
        RingCentral is an Innovative Vendor in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates RingCentral.

        Market Perspective
        Emplifi is a Vendor of Assurance in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Emplifi.

        Market Perspective
        Salesforce is Exemplary in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Salesforce.

        Market Perspective
        Five9 is Innovative in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Five9.

        Market Perspective
        Talkdesk is Exemplary in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Talkdesk.

        Market Perspective
        LiveVox is Exemplary in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates LiveVox.

        Market Perspective
        Content Guru is Exemplary in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Content Guru.

        Market Perspective
        Verint is Exemplary in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Verint.

        Market Perspective
        Genesys is Exemplary in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Genesys.

        Market Perspective
        NICE is Exemplary in Contact Center Suites Buyers Guide

        Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates NICE.

        Analyst Perspective
        The Buyers Guide for Contact Centers Classifies and Rates Vendors

        The Contact Centers Buyers Guide 2023 gauges how well offerings from 21 vendors match buyers’ requirements for customer experience software products.

        Analyst Perspective
        Contact Centers Buyers Guide: Market Observations

        Ventana Research offers market observations from the Contact Centers Buyers Guide 2023 for Customer Experience software products.

        Buyers Guide
        The Buyers Guide for Agent Management Classifies and Rates Vendors

        The Agent Management Buyers Guide 2023 gauges how well offerings from 12 vendors match buyers’ requirements for customer experience software products.

        Analyst Perspective
        Agent Management Buyers Guide: Market Observations

        Ventana Research offers market observations from the Agent Management Buyers Guide 2023 for customer experience software products.

        Analyst Perspective
        The Buyers Guide for Contact Center Suites Classifies and Rates Vendors

        The Contact Center Suites Buyers Guide 2023 gauges how well offerings from 22 vendors match buyers’ requirements for Customer Experience software products.

        Analyst Perspective
        Market Observations From the Contact Center Suites Buyers Guide

        Ventana Research offers market observations from the Contact Center Suites Buyers Guide 2023 for Customer Experience software products.

        Analyst Perspective
        Balancing Agents and Automation Enhances the Customer Experience

        Determining the right mix of automation and human labor requires a thoughtful approach to self-service and agent support for more complex interactions.

        Market Perspective
        Thought Industries Delivers Insights on E-Learner Engagement

        Thought Industries’ highly customizable e-learning platform delivers reporting and analytics capabilities that provide insights into learner engagement.

        Analyst Perspective
        Why Every Contact Center Should Have a CDP

        Contact centers can increase their value within organizations by using CDPs to better engage customers, resulting in more successful customer relationships.

        Market Perspective
        UJET Enhances Customer and Employee Experiences

        UJET offers cloud contact center software that enables remote agents to deliver personalized customer interactions through multiple communication channels.

        Analyst Perspective
        Verint Wants You to Think Differently About Contact Centers

        Verint challenges the industry’s perception of CCaaS, enabling vendors without voice routing to become primary providers of customer support tools.

        Analyst Perspective
        NICE Shines Spotlight on Enlighten AI

        NICE’s CXone suite harnesses AI to modernize contact center operations while retaining the familiarity needed to ensure consistent operations.

        Market Perspective
        Medallia Unlocks Excellence in Customer Experience

        Medallia enables organizations to capture, analyze and act upon customer feedback and deliver exceptional experiences to attract and retain customers.

        Analyst Perspective
        Orchestrating Experiences Is a Big Lift for Contact Centers

        Increase the value of customer interactions by deploying AI in the contact center to orchestrate customer experiences.

        Market Perspective
        OnviSource AI and Automation Boost CX Analytics

        OnviSource’s intelligent automation software for contact centers drives satisfaction and engagement both within the organization and for customers.

        Market Perspective
        Uniphore Earns Customer Experience Digital Innovation Award for 2023

        Uniphore X Platform’s use of AI and automation to optimize customer experiences earned Uniphore the 2023 Customer Experience Digital Innovation Award.

        Analyst Perspective
        Zendesk Boosts AI for Enhanced Customer Engagement

        At its annual industry conference, Zendesk announced enhancements to its customer service and support technology, including new AI capabilities.

        Viewpoint
        Modern Customers Call for Modern CX Processes

        Customers change, technology changes, but do business processes change in response?

        Market Perspective
        Uniphore Enables Customer Service with Conversational Automation and Intelligence

        Uniphore’s automation engine uses advanced artificial intelligence technologies to make customer interactions more conversational and versatile.

        Analyst Perspective
        The Path to Generative AI to Boost Contact Center Agent Performance

        AI-enhanced tools offer optimization to drive contact center productivity, engagement, quality, without the need to disrupt operations, existing platforms.

        Analyst Perspective
        Oracle’s Formula for CX Builds on Fusion Service

        Oracle has developed a roadmap for customer experience technology to address complex issues related to how clients deploy integrated CX platforms.

        eBook
        Winning and Retaining the Modern Customer

        Modern analytics tools provide a way to gain insight into the customer’s mind and guide organizations to outcomes that satisfy the needs of both parties.

        Market Perspective
        Microsoft Brings Dynamics and Nuance for a Contact Center Suite

        Microsoft brings familiar, reliable applications to contact centers with its Dynamics 365 suite via partnerships and advanced digital tools.

        Market Perspective
        Twilio Enhances Customer Experience in the Contact Center

        Twilio's developer-friendly cloud platform enables organizations to communicate across various channels, including voice, text, email and video.

        QandA
        Workable Solutions to the Capacity Gap

        The shift to digital channels is being driven by consumers, and businesses are responding—not the other way around.

        Analyst Perspective
        Customer Feedback Management Goes Way Beyond Surveys for the VoC

        Voice of the customer feedback programs are able to gather deeper analysis of more data points for broader insights into customer behavior and intentions.

        Market Perspective
        Contentsquare Optimizes Digital Customer Experiences Through Analytics

        Contentsquare is a digital experience analytics platform provider that helps organizations understand and optimize a customer’s digital journey.

        Analyst Perspective
        Why Intelligent Self-Service Is the Tip of the Spear for CX

        Intelligent self-service can improve customer engagement, making it a central element of customer experience initiatives.

        Analyst Perspective
        Qualtrics XM Platform Zeros in on Customer Experiences

        With AI, Qualtrics dramatically increases the use of customer data to incorporate its contact center-focused platform into the broader organizational CX.

        Analyst Perspective
        8x8 Pivots to Emphasize Contact Center Technology for CX

        Ventana Research analyst Keith Dawson explains a pivot in 8x8’s voice communications platform emphasizing the CCaaS side of its portfolio.

        Analyst Perspective
        Making Automation Easier for Contact Centers

        Contact centers that want to optimize worker time and cut costs should work with trusted technology vendors to evaluate how best to implement automation.

        Market Perspective
        Precisely Is a Vendor of Merit in Customer Experience Management

        Ventana Research assesses customer experience management software from Precisely.

        White Paper
        Modernizing the Contact Center with AI

        Contact centers generate an enormous amount of data in the course of handling customer interactions.

        Market Perspective
        HubSpot Is a Vendor of Merit in Customer Experience Management

        Ventana Research assesses customer experience management software from HubSpot.

        Market Perspective
        Alvaria Is a Vendor of Merit in Customer Experience Management

        Ventana Research assesses customer experience management software from Alvaria.

        Market Perspective
        Qualtrics Is a Vendor of Merit in Customer Experience Management

        Ventana Research assesses customer experience management software from Qualtrics.

        Market Perspective
        Cisco Is a Vendor of Merit in Customer Experience Management

        Ventana Research assesses customer experience management software from Cisco.

        Market Perspective
        Amelia is Revolutionizing Customer Service through AI

        Amelia’s artificial intelligence platform features a chatbot to deliver improved self-service customer experiences and enhanced worker productivity.

        Market Perspective
        Freshworks Is a Vendor of Merit in Customer Experience Management

        Ventana Research assesses customer experience management software from Freshworks.

        Market Perspective
        Amdocs Is a Vendor of Merit in Customer Experience Management

        Ventana Research assesses customer experience management software from Amdocs.

        Market Perspective
        ServiceNow Is a Vendor of Merit in Customer Experience Management

        Ventana Research assesses customer experience management software from ServiceNow.

        Market Perspective
        CallMiner Streamlines Use of Customer Interaction Data

        CallMiner’s software uses artificial intelligence to extract and analyze voice and text interactions, identifying enhancements for agents and customers.

        Market Perspective
        Avaya Is a Vendor of Assurance in Customer Experience Management

        Ventana Research assesses customer experience management software from Avaya.

        White Paper
        Transitioning to the Hybrid Cloud

        Contact center platform vendors are transitioning to cloud offerings, but what if an enterprise is not ready to move all of its operations off-premises?

        Market Perspective
        Genesys Is a Vendor of Assurance in Customer Experience Management

        Ventana Research assesses customer experience management software from Genesys.

        Market Perspective
        Zendesk Is a Vendor of Merit in Customer Experience Management

        Ventana Research assesses customer experience management software from Zendesk.

        Market Perspective
        SAP Is Innovative and a Leader in Customer Experience Management

        Ventana Research assesses customer experience management software from SAP.

        Market Perspective
        SugarCRM Is Rated Exemplary in Customer Experience Management

        Ventana Research assesses customer experience management software from SugarCRM.

        Market Perspective
        Sprinklr Is Rated Exemplary and a Leader in Customer Experience Management

        Ventana Research assesses customer experience management software from Sprinklr.

        Market Perspective
        Content Guru Is Rated Innovative and a Leader in Customer Experience Management

        Ventana Research assesses customer experience management software from Content Guru.

        Market Perspective
        Emplifi Is Rated Exemplary in Customer Experience Management

        Ventana Research assesses customer experience management software from Emplifi.

        Market Perspective
        Adobe Is Rated Exemplary and a Leader in Customer Experience Management

        Ventana Research assesses customer experience management software from Adobe.

        Market Perspective
        Oracle Rated Exemplary and a Leader in Customer Experience Management

        Ventana Research assesses customer experience management software from Oracle.

        Analyst Perspective
        IoT Will Enhance Customer Experiences with Field Service

        The Internet of Things enables automation that can improve the efficiency and speed to resolution of field service, enhancing the customer experience.

        Market Perspective
        NICE Is Rated Exemplary and a Leader in Customer Experience Management

        Ventana Research assesses customer experience management software from NICE.

        Market Perspective
        Verint Is Rated Exemplary and an Overall Leader in Customer Experience Management

        Ventana Research assesses customer experience management software from Verint.

        Market Perspective
        Zoho Is Rated Exemplary and an Overall Leader in Customer Experience Management

        Ventana Research assesses customer experience management software from Zoho.

        Market Perspective
        Salesforce Is Rated Exemplary and an Overall Leader in Customer Experience Management

        Ventana Research assesses customer experience management software from Salesforce.

        Viewpoint
        Automation Should Support the Human Agent

        Many organizations look to automation to control costs by making people more efficient. However, it is very common for teams to overlook automation’s other significant benefit: better agent engagement.

        Analyst Perspective
        The 2023 Value Index for Customer Experience Management: Vendor and Product Ratings

        The 2023 Customer Experience Management Value Index gauges offerings from vendors to match buyers’ requirements for analytics and data software products.

        Analyst Perspective
        All-Inclusive CX Suites Reveal the Big Picture to Optimize CX Management

        Customer experience software vendors are creating suites out of niche solutions, encouraging integration and highlighting tools such as AI and automation.

        Analyst Perspective
        The 2023 Market Agenda for CX: Analytics Takes Center Stage

        The 2023 Customer Experience Market Agenda provides insights and best practices you need to maximize CX technology investments.

        Market Perspective
        CSG Simplifies the Customer Journey

        CSG’s integrated CX software gives organizations greater control over the customer journey while also managing customer communication and data.

        Analyst Perspective
        Verint Bets Big on Engagement Automation and Intelligence

        Verint announces customer experience software automation designed to help organizations overcome the challenges posed by changes in customer behavior.

        Market Perspective
        Boost.ai Brings Conversational AI to Reality

        Boost.ai provides a cloud-based, easy-to-use, no-code platform of virtual agents, voice and chatbots powered by conversational artificial intelligence.

        Market Perspective
        LiveVox Simplifies the Complex in the Contact Center

        LiveVox offers a purpose-built cloud platform with advanced call center features like virtual agents, analytics, dynamic workflows and scripts.

        Analyst Perspective
        The CCaaS Business Case Shifts from Costs to Capabilities

        Make contact center agents more efficient during voice calls and digital interactions with intelligent self-service.

        Market Perspective
        Clarios Earns 2022 Digital Leadership Award in CX with PhaseZero

        Clarios earned the 2022 Digital Leadership Award in Customer Experience for using PhaseZero to advance digital commerce and customer engagement.

        Market Perspective
        ActionIQ CDP Activates CX Data

        CDPs help address CX challenges of fragmented data, data governance issues by centralizing, tracking and linking data to a unique customer profile.

        Analyst Perspective
        Optimizing Customer Communication Channels

        Contact centers must balance cost control with advancing technology and evolving customer expectations to optimize communication channels.

        VentanaCast
        Skills for the Modern Contact Center

        The nature of contact center agent work is rapidly shifting. How should leadership respond, and what are the new skills they should prioritize in their hiring?

        VentanaCast
        Analytics for the Modern Contact Center

        AI, chatbots, and automated conversational systems keep getting better and will handle more and more of a contact center’s volume. But for a complicated question or a sensitive issue? The live agent is still what a customer wants.

        VentanaCast
        Managing the Modern Contact Center

        Today’s contact center supervisors can’t manage the way they’re used to—by walking the floor and talking to agents individually or in small groups. How can they get the insights they need to help their agents perform?

        Analyst Perspective
        NICE Elevates Power of Customer Experiences

        NICE provides customer experience applications that use AI to guide decisions based upon transactional data as well as the intent of an individual.

        Analyst Perspective
        Contact Centers Should Revisit KPIs for Strategic Relevance

        Contact centers need to look past traditional key performance indicators to metrics that demonstrate the impact on the overall customer relationship.

        Market Perspective
        [24]7.ai Wraps Contact Center Interactions in an Advanced AI Package

        [24]7.ai advances personalization, automation in the contact center to help organizations deliver superior customer service.

        Market Perspective
        Dialpad Enhances Customer Satisfaction Through AI

        Dialpad is bringing CX into focus with an AI-driven platform that prioritizes building and supporting strong customer relationships.

        Market Perspective
        Content Guru Continues Its Growth in Contact Center in the Cloud

        Content Guru combines AI with established CCaaS technology in its storm CX platform, giving organizations an opportunity to elevate their CX game.

        Market Perspective
        Intradiem Automates Agent Management in the Contact Center

        Intradiem supports contact center optimization by automating agent management, freeing supervisors to focus on the customer experience.

        Analyst Perspective
        Technology is Only Part of the Customer Experience Transformation

        Through 2025, establishing customer experience application suites on a common platform will be the focal point of the drive to optimize customer and organizational engagement.

        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

        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

        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
        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

        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

        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

        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?

        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.

        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

        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

        VentanaCast
        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

        QandA
        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.

        QandA
        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.

        QandA
        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.

        QandA
        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

        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

        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
        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
        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
        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
        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

        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

        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
        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
        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

        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

        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

        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
        Cloud Contact Center Buyer’s Guide

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

        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
        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
        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
        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.

        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
        Elevating Agent Engagement

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

        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

        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
        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

        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

        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
        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

        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
        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
        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
        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

        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.

        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
        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.

        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
        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.

        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
        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.

        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
        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.

        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
        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
        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
        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
        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
        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
        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
        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
        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
        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.

        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
        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 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

        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

        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

        Buyers Guide
        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

        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

        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
        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
        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
        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
        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
        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
        Uniphore Automates Intelligent Conversations

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

        QandA
        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
        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.

        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
        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
        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
        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.

        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
        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
        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
        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
        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
        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
        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
        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
        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
        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
        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
        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
        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
        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
        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
        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
        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
        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
        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
        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

        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
        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.

        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
        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
        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
        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
        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
        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
        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 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

        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

        QandA
        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

        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

        VentanaCast
        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

        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

        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

        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.

        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

        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

        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.

        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.

        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

        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
        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.

        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

        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
        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).

        QandA
        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
        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

        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
        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 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.

        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 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.

        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 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 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.

        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
        Effective Customer Analytics Requires Comprehensive Data and Metrics

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

        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
        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
        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
        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 Imperative for Customer Experience in 2020: Ventana Research Agenda

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

        Want to see all the research?
        Click Here

        Ventana Research 16th Annual Digital Innovation Award Winner

        uniphore_white_horz_logo_700px

        Uniphore for Uniphore X Platform


        Ventana Research 16th Annual Digital Leadership Award Winners

        Using

        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.

        May

        • Analyst and Market Perspectives
          Interaction Routing
        • Buyers Guides
          Contact Center and Agent Management in analysis;
          Customer Experience Management in analysis

        June

        • Analyst and Market Perspectives
          Self-Service
        • Buyers Guides
          Contact Center and Agent Management publishes;
          Customer Experience Management publishes

        July

        • Analyst and Market Perspectives
          Customer Experience Management
        • Buyers Guides
          Contact Center and Agent Management promoted;
          Customer Experience Management promoted

        Want to see our plans for business and technology this year?
        DOWNLOAD THE MARKET AGENDA

        Vendors Covered

        Vendors Not Covered or Recommended

        • Ada
        • ASC Technologies
        • Avoxi
        • Balto
        • Cincom Systems
        • Conversica
        • Convosos
        • CRMNEXT
        • Engage Hub
        • EverCommerce
        • Evolve IP
        • Forsta
        • FullStory Inc
        • Ignite Technologies Inc
        • Ingo
        • InMoment
        • Interactions
        • Intercom
        • InVision
        • Khoros
        • Kore.ai
        • Lifesize
        • Medallia
        • Momentive.ai
        • Netcall
        • Nuance
        • Odigo
        • Ozonetel
        • Pipedrive
        • PolyAI
        • Praxedo
        • Puzzel
        • Quiq
        • Replicant
        • Retain AI
        • ServicePower Inc
        • SimilarWeb
        • Simplr
        • Sitel Group
        • SuccessKPI
        • Treasure Data
        • TTEC
        • UIB Holdings
        • USAN
        • Vocalcom
        • Yext
        • Zoom

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