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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

                  Through 2026, the establishment of CX application suites on a common platform will become the focal point of the drive to optimize customer and organization engagement.
                  Keith Dawson

                  Keith Dawson

                  VP & Research Director of Customer Experience Research

                  By 2025, AI will have become pervasive in the software stacks used to manage customer experience.
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                  By 2026, a large majority of customer interactions will take place using digital channels instead of traditional voice calls.
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                  By 2026, 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.
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                  By 2024, one-half of organizations will see the need for a dedicated tool for integrating their siloed stores of customer data, spurring discussions between IT and CX professionals on data management strategies.
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                  By 2026, one-half of organizations will have taken steps to optimize the customer experience with an intelligent and conversational self-service environment.
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                  Through 2026, the establishment of CX application suites on a common platform will become the focal point of the drive to optimize customer and organization engagement.
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                  Through 2025, only one-third of organizations will realize the importance of branding and marketing a superior customer experience as a strategic corporate value that can attract and retain customers.
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                  By 2027, one-half of organizations will focus on customer value and loyalty as the key metrics defining success in customer relationships.
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                  By 2026, one-third of organizations that elevated CX to the C-level will determine that the initial roles and responsibilities of those executives were not defined clearly enough to demonstrate clear results.
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                  Through 2027, AI will have become integrated by default into the base of the CX tech stack, enhancing a wide range of apps including contact center agent management, field service, and marketing (analytics and lead scoring).
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                  By 2026, it will become standard practice for organizations to designate a chief customer officer (or similar title) to navigate the conflicting interests of marketing, sales, service, commerce and IT teams.
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                  By 2027, most organizations will be automating internal-facing CX processes through low-code/no-code systems. Line-of-business teams will be responsible for most of the work.
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                  By 2026, three-quarters of organizations will have introduced more than one artificial intelligence application into their contact center service processes for predictive routing, chatbots and agent assistance. 
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                  Through 2025, one-half of organizations will still have data silos in their contact centers that prevent them from achieving a complete view of the customer.  
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                  By 2026, 7 in 10 organizations will have moved all or part of their contact center technology into the cloud to attain greater flexibility and scalability.  
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                  By 2026, three-quarters of organizations will apply revenue-centric metrics to contact center operations to better understand how service operations contribute to profitability. 
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                  By 2027, 7 in 10 organizations will conclude that increasing customer acquisition and retention are higher priorities for contact centers than cost control and operational efficiency.  
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                  By 2026, one-quarter of organizations will look to integrated unified communications (UCaaS) and contact center-as-a-service (CCaaS) technology to collaborate in the enterprise and with customers more effectively. 
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                  By 2026, more than one-half of contact centers will capture real-time transcriptions of calls to help with coaching and training, and provide automated agent assistance.  
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                  Through 2025, technology aimed at supporting distributed contact centers will be a key part of vendor roadmaps.  
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                  By 2027, the distinction between on-premises and cloud-based provisioning of contact center resources will be a peripheral concern for most organizations.
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                  Through 2026, most organizations will identify digital communications needs as a priority for their contact centers over voice technologies.
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                  By 2026, two-thirds of contact centers will have increased their budgets for training and coaching due to the rigors of managing work-from-home agents and the increasing complexity of agented interactions. 
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                  Through 2025, one-fifth of organizations will establish a formal Voice of the Agent (VoA) program, letting them see agent satisfaction through analysis of interactions with customers. Many more will do this informally. 
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                  Through 2026, technology for agent management will expand beyond tracking and performance measurement to include a wide array of AI-enhanced tools. 
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                  By 2025, 9 in 10 organizations will have deployed agent management systems with features specifically built to provide supervisors the ability to manage and coach agents working from home.  
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                  By 2025, three-quarters of contact centers will be staffed by agents that have little experience with pre-pandemic workplace norms.
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                  By 2026, agent training and skill development will be primarily self-directed, using automated scheduling and AI assessments.
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                  By 2027, three-quarters of organizations will automatically evaluate data to capture all sources of value an employee contributes to customer value and loyalty.
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                  By 2025, intelligent virtual assistants using AI will be able to discern intentions and sentiment, enabling organizations to better address employee issues and stem agent burnout and turnover.
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                  By 2025 one-half of organizations will have enhanced their Voice of the Customer (VoC) data analytics beyond surveys, to AI/ML analysis of spoken recordings and text interactions. 
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                  By 2026, one-half of organizations’ marketing departments will be larger users of Voice of the Customer (VoC) analytics than contact centers, using behavioral insights to target customers. 
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                  By 2026, one-third of organizations will rely more on analysis of passively collected data than direct survey feedback for insight into the Voice of the Customer (VoC).  
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                  Through 2025, three-quarters of SMB-sized organizations will not have the ability to monitor and optimize experiences across interaction channels.  
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                  Through 2027, automated analytics technologies will become better at determining customer intent and sentiment than customers’ own reporting through surveys.
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                  By 2025, 7 in 10 customer interactions will combine automated conversational self-service and live agents, reducing costs, time and enabling agents to focus on high-value interactions. 
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                  By 2027, 3 in 10 customer interactions will be conducted asynchronously by SMS text messaging, with the majority of those consisting of outbound promotional messaging.  
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                  By 2024, one-half of organizations will use conversational computing technologies to enable self-service that focuses on engaging and satisfying customers. 
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                  Through 2025, organizations will work to define and optimize automated workflows for customer experience. This will tie back- and front-office workers together and enhance the service experience. 
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                  By 2026, one-half of all customer interactions will be fully captured and resolved within automated self-service channels, expanding to three-quarters by 2030.
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                  Through 2026, one-quarter of organizations will have deployed advanced transaction processing and purchasing systems within their primary customer-facing chat channels.
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                  By 2025, one-third of small and mid-sized organizations will have deployed AI-based knowledge management systems for the dual purpose of assisting agents in real time and boosting customers’ use of self-service.
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                  By 2025, three-quarters of organizations that deploy employee-focused intelligent virtual assistants (IVAs) will benefit from new levels of agent engagement and lower attrition.
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                  By 2026, one-half of organizations will deploy chatbots and other conversational experiences to make it easier for CX teams to derive value from analytics. 
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                  By 2025, 7 in 10 organizations will recognize the negative impact that siloed customer data has on creating frictionless, unfragmented customer experiences. 
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                  Through 2026, the need for accountability in CX will spur the creation of cross-functional teams reporting to a dedicated CX executive at the C-level. 
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                  By 2025, one-third of organizations will have developed initiatives to map and manage customer journeys by integrating sales, service and marketing processes.  
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                  By 2026 one-quarter of organizations will offer some type of video engagement to customers during sales or service contact center interactions.
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                  By 2026, three-quarters of organizations will have expanded the stakeholders influencing customer experience software buying decisions resulting in greater accountability and better resource allocation.  
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                  By 2027, two-thirds of organizations will conclude they lack visibility into customer experiences, leading to initiatives to streamline analytics, performance and customer data integration. 
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                  Through 2025, two-thirds of organizations will increase their spending on technology to integrate operations and processes between sales, marketing and service, aligning departments to organizational goals.  
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                  By 2025, one-quarter of small and mid-sized organizations will determine that connecting sales and service processes via outbound and self-service technologies will be a useful shortcut to cross-departmental CX programs.
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                  By 2027, one-quarter of purchases of contact center communications technologies will be influenced by the needs of marketing and revenue teams.
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                  By 2026, customer experience management suites will focus more heavily on their analytic capabilities than their communications tools.
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                  By 2026, customer data platforms will be widespread components of CX platforms.
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                  BY 2027, CRM will have been effectively replaced by CDP and other specific tools for collecting customer histories.
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                  By 2025, 6 in 10 organizations will include guided analytics processes and storytelling capabilities to help create and deliver insights for customer experience teams across departments. 
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                  By 2025, one-half of organizations will adopt natural language processing as a component of improving outcomes in complex customer experiences.
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                  Through 2025, one-third of organizations will find that inadequate scheduling tools for field service operations has a measurable negative effect on customer satisfaction and retention. 
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                  Through 2025, one-half of organizations offering B2B field service will find it difficult to meet demand for sufficient skilled agents and technicians, resulting in fragmented and unsatisfying service outcomes.  
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                  Through 2026, technology for field service management will become differentiated based on the different needs of specific industries, and of B2B and B2C use cases. 
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                  By 2026, one-third of contact centers will have deployed video technology to assist field service technicians, reducing truck rolls and reducing the cost of service.  
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                  By 2025, 4 in 10 organizations offering field service will start AI automation pilot projects to reduce dispatch requirements and proactively engage customers early in the service process.  
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                  Through 2026, field service outcomes will be determined by how well technology integrations deliver consistent information to third-party service or installation partners. 
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                  By 2027, one-third of organizations will try to integrate systems among outside partners to streamline the field service process.
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                  By 2026, 4 in 10 organizations will be using both AI and workflow automation to make field service more efficient and reduce repeat visits.
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                  By 2025, one-half of organizations will have enhanced the mobile and location-aware capabilities of their field service teams to reduce costs and provide better outcomes for customers.
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                  Our Latest News & Research

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                  Focus Areas

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                  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.

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                  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.

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                  Viewpoint
                  Modern Customers Call for Modern CX Processes

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

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  Q&A
                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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

                  Ventana Research assesses customer experience management software from Precisely.

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                  White Paper
                  Modernizing the Contact Center with AI

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

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

                  Ventana Research assesses customer experience management software from HubSpot.

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

                  Ventana Research assesses customer experience management software from Alvaria.

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

                  Ventana Research assesses customer experience management software from Qualtrics.

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

                  Ventana Research assesses customer experience management software from Cisco.

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                  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.

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

                  Ventana Research assesses customer experience management software from Freshworks.

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

                  Ventana Research assesses customer experience management software from Amdocs.

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

                  Ventana Research assesses customer experience management software from ServiceNow.

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                  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.

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

                  Ventana Research assesses customer experience management software from Avaya.

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                  White Paper
                  Migration to the Hybrid Cloud

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

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

                  Ventana Research assesses customer experience management software from Genesys.

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

                  Ventana Research assesses customer experience management software from Zendesk.

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

                  Ventana Research assesses customer experience management software from SAP.

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                  Market Perspective
                  SugarCRM Is Rated Exemplary in Customer Experience Management

                  Ventana Research assesses customer experience management software from SugarCRM.

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

                  Ventana Research assesses customer experience management software from Sprinklr.

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

                  Ventana Research assesses customer experience management software from Content Guru.

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                  Market Perspective
                  Emplifi Is Rated Exemplary in Customer Experience Management

                  Ventana Research assesses customer experience management software from Emplifi.

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

                  Ventana Research assesses customer experience management software from Adobe.

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

                  Ventana Research assesses customer experience management software from Oracle.

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                  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.

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

                  Ventana Research assesses customer experience management software from NICE.

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

                  Ventana Research assesses customer experience management software from Verint.

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

                  Ventana Research assesses customer experience management software from Zoho.

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

                  Ventana Research assesses customer experience management software from Salesforce.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  VentanaCast
                  Conversational AI and Automation in the Contact Center

                  Contact centers have a lot of interesting and new technology at their disposal these days. But getting it in place in a timely and cost-effective way can be a challenge.

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                  VentanaCast
                  Engaged Agents are Better for Business

                  Organizations are looking for ways to build better relationships with their employees, strengthening engagement and investing in both agent skills and in technology tools that facilitate a better work environment.

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                  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.

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                  Analyst Perspective
                  Optimizing Customer Communication Channels

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

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                  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?

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                  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.

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                  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?

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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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                  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

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                  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

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                  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

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                  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

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                  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

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                  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?

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                  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.

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                  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

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                  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

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                  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

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                  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.

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                  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.

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                  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.

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                  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

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                  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

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                  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

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                  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

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                  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.

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                  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

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                  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

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                  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

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                  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”)

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                  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.

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                  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

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                  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.

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                  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.

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                  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

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                  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

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                  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

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                  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

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                  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.

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                  eBook
                  Cloud Contact Center Buyer’s Guide

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

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                  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

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                  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.

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                  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

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                  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.

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                  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

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                  eBook
                  Elevating Agent Engagement

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

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                  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

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                  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

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                  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

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                  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

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                  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,

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                  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

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                  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

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                  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

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                  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

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                  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

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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

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                  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.

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                  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

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                  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

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                  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

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                  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

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                  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

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                  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

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                  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

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                  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.

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                  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.

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                  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.

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                  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.

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                  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

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                  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.

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                  Analyst Perspective
                  Uniphore Automates Intelligent Conversations

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

                  View
                  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

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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.

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                  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

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                  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.

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                  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

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                  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

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                  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.

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                  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.

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                  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.

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                  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

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                  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.

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                  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.

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                  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.)

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                  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

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                  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

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                  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

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                  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

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                  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

                  View
                  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

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                  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

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                  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

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                  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

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                  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

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                  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.

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                  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

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                  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

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                  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.

                  View
                  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.

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                  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.

                  View
                  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

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                  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.

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                  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.

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                  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

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                  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

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                  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).

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                  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

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                  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

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                  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.

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                  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.

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                  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.

                  View
                  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.

                  View
                  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.

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                  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.

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                  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.

                  View
                  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.

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                  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.

                  View
                  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.

                  View
                  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.

                  View
                  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

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                  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.

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                  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.

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                  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.

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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.

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                  Want to see all the research?
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                  Ventana Research 15th Annual Digital Innovation Award Winner

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                  Ventana Research 15th Annual Digital Leadership Award Winners

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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.

                  HubSpot Video

                  June

                  • Analyst and Market Perspectives
                    Experience Orchestration
                  • 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 collection;
                    Agent Management in collection;
                    Customer Experience Suites promoted

                  July

                  • Analyst and Market Perspectives
                    CDP Trends
                  • 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 analysis;
                    Agent Management in analysis;
                    Customer Experience Suites promoted

                  August

                  • Analyst and Market Perspectives
                    Balancing Human Labor and Automation
                  • Benchmark Research
                    Customer Analytics in collection;
                    Contact Center and Agent Management publishes;
                    Customer Experience in design
                  • Dynamic Insights
                    Agent Desktop in collection
                    Voice of Customer promoted
                  • Value Index
                    Contact Center in analysis;
                    Agent Management in analysis;
                    Customer Experience Suites 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

                  For more information on Vendor coverage, or to become a covered vendor, click here.

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