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_circle_2020

Keith Dawson

VP & Research Director

By 2025, AI will have become pervasive in the software stacks used to manage customer experience.
Download Square Assertion Download Rectangle Assertion
By 2026, a large majority of customer interactions will take place using digital channels instead of traditional voice calls.
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
By 2026, one-half of organizations will have taken steps to optimize the customer experience with an intelligent and conversational self-service environment.
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
By 2027, one-half of organizations will focus on customer value and loyalty as the key metrics defining success in customer relationships.
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
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).
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
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.  
Download Square Assertion Download Rectangle Assertion
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.  
Download Square Assertion Download Rectangle Assertion
By 2026, three-quarters of organizations will apply revenue-centric metrics to contact center operations to better understand how service operations contribute to profitability. 
Download Square Assertion Download Rectangle Assertion
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.  
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
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.  
Download Square Assertion Download Rectangle Assertion
Through 2025, technology aimed at supporting distributed contact centers will be a key part of vendor roadmaps.  
Download Square Assertion Download Rectangle Assertion
By 2027, the distinction between on-premises and cloud-based provisioning of contact center resources will be a peripheral concern for most organizations.
Download Square Assertion Download Rectangle Assertion
Through 2026, most organizations will identify digital communications needs as a priority for their contact centers over voice technologies.
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
Through 2026, technology for agent management will expand beyond tracking and performance measurement to include a wide array of AI-enhanced tools. 
Download Square Assertion Download Rectangle Assertion
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.  
Download Square Assertion Download Rectangle Assertion
By 2025, three-quarters of contact centers will be staffed by agents that have little experience with pre-pandemic workplace norms.
Download Square Assertion Download Rectangle Assertion
By 2026, agent training and skill development will be primarily self-directed, using automated scheduling and AI assessments.
Download Square Assertion Download Rectangle Assertion
By 2027, three-quarters of organizations will automatically evaluate data to capture all sources of value an employee contributes to customer value and loyalty.
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
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).  
Download Square Assertion Download Rectangle Assertion
Through 2025, three-quarters of SMB-sized organizations will not have the ability to monitor and optimize experiences across interaction channels.  
Download Square Assertion Download Rectangle Assertion
Through 2027, automated analytics technologies will become better at determining customer intent and sentiment than customers’ own reporting through surveys.
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
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.  
Download Square Assertion Download Rectangle Assertion
By 2024, one-half of organizations will use conversational computing technologies to enable self-service that focuses on engaging and satisfying customers. 
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
Through 2026, one-quarter of organizations will have deployed advanced transaction processing and purchasing systems within their primary customer-facing chat channels.
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
By 2025, 7 in 10 organizations will recognize the negative impact that siloed customer data has on creating frictionless, unfragmented customer experiences. 
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
By 2025, one-third of organizations will have developed initiatives to map and manage customer journeys by integrating sales, service and marketing processes.  
Download Square Assertion Download Rectangle Assertion
By 2026 one-quarter of organizations will offer some type of video engagement to customers during sales or service contact center interactions.
Download Square Assertion Download Rectangle Assertion
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.  
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
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.  
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion
By 2027, one-quarter of purchases of contact center communications technologies will be influenced by the needs of marketing and revenue teams.
Download Square Assertion Download Rectangle Assertion
By 2026, customer experience management suites will focus more heavily on their analytic capabilities than their communications tools.
Download Square Assertion Download Rectangle Assertion
By 2026, customer data platforms will be widespread components of CX platforms.
Download Square Assertion Download Rectangle Assertion
BY 2027, CRM will have been effectively replaced by CDP and other specific tools for collecting customer histories.
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
By 2025, one-half of organizations will adopt natural language processing as a component of improving outcomes in complex customer experiences.
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
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.  
Download Square Assertion Download Rectangle Assertion
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. 
Download Square Assertion Download Rectangle Assertion
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.  
Download Square Assertion Download Rectangle Assertion
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.  
Download Square Assertion Download Rectangle Assertion
Through 2026, field service outcomes will be determined by how well technology integrations deliver consistent information to third-party service or installation partners. 
Download Square Assertion Download Rectangle Assertion
By 2027, one-third of organizations will try to integrate systems among outside partners to streamline the field service process.
Download Square Assertion Download Rectangle Assertion
By 2026, 4 in 10 organizations will be using both AI and workflow automation to make field service more efficient and reduce repeat visits.
Download Square Assertion Download Rectangle Assertion
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.
Download Square Assertion Download Rectangle Assertion

Our Latest News & Research

Research In Collection

Customer Analytics Benchmark - In Collection - Click to Participate
Agent Desktop Dynamic Insights - In Collection - Click to Participate
Contact Center in the Cloud & Agent Management Value Index - In Collection

Press
Releases

Analyst Perspectives

Focus Areas

Browse the Research

Choose a content type and explore

background-2.png
Ventana On-Demand (VOD) is an advisory service that provides access to exclusive research and monthly dialogue with our analysts.Visit the services page to learn more.
Analyst Perspective
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.

View
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.

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

Ventana Research assesses customer experience management software from Precisely.

View
White Paper
Modernizing the Contact Center with AI

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

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

Ventana Research assesses customer experience management software from HubSpot.

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

Ventana Research assesses customer experience management software from Alvaria.

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

Ventana Research assesses customer experience management software from Qualtrics.

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

Ventana Research assesses customer experience management software from Cisco.

View
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.

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

Ventana Research assesses customer experience management software from Freshworks.

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

Ventana Research assesses customer experience management software from Amdocs.

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

Ventana Research assesses customer experience management software from ServiceNow.

View
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.

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

Ventana Research assesses customer experience management software from Avaya.

View
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?

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

Ventana Research assesses customer experience management software from Genesys.

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

Ventana Research assesses customer experience management software from Zendesk.

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

Ventana Research assesses customer experience management software from SAP.

View
Market Perspective
SugarCRM Is Rated Exemplary in Customer Experience Management

Ventana Research assesses customer experience management software from SugarCRM.

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

Ventana Research assesses customer experience management software from Sprinklr.

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

Ventana Research assesses customer experience management software from Content Guru.

View
Market Perspective
Emplifi Is Rated Exemplary in Customer Experience Management

Ventana Research assesses customer experience management software from Emplifi.

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

Ventana Research assesses customer experience management software from Adobe.

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

Ventana Research assesses customer experience management software from Oracle.

View
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.

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

Ventana Research assesses customer experience management software from NICE.

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

Ventana Research assesses customer experience management software from Verint.

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

Ventana Research assesses customer experience management software from Zoho.

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

Ventana Research assesses customer experience management software from Salesforce.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
Analyst Perspective
Optimizing Customer Communication Channels

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

View
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?

View
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.

View
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?

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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

View
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

View
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

View
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

View
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

View
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

View
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?

View
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.

View
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

View
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

View
Videocast
Building Friction-Free Customer Experiences

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

View
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.

View
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.

View
Q&A
Workable Solutions to the Capacity Gap

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

View
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.

View
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

View
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

View
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

View
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

View
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.

View
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

View
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

View
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

View
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”)

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.

View
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

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.

View
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.

View
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

View
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
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

View
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

View
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.

View
eBook
Cloud Contact Center Buyer’s Guide

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

View
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

View
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.

View
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

View
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.

View
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

View
eBook
Elevating Agent Engagement

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

View

View
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

View
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

View
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

View
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

View
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,

View
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

View
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

View
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

View
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

View
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

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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

View
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.

View
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

View
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

View
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

View
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

View
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

View
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

View
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

View
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.

View
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.

View
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.

View
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.

View
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

View
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.

View
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

View
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.

View
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.

View
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.

View
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.

View
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.

View
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

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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.

View
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

View
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.

View
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

View
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

View
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.

View
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.

View
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.

View
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

View
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.

View
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.

View
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.)

View
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

View
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

View
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

View
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

View
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

View
Videocast
Building Friction-Free Customer Experiences

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

View
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

View
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

View
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

View
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.

View
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

View
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

View
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.

View
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

View
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.

View
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.

View
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

View
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

View
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).

View
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

View
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

View
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.

View
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.

View
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.

View
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.

View
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.

View
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

View
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.

View
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.

View
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.

View
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.

View
Want to see all the research?
Click Here

Ventana Research 15th Annual Digital Innovation Award Winner

Ventana Research 15th Annual Digital Leadership Award Winners

Using
HubSpot Video

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.

 

March

  • Analyst and Market Perspectives
    Intelligent Self Service
  • 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 design;
    Agent Management in design;
    Customer Experience Suites promoted

April

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

May

  • Analyst and Market Perspectives
    AI Use Cases for Agent Management
  • 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 collection;
    Agent Management in collection;
    Customer Experience Suites promoted

What to see our research plans for the 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.

Ready to start?


We provide insights across all parts of business and IT, from Finance and Sales, to Customer, Marketing and Human Resources.
Let us know what your organization is struggling with, and a member of our Account Team will reach out to see how we can help.

JOIN OUR COMMUNITY

Join the Ventana Research Community, and we'll keep you informed on our latest research.

Your Community Profile

 

RESEARCH EXPERTISE

ADDRESS

FOLLOW US

©2023 Ventana Research | All Rights Reserved | Privacy Statement | Design by W3layouts | Icons by FontAwesome