Contact Center

Research Perspective

Putting Customer Conversations to Work

Customer conversations are a valuable source of information with which to enhance customer engagement. Speech analytics is the key to unlocking the value in these conversations. When conversations are deconstructed using speech analytics they provide valuable information that can be used to improve customer engagement. Applying artificial intelligence and machine learning to this information can provide a competitive advantage and increase profitability.

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Value Index

Contact Center in the Cloud

To remain competitive, organizations must deliver the best possible customer experience through all channels of engagement. Our benchmark research finds that with consumers having embraced the internet, particularly social media and mobile devices, customers today are communicating with companies through more channels than ever before. The top three channels remain established ones: inbound calls, email and outbound calls. However, the volumes of interactions are expected to grow most in a number of digital channels, among them the corporate website, mobile apps and social media as well as email.

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Research Perspective

Achieving Omnichannel Customer Experiences

For interactions with customers to go well, organisations must deploy a wide range of systems to manage an ever-increasing array of engagement channels. But providing the information needed for all these customer-related activities isn’t simple. Our research into next-generation customer engagement shows that organisations support an average of eight customer engagement channels per inquiry. It also finds that organisations expect to see volumes increase on all channels, especially digital ones such as text-based messaging, chat, mobile and social apps.

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White Paper

Structured CRM for Business Success

Today more than ever, organizations must prioritize customers and focus on both existing and new relationships in order to increase the value of the interactions with them. A spreading awareness of the importance of customer experiences and interactions has transformed how organizations view not only managing relationships but valuing them. Existing approaches to customer relationship management (CRM),

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Research Perspective

Ensuring Customer Satisfaction in Dynamic Online Markets

Over the last few years technology has forged notable changes in people’s lives. How people engage with each other has altered thanks to the pervasive influence of the internet as well as the widespread use of mobile devices, social media and text-based apps such as WhatsApp. Inevitably, how they engage with organizations has also changed.

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Webinar

Building Intelligent CX in the Digital Economy

In case you haven’t noticed, consumer expectations for service and responsiveness have risen dramatically, while their patience is in precipitous decline. Anything less than customer processes operating at peak levels of excellence is an invitation to shop elsewhere. Unfortunately, too many organizations are operating with antiquated CRM and contact center technologies and processes that are not mapped to the customer journey and lack the needed level of intelligence to deliver the state-of-the-art customer experience that’s possible in the digital age. Mark Smith, CEO and chief research officer of Ventana Research, has 30 years of hands-on and analytic technology experience. In this webinar, Mark will offer insight into how to establish intelligence in customer processes and examine the latest in digital technology innovations that will help engage and improve the experience to every one of your customers.

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Mark Smith

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Research Perspective

Putting Customer Conversations to Work

Value Index

Contact Center in the Cloud

Research Perspective

Achieving Omnichannel Customer Experiences

White Paper

Structured CRM for Business Success

Research Perspective

Ensuring Customer Satisfaction in Dynamic Online Markets

Webinar

Building Intelligent CX in the Digital Economy

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