Market Perspectives

Salesforce is Vendor of Assurance in the Agent Management Value Index

Posted by Ventana Research on Feb 14, 2022 5:00:00 AM

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. Ventana Research defines agent management as a set of tools that incorporate a core of traditional workforce management and quality management software, with the addition of recent components like intelligent virtual assistants, agent-assistance or guidance driven by artificial intelligence, and automation via workflows that streamline processes and provide connections to back-office functions. Agent management suites often include knowledge management, desktop integrations, gamification, and customer collaboration tools like co-browsing and bot-assisted chat.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

Cisco is Innovative in Agent Management Value Index

Posted by Ventana Research on Feb 10, 2022 5:00:00 AM

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. Ventana Research defines agent management as a set of tools that incorporate a core of traditional workforce management and quality management software, with the addition of recent components like intelligent virtual assistants, agent-assistance or guidance driven by artificial intelligence, and automation via workflows that streamline processes and provide connections to back-office functions. Agent management suites often include knowledge management, desktop integrations, gamification, and customer collaboration tools like co-browsing and bot-assisted chat.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

Content Guru is Exemplary in Agent Management Value Index

Posted by Ventana Research on Feb 9, 2022 5:00:00 AM

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. Ventana Research defines agent management as a set of tools that incorporate a core of traditional workforce management and quality management software, with the addition of recent components like intelligent virtual assistants, agent-assistance or guidance driven by artificial intelligence, and automation via workflows that streamline processes and provide connections to back-office functions. Agent management suites often include knowledge management, desktop integrations, gamification, and customer collaboration tools like co-browsing and bot-assisted chat.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

Talkdesk is an Exemplary Vendor in the Agent Management Value Index

Posted by Ventana Research on Feb 8, 2022 5:00:00 AM

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. Ventana Research defines agent management as a set of tools that incorporate a core of traditional workforce management and quality management software, with the addition of recent components like intelligent virtual assistants, agent-assistance or guidance driven by artificial intelligence, and automation via workflows that streamline processes and provide connections to back-office functions. Agent management suites often include knowledge management, desktop integrations, gamification, and customer collaboration tools like co-browsing and bot-assisted chat.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

Genesys is Exemplary in Agent Management Value Index

Posted by Ventana Research on Feb 7, 2022 5:00:00 AM

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. Ventana Research defines agent management as a set of tools that incorporate a core of traditional workforce management and quality management software, with the addition of recent components like intelligent virtual assistants, agent-assistance or guidance driven by artificial intelligence, and automation via workflows that streamline processes and provide connections to back-office functions. Agent management suites often include knowledge management, desktop integrations, gamification, and customer collaboration tools like co-browsing and bot-assisted chat.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

Calabrio is Exemplary in Agent Management Value Index

Posted by Ventana Research on Feb 4, 2022 5:00:00 AM

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. Ventana Research defines agent management as a set of tools that incorporate a core of traditional workforce management and quality management software, with the addition of recent components like intelligent virtual assistants, agent-assistance or guidance driven by artificial intelligence, and automation via workflows that streamline processes and provide connections to back-office functions. Agent management suites often include knowledge management, desktop integrations, gamification, and customer collaboration tools like co-browsing and bot-assisted chat.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

Verint is Exemplary in the Agent Management Value Index

Posted by Ventana Research on Feb 2, 2022 5:00:00 AM

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. Ventana Research defines agent management as a set of tools that incorporate a core of traditional workforce management and quality management software, with the addition of modern components like intelligent virtual assistants, agent-assistance or guidance driven by artificial intelligence, and automation via workflows that streamline processes and provide connections to back-office functions. Agent management suites often include knowledge management, desktop integrations, gamification, and customer collaboration tools like co-browsing and bot-assisted chat.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

NICE is Exemplary in the Agent Management Value Index

Posted by Ventana Research on Feb 1, 2022 5:00:00 AM

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. Ventana Research defines agent management as a set of tools that incorporate a core of traditional workforce management and quality management software, with the addition of recent components like intelligent virtual assistants, agent-assistance or guidance driven by artificial intelligence, and automation via workflows that streamline processes and provide connections to back-office functions. Agent management suites often include knowledge management, desktop integrations, gamification, and customer collaboration tools like co-browsing and bot-assisted chat.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management