Market Perspectives

3CLogic Offers a Voice-Centric Cloud Contact Center Platform

Posted by Ventana Research on Sep 27, 2022 5:00:00 AM

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 serve customers. Some vendors try to include everything under the sun in their offerings to appeal to the widest possible market. Others, like 3CLogic, are taking a more surgical approach, focusing on specific aspects of the call-handling process that reflect each vendor’s expertise.

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Topics: Customer Experience, Contact Center, customer service and support

NICE Earns Customer Experience Digital Innovation Award for 2022

Posted by Ventana Research on Jul 29, 2022 5:00:00 AM

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 goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT that optimizes organizational resilience and workforce readiness.

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Topics: Customer Experience, Contact Center, Customer Experience Management, customer service and support

Alvaria’s CX Platform Delivers Personalized Experiences

Posted by Ventana Research on May 3, 2022 5:00:00 AM

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, agile and accessible across a wide variety of channels. Ensuring an experience that exceeds expectation and creates an environment that is relational rather than transactional, however, is becoming increasingly challenging.

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Topics: Contact Center, Customer Experience Management, customer service and support

Enghouse Interactive is a Vendor of Merit in Agent Management Value Index

Posted by Ventana Research on Feb 24, 2022 5:00:00 AM

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. 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

Lifesize is a Vendor of Merit in the Agent Management Value Index

Posted by Ventana Research on Feb 23, 2022 5:00:00 AM

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. 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

Mitel is a Vendor of Merit in the Agent Management Value Index

Posted by Ventana Research on Feb 22, 2022 5:00:00 AM

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. 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

Elevēo is a Vendor of Merit in the Agent Management Value Index

Posted by Ventana Research on Feb 21, 2022 5:00:00 AM

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. 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

Playvox is a Vendor of Merit in the Agent Management Value Index

Posted by Ventana Research on Feb 18, 2022 4:00:00 AM

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. 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

RingCentral is a Vendor of Merit in the Agent Management Value Index

Posted by Ventana Research on Feb 17, 2022 4:00:00 AM

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. 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

8x8 is Innovative in Agent Management Value Index

Posted by Ventana Research on Feb 16, 2022 4:00:00 AM

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. 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