Market Perspectives

We are happy to share some insights about Precisely drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about HubSpot drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Alvaria drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Qualtrics drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Cisco drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

Artificial intelligence is increasingly being integrated into software applications related to the contact center and customer support. Its development is changing many of the operational processes around self-service, agent management and interaction analytics. AI has tremendous versatility, and new use cases continue to emerge as the technology improves. AI and machine learning have become instrumental in how contact centers and other customer-adjacent teams build more unified customer experience processes and enhance workforce productivity. In fact, we assert that by 2025, three-quarters of organizations that deploy worker-focused intelligent virtual assistants will benefit from new levels of agent engagement and lower attrition.

Topics: Customer Experience, customer service and support

We are happy to share some insights about Freshworks drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Amdocs drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about ServiceNow drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Avaya drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Genesys drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Zendesk drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about SAP drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about SugarCRM drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Sprinklr drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Content Guru drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Emplifi drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Adobe drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Oracle drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about NICE drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Verint drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Zoho drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

We are happy to share some insights about Salesforce drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

Technology for managing contact centers is transforming quickly due to innovations like artificial intelligence (AI) and machine learning (ML). It is also splintering into multiple market segments that overlap: Contact Center as a Service (CCaaS), conversational AI (which is a modern form of self-service), cross-functional analytics, and integrations with tools for sales and marketing users. For buying organizations, it can be hard to identify exactly which vendors and market segments serve specific needs. For example, a business that needs a chatbot can go to dozens of suppliers with varying degrees of specialization, and with different approaches to the underlying business problems creating the need in the first place.

Topics: Customer Experience, Contact Center, agent management, AI & Machine Learning, customer service and support

Organizations are looking for ways to enhance their tools for both internal and external communications. Several unified communications (UC) companies are now producing platforms that combine UC with contact center functionality, with varying degrees of underlying integration. Building up those contact center components is a way for some firms to differentiate their offerings, with some vendors trying to make the contact center platform more of a business toolkit, tying it to the back office. Dialpad is among the companies taking this approach, notably by building out its use cases for artificial intelligence (AI), as well as building an underlying automation toolset and continuing to develop its analytics offering.

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

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.

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

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.

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

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.

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