Market Perspectives

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

Posted by Ventana Research on Jan 27, 2023 5:00:00 AM

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.

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

[24]7.ai Wraps Contact Center Interactions in an Advanced AI Package

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

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.

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

Dialpad Enhances Customer Satisfaction Through AI

Posted by Ventana Research on Oct 25, 2022 5:00:00 AM

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.

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

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