Market Perspectives

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

Five9 is a Vendor of Merit in the Agent Management Value Index

Posted by Ventana Research on Feb 15, 2022 4:00:00 AM

We are happy to share some insights about Five9, 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

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

Alvaria is a Vendor of Assurance for Agent Management

Posted by Ventana Research on Feb 11, 2022 4:00:00 AM

We are happy to share some insights about Alvaria, 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