Market Perspectives

Uniphore Enables Customer Service with Conversational Automation and Intelligence

Posted by Ventana Research on May 18, 2023 5:00:00 AM

In recent years, organizations have leaned into automation as a way to improve customer service operations. Automation in any process is a key stepping-stone to a higher level of efficiency needed to help balance the high costs of mass personalized service against its revenue benefits. One of the key players in this space is Uniphore, a software vendor specializing in service automation.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Intelligent Self-Service

Precisely Is a Vendor of Merit in Customer Experience Management

Posted by Ventana Research on Feb 28, 2023 5:00:00 AM

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.

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

HubSpot Is a Vendor of Merit in Customer Experience Management

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

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.

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

Alvaria Is a Vendor of Merit in Customer Experience Management

Posted by Ventana Research on Feb 24, 2023 5:00:00 AM

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.

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

Qualtrics Is a Vendor of Merit in Customer Experience Management

Posted by Ventana Research on Feb 23, 2023 5:00:00 AM

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.

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

Cisco Is a Vendor of Merit in Customer Experience Management

Posted by Ventana Research on Feb 22, 2023 5:00:00 AM

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.

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

Freshworks Is a Vendor of Merit in Customer Experience Management

Posted by Ventana Research on Feb 21, 2023 5:00:00 AM

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.

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

Amdocs Is a Vendor of Merit in Customer Experience Management

Posted by Ventana Research on Feb 17, 2023 5:00:00 AM

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.

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

ServiceNow Is a Vendor of Merit in Customer Experience Management

Posted by Ventana Research on Feb 16, 2023 5:00:00 AM

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.

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

CallMiner Streamlines Use of Customer Interaction Data

Posted by Ventana Research on Feb 15, 2023 5:15:00 AM

Speech analytics systems are designed to automatically analyze and extract meaning and insights from spoken language. These systems use technologies such as natural language processing and machine learning to analyze and understand spoken language, and are becoming increasingly sophisticated and effective at handling a wide range of languages and accents. Speech analytics supports a variety of applications, including customer service, market research and language processing.

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Topics: Customer Experience, Voice of the Customer

Avaya Is a Vendor of Assurance in Customer Experience Management

Posted by Ventana Research on Feb 15, 2023 5:00:00 AM

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.

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

Genesys Is a Vendor of Assurance in Customer Experience Management

Posted by Ventana Research on Feb 14, 2023 5:00:00 AM

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.

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

Zendesk Is a Vendor of Merit in Customer Experience Management

Posted by Ventana Research on Feb 13, 2023 5:00:00 AM

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.

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

SAP Is Innovative and a Leader in Customer Experience Management

Posted by Ventana Research on Feb 10, 2023 5:00:00 AM

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.

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

SugarCRM Is Rated Exemplary in Customer Experience Management

Posted by Ventana Research on Feb 9, 2023 5:00:00 AM

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.

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

Sprinklr Is Rated Exemplary and a Leader in Customer Experience Management

Posted by Ventana Research on Feb 8, 2023 5:00:00 AM

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.

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

Content Guru Is Rated Innovative and a Leader in Customer Experience Management

Posted by Ventana Research on Feb 7, 2023 5:00:00 AM

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.

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

Adobe Is Rated Exemplary and a Leader in Customer Experience Management

Posted by Ventana Research on Feb 3, 2023 5:00:00 AM

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.

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

Oracle Rated Exemplary and a Leader in Customer Experience Management

Posted by Ventana Research on Feb 2, 2023 5:00:00 AM

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.

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

NICE Is Rated Exemplary and a Leader in Customer Experience Management

Posted by Ventana Research on Feb 1, 2023 5:00:00 AM

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.

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

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

Posted by Ventana Research on Jan 31, 2023 5:00:00 AM

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.

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

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

Posted by Ventana Research on Jan 30, 2023 5:00:00 AM

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.

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

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

Boost.ai Brings Conversational AI to Reality

Posted by Ventana Research on Jan 10, 2023 5:00:00 AM

Every year, billions of digital interactions occur online. Artificial intelligence and machine learning become smarter. Organizations find new ways to efficiently handle customers and requests using automated self-service and the underlying technology it runs on: conversational AI. What used to be a niche capability is now at the forefront of today’s chatbot and automated customer service agent. To keep up with the rising usage of digital channels and interactions, organizations must enable intelligent self-service to enhance and provide a great customer experience.

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Topics: Customer Experience, Voice of the Customer

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

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

Avaya is an Exemplary Vendor in Agent Management

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

Ventana Research is happy to share some insights about Avaya, 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

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

Technical College System Earns Digital Leadership Award in Customer Experience with Salesforce and TargetX for 2021

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

The annual Ventana Research Digital Leadership Awards recognize organizations and individuals that utilize technology to advance business and IT. The Digital Leadership Awards showcase the professional leadership and their use of business applications or technology that contribute significantly to improved efficiency, productivity and the performance of their organization. This prestigious award recognizes leaders and pioneers who have contributed to their organization’s success and championed improvements across their people, processes, information and technology.

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Topics: Performance Management, Sales, Customer Experience, Human Capital Management, Marketing, Marketing Performance Management, Office of Finance, Voice of the Customer, Continuous Planning, Business Continuity, Learning Management, Analytics, Business Intelligence, Cloud Computing, Data Governance, Data Integration, Internet of Things, Business Planning, Contact Center, Data, Product Information Management, Sales Performance Management, Talent Management, Workforce Management, Financial Performance Management, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, Total Compensation Management, Continuous Payroll, Field Service, Process Mining, Streaming Analytics, Conversational Marketing, Digital Experience Platform, AI & Machine Learning, Experience Management, Digital Communications, Analytics & Data

Chewy Earns Digital Leadership Award in Data with Alation for 2021

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

The annual Ventana Research Digital Leadership Awards recognize organizations and individuals that utilize technology to advance business and IT. The Digital Leadership Awards showcase the professional leadership and their use of business applications or technology that contribute significantly to improved efficiency, productivity and the performance of their organization. This prestigious award recognizes leaders and pioneers who have contributed to their organization’s success and championed improvements across their people, processes, information and technology.

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Topics: Performance Management, Sales, Customer Experience, Human Capital Management, Marketing, Marketing Performance Management, Office of Finance, Voice of the Customer, Continuous Planning, Business Continuity, Learning Management, Analytics, Business Intelligence, Cloud Computing, Data Governance, Data Integration, Internet of Things, Business Planning, Contact Center, Data, Product Information Management, Sales Performance Management, Talent Management, Workforce Management, Financial Performance Management, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, Total Compensation Management, Continuous Payroll, Field Service, Process Mining, Streaming Analytics, Conversational Marketing, Digital Experience Platform, AI & Machine Learning, Experience Management, Digital Communications, Analytics & Data

Emerson Earns Digital Leadership Award in Analytics with Domo for 2021

Posted by Ventana Research on Jan 6, 2022 5:00:00 AM

The annual Ventana Research Digital Leadership Awards recognize organizations and individuals that utilize technology to advance business and IT. The Digital Leadership Awards showcase the professional leadership and their use of business applications or technology that contribute significantly to improved efficiency, productivity and the performance of their organization. This prestigious award recognizes leaders and pioneers who have contributed to their organization’s success and championed improvements across their people, processes, information and technology.

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Topics: Performance Management, Sales, Customer Experience, Human Capital Management, Marketing, Marketing Performance Management, Office of Finance, Voice of the Customer, Continuous Planning, Business Continuity, Learning Management, Analytics, Business Intelligence, Cloud Computing, Data Governance, Data Integration, Internet of Things, Business Planning, Contact Center, Data, Product Information Management, Sales Performance Management, Talent Management, Workforce Management, Financial Performance Management, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, Total Compensation Management, Continuous Payroll, Field Service, Process Mining, Streaming Analytics, Conversational Marketing, Digital Experience Platform, AI & Machine Learning, Experience Management, Digital Communications, Analytics & Data

Migros Aare Earns Overall Digital Leadership Award with Unit4 for 2021

Posted by Ventana Research on Jan 5, 2022 5:00:00 AM

The annual Ventana Research Digital Leadership Awards recognize organizations and individuals that utilize technology to advance business and IT. The Digital Leadership Awards showcase the professional leadership and their use of business applications or technology that contribute significantly to improved efficiency, productivity and the performance of their organization. This prestigious award recognizes leaders and pioneers who have contributed to their organization’s success and championed improvements across their people, processes, information and technology.

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Topics: Performance Management, Sales, Customer Experience, Human Capital Management, Marketing, Marketing Performance Management, Office of Finance, Voice of the Customer, Continuous Planning, Business Continuity, Learning Management, Analytics, Business Intelligence, Cloud Computing, Data Governance, Data Integration, Internet of Things, Business Planning, Contact Center, Data, Product Information Management, Sales Performance Management, Talent Management, Workforce Management, Financial Performance Management, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, Total Compensation Management, Continuous Payroll, Field Service, Process Mining, Streaming Analytics, Conversational Marketing, Digital Experience Platform, AI & Machine Learning, Experience Management, Digital Communications, Analytics & Data