Press Releases

Ventana Research Presents the 2013 Value Index for Agent Desktop Management

New research-based index examines applications enabling customer service agents to manage interactions more effectively

Bend, OR / Jun 27, 2013 / by Ventana Research


San Ramon, CA. - June 27, 2013 - Ventana Research has released its 2013 Value Index for Agent Desktop Management, the latest in a new category of quantified, research-based Indexes on technology vendors and products. This new Value Index provides guidance that will enable organizations to ascertain the value of software that supports Agent Desktop Management. Using the Value Index, businesses and their customer service, contact centers, operations and IT organizations will be able to evaluate vendors and their products to make educated choices based on an understanding of how well existing and new offerings satisfy their needs.

The Value Indexes are the product of more than 10 years of experience VI_Agentdesktop1.pngand knowledge of the market and of in-depth analyses of technology suppliers' products. The Value Index for Agent Desktop Management examines the maturity of software vendors and their products, providing a baseline of knowledge organizations may use when aligning business and IT to manage and improve agent performance. Ventana Research believes that wise investments in this aspect of an organization will improve the organization's performance as a whole. The methodology used to produce this Value Index evaluates in detail aspects of product functionality and suitability-to-task as well as the effectiveness of vendor support for the buying process and customer assurance. The Index reflects the value offered by a vendor and its products, presented both as a clear and accessible graphic representation in a simple thermometer and as a precise index maturity percentage.

The technology vendors earning the highest "Hot" and "Warm" Vendor classifications are those that Ventana Research certifies best deliver buyer value based on a thorough evaluation and audit - that is, based on research and verifiable facts. The Value Index is not just a selection of "cool" products, and rather than merely representing a vendor on a four-quadrant chart, the Index provides specific thermometer readings, both overall and component metrics, for a technology buyer to consider. Organizations can use the Value Index by first determining their priorities and then consulting the Index to determine which vendors best meet those needs. In the 2013 Value Index for Agent Desktop Management the company delivering the highest value on an overall weighted-evaluation basis is Upstream Works followed by Cicero, OpenSpan, Jacada,, Cincom,Altitude Software and Kana who also earned the Hot Vendor rating. NICE Systems and Genesys, all of which earned the next level at the rating of Warm.

"Our recent research conducted on Customer Experience Management and Contact Centers revealed that only the most mature companies have deployed a agent desktop management system and see better efficiency and effectiveness in all aspects of handing customer interactions," said Richard Snow, Vice-President and Research Director. "The Value Index shows organizations how to assess Agent Desktop Management software vendors and which of the vendors lead the way to better customer experience."

This new research-based undertaking is fully independent. It is neither sponsored nor influenced by technology vendors and is conducted solely in pursuit of Ventana Research's mission to provide value to business and IT through benchmark assessments, workshops and advisory services. Ventana Research's goal is to guide organizations to optimal efficiency in their use of technology investments for business and IT. To learn more about the Value Index for Agent Desktop Management, please visit:

About Ventana Research

Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.

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