Mark Smith's Analyst Perspectives

IFS brings Focus to CX with Contact Center in the Cloud

Posted by Mark Smith on Nov 15, 2018 12:17:56 PM

I am happy to share some insight on IFS-mplsystems drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated IFS-mplsystems and 12 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and data derived from our benchmark research on contact centers in the cloud.

Read More

Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization

Content Guru Brings Manageable Contact Center in the Cloud

Posted by Mark Smith on Nov 15, 2018 6:00:00 AM

I am happy to share some insight on Content Guru drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated Content Guru and 12 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and data derived from our benchmark research on contact centers in the cloud.

Read More

Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization

NewVoiceMedia Demonstrates its Validation in Contact Center in the Cloud

Posted by Mark Smith on Nov 13, 2018 6:00:00 AM

I am happy to share some insight on NewVoiceMedia drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated NewVoiceMedia and 12 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and data derived from our benchmark research on contact centers in the cloud.

Read More

Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization, NewVoicemedia, Value Index

Serenova Simplifies Contact Center in the Cloud for Business

Posted by Mark Smith on Nov 8, 2018 6:00:00 AM

I am happy to share some insight on Serenova drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated Serenova and 12 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and data derived from our benchmark research on contact centers in the cloud.

Read More

Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization

Genesys Brings a Pure Focus to Contact Center in the Cloud

Posted by Mark Smith on Nov 5, 2018 6:00:00 AM

I am happy to share some insight on Genesys drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated Genesys and 12 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and data derived from our benchmark research on contact centers in the cloud.

Read More

Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization

Cisco Unified Contact Centers in Cloud Computing with BroadSoft

Posted by Mark Smith on Oct 29, 2018 8:53:14 AM

I am happy to share some insight on BroadSoft drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated BroadSoft and 12 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and data derived from our benchmark research on contact centers in the cloud.

Read More

Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization

Aspect Brings Great TCO and ROI for Contact Centers in the Cloud

Posted by Mark Smith on Oct 25, 2018 6:00:00 AM

I am happy to share some insight on Aspect Software drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated Aspect Software and 12 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and data derived from our benchmark research on contact centers in the cloud.

Read More

Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization

NICE inContact Leads the Pack in Contact Center in Cloud Value Index

Posted by Mark Smith on Oct 22, 2018 6:00:00 AM

I am happy to share some insight on NICE inContact drawn from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. We utilized a structured research methodology that includes evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact centers in the cloud. We evaluated NICE inContact and 12 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and data derived from our benchmark research on contact centers in the cloud.

Read More

Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization

Salesforce Brings Conversation and Customer Experience to the Forefront

Posted by Mark Smith on Oct 16, 2018 9:00:00 AM

Dreamforce has become the largest enterprise software event for businesses in the United States, and it is evident why when looking at it this year. With over 170,000 business and IT professionals attending, Salesforce came to show off upcoming product announcements and innovations. This year's biggest focus was on Einstein Voice (a personalized and intelligent conversational assistant), integration with other platforms, and Salesforce Customer 360. The last of these is the start of an answer to a problem we have well documented; businesses struggle getting a full view of the customer and provide a frictionless response to issues and interactions. For the full breakdown of Dreamforce 2018, and my analysis of all the largest announcements, watch my hot take video.

Read More

Topics: Customer Experience, digital technology, Digital Marketing, Marketing, Intelligent CX, Voice of the Customer, AI, Machine Learning, natural language processing, Robotic Process Automation, Sales Performance Management (SPM), SPM, CRM, Salesforce.com, Dreamforce

2018 Value Index for Contact Center in the Cloud Vendor Ratings

Posted by Mark Smith on Oct 15, 2018 6:00:00 AM

I am happy to share some insights gleaned from our latest research. The Ventana Research Value Index: Contact Center in the Cloud in 2018 is the distillation of a year of market and product research efforts by Ventana Research. Drawing on our benchmark research, we utilize a structured research methodology with evaluation categories designed to reflect the breadth of the real-world criteria incorporated in a request for proposal to vendors in contact centers in the cloud. Using this methodology, we evaluated vendor submissions in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). This research-based index is the first such industry undertaking to assess the full business value of software designed for enabling a contact center in the cloud. You can learn more about our Value Index as an effective vendor selection and RFI/RFP tool at https://www.ventanaresearch.com/value-indexes/inclusion.

Read More

Topics: Cloud Computing, Collaboration, Customer Experience, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization