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.
Topics: Customer Analytics, Customer Engagement, Customer Experience, NewVoicemedia, Cloud Computing, Collaboration, Customer Service, Contact Center, Value Index, Workforce Optimization
We have just released our 2012 Value Index for Total Compensation Management (TCM), in which we evaluate the competency and maturity of vendors and products. Our firm has been researching this category for many years, and our latest benchmark research in total compensation management found some improvement among applications in a field where many organizations still use outdated applications to manage an area with large financial and human capital impacts.
Topics: Human Capital Management, Operational Performance Management (OPM), Peoplefluent, SuccessFactors, Cloud Computing, Oracle, Business Performance Management (BPM), Compensation, Customer Performance Management (CPM), Excentive, Financial Performance Management (FPM), HR, Sales Performance Management (SPM), SumTotal Systems, Supply Chain Performance Management (SCPM), TCM, Value Index, Workforce Performance Management (WPM)