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.
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
I attended NICE Systems’ annual Interactions (Twitter #Interaction2012) conference in Nashville to get the latest from this growing global software business that focuses on customer-centric applications. If you have not heard of NICE you might not be primarily involved in managing and interacting with customers, the area in which NICE has been growing organically and by acquiring technology providers that complement its existing portfolio. As we discussed in recent analyses, and NICE acquired Merced Systems for its sales- and service-centric performance management applications and Fizzback for customer feedback management software. Both have helped it become a more strategically focused software business. NICE Systems targets enterprise contact centers as well as financial risk, compliance and security. NICE makes its applications available not just on-premises but also in software as a service and hosted environments.
Topics: Business Analytics, Business Collaboration, Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Financial Performance Management (FPM), Governance, Risk & Compliance (GRC), Interactive Intelligence, NICE Systems, Operational Intelligence, Operational Performance Management (OPM), Predictive Analytics, Sales Performance Management (SPM), Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics, Business Intelligence
NICE Systems last week announced an agreement to acquire Merced Systems, a provider of business applications for customer service and sales organizations. This acquisition slipped by with little fanfare, but it marks a significant milestone for NICE, a major provider of applications and technology for call centers and a player in their evolution into multichannel contact centers. Building on a good 2010, as my colleague Richard Snow noted, NICE expects to reach almost $800 million of revenue in 2011, which would make it one of the largest companies in its segment. NICE has made multiple acquisitions to build its software portfolio, including purchases of Actimize, CyberTech, eGlue and others mentioned below. It recently won our 2011 Ventana Research Leadership Award in the contact center category with its customer deployment at Alliance Data. NICE Systems plans to have Merced Systems as a foundation of its enterprise systems and a complement to its contact center workforce optimization offering. This purchase builds on its other acquisitions, including FizzBack recently and IEX and Performix in 2006, which helped NICE establish its customer service and back office agent performance management software. That area has not grown as quickly as NICE would like, mostly due to marketing that was not aggressive enough in attracting customers. NICE recently rebranded its NICE SmartCenter for helping agents, as Richard noted, and is leveraging its assets into the back office, which he also assessed. Our benchmark research on contact center technology found that companies’ priorities for future investments match up well with NICE Systems’ focuses on expanding customer service agent applications and analytics applications.
Topics: Business Analytics, Business Collaboration, Business Mobility, Business Performance Management (BPM), Call Center, CFO, Cloud Computing, CMO, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Financial Performance Management (FPM), Marketing, Merced Systems, Operational Performance Management (OPM), Predictive Analytics, Revenue Performance, Sales, Sales Compensation, Sales Force Automation, Sales Performance Management, Sales Performance Management (SPM), SFA, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics, NICE Systems