Customer support operations increasingly rely on automation and complex workflow processes to reduce costs and improve experiences. Automation also allows organizations to make their service processes richer, incorporating information and staff from back offices, for example, or embedding conversational tools into contact center processes.
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Topics:
Customer Experience,
embedded analytics,
Analytics,
Contact Center,
natural language processing,
agent management,
Customer Experience Management,
Field Service,
Process Mining,
Streaming Analytics,
customer service and support,
AI and Machine Learning
Dialpad provides contact center and business phone services, a market that is in transition due to a convergence of technologies and business conditions.
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Topics:
Customer Experience,
Voice of the Customer,
Analytics,
Collaboration,
Contact Center,
natural language processing,
agent management,
AI and Machine Learning
Field service is one element of the service-delivery process that an organization must get right or risk alienating important customers and causing friction in the relationship. The customer experience is directly affected by the timeliness, speed and accuracy of on-site work. Consequences of poor performance can hurt revenue, particularly in B2B situations where failures may cause expensive shutdowns or delays in conducting business.
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Topics:
Customer Experience,
Marketing,
Voice of the Customer,
Contact Center,
Product Information Management,
Digital Commerce,
Subscription Management,
agent management
The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.
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Topics:
Customer Experience,
Voice of the Customer,
Product Information Management,
Digital Commerce,
Subscription Management,
agent management
The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.
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Topics:
Customer Experience,
Human Capital Management,
Marketing,
Office of Finance,
Voice of the Customer,
Continuous Planning,
embedded analytics,
Learning Management,
Analytics,
Business Intelligence,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Internet of Things,
Business Planning,
Contact Center,
Data,
Product Information Management,
Sales Performance Management,
Workforce Management,
Financial Performance Management,
Price and Revenue Management,
Digital Technology,
Digital Marketing,
Digital Commerce,
Operations & Supply Chain,
Enterprise Resource Planning,
ERP and Continuous Accounting,
Revenue,
blockchain,
natural language processing,
data lakes,
Total Compensation Management,
robotic finance,
Predictive Planning,
employee experience,
candidate engagement,
Conversational Computing,
Continuous Payroll,
collaborative computing,
mobile computing,
continuous supply chain,
Subscription Management,
agent management,
extended reality,
intelligent marketing,
sales enablement,
work experience management,
lease and tax accounting,
robotic automation,
AI and Machine Learning
Customer Service & Support (CSS) is a software segment that provides tools for tracking and resolving customer problems, primarily through contact centers. The segment has been mature for decades but today is reinvigorated by a new emphasis on workflows and automation. Vendors, like ServiceNow, have been innovative in developing new technologies for managing self-service and field service, and providing agents with contextually relevant information during interactions. The new technologies...
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Topics:
Customer Experience,
Voice of the Customer,
Analytics,
Contact Center,
Product Information Management,
Digital Commerce,
Subscription Management,
agent management,
AI and Machine Learning
When we speak of the “customer experience,” we are really referring to the results of a broad spectrum of activities that collectively we describe as a journey or a lifecycle. In the past, how we spoke about customers was largely determined by the limited view of what transpired during short, contact center interactions. Customer experience (CX) evolved as a way to incorporate more facets of behavior into an assessment of the customer’s ultimate value and intent than is possible by looking only...
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Topics:
Customer Experience,
Marketing,
Voice of the Customer,
Contact Center,
Product Information Management,
Digital Marketing,
Digital Commerce,
Subscription Management,
agent management,
intelligent marketing,
Conversational Marketing
We are happy to share some insights about Twilio drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
agent management
We are happy to share some insights about Amazon drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
agent management
We are happy to share some insights about Vonage drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
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Topics:
Customer Experience,
Voice of the Customer,
Contact Center,
agent management
