Analyst Perspectives

Recently my colleague Mark Smith wrote about Splunk and its latest technology supporting analytics for IT on machine data and providing operational intelligence. I wasn’t familiar with the company, which has focused on IT users and improving the performance of a company’s networks and IT systems. From a customer management perspective, these are of little interest unless they impact the customer experience; for example, if the website is down or the online banking system is unavailable. But in...

It has been a busy time for Genesys, a company best known for computer/telephony integration (CTI) and routing software for contact centers. In February it split from Alcatel-Lucent and announced that with financial backing from two investment funds it was going forward as a stand-alone company. Over the last few years Genesys has diversified its portfolio to include workforce optimization, agent desktop, intelligent customer front door (ICFD) and analytics. Amid the current economic...

Conventional wisdom in the contact center is that self-service options for customers reduce the number of their telephone calls. However, my benchmark research into the use of technology in contact centers throws doubt on this, finding that companies still expect the volume of interactions through all channels, including the phone, to increase. This is further supported by my benchmark research into customer experience management which shows many customers starting out with self-service opt to...

I have written several times that the market dynamics around customer relationships are changing faster now than at any previous time in my experience. Smartphones and tablets are changing the way consumers communicate, social media has opened up a channel of communications over which companies have little control, and finding new customers has become harder, so companies are placing more emphasis on retaining existing customers and increasing the amount of business they do with each. One...

A recent research project involving 7,000 consumers carried out by the Harvard Business Review concluded that to retain customers and get them to buy more products, organizations must make it simple for people to engage with them, provide information they trust and allow them to weigh their options before they buy. The research found that consumers are bombarded with information and choices, and as a result they tend to go down the easiest route, which often leads them to take a blinkered view:...

Interactive Intelligence announced Interaction Mobilizer, the latest application in its growing portfolio of products. As I recently wrote, Interactive Intelligence has come a long way since it launched its first software-based PBX in 1994. It was a pioneer in offering contact center applications in the cloud, which now include communications in the cloud and products for workforce optimization. The latest announcement follows similar ones from other vendors also announcing applications to...

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...

I recently attended the second in the series of customer engagement days organized by the Directors Club (GB & NI). The format of the event was the same as the first day that I wrote about and included three keynote presentations and three roundtable sessions where attendees discussed how organizations should engage with customers. As for the first event I chaired the roundtable on perfecting multichannel customer engagement in the contact center and gave a keynote on how social media is...

Marketing claims about a company’s innovation have become so common as to be almost meaningless, and this is true in the software business. That’s a shame because it obscures cases in which a vendor really is innovative. For example, at a recent partner and analyst event hosted by Interactive Intelligence (ININ), its CMO told me that ININ has stopped using the phrase “deliberately innovative”  because claiming to be innovative isn’t helpful in getting across its messages.

Verint is one of the major players in the contact center market, with two suites of products that support contact centers and voice of the customer analysis. The company’s website shows that these suites have been put together from a combination of in-house developments and acquisitions (Blue Pumpkin, Witness Systems, Mercom, Iontas, GMT and Vovici are among them). Although this strategy has allowed Verint to create comprehensive suites of products in both areas, it also created issues with...