In the realm of technology that matters for business and IT, our firm as part of our responsibility continually assesses the latest technology and how it can impact organizations’ efficiency and effectiveness. Our benchmark research in technology innovation found that 87% of participants indicated the importance of increasing the organization’s value through technology innovation. Every year we take our knowledge from research and technology briefings to focus on our Technology Innovation Awards
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Topics:
Big Data,
Datameer,
Mobile,
Sales,
Sales Performance,
Social Media,
Supply Chain Performance,
Sustainability,
Customer,
ESRI,
Globoforce,
GRC,
HCM,
Kronos,
Kyriba,
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NetBase,
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Peoplefluent,
Planview,
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Johnson Controls Panoptix,
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Xactly
Voice Print International recently announced it has selected Hewlett-Packard’s Autonomy to deliver speech and multi-channel analytics. This news means VPI joins a small group of vendors that can provide a view of customer interactions across multiple communication channels, which is of growing importance to companies. My research into the contact center in the cloud shows that companies now support an average of four to five channels of interaction with customers. Without a multi-channel view...
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Topics:
Customer Analytics,
Customer Experience,
Speech Analytics,
Voice of the Customer,
VPI,
Management,
Analytics,
Business Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics
VPI, a well established vendor in the workforce optimization (WFO) space, was recently rated as a Hot vendor in the Ventana Research Agent Performance Management 2012 Value Index, which extends the traditional definition of WFO to include multichannel interaction capture, agent-related analytics, and agent compensation management. VPI’s Hot rating is a tribute to the functionality and architecture of its suite, even though it doesn’t include a WFM product (instead, workforce management is...
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Topics:
Customer Analytics,
Customer Experience,
Speech Analytics,
Voice of the Customer,
VPI,
Knowlagent,
Nexxphase,
Analytics,
Business Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Pipkins,
Workforce Force Optimization
Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.
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Topics:
Predictive Analytics,
Sales Performance,
Social Media,
Customer Analytics,
NICE Systems,
Speech Analytics,
Voice of the Customer,
VPI,
Call Copy,
Enkata,
Envision,
Genesys,
KnopahSoft,
LiveOps,
Operational Performance,
Analytics,
Business Analytics,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Workforce Performance,
Call Center,
coaching,
Compensation,
Contact Center,
Contact Center Analytics,
Desktop Analytics,
Text Analytics,
OnviSource,
Training,
Verint,
Workforce Force Optimization
Running a contact center has never been easy, and today it is harder than ever. Customers have become more demanding of good service and less tolerant of errors and are inclined to communicate over multiple channels of communications. Companies not only have to get all the technology together to handle all these forms of interactions but must also ensure that their contact center agents are working as efficiently and effectively as possible. My latest research into the technologies companies...
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Topics:
Customer Experience,
VPI,
Operational Performance,
Cloud Computing,
Call Center,
Contact Center,
Contact Center Analytics,
CRM
