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        Keith Dawson's Analyst Perspectives

        For at least five years, it has been clear that innovation in technology for communication and business processes is accelerating. This year, that trend has been especially notable with the explosive emergence of artificial intelligence in the contact center software market. But what tends to get lost in the excitement around innovation is what sits downstream of the development process: the impact of new technology on how buyers organize the processes and the disruption that new technology...

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        Topics: Customer Experience, Voice of the Customer, agent management, Customer Experience Management, Field Service, CCaaS, Intelligent Self-Service, Telephony, ACD

        NICE held its annual Analyst Summit this month in the magnificent high-altitude mountains of Peru, a fantastic environment in which to hear top executives share insights into the changing company and industry. NICE has been very successful in navigating the industry transition from voice-centric interactions to a digital-first posture. Consumer behavior is one of the underlying causes of this shift, forcing many organizations to rethink customer experience strategies.

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        Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Intelligent Self-Service

        The environment around customer experience is being disrupted by a series of technical and organizational shifts ranging from artificial intelligence to work-from-home to deep customer analytics. When times change, it’s helpful for people to have a framework to organize their thinking and actions. I believe there are two dominant frameworks used to organize business approaches to customers. One is rooted in the efficiency of the contact center (let’s call it “CC thinking”), and the more...

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        Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Intelligent Self-Service

        I am happy to share insights gleaned from our latest Buyers Guide, an assessment of how well vendors’ offerings meet buyers’ requirements. The Ventana Research 2023 Contact Centers Buyers Guide is the distillation of a year of market and product research by Ventana Research. Drawing on our Benchmark Research, we apply a structured methodology built on evaluation categories that reflect the real-world criteria incorporated in a request for proposal to Customer Experience vendors supporting the...

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        Topics: Customer Experience, Contact Center

        The 2023 Ventana Research Buyers Guide for Contact Centers research enables me to provide observations about how the market has advanced. In this modern, digital age of customer experience, the journey of engagement across every channel and device must be orchestrated effectively. Organizations, no matter the industry, have inbound and outbound interactions and rely on contact centers to fulfill operational and revenue objectives. The utilization of cloud computing has enabled a new generation...

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        Topics: Customer Experience, Contact Center

        I am happy to share insights gleaned from our latest Buyers Guide, an assessment of how well vendors’ offerings meet buyers’ requirements. The Ventana Research 2023 Agent Management Buyers Guide is the distillation of a year of market and product research by Ventana Research. Drawing on our Benchmark Research, we apply a structured methodology built on evaluation categories that reflect the real-world criteria incorporated in a request for proposal to Customer Experience vendors supporting the...

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        Topics: Customer Experience, agent management

        The 2023 Ventana Research Buyers Guide for Agent Management research enables me to provide observations about how the market has advanced.

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        Topics: Customer Experience, agent management

        I am happy to share insights gleaned from our latest Buyers Guide, an assessment of how well vendors’ offerings meet buyers’ requirements. The Ventana Research 2023 Contact Center Suites Buyers Guide is the distillation of a year of market and product research by Ventana Research. Drawing on our Benchmark Research, we apply a structured methodology built on evaluation categories that reflect the real-world criteria incorporated in a request for proposal to Customer Experience vendors supporting...

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        Topics: Customer Experience, Contact Center

        The 2023 Ventana Research Buyers Guide for Contact Center Suites research enables me to share some of my observations about how the market has advanced.

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        Topics: Customer Experience, Contact Center

        A lot of conversations around contact centers deal with automation, particularly how to balance the way humans and automated systems work together. Self-service, the front end of the customer interaction, is where practitioners get a first taste of the marvels of increasingly advanced automation. As customer expectations ramped up and labor became more costly during the pandemic, deflecting interactions away from agents took on new urgency. We continue to see impressive advances in automated...

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        Topics: Customer Experience, Self-service, automation, Contact Center, Knowledge Management, agent management, Customer Experience Management, Intelligent Self-Service, Conversational AI
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        • Ventana Research’s Analyst Perspectives are fact-based analysis and guidance on business, industry and technology vendor trends. Each Analyst Perspective presents the view of the analyst who is an established subject matter expert on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity and reviewed to ensure it delivers reliable and actionable insights. It is reviewed and edited by research management and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Analyst Perspective before it is published. If you have any issue with an Analyst Perspective, please email them to ChiefResearchOfficer@ventanaresearch.com

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