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        Keith Dawson's Analyst Perspectives

        Voice of the Customer (VoC) is a catch-all term that refers to the collection of customer feedback in various formats. Sometimes this feedback is in the form of quick surveys or reactions to questions like, "Did I resolve your issue today?" or "Would you recommend our service to a friend?" Alternatively, it can be derived from less specific but more numerous data signals that span multiple interactions or across a customer base. Most businesses make an effort to capture some customer feedback.

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        Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, agent management, AI & Machine Learning

        The pandemic accelerated several trends in the contact-center industry that were already underway, chiefly: moving infrastructure and software applications to the cloud, and rethinking the process of managing agents. One byproduct of these trends is a renewed look at the similarities between business-phone systems (also known as unified communications, or UC) and contact center systems (CC).

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        Topics: Customer Experience, Analytics, Collaboration, Contact Center, agent management, AI & Machine Learning

        The modern contact center relies heavily on software that enables agents to perform multiple complex tasks while simultaneously managing the customer-facing side of interactions. This has allowed CRM vendors to build tools, such as agent desktop interfaces, that control virtually all aspects of the service environment.

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        Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, agent management

        Verint has recently separated into two companies, one of which is a dedicated provider of software focused on customer engagement and will keep the Verint name. (The other is called Cognyte and focused on security analytics.)

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        Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, agent management

        Ventana Research recently announced its 2021 market agenda in the expertise area of Customer Experience. Most organizations have some degree of focus on managing how they interact with their customers, but it is often a disjointed and constrained process. Developing an effective customer experience has become an investment priority in recent years as organizations increasingly recognize the importance of good experiences to profitability, customer longevity and advocacy on behalf of brands.

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        Topics: Sales, Customer Experience, Marketing, Voice of the Customer, Analytics, Customer Service, Contact Center, Workforce Management, Digital Marketing, Digital Commerce, agent management, Customer Experience Management, Field Service, AI & Machine Learning

        Teradata is not a name that is commonly associated with the customer experience marketplace, but that is likely to change as customer experience (CX) practitioners wrestle with the problems created by the multiple streams of data thrown off by the many applications and customer touchpoints they have to manage. Teradata’s Vantage CX is a tool for ingesting and managing customer information at great scale, combining the functions of a modern CDP with the analytics that makes customer data...

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        Topics: Customer Experience, Marketing, Analytics, Business Intelligence, Contact Center, Data, Digital Marketing, Digital Commerce, intelligent marketing, AI & Machine Learning

        This has been a dramatic year for contact centers. The underlying technology has been changing for some time, but that change is now accelerating because of the urgent operational shifts forced by the pandemic. When you can’t gather dozens or hundreds of people into a single, open-plan site, you must look at alternative models for staffing and interaction handling. You must also work harder to create positive customer experiences across multiple contact channels.

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        Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management, AI & Machine Learning
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