Keith Dawson's Analyst Perspectives

The Mandate for Contact Center and Agent Management

Posted by Keith Dawson on Mar 22, 2021 3:00:00 AM

The ways in which consumers engage with organizations have changed. Long-established communication channels such as the telephone, email and company websites are still used, but many consumers now prefer to use text messages, online chat, social media, virtual agents and applications on their mobile devices to contact the company and address issues. As a result, organizations have had to add support for many new channels of customer engagement.

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Topics: Customer Experience, Contact Center, agent management

Content Guru Brings CCaaS with Confidence to US

Posted by Keith Dawson on Mar 19, 2021 3:00:00 AM

Shifts in the market due to the pandemic have upended the contact center marketplace, accelerating the inevitable migration of infrastructure to the cloud and changing the way agents are managed. The pandemic also increased the dependence customers have on contact centers in the absence of in-store buying.

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

Customer Data Platforms: Essential for Effective Customer Experience

Posted by Keith Dawson on Mar 16, 2021 3:00:00 AM

Since customer data platforms (CDP) emerged in the marketplace about five years ago, there has been debate about what roles they fill, especially within customer service organizations. They were originally developed by small software firms to provide marketing teams with a comprehensive view of customer records. Those records could be scattered throughout an organization, siloed by system and department. CDPs were an attempt to shortcut integration processes that are long, expensive and often custom-designed.

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Topics: Customer Experience, Marketing, Data Governance, Data Lake, Data Preparation, Information Management, Contact Center, Data, intelligent marketing

The New Verint: Experiences and Engagement with Customers

Posted by Keith Dawson on Mar 12, 2021 3:00:00 AM

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

SAP Service Cloud Bridges the Contact Center and the Back Office

Posted by Keith Dawson on Mar 4, 2021 3:00:00 AM

The contact center is still, for most businesses, where customer experience is designed, delivered and measured. And as we might expect, customer experience (CX) tools are migrating from where they started point solutions based on narrow functions into broader suites that encompass multi-departmental functions and reach across customer journeys. The goal is to provide more consistency across interactions, and to provide organizations with deeper insights into customer behavior along with control over the various moments of influence that occur along the lifecycle.

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Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Digital Commerce, Enterprise Resource Planning, agent management

The 2021 Market Agenda for Customer Experience: Achieving Excellence in Engagement

Posted by Keith Dawson on Feb 24, 2021 3:30:00 AM

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, AI and Machine Learning, agent management, Customer Experience Management, Field Service

The Opportunity for CX is Beyond Your Contact Center

Posted by Keith Dawson on Jan 26, 2021 3:00:00 AM

The contact center has long represented the starting point for customer experience initiatives. Now, however, most organizations are finding that they need to invest beyond this singular point of engagement. When organizations look at customer experience holistically, they see the need to incorporate the perspectives of people in other departments and channels of customer engagement. These diverse new points of view come with an interest in deploying CX technology that also meets their needs. As a result, organizations are looking at not just vendors traditionally in the contact center space but those that operate across the entire customer journey, and shifting some of the existing contact center budgets to tools that fill multiple roles.

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Topics: Sales, Customer Experience, Marketing, Contact Center

Intelligent Virtual Agents Are an Imperative for Digital Self-Service

Posted by Keith Dawson on Dec 22, 2020 3:00:00 AM

The pandemic has raised the stakes for self-service in every part of the customer journey. In 2020, the customer service industry underwent a shock to its collective system by pulling up stakes and moving agents to remote work. At the same time, consumers moved away from in-person interactions in stores and branches. This systemic disruption has led to longer call wait times and tougher interactions because collaborating and accessing company data systems from outside the office is difficult.

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Topics: Customer Experience, Contact Center, Digital Technology, natural language processing, Conversational Computing, AI and Machine Learning, agent management

Teradata Vantage CX: The Real Customer Data Platform

Posted by Keith Dawson on Dec 8, 2020 3:00:00 AM

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 actionable.

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

Trends in Contact Center Market for 2020 and Beyond

Posted by Keith Dawson on Oct 22, 2020 3:00:00 AM

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, AI and Machine Learning, subscription management, agent management