Lisa Durant's blog

By Lisa Durant
On Mar 28, 2014

Contact Center Vendors Rapidly Expanding their Portfolios: A Recap of Recent Contact Center Announcements

Friday, March 28, 2014

Contact center vendors have made some big announcements in the past couple of weeks, including more emphasis on the cloud and creating a unified portfolio that tightly integrates all business functions (e.g., workforce optimization and social media marketing) with the contact center. Here is a recap of recent contact center vendor announcements:

By Lisa Durant
On Mar 13, 2014

Avaya Customer Experience Management Enhancements Show Omni-Channel isn’t Just for Inbound

Thursday, March 13, 2014

Earlier this week, Avaya announced new enhancements to its Customer Experience Management solutions. These enhancements enable companies to create and manage proactive outreach and self-service applications over multiple channels including SMS, email, and phone, through a single software platform.

By Lisa Durant
On Mar 07, 2014

Mitel Takes Another Step Towards a Fully Unified Platform by Acquiring OAISYS

Friday, March 7, 2014

As I discussed in my recent report: “Key Trends: Contact Centers of the Future,” contact center vendors are moving away from selling standalone contact center components. Instead, they are building unified contact center platforms that fully integrate previously separate components, such as ACD, IVR, call recording, and workforce management. Mitel’s recent news about acquiring its contact center call recording partner, OAISYS, falls perfectly in line with this ongoing trend.

By Lisa Durant
On Feb 27, 2014

Have the iOS Security Flaws Affected Mobile Self-Service Applications?

Thursday, February 27, 2014

Apple’s recent iOS and OS X security flaws have caused quite a stir; and, as a Mac and iPhone owner myself, I have certainly been following the situation closely. When I first heard about the security issue, which could allow someone to set up a fake SSL server to harvest private data like credit card information, my mind jumped to one thing: my mobile banking application and SMS/text message banking. 

By Lisa Durant
On Feb 25, 2014

The Multi-Channel and Multi-Tasking Balancing Act

Tuesday, February 25, 2014

It goes without saying that written communication requires a different skillset than spoken conversation. However, today’s contact center solutions integrate both voice and non-voice channels into one platform and provide companies with nearly unlimited options for how to delegate these channels. Contact center managers can choose to have agents handle both phone calls and non-voice contact requests (sometimes simultaneously). But, should that agent who is so great at handling phone calls also handle live chat and respond to emails? The answer: probably not.

By Lisa Durant
On Feb 07, 2014

Avaya IP Office Contact Center Shows Multi-Channel isn't Just for Big Businesses

Friday, February 7, 2014

Multi-channel customer engagement is not just for big companies anymore. Last week, Avaya announced that it was adding multi-channel contact center functionality to Avaya IP Office to provide a more accessible multi-channel contact center solution for small and mid-size businesses (SMBs). Avaya IP Office Contact Center allows SMBs to engage their customers not just through voice but also through email and live chat – the top two non-voice channels most often engaged in SMBs’ contact centers as we noted in our 2013-2014 Enterprise Technology Benchmark.

By Lisa Durant
On Jan 29, 2014

Turning "Likes" into "Dislikes:" Are Your Social Media Policies Killing Your Customer Service?

Wednesday, January 29, 2014

It’s no secret that, in most companies, monitoring social media is marketing’s job. Social media began in marketing and still serves as an excellent medium for advertisement. However, if you look at any organization’s Facebook page or Twitter feed, you’re likely to see numerous questions or complaints about issues that would typically be handled by a customer service representative in the contact center. In fact, one of the most common responses to such posts is a reply asking the person to e-mail or call the customer service line. 

By Lisa Durant
On Jan 21, 2014

8x8 Shows Growth of Cloud Contact Centers and Importance of Customer Service

Tuesday, January 21, 2014

Cloud communications and collaboration solutions vendor, 8x8, Inc., has launched an enhanced cloud contact center solution aimed at mid-market organizations.  Some of the new solution’s key features include mobility for agents and supervisors, a virtual queue where customers can request a callback, reporting capabilities to offer insight into contact center performance, and enhanced real-time chat. The solution also comes with a native CRM tool that customers can use singly or concurrently with their own existing CRM.

By Lisa Durant
On Jan 13, 2014

Contact Center and Customer Engagement 2014 Research

Monday, January 13, 2014

Nemertes recently began its 2014 Enterprise Technology Benchmark. This year, we are expanding our research in the Contact Center and Customer Engagement track covering such areas as the omni-channel trend, the specific KPIs that companies are using to gauge contact center success, and contact center organizational strategies. Specifically, we will focus on the following areas:

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