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Top Analysts 
Covering the 
Contact Center 
Industry 
Sponsored by: 
Call-Back Solutions for the Call Center 
Learn More at www.fonolo.com
Shai Berger 
Co-Founder & CEO, Fonolo 
“ Our industry is blessed with a large and engaged analyst 
community. What’s really awesome about these folks is how open 
they are. Just by following their blogs and tweets, you’ll get 
tremendous insight into the latest trends!
Congratulations to the 21 
who were selected! 
1. Jon Arnold 
2. Bruce Belfiore 
3. Aphrodite Brinsmead 
4. Dean Bubley 
5. Keith Dawson 
6. Lisa Durant 
7. Donna Fluss 
8. Paul Greenberg 
9. Ian Jacobs 
10. Nancy Jamison 
11. Drew Kraus 
12. Irwin Lazar 
13. Kate Leggett 
14. Michael Maoz 
15. Sheila McGee-Smith 
16. Dave Michels 
17. Dan Miller 
18. Blair Pleasant 
19. Art Rosenberg 
20. Art Schoeller 
21. Paul Stockford 
* Listed in alphabetical order
Top Contact Center Analysts 
Jon Arnold 
Independent Industry Analyst 
Focus: UC, Call Center, SIP, & VoIP 
Web: JonArnold-analyst.blogspot.ca 
@arnoldjon 
What customers really want is to communicate on their terms 
and come away feeling that the agent is on the same page. 
When agents have a full complement of UC tools to work with, 
they can put customers at ease right away, regardless of how 
they are getting in touch. 
“ 
Recommended Reading: 
• Interactions 2013 – My Takeaways and Some Music Too 
• UC and the Contact Center – Addressing Customer Needs and Wants
Top Contact Center Analysts 
Bruce Belfiore 
CEO, BenchmarkPortal 
Focus: Contact Center Benchmarking 
Web: http://www.benchmarkportal.com/ 
@BenchmarkPortal 
There are literally thousands of contact centers that are on (or over) the 
cusp of needing advanced workforce management systems. Continuing 
to spreadsheet your workforce needs as your center grows and 
becomes more complex may seem like a thrifty thing to do – but it isn’t. 
Some of the best returns on investment (ROIs) from contact center 
investments come from installing appropriate WFM systems. 
“ 
Recommended Reading: 
• When WFM Means Workforce Manna 
• First Call Resolution – It’s Not Only a Quality Metric
Top Contact Center Analysts 
Aphrodite Brinsmead 
Senior Analyst, Customer Engagement, Ovum 
Focus: Customer Interactions, Technology, & Contact Center 
Web: Ovum.com 
@diteb 
“ 
Salesforce is defining its position as a leader in mobile self-service, 
but must also help businesses to understand how tools 
such as SOS can be used alongside mobile self-service to 
improve customer experiences as users shift from self-service to 
agent-assisted support. Recommended Reading: 
• Salesforce Delivers an Improved Mobile Self-Service Experience with SOS for Apps 
• The Puls Smartwatch from Will.I.Am Could Revolutionize Customer Engagement
Top Contact Center Analysts 
Dean Bubley 
Founder, Disruptive Analysis 
Focus: Wireless, Mobile, Internet, & Telecom 
Web: http://disruptivewireless.blogspot.co.uk/ 
@disruptivedean 
Apple and Microsoft are perhaps delaying WebRTC (or seem a bit ambivalent), in 
part because they want to cherry-pick certain voice/video use-cases for their own 
branded applications, adding value to hardware devices like phones, wearables 
and game consoles as well as directly monetising via their enterprise activities. 
Google seems less-concerned (or perhaps less-capable) of deriving revenue 
from communications products directly. 
“ 
Recommended Reading: 
• How Fast will WebRTC go Mainstream? And will it be "Beyond the Browser"? 
• 2014 Edition - WebRTC Market Status & Forecasts Report (paid)
Top Contact Center Analysts 
Keith Dawson 
Practice Leader, Customer Engagement, Ovum 
Focus: Contact Center Technologies & Customer Experience 
Web: Ovum.com 
@keithdawson 
… the dark pool of customer interactions … is the tip of the 
iceberg. Understanding how customers are engaging requires a 
great deal more data gathering, analysis, and coordination 
between service, sales, and marketing departments. 
“ 
Recommended Reading: 
• Customer Experience Is Getting Weird...Fast 
• An Optimal-channel Interaction is Better than a Multichannel One
Call-Back Software for the Call Center 
Replace hold-time with a call-back 
on all channels. 
In-Call Rescue Mobile Rescue Web Rescue
Top Contact Center Analysts 
Lisa Durant 
Research Analyst, Nemertes Research 
Focus: Contact Center & Unified Communications 
Web: www.nemertes.com/analysts/lisa-durant 
@LisaEDurant 
With 52% of companies using IP Automatic Call Distributors 
(ACDs) and another 38% using mixed IP/TDM ACD platforms, 
it’s safe to say that IP ACDs are becoming commonplace. Most 
(78%) of those organizations using TDM or IP/TDM mix ACDs 
plan to have fully migrated to an IP ACD by the end of 2015. 
“ 
Recommended Reading: 
• The IP Contact Center Goes Mainstream (free registration) 
• Multitasking Employees are Changing Unified Communication and Collaboration (free 
registration)
Top Contact Center Analysts 
Donna Fluss 
President, DMG Consulting LLC 
Focus: Contact Center, Back-Office, Analytics 
Web: http://www.dmgconsult.com/ 
@DMGConsultLLC 
The outbound market is undergoing a renaissance. Outbound dialers 
are being replaced with a new generation of robust omnichannel 
customer engagement solutions. These outbound solution suites are 
capable of driving intelligent, personalized, relevant, and regulatory-compliant 
multichannel and cross-channel communications that are 
having a positive impact on profitability. 
“ 
Recommended Reading: 
• Virtual Queuing Product Report (from 2011, but still worth reading - requires registration) 
• Outbound Solutions Engage Customers and Enhance Relationships
Top Contact Center Analysts 
Paul Greenberg 
President, The 56 Group, CRM and SCRM Author 
Focus: CRM, Social CRM, & Customer Service 
Web: http://the56group.typepad.com/ 
@pgreenbe 
Customer's voices, amplified by social media, now trump even the 
cleverest of marketing. Combine that with a massive surge towards 
subscription and freemium models, increasing saturation of digital 
marketing channels, increased competition and decreasing customer 
loyalty, and you have the recipe for an era where users, not brands, 
wield unprecedented power. 
“ 
Recommended Reading: 
• CRM Watchlist 2014 Winners 
• The Era of the Entitled Customer: A Recipe for Creating Amazing Customer Experiences
Top Contact Center Analysts 
Ian Jacobs 
Senior Analyst, Forrester 
Focus: Customer Experience Technologies 
Web: https://www.forrester.com/Ian-Jacobs 
@iangjacobs 
Although the contact center was born and raised in the telephony world, it looks 
to be spending its dotage trying to handle consumers’ growing preferences for 
communication channels such as web chat, SMS, social media, email, and 
eventually video. For contact center pros, these digital channels present a 
particularly thorny problem because… marketing and strategy teams have staked 
their claim to ‘owning’ many of these emerging channels, despite the fact that 
customer service requests come in via these channels in ever-increasing 
volumes. 
“ 
Recommended Reading: 
• Market Overview: Workforce Optimization Solutions (subscribers only) 
• In Customer Service, the Fundamental Things Apply
Top Contact Center Analysts 
Nancy Jamison 
Principal Analyst, Frost and Sullivan 
Focus: Contact Center, Speech Tech, & Social Media 
Web: www.frost.com 
@nancyjami 
Customers are dictating the transformation of contact centers 
and companies are responding by stepping up from a multi-channel 
approach to omni-channel engagement, which is vital to 
seamlessly interact with customers from channel to channel 
without loss of interoperability or history. 
“ 
Recommended Reading: 
• Scalability and an Omni-Channel Experience Precipitates Interest in Hosted Solutions 
• Frost & Sullivan Applauds Interactive Intelligence's R&D- and Marketing-Driven Rapid 
Growth in the Cloud-Based Contact Center Solutions Market
Adding Call-Backs the Easy Way 
Ring! A happy caller is 
connected. 
Customer dials in, 
hears option to “Press 
1 for a call-back.” 
Customer relaxes while 
Fonolo waits on hold. 
Fonolo’s cloud-based solution easily hooks into your existing call center 
infrastructure, with minimal impact to your business processes.
Top Contact Center Analysts 
Drew Kraus 
Research VP, Gartner 
Focus: Call Center Infrastructure & Cloud-Based Solutions 
Web: www.gartner.com/AnalystBiography 
@Gartner_inc 
In 2010, only 5% of organizations took advantage of 
social/collaborative customer action to improve service 
processes; however, customer demand and heightened business 
awareness is making this a top issue… 
“ 
Recommended Reading: 
• The CRM Perspective on Leveraging Digital Technologies to Create a Customer-Centric 
Enterprise 
• Use of Social CRM for Customer Service Will Grow Rapidly Over the Next Two Years
Top Contact Center Analysts 
Irwin Lazar 
VP and Service Director, Nemertes Research 
Focus: Unified Communications & Contact Center 
Web: www.nemertes.com/analysts/irwin-lazar 
@imlazar 
Today we communicate with our merchants via a variety of means – 
Facebook, Twitter, chat, maybe even video, in addition to voice… 
Harmonization between these isolated customer engagement … as new 
platforms continue to emerge ….including Moxie, Oracle’s Right Now, 
and Salesforce.com’s Service Cloud compet[ing] with the more 
traditional CRM vendors including Aspect, Avaya, Cisco, and Genesys. 
“ 
Recommended Reading: 
• Rethinking the Contact Center 
• The Journey to the Genesys Cloud
Top Contact Center Analysts 
Kate Leggett 
VP, Principal Analyst, Forrester Research 
Focus: Customer Service: Trends, Research, & Technology 
Web: forrester.com/kate_leggett 
@kateleggett 
67% of US online consumers say they've had unsatisfactory service interactions 
in the past 12 months… This is because companies need a variety of queuing 
and routing, CRM and WFO software to support end-to-end operations - 
software procured from a number of different vendors. … un-integrated 
components restricts contact center managers from obtaining a full, multichannel 
view of customer interactions, makes it difficult to configure more effective rules 
for contact flow, and ultimately impacts the quality of service delivered. 
“ 
Recommended Reading: 
• Transform The Contact Center For Customer Service Excellence (free registration) 
• Vendors Battle For The Heart Of The Contact Center
Top Contact Center Analysts 
Michael Maoz 
VP, Customer Strategies, Gartner 
Focus: Cloud Apps, Social Media, & Mobility 
Web: blogs.gartner.com/michael_maoz/ 
@mimaoz 
[This] is our second year of replacing that fragile raft 'Contact 
Center' with the more comprehensive “Engagement Center” that 
embraces social media and an increasingly mobile customer 
looking for automated (yet highly intuitive and intentional) 
messages from the enterprise. 
“ 
Recommended Reading: 
• Weak Mobile Customer Service Is Harming Customer Engagement (paid) 
• Behind the Magic of the CRM Customer Engagement Center MQ, 2014
Top Contact Center Analysts 
Sheila McGee-Smith 
President and Principal Analyst, McGee-Smith Analytics 
Focus: Contact Center & Enterprise Communications 
Web: www.mcgeesmith.com 
@mcgeesmith 
Creating a better customer experience is not just about providing 
context to an agent--heck, a screen-pop can do that. Better 
customer experience is about understanding what is going on 
with the customer and having a rules engine that can trigger 
different ways to resolve the customer concern. 
“ 
Recommended Reading: 
• The Blurring Line Between CRM and Contact Center Software 
• CMO Andy Cunningham's Mission: Make Avaya Cool
Fonolo Success Story 
“We were able to deploy Fonolo in just 
15 days…we saw an immediate 
impact on our abandonment rate… 
on our busiest days it was 
down 33%.” 
Watch the video: Read the case study:
Top Contact Center Analysts 
Dave Michels 
President, TalkingPointz 
Focus: Cloud Services, SMB Voice, & Unified Communications 
Web: http://www.talkingpointz.com 
@davemichels 
Modern communications are much less about features, and 
much more about flexibility. Applications are, of course, still 
critically important, but they should be evaluated from a toolbox 
perspective because what you think you need today almost 
certainly is not what you will need tomorrow. “ 
Recommended Reading: 
• Business Models Disrupted by the Cloud 
• Moving to the Cloud Means Offloading Risk 
• Apps with a Voice
Top Contact Center Analysts 
Dan Miller 
Senior Analyst & Founder, Opus Research 
Focus: Conversational Commerce & Voice Biometrics 
Web: OpusResearch.net 
@dnm54 
Customers equate ‘service quality’ with quick resolution of their 
problems by a live agent. If they are put on hold, confronted with 
confusing options or delivered to an individual who is not up-to-speed 
with their requirements, they think less of your company 
and its brand. 
“ 
Recommended Reading: 
• Aspect Mobility Suite Debuts to Support Intelligent Assistance Across Multiple Channels 
• How Hyatt Hotels Delivers Intuitive Customer Service with an Intelligent Assistant (video)
Top Contact Center Analysts 
Blair Pleasant 
Pricipal Analyst, Commfusion 
Focus: Call Center, Unified Communications, & Collaboration 
Web: www.commfusion.com 
@blairplez 
Social channels are by their nature public, and interactions over social media can 
be viewed by anyone and everyone. A poor customer service experience can be 
viewed by hundreds, or thousands of people. Finding the right agents with the 
right skills to interact with customers in this public forum is essential. Where 
possible, social customer care interactions should be handled by specialized 
social customer agents who are specially trained and skilled for social media. 
“ 
Recommended Reading: 
• Why We Need True MultiChannel Contact Centers 
• Revisiting Social Customer Care
Top Contact Center Analysts 
Art Rosenberg 
Principal Analyst, The Unified-View 
Focus: Call Center, Voicemail, & Unified Communications 
Web: http://www.ucstrategies.com/ 
@artrosenberg 
As much as business communications are still in a state of transition from legacy, 
location-based telephony just between people to new, mobile, multimodal 
interactions between people and self-service online apps, there is a need to 
accommodate both old and new forms of accessing live assistance. The key to 
customer satisfaction is not necessarily just to reduce the actual wait time, but 
also to let the customer do other things before it is time to interact with a live 
person, commonly known as “virtual queuing” with callbacks. 
“ 
Recommended Reading: 
• Users Need UC Choice in “Mobile App” Interfaces 
• WebRTC “Click-for assistance” Will Pay Off For Customer Satisfaction
Top Contact Center Analysts 
Art Schoeller 
Principal Analyst, Forrester Research 
Focus: Unified Communications & Call Center Technology 
Web: Forrester.com 
@forrester 
[UC deployments] fail because users can ignore you and you 
lose the benefits … You have to establish and [invest] in a 
change-management program. 
“ 
Recommended Reading: 
• Build An Outside-In Contact Center Road Map (subscribers only) 
• Mind The Gap When Organizing To Support Contact Center Applications (subscribers 
only)
Top Contact Center Analysts 
Paul Stockford 
Owner, Saddletree Research 
Focus: Contact center, CRM, & Social Media 
Web: www.saddletreeresearch.com 
@paulstockford 
Omnichannel customer engagement means the customer’s entire 
journey is tracked across channels in order to create a consistent, 
optimized experience... The net result is a comprehensive view of the 
customer journey from end-to-end…Given the evolution of customer 
preferences and expectations…omnichannel is no longer a contact 
center option, it’s a necessity. 
“ 
Recommended Reading: 
• Contact Center Mobility from the Inside Out 
• Customer Experience Metrics, Cloud Delivery Drive WFM Demand 
• The Omnichannel Evolution: Driving Customer Experience Optimization
The Executive Guide to 
Improving 6 Call Center Metrics 
Measuring and improving call center metrics can be a pain 
point for executives. Download our free guide to help you 
improve 6 key call center metrics for better performance and 
future success. 
What’s Inside: 
• Customer Satisfaction 
• Service Level 
• First Call Resolution 
• Average Handle Time 
• Plus so Much More! Download Now 
Follow us! @fonolo

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Top Analysts Covering Contact Center Technology

  • 1. Top Analysts Covering the Contact Center Industry Sponsored by: Call-Back Solutions for the Call Center Learn More at www.fonolo.com
  • 2. Shai Berger Co-Founder & CEO, Fonolo “ Our industry is blessed with a large and engaged analyst community. What’s really awesome about these folks is how open they are. Just by following their blogs and tweets, you’ll get tremendous insight into the latest trends!
  • 3. Congratulations to the 21 who were selected! 1. Jon Arnold 2. Bruce Belfiore 3. Aphrodite Brinsmead 4. Dean Bubley 5. Keith Dawson 6. Lisa Durant 7. Donna Fluss 8. Paul Greenberg 9. Ian Jacobs 10. Nancy Jamison 11. Drew Kraus 12. Irwin Lazar 13. Kate Leggett 14. Michael Maoz 15. Sheila McGee-Smith 16. Dave Michels 17. Dan Miller 18. Blair Pleasant 19. Art Rosenberg 20. Art Schoeller 21. Paul Stockford * Listed in alphabetical order
  • 4. Top Contact Center Analysts Jon Arnold Independent Industry Analyst Focus: UC, Call Center, SIP, & VoIP Web: JonArnold-analyst.blogspot.ca @arnoldjon What customers really want is to communicate on their terms and come away feeling that the agent is on the same page. When agents have a full complement of UC tools to work with, they can put customers at ease right away, regardless of how they are getting in touch. “ Recommended Reading: • Interactions 2013 – My Takeaways and Some Music Too • UC and the Contact Center – Addressing Customer Needs and Wants
  • 5. Top Contact Center Analysts Bruce Belfiore CEO, BenchmarkPortal Focus: Contact Center Benchmarking Web: http://www.benchmarkportal.com/ @BenchmarkPortal There are literally thousands of contact centers that are on (or over) the cusp of needing advanced workforce management systems. Continuing to spreadsheet your workforce needs as your center grows and becomes more complex may seem like a thrifty thing to do – but it isn’t. Some of the best returns on investment (ROIs) from contact center investments come from installing appropriate WFM systems. “ Recommended Reading: • When WFM Means Workforce Manna • First Call Resolution – It’s Not Only a Quality Metric
  • 6. Top Contact Center Analysts Aphrodite Brinsmead Senior Analyst, Customer Engagement, Ovum Focus: Customer Interactions, Technology, & Contact Center Web: Ovum.com @diteb “ Salesforce is defining its position as a leader in mobile self-service, but must also help businesses to understand how tools such as SOS can be used alongside mobile self-service to improve customer experiences as users shift from self-service to agent-assisted support. Recommended Reading: • Salesforce Delivers an Improved Mobile Self-Service Experience with SOS for Apps • The Puls Smartwatch from Will.I.Am Could Revolutionize Customer Engagement
  • 7. Top Contact Center Analysts Dean Bubley Founder, Disruptive Analysis Focus: Wireless, Mobile, Internet, & Telecom Web: http://disruptivewireless.blogspot.co.uk/ @disruptivedean Apple and Microsoft are perhaps delaying WebRTC (or seem a bit ambivalent), in part because they want to cherry-pick certain voice/video use-cases for their own branded applications, adding value to hardware devices like phones, wearables and game consoles as well as directly monetising via their enterprise activities. Google seems less-concerned (or perhaps less-capable) of deriving revenue from communications products directly. “ Recommended Reading: • How Fast will WebRTC go Mainstream? And will it be "Beyond the Browser"? • 2014 Edition - WebRTC Market Status & Forecasts Report (paid)
  • 8. Top Contact Center Analysts Keith Dawson Practice Leader, Customer Engagement, Ovum Focus: Contact Center Technologies & Customer Experience Web: Ovum.com @keithdawson … the dark pool of customer interactions … is the tip of the iceberg. Understanding how customers are engaging requires a great deal more data gathering, analysis, and coordination between service, sales, and marketing departments. “ Recommended Reading: • Customer Experience Is Getting Weird...Fast • An Optimal-channel Interaction is Better than a Multichannel One
  • 9. Call-Back Software for the Call Center Replace hold-time with a call-back on all channels. In-Call Rescue Mobile Rescue Web Rescue
  • 10. Top Contact Center Analysts Lisa Durant Research Analyst, Nemertes Research Focus: Contact Center & Unified Communications Web: www.nemertes.com/analysts/lisa-durant @LisaEDurant With 52% of companies using IP Automatic Call Distributors (ACDs) and another 38% using mixed IP/TDM ACD platforms, it’s safe to say that IP ACDs are becoming commonplace. Most (78%) of those organizations using TDM or IP/TDM mix ACDs plan to have fully migrated to an IP ACD by the end of 2015. “ Recommended Reading: • The IP Contact Center Goes Mainstream (free registration) • Multitasking Employees are Changing Unified Communication and Collaboration (free registration)
  • 11. Top Contact Center Analysts Donna Fluss President, DMG Consulting LLC Focus: Contact Center, Back-Office, Analytics Web: http://www.dmgconsult.com/ @DMGConsultLLC The outbound market is undergoing a renaissance. Outbound dialers are being replaced with a new generation of robust omnichannel customer engagement solutions. These outbound solution suites are capable of driving intelligent, personalized, relevant, and regulatory-compliant multichannel and cross-channel communications that are having a positive impact on profitability. “ Recommended Reading: • Virtual Queuing Product Report (from 2011, but still worth reading - requires registration) • Outbound Solutions Engage Customers and Enhance Relationships
  • 12. Top Contact Center Analysts Paul Greenberg President, The 56 Group, CRM and SCRM Author Focus: CRM, Social CRM, & Customer Service Web: http://the56group.typepad.com/ @pgreenbe Customer's voices, amplified by social media, now trump even the cleverest of marketing. Combine that with a massive surge towards subscription and freemium models, increasing saturation of digital marketing channels, increased competition and decreasing customer loyalty, and you have the recipe for an era where users, not brands, wield unprecedented power. “ Recommended Reading: • CRM Watchlist 2014 Winners • The Era of the Entitled Customer: A Recipe for Creating Amazing Customer Experiences
  • 13. Top Contact Center Analysts Ian Jacobs Senior Analyst, Forrester Focus: Customer Experience Technologies Web: https://www.forrester.com/Ian-Jacobs @iangjacobs Although the contact center was born and raised in the telephony world, it looks to be spending its dotage trying to handle consumers’ growing preferences for communication channels such as web chat, SMS, social media, email, and eventually video. For contact center pros, these digital channels present a particularly thorny problem because… marketing and strategy teams have staked their claim to ‘owning’ many of these emerging channels, despite the fact that customer service requests come in via these channels in ever-increasing volumes. “ Recommended Reading: • Market Overview: Workforce Optimization Solutions (subscribers only) • In Customer Service, the Fundamental Things Apply
  • 14. Top Contact Center Analysts Nancy Jamison Principal Analyst, Frost and Sullivan Focus: Contact Center, Speech Tech, & Social Media Web: www.frost.com @nancyjami Customers are dictating the transformation of contact centers and companies are responding by stepping up from a multi-channel approach to omni-channel engagement, which is vital to seamlessly interact with customers from channel to channel without loss of interoperability or history. “ Recommended Reading: • Scalability and an Omni-Channel Experience Precipitates Interest in Hosted Solutions • Frost & Sullivan Applauds Interactive Intelligence's R&D- and Marketing-Driven Rapid Growth in the Cloud-Based Contact Center Solutions Market
  • 15. Adding Call-Backs the Easy Way Ring! A happy caller is connected. Customer dials in, hears option to “Press 1 for a call-back.” Customer relaxes while Fonolo waits on hold. Fonolo’s cloud-based solution easily hooks into your existing call center infrastructure, with minimal impact to your business processes.
  • 16. Top Contact Center Analysts Drew Kraus Research VP, Gartner Focus: Call Center Infrastructure & Cloud-Based Solutions Web: www.gartner.com/AnalystBiography @Gartner_inc In 2010, only 5% of organizations took advantage of social/collaborative customer action to improve service processes; however, customer demand and heightened business awareness is making this a top issue… “ Recommended Reading: • The CRM Perspective on Leveraging Digital Technologies to Create a Customer-Centric Enterprise • Use of Social CRM for Customer Service Will Grow Rapidly Over the Next Two Years
  • 17. Top Contact Center Analysts Irwin Lazar VP and Service Director, Nemertes Research Focus: Unified Communications & Contact Center Web: www.nemertes.com/analysts/irwin-lazar @imlazar Today we communicate with our merchants via a variety of means – Facebook, Twitter, chat, maybe even video, in addition to voice… Harmonization between these isolated customer engagement … as new platforms continue to emerge ….including Moxie, Oracle’s Right Now, and Salesforce.com’s Service Cloud compet[ing] with the more traditional CRM vendors including Aspect, Avaya, Cisco, and Genesys. “ Recommended Reading: • Rethinking the Contact Center • The Journey to the Genesys Cloud
  • 18. Top Contact Center Analysts Kate Leggett VP, Principal Analyst, Forrester Research Focus: Customer Service: Trends, Research, & Technology Web: forrester.com/kate_leggett @kateleggett 67% of US online consumers say they've had unsatisfactory service interactions in the past 12 months… This is because companies need a variety of queuing and routing, CRM and WFO software to support end-to-end operations - software procured from a number of different vendors. … un-integrated components restricts contact center managers from obtaining a full, multichannel view of customer interactions, makes it difficult to configure more effective rules for contact flow, and ultimately impacts the quality of service delivered. “ Recommended Reading: • Transform The Contact Center For Customer Service Excellence (free registration) • Vendors Battle For The Heart Of The Contact Center
  • 19. Top Contact Center Analysts Michael Maoz VP, Customer Strategies, Gartner Focus: Cloud Apps, Social Media, & Mobility Web: blogs.gartner.com/michael_maoz/ @mimaoz [This] is our second year of replacing that fragile raft 'Contact Center' with the more comprehensive “Engagement Center” that embraces social media and an increasingly mobile customer looking for automated (yet highly intuitive and intentional) messages from the enterprise. “ Recommended Reading: • Weak Mobile Customer Service Is Harming Customer Engagement (paid) • Behind the Magic of the CRM Customer Engagement Center MQ, 2014
  • 20. Top Contact Center Analysts Sheila McGee-Smith President and Principal Analyst, McGee-Smith Analytics Focus: Contact Center & Enterprise Communications Web: www.mcgeesmith.com @mcgeesmith Creating a better customer experience is not just about providing context to an agent--heck, a screen-pop can do that. Better customer experience is about understanding what is going on with the customer and having a rules engine that can trigger different ways to resolve the customer concern. “ Recommended Reading: • The Blurring Line Between CRM and Contact Center Software • CMO Andy Cunningham's Mission: Make Avaya Cool
  • 21. Fonolo Success Story “We were able to deploy Fonolo in just 15 days…we saw an immediate impact on our abandonment rate… on our busiest days it was down 33%.” Watch the video: Read the case study:
  • 22. Top Contact Center Analysts Dave Michels President, TalkingPointz Focus: Cloud Services, SMB Voice, & Unified Communications Web: http://www.talkingpointz.com @davemichels Modern communications are much less about features, and much more about flexibility. Applications are, of course, still critically important, but they should be evaluated from a toolbox perspective because what you think you need today almost certainly is not what you will need tomorrow. “ Recommended Reading: • Business Models Disrupted by the Cloud • Moving to the Cloud Means Offloading Risk • Apps with a Voice
  • 23. Top Contact Center Analysts Dan Miller Senior Analyst & Founder, Opus Research Focus: Conversational Commerce & Voice Biometrics Web: OpusResearch.net @dnm54 Customers equate ‘service quality’ with quick resolution of their problems by a live agent. If they are put on hold, confronted with confusing options or delivered to an individual who is not up-to-speed with their requirements, they think less of your company and its brand. “ Recommended Reading: • Aspect Mobility Suite Debuts to Support Intelligent Assistance Across Multiple Channels • How Hyatt Hotels Delivers Intuitive Customer Service with an Intelligent Assistant (video)
  • 24. Top Contact Center Analysts Blair Pleasant Pricipal Analyst, Commfusion Focus: Call Center, Unified Communications, & Collaboration Web: www.commfusion.com @blairplez Social channels are by their nature public, and interactions over social media can be viewed by anyone and everyone. A poor customer service experience can be viewed by hundreds, or thousands of people. Finding the right agents with the right skills to interact with customers in this public forum is essential. Where possible, social customer care interactions should be handled by specialized social customer agents who are specially trained and skilled for social media. “ Recommended Reading: • Why We Need True MultiChannel Contact Centers • Revisiting Social Customer Care
  • 25. Top Contact Center Analysts Art Rosenberg Principal Analyst, The Unified-View Focus: Call Center, Voicemail, & Unified Communications Web: http://www.ucstrategies.com/ @artrosenberg As much as business communications are still in a state of transition from legacy, location-based telephony just between people to new, mobile, multimodal interactions between people and self-service online apps, there is a need to accommodate both old and new forms of accessing live assistance. The key to customer satisfaction is not necessarily just to reduce the actual wait time, but also to let the customer do other things before it is time to interact with a live person, commonly known as “virtual queuing” with callbacks. “ Recommended Reading: • Users Need UC Choice in “Mobile App” Interfaces • WebRTC “Click-for assistance” Will Pay Off For Customer Satisfaction
  • 26. Top Contact Center Analysts Art Schoeller Principal Analyst, Forrester Research Focus: Unified Communications & Call Center Technology Web: Forrester.com @forrester [UC deployments] fail because users can ignore you and you lose the benefits … You have to establish and [invest] in a change-management program. “ Recommended Reading: • Build An Outside-In Contact Center Road Map (subscribers only) • Mind The Gap When Organizing To Support Contact Center Applications (subscribers only)
  • 27. Top Contact Center Analysts Paul Stockford Owner, Saddletree Research Focus: Contact center, CRM, & Social Media Web: www.saddletreeresearch.com @paulstockford Omnichannel customer engagement means the customer’s entire journey is tracked across channels in order to create a consistent, optimized experience... The net result is a comprehensive view of the customer journey from end-to-end…Given the evolution of customer preferences and expectations…omnichannel is no longer a contact center option, it’s a necessity. “ Recommended Reading: • Contact Center Mobility from the Inside Out • Customer Experience Metrics, Cloud Delivery Drive WFM Demand • The Omnichannel Evolution: Driving Customer Experience Optimization
  • 28. The Executive Guide to Improving 6 Call Center Metrics Measuring and improving call center metrics can be a pain point for executives. Download our free guide to help you improve 6 key call center metrics for better performance and future success. What’s Inside: • Customer Satisfaction • Service Level • First Call Resolution • Average Handle Time • Plus so Much More! Download Now Follow us! @fonolo