Constellation ShortList™ Customer Service and Contact Center Software

Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList™ for Customer Service and Contact Center Software. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation to provide the best capabilities to drive leading customer service.

The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. This Constellation ShortList of vendors for a market category is compiled through conversations with early adopter clients, independent analysis, and briefings with vendors and partners.

Customer service and contact center software helps solve customer challenges faster by offering the right tools and support, regardless of channel or device (e.g., phone, tablet, email, chat, text, website, Facebook, other social networks). These offerings can effectively manage inbound communication for increased first-contact resolution, in addition to providing co-browse capabilities to allow visual communication for quicker query resolution. Additionally, they can support the reduction of cart abandonment and increase customer satisfaction with in-cart assistance. This type of software provides personalized care through the use of analytics, offering insight into customers’ behaviors for relevant, contextualized service that can predict future needs. Companies can identify new opportunities by integrating these customer insights into their companies’ innovation processes.

The software also creates seamless, online experiences with a knowledge base that learns from every interaction, enabling them to match content to consumer intent, which results in higher conversion rates. The top solutions also provide smart customer self-service, allowing customers to help themselves by fostering peer-to-peer support communities and eliminating the need to reach out to the contact center.

Constellation considers the following key criteria for these solutions: Self-service capabilities, case management, natural language processing for knowledge management and search, omni-channel and device customer journeys, mobile customer service and self service, queuing and routing, workforce optimization, predictive and prescriptive rules and advice, next-best action, natural scripting, customer feedback collection capabilities, IVR, visual IVR, inventory optimization, mobile enablement, social and digital engagement simplified user design (UX/UI), reporting and customer analytics, integration to IoT (Internet of Things) platforms and devices, data dashboard and data visualization.

Each Constellation ShortList evaluation will be updated every 90 days as needed. Constellation clients may work with the analyst and research team to conduct a more thorough discussion of this ShortList. Constellation can also provide guidance in vendor selection and contract negotiation.

The ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share and internal research. The Shortlist includes:

  • Aspect
  • Avaya
  • Cisco
  • Genesys
  • inContact
  • Interactive Intelligence
  • Oracle
  • Salesforce
  • Verint.

For more information about the ShortList, please visit the Constellation Research site.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer Facing Applications.

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Constellation ShortList™ for Digital Performance Management

Digital Performance Management provides companies with the analytics to determine if their customer experience is optimized. The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. This Constellation ShortList of vendors for a market category is compiled through conversations with early adopter clients, independent analysis, and briefings with vendors and partners.

Mastering digital performance management (DPM) is one of the leading challenges of the digital economy. Often referred to as application performance management (APM), it requires a joint effort between many functional departments, such as marketing, sales, customer service, e-commerce and IT. It is no longer just about IT looking at the performance of the technology stack or the management of the infrastructure or cloud that delivers customer experience.

Today, it’s about the collaboration between the lines of business and IT to measure and manage the end-to-end transaction delivery and translate it into actionable information that a brand can use to optimize customer experience, as well as the performance of the technologies used to deliver it. When DPM is optimized, companies can deliver an engaging digital experience, maximize revenue and improve brand loyalty. DPM vendors help both the business and engineering teams to not only define conversion and revenue goals but also make sure they are reached.

They make sure the application’s performance doesn’t become a roadblock to optimal customer experiences and reaching business metrics, including conversion rates, high availability and high user experience indexes. The goal is to monitor and measure to eliminate all revenue barriers with a strong focus on digital performance to ensure that the road to conversion is quick and easy; the customer experience is smooth; and customers remain loyal as a result.

Constellation considers the following criteria for these solutions:

  • Monitoring of each customer’s journey and business transactions, using intelligent analytics
  • Proactive application monitoring for quick problem resolution and maximum availability
  • Full insights into each customer’s journey to make better business decisions
  • Connect the dots between customer experience, application performance and business outcomes
  • Full technology stack monitoring with deep operational insights into the user’s application environment
  • Big data monitoring and data visualization
  • Mobile application monitoring
  • Cloud, server and mainframe monitoring
  • Load testing, virtualization and network monitoring
  • Customer behavior analytics.

Constellation evaluates over 25 solutions categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share and internal research. These are the best-of-breed vendors that provide applications and services without bundling into another platform:

  • APM+
  • AppDynamics
  • Dynatrace
  • NeoSense
  • Oracle
  • SAP
  • SOASTA.

For more information, please see the Constellation Research website.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer Facing Applications

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