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Today’s customers frequently use two or three communication channels, such as phone, email, social, mobile applications and Web, when engaging with businesses. However, the failure by companies to combine customer insight across all customer channels results in missed opportunities to improve business performance and gain competitive information. Although social channels are newer and contain a wealth of customer insight, they are often not integrated with other customer data sources. Due to this lack of comprehensive multichannel customer reporting companies often duplicate support processes and fail to take advantage of their existing workflows established with their traditional contact center operations. Lack of a holistic customer view affects marketing, sales, and service departments and may delay critical decisions regarding product positioning and service offerings.
Analyst Blog
Many IT execs that I meet are actively considering deploying Unified Communications (UC) Cloud solutions for voice, video, conferencing, messaging, and collaboration services. Virtualizing your UC communication infrastructure provides an affordable option for upgrades and frees your IT staff to focus their attention on other critical areas. While Cloud UC benefits, such as cost saving, convenience and faster deployment, are attractive alternatives for premise UC solutions, not all service providers are equal in their service delivery. Before you move ahead with a vendor’s UC cloud proposal, it is important to fully understand the strengths and weaknesses of their cloud platform.
Analyst Blog
Siemens Enterprise Communications announced a new global distribution agreement with inContact, a cloud-based call center software provider to privately label, resell and support inContact solutions with a $24M equity investment.
Analyst Blog
Customer support rules are rapidly changing, as unprecedented numbers of customers use social media channels to express options, seek assistance and purchase products. Customers have quickly adopted Facebook, Twitter and Google, as their primary means for gathering information regarding a company’s products and services. In many cases social media customers receive support from multiple departments within a company but are isolated from the contact center.
Analyst Blog
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This initial Constellation Research supply chain report focuses on supply chain synergy, summarizing a significant body of work. The second report in this series will include real world pilot examples and direct improvement results. Questions about the types of supply chain synergy present in supply chains as well as the Supply Chain Synergy Indicators that identify these synergies will be answered.
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In a survey of 79 enterprise CIOs in 2H 2010, Constellation Research uncovered the priorities for these next-generation of business savvy CIOs.
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The huge rise in customers who now use social networking sites and mobile commerce (m-commerce) for business transactions has created a customer support gap. Many companies have social media presence on sites such as Twitter and Facebook and create mobile applications but have not set up the infrastructure to deliver the same level of customer support as its more traditional communication channels. Without integrated customer service support for social media and mobile commerce, customers will grow frustrated with their social communication experiences. It is important for companies to fully embrace these newer channels by taking the lead in not only addressing the marketing aspects, but also in developing integrated support to ensure customers receive consistent treatment and quality problem-resolution over their social media and m-commerce communication channels.
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This report discusses the factors businesses should consider when moving some or all of their UC applications to the cloud.
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Whether driven by emerging regulations, cost, stockholder concerns, or customer demand, this overview will help the reader to:
Understand your enterprise energy/carbon measurement, management, and reporting requirements and goals.
Identify relevant products and vendors to meet your requirements.
Identify trends that may impact your planning assumptions and buying decisions.
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In the next few years, HR organizations have an unprecedented opportunity to put themselves on the map as vital business advisors, addressing critical people-oriented issues that affect company performance. By taking 4 key steps, HR leaders can position themselves to deliver direct business value:
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This market overview provides a starting point to SAP customers seeking optimization solutions. The document delivers actionable advice and insights into a proven collection of software solutions. As part of the full series, best practices documents will follow with in- depth case studies and a critical product evaluation of this growing market of SAP optimization solutions.
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In the new world, the traditional CIO is under pressure to respond as four personas of the new CIO emerge: Chief Infrastructure Officer, Chief Integration Officer, Chief Intelligence Officer, and Chief Innovation Officer. In a survey of 79 enterprise CIOs in 2H 2010, Constellation Research uncovered the priorities for these next generation CIOs.
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Unified Communications (UC) provides users with the ability to communicate more quickly and to access applications that improve their business processes. But Pricing has been more ‘muddy’ than ‘crystal clear’ for Unified Communications (UC) and IP Telephony upgrades during the last few years.
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Organizations continue to face an onslaught of business requirements that their existing ERP systems can no longer address. Stuck in the past century, these ERP systems are expensive to run, difficult to upgrade, and impossible to modify for today’s fast changing requirements. Two-tier ERP has emerged as a strategy to enable legacy optimization while reinvigorating the organization’s existing ERP systems. Abundant case studies show success with four common two-tier ERP strategies.
Open Research
By Phil Fersht, Dennis Howlett, Elizabeth Herrell, Esteban Kolsky, Maribel Lopez, Vinnie Mirchandani, Sameer Patel, Frank Scavo, Alan Silberberg, Brian Solis, and R “ Ray” Wang
Organizations Seek Measurable Results In Disruptive Tech, Next Gen Business, And Legacy Optimization Projects For 2011