Customer Experience - Ventana Research

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font-size: 44px;"><strong>Customer Experience</strong></span></h1> </div> </div> </div> </section> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-5 dnd-section"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd_area-module-3-flexbox-positioning dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-3" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-3 .anchors_module { width:1920px; max-width:100%; padding:0; } #hs_cos_wrapper_dnd_area-module-3 .anchors_module ul { margin:0; padding:0; list-style:none; display:flex; justify-content:space-between; } #hs_cos_wrapper_dnd_area-module-3 .anchors_module ul li { width:100%; display:inline-flex; height:fit-content; } #hs_cos_wrapper_dnd_area-module-3 .anchors_module ul li a { color:#fff; padding:0.5em 0; width:100%; background:#13314A; text-align:center; font-size:16px; line-height:1.5; font-weight:300; } #hs_cos_wrapper_dnd_area-module-3 .anchors_module ul li a:hover { background:#CC6227; transition:background .3s; color:#fff; } @media (max-width:767px) { #hs_cos_wrapper_dnd_area-module-3 .anchors_module ul { justify-content:center; flex-wrap:wrap; } #hs_cos_wrapper_dnd_area-module-3 .anchors_module ul li { width:100%; max-width:100%; } } </style> <section id="dnd_area-module-3" class="anchors_module"> <div class="container-fluid p-0"> <ul> <li> <a href="#latestnews"> Latest News & Research </a> </li> <li> <a href="#focus"> Focus Areas </a> </li> <li> <a href="#research"> Content </a> </li> <li> <a href="#awards"> Awards </a> </li> <li> <a href="#calendar"> Market Agenda Calendar </a> </li> <li> <a href="#coverage"> Vendor Coverage </a> </li> </ul> </div> </section></div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-6 dnd-section dnd_area-row-4-max-width-section-centering dnd_area-row-4-padding"> <div class="row-fluid "> <div class="span8 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="8"> <div class="row-fluid-wrapper row-depth-1 row-number-7 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-5" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module widget-type-rich_text widget-type-rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><span id="hs_cos_wrapper_dnd_area-module-5_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rich_text"><h2 style="text-align: left;">Our Expertise</h2> <div style="border-left: 10px solid #255A89;"> <p style="margin-left: 15px;">Providing a satisfactory customer experience continues to be a top priority for leading organizations, but increasingly they are realizing that they cannot do so while continuing to rely on their CRM investment and existing processes and technology. Current tools used to manage marketing, sales and customer service activities are focused on internal efficiency and do not deliver the experience expected by customers along their entire journey of engagement with an organization. New digital technologies are changing how customer agents are managed and how they execute their tasks, enabling simpler yet more effective interactions with contact centers and placing more intelligence in customer experience processes. These new technology tools are making it possible to more effectively understand the complete voice of the customer, renovate digital commerce systems and enable a more effective digital subscription model. <br><br><span>ISG Software</span> Research offers research-based guidance on helping organizations adapt to the new generation of customer experience processes and systems to achieve the highest possible levels of satisfaction. Evaluating and ensuring your organizational customer experience readiness is essential to your success and profitability. We can help.<br><br></p> <h4 style="margin-left: 15px;"><a href="#ready-to-start" rel=" noopener">Contact us to learn more.</a></h4> </div></span></div> </div> </div> </div> </div> <div class="span4 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="8" data-w="4"> <div class="row-fluid-wrapper row-depth-1 row-number-8 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-7" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-7 .team-member figcaption ul { display:flex; flex-direction:column; } @media (max-width:1000px) and (min-width:768px) { #hs_cos_wrapper_dnd_area-module-7 .team-member { width:120px; } } @media (max-width:919px) and (min-width:800px) { #hs_cos_wrapper_dnd_area-module-7 .team-member { margin-left:135px; } } @media (max-width:799px) and (min-width:768px) { #hs_cos_wrapper_dnd_area-module-7 .team-member-name { margin-left:0px; } #hs_cos_wrapper_dnd_area-module-7 .team-member { margin-left:110px; } } @media (max-width:767px){ .custom-member-quoteBlock{ margin:0px auto; } } </style> <section id="dnd_area-module-7" class=""> <div class="custom-member-quoteBlock"> <div class="quote-box proper"> <img class="quote-image" src="https://research.isg-one.com/hubfs/Website_Files/Icons/Quote.svg" alt="Quote.svg"> <div class="quote-text-alt"><br>By 2027, one-half of organizations will focus on customer value and loyalty as the key metrics defining success in customer relationships.</div> </div> <div class="team-member" style="display: inline-block"> <figure> <img src="https://research.isg-one.com/hubfs/Dawson.Keith%20Pic.Circle.png" alt="Keith Dawson"> <figcaption> <ul> <li><a target="_blank" href="https://keithdawson.ventanaresearch.com/"><i class="fa fa-rss fa-2x"></i></a></li> <li><a target="_blank" href="https://twitter.com/kdawsonVR"><i class="fa fa-twitter fa-2x"></i></a></li> <li><a target="_blank" href="https://www.linkedin.com/in/keith-dawson-b17b71/"><i class="fa fa-linkedin fa-2x"></i></a></li> <li><a target="_blank" href="mailto:keith.dawson@isg-one.com"><i class="fa fa-envelope fa-2x"></i></a></li> </ul> </figcaption> </figure> </div> <div class="team-member-name"> <h4 style="margin-bottom: 5px;">Keith Dawson</h4> <p class="medium">Director of Research<br>Customer Experience</p> </div> </div> </section> </div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-9 dnd-section dnd_area-row-5-max-width-section-centering"> <div class="row-fluid "> <div class="span12 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="row-fluid-wrapper row-depth-1 row-number-10 dnd-row dnd_area-column-8-row-0-padding"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-9" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <section id="dnd_area-module-9" class="assertions"> <div class="container"> <div class="contents slider_outer"> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Digital_Channel_Interaction_1_S.webp" alt="By 2027, more than 80% of customer interactions will be primarily handled using digital channels. 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">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Automated_Interactions_2_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Automated_Interactions_2_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Data_Mgmt_Strategies_3_S.webp" alt="By 2026, two-thirds of enterprises will have projects underway to unsilo the sources of customer information, spurring discussions between IT and CX professionals on data management strategies.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Data_Mgmt_Strategies_3_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Data_Mgmt_Strategies_3_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Optimize_Customer_Engagement_4_S.webp" alt="Through 2028, the establishment of CX application suites on a common platform will become the focal point of the drive to optimize customer and organization engagement. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Optimize_Customer_Engagement_4_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Optimize_Customer_Engagement_4_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Customer_Value_Metrics_5_S.webp" alt="By 2027, one-half of organizations will focus on customer value and loyalty as the key metrics defining success in customer relationships.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Customer_Value_Metrics_5_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Customer_Value_Metrics_5_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Elevated_CX_Shortfall_6_S.webp" alt="By 2028, one-half of enterprises that elevated CX to the C-level will determine that the initial roles and responsibilities of those executives were not defined clearly enough to demonstrate conclusive results.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Elevated_CX_Shortfall_6_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Elevated_CX_Shortfall_6_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_AI_Stack_Integration_7_S.webp" alt="Through 2027, AI will have become integrated by default into the base of the CX tech stack, enhancing a wide range of apps including contact center agent management, field service and marketing (analytics and lead scoring).">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_AI_Stack_Integration_7_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_AI_Stack_Integration_7_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_CX_GenAI_Tools_52_S.webp" alt="By 2027, customer experiences will be largely driven by processes controlled by automated GenAI tools. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_CX_GenAI_Tools_52_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_CX_GenAI_Tools_52_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Personalized_AI_CX_53_S.webp" alt="By 2027, most enterprises will provide personalized customer experiences using AI as part of a broad CX platform. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Personalized_AI_CX_53_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Personalized_AI_CX_53_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_CCO_CX_Authority_54_S.webp" alt="By 2027, many enterprises that appointed Chief Customer Officers to oversee CX will realize that those executives have not been given enough authority across teams to implement needed changes.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_CCO_CX_Authority_54_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_CCO_CX_Authority_54_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Automated_CX_Processes_55_S.webp" alt="By 2028, CX processes will be largely automated using a combination of AI and no-code manual tools. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Automated_CX_Processes_55_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Automated_CX_Processes_55_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Conversational_AI_Self-Service_75_S.webp" alt="By 2028, use of conversational AI for self-service will be nearly universal. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Conversational_AI_Self-Service_75_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Conversational_AI_Self-Service_75_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Software_Managing_CX_81_S.webp" alt="By 2028, software for managing customer experiences will focus on automating cross-departmental processes that touch customers. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Software_Managing_CX_81_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Software_Managing_CX_81_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Software_Value_Expense_82_S.webp" alt="By 2027, most large enterprises will use customer experience software to maximize customer value and minimize the expenses associated with service reps. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Software_Value_Expense_82_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CX_Software_Value_Expense_82_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_AI_Predictive_Routing_8_S.webp" alt="By 2027, three-quarters of contact centers will have introduced multiple GenAI applications into their service processes for routing, chatbots and agent assistance. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_AI_Predictive_Routing_8_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_AI_Predictive_Routing_8_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_Data_Silos_9_S.webp" alt="Through 2026, one-half of enterprises will still have data silos in their contact centers that prevent them from achieving a complete view of the customer.  ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_Data_Silos_9_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_Data_Silos_9_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_Cloud_Migration_10_S.webp" alt="By 2027, 6 in 10 enterprises will have moved all or part of their contact center technology into the cloud to attain greater flexibility and scalability.  ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_Cloud_Migration_10_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_Cloud_Migration_10_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_Revenue-Centric_Metrics_11_S.webp" alt="By 2026, three-quarters of organizations will apply revenue-centric metrics to contact center operations to better understand how service operations contribute to profitability. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_Revenue-Centric_Metrics_11_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/VR_2024_Assertion_ContactCenter_Revenue-Centric_Metrics_11_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Resource_Provisioning_12_S.webp" alt="By 2027, the distinction between on-premises and cloud-based provisioning of contact center resources will be a peripheral concern for most organizations.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Resource_Provisioning_12_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Resource_Provisioning_12_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Digital_Comms_Priority_13_S.webp" alt="By 2026, most enterprises will identify digital communications needs as a priority for their contact centers over voice technologies.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Digital_Comms_Priority_13_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Digital_Comms_Priority_13_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Knowledge_Managment_GenAI_56_S.webp" alt="By 2028, 80% of contact centers will overhaul their knowledge management tools and processes, largely to serve the requirements of GenAI applications. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Knowledge_Managment_GenAI_56_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Knowledge_Managment_GenAI_56_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Voice_Channels_Specialized_57_S.webp" alt="By 2027, the voice channel in contact centers will be reserved for specialized customer interactions and high touch situations. Centers will slowly stop focusing purchasing on the voice ACD.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Voice_Channels_Specialized_57_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Voice_Channels_Specialized_57_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_AI_Agent_Evaluation_58_S.webp" alt="By 2027, quality evaluations of contact center agents will be handled by automated AI systems, freeing managers to provide more targeted coaching and feedback.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_AI_Agent_Evaluation_58_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_AI_Agent_Evaluation_58_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_CRM_CXM_Purchase_74_S.webp" alt="By 2028, one-half of the contact centers that replace their core platforms will focus that purchase around data tools like CRM or CXM rather than the voice routing engine. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_CRM_CXM_Purchase_74_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_CRM_CXM_Purchase_74_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_On-Premises_Call_Routing_83_S.webp" alt="By 2028, the majority of existing on-premises-based call routing systems will have reached vendor end-of-life status.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_On-Premises_Call_Routing_83_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_On-Premises_Call_Routing_83_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Interactions_AI_Self-Service_84_S.webp" alt="By 2028, most customer interactions will be completely contained within an AI-based self-service system.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Interactions_AI_Self-Service_84_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_ContactCenter_Interactions_AI_Self-Service_84_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Training_Budgets_14_S.webp" alt="By 2026, two-thirds of contact centers will have increased their budgets for training and coaching due to the rigors of managing work-from-home agents and the increasing complexity of agented interactions. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Training_Budgets_14_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Training_Budgets_14_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Formation_of_VoA_15_S.webp" alt="Through 2027, one-third of enterprises will establish a formal Voice of the Agent (VoA) program, letting them see agent satisfaction through analysis of interactions with customers. Many more will do this informally. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Formation_of_VoA_15_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Formation_of_VoA_15_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Post-Pandemic_Agent_Experience_16_S.webp" alt="By 2027, three-quarters of contact centers will be staffed by agents that have little experience with pre-pandemic workplace norms.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Post-Pandemic_Agent_Experience_16_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Post-Pandemic_Agent_Experience_16_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Agent_Training_17_S.webp" alt="By 2026, agent training and skill development will be primarily self-directed, using automated scheduling and AI assessments.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Agent_Training_17_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Agent_Training_17_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Agent_Value_Capture_18_S.webp" alt="By 2027, three-quarters of organizations will automatically evaluate data to capture all sources of value an employee contributes to customer value and loyalty.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Agent_Value_Capture_18_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Agent_Value_Capture_18_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_GenAI_Replaces_Evaluations_59_S.webp" alt="By 2027, GenAI technology will substantially replace manual performance evaluations for contact center agents. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_GenAI_Replaces_Evaluations_59_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_GenAI_Replaces_Evaluations_59_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Agent_Recruiting_60_S.webp" alt="By 2028, contact centers will need to use AI for interviewing and recruiting agents in order to fill ranks across wider geographies.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Agent_Recruiting_60_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Agent_Recruiting_60_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Guidance_Cost_73_S.webp" alt="By 2027, improvements in AI-based agent guidance will enable lower-skilled agents to handle harder problems, reducing overall labor costs. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Guidance_Cost_73_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Guidance_Cost_73_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Remote_Agent_Supervision_76_S.webp" alt="Through 2026, the contact center agent population will be primarily remote, forcing businesses to adopt new tools for supervisors to maintain visibility into agent activities. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Remote_Agent_Supervision_76_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Remote_Agent_Supervision_76_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Interactions_Screened_AI_85_S.webp" alt="By 2028, nearly all customer interactions will be screened by AI for quality and agent performance.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Interactions_Screened_AI_85_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_Interactions_Screened_AI_85_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Guidance_Agents_86_S.webp" alt="By 2027, most contact center agents will be assisted in real time by automated AI guidance.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Guidance_Agents_86_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_AgentMgmt_AI_Guidance_Agents_86_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_AIML_VoC_Analytics_19_S.webp" alt="By 2026, one-half of enterprises will have enhanced their Voice of the Customer (VoC) data analytics beyond surveys to GenAI analysis of spoken recordings and text interactions. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_AIML_VoC_Analytics_19_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_AIML_VoC_Analytics_19_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_VoC_Org_Types_20_S.webp" alt="By 2026, one-half of organizations’ marketing departments will be larger users of Voice of the Customer (VoC) analytics than contact centers, using behavioral insights to target customers. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_VoC_Org_Types_20_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_VoC_Org_Types_20_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_VoC_Analysis_Shift_21_S.webp" alt="By 2026, one-third of organizations will rely more on analysis of passively collected data than direct survey feedback for insight into the Voice of the Customer (VoC).  ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_VoC_Analysis_Shift_21_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_VoC_Analysis_Shift_21_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_SMB_Experience_Challenge_22_S.webp" alt="Through 2027, one-half of SMB-sized enterprises will not have the ability to monitor and optimize experiences across interaction channels.  ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_SMB_Experience_Challenge_22_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_SMB_Experience_Challenge_22_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Sentiment_Analytics_23_S.webp" alt="Through 2027, automated analytics technologies will become better at determining customer intent and sentiment than customers’ own reporting through surveys.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Sentiment_Analytics_23_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Sentiment_Analytics_23_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Customer_Feedback_Personalization_77_S.webp" alt="By 2026, more than one-half of enterprises will use customer feedback data to enhance personalization of service and sales. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Customer_Feedback_Personalization_77_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Customer_Feedback_Personalization_77_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_Outbound_Messages_78_S.webp" alt="By 2027, one-third of enterprises will use customer feedback data to create proactive outbound messages for promotions and support.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_Outbound_Messages_78_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_Outbound_Messages_78_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_GenAI_Surveys_79_S.webp" alt="By 2028, consumers will be more likely to respond to customer feedback requests from GenAI bots than traditional surveys. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_GenAI_Surveys_79_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_GenAI_Surveys_79_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_Data_Integration_80_S.webp" alt="By 2027, advanced AI-powered customer feedback tools will allow for the integration of multiple threads of customer data into a holistic view of intent and sentiment. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_Data_Integration_80_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_Data_Integration_80_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_Development_QA_87_S.webp" alt="By 2027, customer feedback data will be used universally throughout enterprises for product development, quality assurance and brand building. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_Development_QA_87_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Feedback_Development_QA_87_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Customer_Sentiment_Scoring_88_S.webp" alt="By 2028, every interaction will be automatically scored for customer sentiment in real time. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Customer_Sentiment_Scoring_88_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_VoC_Customer_Sentiment_Scoring_88_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Customer_Interaction_Automation_24_S.webp" alt="By 2027, 90% of customer interactions will combine automated conversational self-service and live agents, reducing costs, time and enabling agents to focus on high-value interactions. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Customer_Interaction_Automation_24_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Customer_Interaction_Automation_24_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_SMS_Customer_Interaction_25_S.webp" alt="By 2027, 3 in 10 customer interactions will be conducted asynchronously by SMS text messaging, with the majority of those consisting of outbound promotional messaging.  ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_SMS_Customer_Interaction_25_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_SMS_Customer_Interaction_25_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Automated_CX_Workflows_26_S.webp" alt="Through 2025, organizations will work to define and optimize automated workflows for customer experience. This will tie back- and front-office workers together and enhance the service experience. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Automated_CX_Workflows_26_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Automated_CX_Workflows_26_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Interaction_Capture_Resolution_27_S.webp" alt="By 2027, 60% of customer interactions will be fully captured and resolved within automated self-service channels, expanding to three-quarters by 2030.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Interaction_Capture_Resolution_27_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Interaction_Capture_Resolution_27_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Chat_Transactions_28_S.webp" alt="Through 2026, one-quarter of organizations will have deployed advanced transaction processing and purchasing systems within their primary customer-facing chat channels.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Chat_Transactions_28_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Chat_Transactions_28_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_AI_Knowledge_Mgmt_29_S.webp" alt="By 2027, one-third of mid-sized enterprises will have deployed AI-based knowledge management systems for the dual purpose of assisting agents in real time and boosting customers’ use of self-service.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_AI_Knowledge_Mgmt_29_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_AI_Knowledge_Mgmt_29_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Chatbot_Analytics_30_S.webp" alt="By 2027, AI chatbots will be the default mode of starting service interactions, making it easier for CX teams to derive value from analytics. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Chatbot_Analytics_30_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Chatbot_Analytics_30_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Conversational_AI_Systems_61_S.webp" alt="By 2028, most customer communications, both inbound and outbound, will be created and overseen by conversational AI systems. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Conversational_AI_Systems_61_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Conversational_AI_Systems_61_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_AI_Agent_Interactions_62_S.webp" alt="By 2028, the contact center use of AI in self-service and agent guidance applications will transform the role of the agent into a high-touch concierge for valuable interactions.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_AI_Agent_Interactions_62_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_AI_Agent_Interactions_62_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Web_Search_Collaboration_70_S.webp" alt="By 2027, it will be standard practice for marketing and service teams to collaboratively evaluate whether the design of web resources aid or hinder customers' search for help. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Web_Search_Collaboration_70_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Web_Search_Collaboration_70_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Chatbot_Sentiment_Analysis_71_S.webp" alt="By 2026, a growing number of enterprises will train GenAI chatbots to respond to customer queries based on real-time analysis of customer sentiment.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Chatbot_Sentiment_Analysis_71_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Chatbot_Sentiment_Analysis_71_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Cost_AI_Embedding_72_S.webp" alt="Through 2026, contact center buyers will grow increasingly concerned about the cost impact of embedding AI across the CX application stack. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Cost_AI_Embedding_72_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_Self-Service_Cost_AI_Embedding_72_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Siloed_Customer_Data_31_S.webp" alt="By 2028, 8 in 10 enterprises will recognize the negative impact that siloed customer data has on creating frictionless, unfragmented customer experiences. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Siloed_Customer_Data_31_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Siloed_Customer_Data_31_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_C-Level_CX_Exec_32_S.webp" alt="Through 2027, the need for accountability in CX will spur the creation of cross-functional teams reporting to a dedicated CX executive at the C-level. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_C-Level_CX_Exec_32_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_C-Level_CX_Exec_32_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Customer_Journey_Maps_33_S.webp" alt="By 2027, one-third of enterprises will have developed initiatives to map and manage customer journeys by integrating sales, service and marketing processes.  ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Customer_Journey_Maps_33_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Customer_Journey_Maps_33_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Video_Engagement_34_S.webp" alt="By 2027, one-quarter of enterprises will offer some type of video engagement to customers during sales or service contact center interactions.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Video_Engagement_34_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Video_Engagement_34_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Stakeholder_Influence_35_S.webp" alt="By 2027, three-quarters of enterprises will have expanded the group of stakeholders influencing customer experience software buying decisions resulting in greater accountability and better resource allocation.  ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Stakeholder_Influence_35_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Stakeholder_Influence_35_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Lack_of_Visibility_36_S.webp" alt="By 2027, two-thirds of organizations will conclude they lack visibility into customer experiences, leading to initiatives to streamline analytics, performance and customer data integration. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Lack_of_Visibility_36_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Lack_of_Visibility_36_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Increased_Tech_Spend_37_S.webp" alt="Through 2027, two-thirds of enterprises will increase their spending on technology to integrate operations and processes between sales, marketing and service, aligning departments to organizational goals.  ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Increased_Tech_Spend_37_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Increased_Tech_Spend_37_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Cross-Dept_Programs_38_S.webp" alt="By 2027, one-quarter of mid-sized enterprises will determine that connecting sales and service processes via outbound and self-service technologies is a useful shortcut to cross-departmental CX programs.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Cross-Dept_Programs_38_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Cross-Dept_Programs_38_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Marketing_Tech_Influence_39_S.webp" alt="By 2027, one-quarter of purchases of contact center communications technologies will be influenced by the needs of marketing and revenue teams.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Marketing_Tech_Influence_39_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Marketing_Tech_Influence_39_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Suite_Analytic_Focus_40_S.webp" alt="By 2027, customer experience management suites will focus more heavily on their analytic capabilities than their communications tools.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Suite_Analytic_Focus_40_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Suite_Analytic_Focus_40_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Widespread_CDP_41_S.webp" alt="By 2026, customer data platforms will be widespread components of CX platforms.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Widespread_CDP_41_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Widespread_CDP_41_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Guided_Analytics_Storytelling_42_S.webp" alt="By 2026, 6 in 10 enterprises will include guided analytics processes and storytelling capabilities to help create and deliver insights for customer experience teams across departments. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Guided_Analytics_Storytelling_42_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Guided_Analytics_Storytelling_42_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Engagement_Multi-Departmental_Suites_63_S.webp" alt="By 2028, systems of record (CRM and CDPs) and systems of engagement in contact centers will have merged into multi-departmental suites.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Engagement_Multi-Departmental_Suites_63_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Engagement_Multi-Departmental_Suites_63_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Augmented_KPI_Metrics_64_S.webp" alt="By 2027, one-half of enterprises will have augmented traditional interaction-handling KPIs with metrics that more accurately reflect customer value, longevity and loyalty. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Augmented_KPI_Metrics_64_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Augmented_KPI_Metrics_64_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Interdepartmental_Multifunction_Suites_89_S.webp" alt="By 2028, enterprises will replace many CX point solutions with broad, interdepartmental, multifunction suites.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Interdepartmental_Multifunction_Suites_89_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Interdepartmental_Multifunction_Suites_89_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Outside_Providers_CX_90_S.webp" alt="By 2027, software providers from outside the contact center space will dominate the deployment of customer experience management systems.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Outside_Providers_CX_90_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_CXMgmt_Outside_Providers_CX_90_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Inadequate_Scheduling_Tools_43_S.webp" alt="Through 2027, one-third of enterprises will find that inadequate scheduling tools for field service operations has a measurable negative effect on customer satisfaction and retention. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Inadequate_Scheduling_Tools_43_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Inadequate_Scheduling_Tools_43_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_B2B_Agent_Talent_44_S.webp" alt="Through 2026, one-half of enterprises offering B2B field service will find it difficult to meet the demand for sufficient skilled agents and technicians, resulting in fragmented and unsatisfying service outcomes.  ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_B2B_Agent_Talent_44_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_B2B_Agent_Talent_44_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Unique_Industry_Tech_45_S.webp" alt="By 2028, technology for field service management will become differentiated based on the varied needs of specific industries, and of B2B and B2C use cases. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Unique_Industry_Tech_45_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Unique_Industry_Tech_45_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Video_Tech_Assistance_46_S.webp" alt="By 2027, one-third of contact centers will have deployed video technology to assist field service technicians, reducing truck rolls and reducing the cost of service.  ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Video_Tech_Assistance_46_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Video_Tech_Assistance_46_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_AI_Automation_Pilots_47_S.webp" alt="By 2026, 4 in 10 enterprises offering field service will start AI automation pilot projects to reduce dispatch requirements and proactively engage customers early in the service process.  ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_AI_Automation_Pilots_47_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_AI_Automation_Pilots_47_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Tech_Integration_Outcomes_48_S.webp" alt="Through 2026, field service outcomes will be determined by how well technology integrations deliver consistent information to third-party service or installation partners. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Tech_Integration_Outcomes_48_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Tech_Integration_Outcomes_48_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Outside_System_Integration_49_S.webp" alt="By 2027, one-third of organizations will try to integrate systems among outside partners to streamline the field service process.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Outside_System_Integration_49_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Outside_System_Integration_49_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_AI_Workflow_Automation_50_S.webp" alt="By 2026, 4 in 10 organizations will be using both AI and workflow automation to make field service more efficient and reduce repeat visits.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_AI_Workflow_Automation_50_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_AI_Workflow_Automation_50_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Mobile_Location-Aware_51_S.webp" alt="By 2027, one-half of enterprises will have enhanced the mobile and location-aware capabilities of their field service teams to reduce costs and provide better outcomes for customers.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Mobile_Location-Aware_51_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Mobile_Location-Aware_51_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Field_Service_Tools_65_S.webp" alt="By 2027, field service outcomes will be improved by greater use of tools that proactively alert customers to product problems and issues. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Field_Service_Tools_65_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Field_Service_Tools_65_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Customer_Portals_B2B_66_S.webp" alt="By 2026, customer portals will replace the use of voice calls for the majority of B2B field service inquiries.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Customer_Portals_B2B_66_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Customer_Portals_B2B_66_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Field_Service_Revenue_67_S.webp" alt="By 2028, field service operations will be seen as drivers of significant revenue for most enterprises. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Field_Service_Revenue_67_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Field_Service_Revenue_67_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_GenAI_Field_Service_68_S.webp" alt="By 2027, GenAI applications will be widely used in field service centers for both knowledge transfer and technician scheduling.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_GenAI_Field_Service_68_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_GenAI_Field_Service_68_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Field_Service_Integration_69_S.webp" alt="By 2028, 70% of enterprises providing B2B field service will have replaced their legacy systems with integrated multipurpose platforms driven by AI.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Field_Service_Integration_69_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Field_Service_Integration_69_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Remote_Sensing_Service_91_S.webp" alt="By 2028, remote sensing and IoT tools will reduce the number of onsite visits and customer calls to service centers, especially in B2B environments.">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Remote_Sensing_Service_91_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Remote_Sensing_Service_91_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> <div class="content"> <div class="img_outer">   <img class="img-fluid img_show" src="https://research.isg-one.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Technicians_Augmented_Reality_92_S.webp" alt="By 2028, most field service technicians will be using augmented reality to perform on-site service calls. ">  </div> <div class="captions"> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Technicians_Augmented_Reality_92_S.png" class="square" target="_blank">Download Square Assertion</a> <a href="https://www.ventanaresearch.com/hubfs/2024_Market_Assertions/Ventana_Research_2024_Assertion_FieldService_Technicians_Augmented_Reality_92_R.png" class="rectangle" target="_blank">Download Rectangle Assertion</a> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-11 dnd_area-row-6-padding dnd-section dnd_area-row-6-max-width-section-centering"> <div class="row-fluid "> <div class="span12 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="row-fluid-wrapper row-depth-1 row-number-12 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" 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data-hs-cos-type="rich_text"><h2><strong>Our Latest News & Research</strong></h2></span></div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-14 dnd-row"> <div class="row-fluid "> <div class="span4 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="4"> <div class="row-fluid-wrapper row-depth-1 row-number-15 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-14" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module widget-type-rss_listing widget-type-rss_listing" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <span id="hs_cos_wrapper_dnd_area-module-14_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rss_listing" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rss_listing"> <h3>Press Releases</h3> <div class="hs-rss-module feedreader_box hs-hash-706809158"></div> </span></div> </div> </div> </div> </div> <div class="span4 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="4" data-w="4"> <div class="row-fluid-wrapper row-depth-1 row-number-16 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-16" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module widget-type-rss_listing widget-type-rss_listing" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <span id="hs_cos_wrapper_dnd_area-module-16_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rss_listing" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rss_listing"> <h3>Analyst Perspectives</h3> <div class="hs-rss-module feedreader_box hs-hash-1152483885"></div> </span></div> </div> </div> </div> </div> <div class="span4 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="8" data-w="4"> <div class="row-fluid-wrapper row-depth-1 row-number-17 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-18" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <div class="primary-research-listing container-fluid p-0"> <h3 style="text-align: left;"> Published Research </h3> <div class="primary-research-listing-item-wrapper"> <div class="primary-research-listing-item"> <p>No published research to display.</p> </div> </div> </div></div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-18 dnd-section dnd_area-row-7-max-width-section-centering dnd_area-row-7-padding"> <div class="row-fluid "> <div class="span12 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="row-fluid-wrapper row-depth-1 row-number-19 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-22" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <a id="focus" data-hs-anchor="true" class="anchor-sticky"></a> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-20 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-23" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module widget-type-rich_text widget-type-rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><span id="hs_cos_wrapper_dnd_area-module-23_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rich_text"><h2 style="text-align: center;"><strong><span style="margin-left: 25px;">Focus Areas</span></strong></h2></span></div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-21 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="row-fluid-wrapper row-depth-1 row-number-22 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-25" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent { display:grid; grid-template-columns:1fr 1fr 1fr; gap:30px; margin-top:15px; } #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent .content { background:#f9f9f9; height:fit-content; display:flex; align-items:center; text-align:center; position:relative; color:#fff; overflow:hidden; -webkit-transition:background .5s ease-in-out; -moz-transition:background .5s ease-in-out; transition:background .5s ease-in-out; } #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent .content:hover { background-color:rgba(37,90,137,0.9); } #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent .content:before { border-bottom-color:rgba(204,97,39,1); border-left-color:rgba(204,97,39,1); } #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent .content:before { content:""; position:absolute; top:0; right:0; border-width:0 30px 30px 0; border-style:solid; border-color:#fff #fff rgba(254,82,76,1) rgba(254,82,76,1); -webkit-box-shadow:0 1px 1px rgb(0 0 0/30%),-1px 1px 1px rgb(0 0 0/20%); -moz-box-shadow:0 1px 1px rgba(0,0,0,0.3),-1px 1px 1px rgba(0,0,0,0.2); box-shadow:0 1px 1px rgb(0 0 0/30%),-1px 1px 1px rgb(0 0 0/20%); -webkit-transition:border-color .2s ease-in-out; -moz-transition:border-color .2s ease-in-out; transition:border-color .2s ease-in-out; display:block; width:0; } #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent .content a { margin:0 0 10px; padding:30px 20px 20px; display:block; font-weight:600; -webkit-transition:all .5s ease-in-out; -moz-transition:all .5s ease-in-out; transition:all .5s ease-in-out; width:100%; letter-spacing:1px; line-height:1.5; text-transform:none; color:#255B8A; } #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent .content a h4 { font-size:20px; font-weight:500; margin:0; line-height:1.5; -webkit-transition:all .5s ease-in-out; -moz-transition:all .5s ease-in-out; transition:all .5s ease-in-out; } #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent .content:before { border-bottom-color:#255A89; border-left-color:#255A89; } #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent .content:hover:before { border-color:#fff #fff #a5a5a5 #a5a5a5; -webkit-transition:border-color .2s ease-in-out; -moz-transition:border-color .2s ease-in-out; transition:border-color .2s ease-in-out; } #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent .content:hover a h4 { color:#fff; transform:translate(0,-5px); -webkit-transform:translate(0,-5px); -o-transform:translate(0,-5px); -moz-transform:translate(0,-5px); -webkit-transition:all .3s ease-in-out; -moz-transition:all .3s ease-in-out; transition:all .3s ease-in-out; } @media (max-width:991px) { #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent { grid-template-columns:1fr 1fr; } } @media (max-width:767px) { #hs_cos_wrapper_dnd_area-module-25 #focus_area .content_parent { grid-template-columns:1fr; } } </style> <section id="focus_area"> <div class="container-fluid p-0"> <div class="content_parent"> <div class="content"> <a href="/focus/customerexperience/agentmanagement"> <h4> Agent Management </h4> </a> </div> <div class="content"> <a href="/focus/customerexperience/contactcenter"> <h4> Contact Center </h4> </a> </div> <div class="content"> <a href="/focus/customerexperience/customerexperiencemanagement"> <h4> Customer Experience Management </h4> </a> </div> <div class="content"> <a href="/focus/customerexperience/fieldservice"> <h4> Field Service </h4> </a> </div> <div class="content"> <a href="/focus/customerexperience/intelligentselfservice"> <h4> Intelligent Self-Service </h4> </a> </div> <div class="content"> <a href="/focus/customerexperience/voiceofthecustomer"> <h4> Voice of the Customer </h4> </a> </div> </div> </div> </section></div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-23 dnd-section"> <div class="row-fluid "> <div class="span12 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="row-fluid-wrapper row-depth-1 row-number-24 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-27" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <a id="research" data-hs-anchor="true" class="anchor-sticky"></a> </div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-25 dnd-section dnd_area-row-9-padding dnd_area-row-9-force-full-width-section"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-28" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-28 #portfolio_by_tf form fieldset { display:flex; flex-wrap:wrap; justify-content:center; align-items:center; gap:10px; } #hs_cos_wrapper_dnd_area-module-28 #portfolio_by_tf form fieldset:nth-child(2) { display:block; text-align:center; margin:40px 0px; } #hs_cos_wrapper_dnd_area-module-28 i.moreInfo { position:relative; margin-left:5px; color:#fff; } #hs_cos_wrapper_dnd_area-module-28 span.moreInfo { background:none repeat scroll 0 0 #F8F8F8; border-radius:4px; bottom:-45px; left:17px; margin-left:auto; margin-right:auto; color:#717171; font-size:13px; width:200px; padding:8px; position:absolute; display:none; cursor:pointer; z-index:1; font-family:'Open Sans',sans-serif; font-weight:500; } #hs_cos_wrapper_dnd_area-module-28 span.moreInfo a { color:#096ac6; } #hs_cos_wrapper_dnd_area-module-28 i.moreInfo:hover span.moreInfo { display:block; } #hs_cos_wrapper_dnd_area-module-28 .portfolio-filters { list-style:none; } #hs_cos_wrapper_dnd_area-module-28 .filter { display:inline-block; padding:15px; text-align:center; text-transform:uppercase; border:0; box-shadow:0 3px 6px rgba(0,0,0,0.1); -webkit-transition:background-color 0.2s,color 0.2s,transform 0.35s; -moz-transition:background-color 0.2s,color 0.2s,transform 0.35s; transition:background-color 0.2s,color 0.2s,transform 0.35s; scroll-behavior:smooth; cursor:pointer; } #hs_cos_wrapper_dnd_area-module-28 .filter:hover { -webkit-transition:background-color 0.2s,color 0.2s,transform 0.35s; -moz-transition:background-color 0.2s,color 0.2s,transform 0.35s; transition:background-color 0.2s,color 0.2s,transform 0.35s; } #hs_cos_wrapper_dnd_area-module-28 .filterBlue { color:rgba(255,255,255,.9); background-color:rgba(20,48,74,1); font-size:14px; font-weight:400; } #hs_cos_wrapper_dnd_area-module-28 .filterBlue:hover { color:rgba(20,48,74,1); background-color:rgba(255,255,255,.9); } #hs_cos_wrapper_dnd_area-module-28 .filterOrange { color:rgba(255,255,255,.9); background-color:rgba(204,97,39,1); } #hs_cos_wrapper_dnd_area-module-28 .filterOrange:hover { color:rgba(19,49,74,1); background-color:rgba(255,255,255,.9); } #hs_cos_wrapper_dnd_area-module-28 .filter.active { cursor:pointer; color:rgba(20,48,74,1); background-color:rgba(255,255,255,.9); -webkit-transition:background-color 0.2s,color 0.2s; -moz-transition:background-color 0.2s,color 0.2s; transition:background-color 0.2s,color 0.2s; } #hs_cos_wrapper_dnd_area-module-28 .filter:focus { outline:0 none; } #hs_cos_wrapper_dnd_area-module-28 .filter a { text-decoration:none; color:inherit; } #hs_cos_wrapper_dnd_area-module-28 #Container .mix { display:none; text-align:center; transition:height 1s ease-in-out; } #hs_cos_wrapper_dnd_area-module-28 #grid .mix { display:none; opacity:0; text-align:center; } #hs_cos_wrapper_dnd_area-module-28 .portfolio-item { position:relative; display:inline-block; opacity:1; text-align:center; height:auto; } #hs_cos_wrapper_dnd_area-module-28 .contentWrapper { position:relative; display:inline-block; opacity:1; text-align:center; max-width:300px; height:auto; background:#FFF; margin-bottom:35px; display:flex; flex-direction:column; gap:20px; margin:0px auto; padding-bottom:25px; } #hs_cos_wrapper_dnd_area-module-28 .portfolio-image { position:relative; overflow:hidden; height:140px; width:100%; } #hs_cos_wrapper_dnd_area-module-28 .contentHeader h6 { padding-top:10px; padding-right:10px; padding-bottom:10px; padding-left:15px; margin-top:0px; margin-bottom:0px; color:#fff; background:#123456; font-size:16px; font-weight:500; text-align:left; } #hs_cos_wrapper_dnd_area-module-28 .contentMiddle { display:flex; height:180px; } #hs_cos_wrapper_dnd_area-module-28 .mid_inner { margin:auto; } #hs_cos_wrapper_dnd_area-module-28 .contentMiddle h4, #hs_cos_wrapper_dnd_area-module-28 .contentMiddle h5 { margin-bottom:0px; text-align:center; text-decoration:none; color:#284A7B; margin-top:10px; font-size:18px; } #hs_cos_wrapper_dnd_area-module-28 .contentMiddle h5 { line-height:1.5; font-weight:500; } #hs_cos_wrapper_dnd_area-module-28 .contentMiddle p { color:#14304a; font-size:16px; padding-left:14px; padding-right:14px; font-weight:100; line-height:1.5; } #hs_cos_wrapper_dnd_area-module-28 .contentButton { height:5%; } #hs_cos_wrapper_dnd_area-module-28 .fancy-btn { display:inline-block; padding:10px 15px; color:#ffffff; background-color:rgba(18,52,86,1.0); font-size:12px; font-weight:700; letter-spacing:1px; text-transform:uppercase; box-shadow:0 3px 6px rgba(0,0,0,0.1); -webkit-transition:background-color 0.2s,color 0.2s; -moz-transition:background-color 0.2s,color 0.2s; transition:background-color 0.2s,color 0.2s; scroll-behavior:smooth; font-weight:100; margin-top:10px; } #hs_cos_wrapper_dnd_area-module-28 .fancy-btn:hover { color:rgba(20,48,74,1); background-color:rgba(255,255,255,.9); -webkit-transition:background-color 0.2s,color 0.2s; -moz-transition:background-color 0.2s,color 0.2s; transition:background-color 0.2s,color 0.2s; } #hs_cos_wrapper_dnd_area-module-28 .portfolio-item.span4 { margin-left:0px !important; } #hs_cos_wrapper_dnd_area-module-28 .portfolio-item.span6 { margin-left:0px !important; } #hs_cos_wrapper_dnd_area-module-28 .mix { display:none; text-align:center; } #hs_cos_wrapper_dnd_area-module-28 #portfolio_by_tf { position:relative; z-index:1; padding:60px 0; background-attachment:fixed; background-image:url(https://research.isg-one.com/hubfs/_images/_backgrounds_expertise/Expertise_CX_480329143_1200px.jpg); background-size:cover; background-position:center center; } #hs_cos_wrapper_dnd_area-module-28 #portfolio_by_tf:before { content:''; background:#00000070; width:100%; height:100%; left:0; top:0; position:absolute; z-index:-1; } #hs_cos_wrapper_dnd_area-module-28 #portfolio_by_tf .data_parent { display:grid; grid-template-columns:1fr 1fr 1fr; gap:40px; width:100%; max-width:1000px; margin:0px auto; } #hs_cos_wrapper_dnd_area-module-28 #portfolio_by_tf .bottom_contents { text-align:center; } #hs_cos_wrapper_dnd_area-module-28 #portfolio_by_tf .bottom_contents a div { font-weight:100 !important; } @media (max-width:991px) { #hs_cos_wrapper_dnd_area-module-28 #portfolio_by_tf .data_parent { display:grid; grid-template-columns:1fr 1fr; } } @media (max-width:550px) { #hs_cos_wrapper_dnd_area-module-28 #portfolio_by_tf .data_parent { display:grid; grid-template-columns:1fr; } } </style> <div id="Container"> <section id="portfolio_by_tf"> <div class="container-fluid p-0 "> <div class="headlines"> <div id="hs_cos_wrapper_dnd_area-module-28_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_inline_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="inline_rich_text" data-hs-cos-field="section_headline_text"><h1 style="text-align: center; font-size: 30px;"><strong><span style="color: #ffffff;">Browse the Content</span></strong></h1> <p style="text-align: center; font-size: 20px;"><span style="color: #ffffff;">Choose a focus area and explore.</span></p></div> </div>  <div class="container"> <form class="controls" id="Filters"> <fieldset> <button class="filter filterBlue" type="button" data-filter=".AgentManagement">Agent Management</button> <button class="filter filterBlue" type="button" data-filter=".ContactCenter">Contact Center</button> <button class="filter filterBlue" type="button" data-filter=".customer_experience_management">Customer Experience Management</button> <button class="filter filterBlue" type="button" data-filter=".field_service">Field Service</button> <button class="filter filterBlue" type="button" data-filter=".IntelligentCX">Intelligent Self-Service</button> <button class="filter filterBlue" type="button" data-filter=".VoiceOfTheCustomer">Voice of the Customer</button> <button class="filter filterBlue" type="button" data-filter="all">View All</button> </fieldset> <fieldset> <button class="filter filterOrange" type="button" data-filter=".VOD">ISG Research On-Demand Premium Content</button><i class="fa fa-info-circle fa-1x moreInfo"><span class="moreInfo">ISG Research On-Demand is an advisory service that provides access to exclusive research and monthly dialogue with our analysts.<a href="/services">Visit the services page to learn more.</a></span></i> </fieldset> </form> </div> </div> <div class="container data_parent">  <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="There Are Gaps in the CX Toolkit Waiting to Be Filled" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/There_Are_Gaps_in_the_CX_Toolkit_Waiting_to_Be_Filled.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>There Are Gaps in the CX Toolkit Waiting to Be Filled</h5>  <p>CX providers seeking to differentiate their offerings can build out CX suites to add high-value capabilities such as analytics or AI-based applications.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.isg-research.net/there-are-gaps-in-the-cx-toolkit-waiting-to-be-filled">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter field_service " style=" text-align: center;" data-myorder="AI Use Cases for Field Service" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AI_Use_Cases_for_Field_Service.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>AI Use Cases for Field Service</h5>  <p>Field service enterprises can benefit from AI use cases to organize technicians and dispatchers and understand the context of product failure modes.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.isg-research.net/ai-use-cases-for-field-service">View</a></div> </div> </div> <div class="portfolio-item mix White Paper customer_experience_management " style=" text-align: center;" data-myorder="Using Automation to Influence Customer Behavior" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">White Paper</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_576485896.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Using Automation to Influence Customer Behavior</h5>  <p>Discover how automation and AI can transform enterprise customer experience, drive growth, and streamline processes for better business outcomes.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.isg-research.net/whitepaper/customer_experience/using_automation_to_influence_customer_behavior">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="The Buyers Guide for Agent Management Classifies and Rates Software Providers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The_Buyers_Guide_for_Agent_Management_Classifies_and_Rates_Software_Providers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Buyers Guide for Agent Management Classifies and Rates Software Providers</h5>  <p>ISG Research offers market observations and overall results from the Agent Management Buyers Guides for customer experience software products.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.isg-research.net/market-perspectives/the-buyers-guide-for-agent-management-classifies-and-rates-software-providers">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="The Buyers Guide for Contact Center Basic Classifies and Rates Software Providers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The_Buyers_Guide_for_Contact_Center_Basic_Classifies_and_Rates_Software_Providers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Buyers Guide for Contact Center Basic Classifies and Rates Software Providers</h5>  <p>ISG Research offers market observations and overall results from the Contact Center Basic Buyers Guides for customer experience software products.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.isg-research.net/market-perspectives/the-buyers-guide-for-contact-center-basic-classifies-and-rates-software-providers">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter " style=" text-align: center;" data-myorder="What Open Platforms Mean for Contact Centers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/What_Open_Platforms_Mean_for_Contact_Centers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>What Open Platforms Mean for Contact Centers</h5>  <p>An open platform fosters flexibility and dynamism within an enterprise that serves to connect the contact center to the rest of the business.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.isg-research.net/what-open-platforms-mean-for-contact-centers">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="The Buyers Guide for Contact Center Advanced Classifies and Rates Software Providers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The_Buyers_Guide_for_Contact_Center_Advanced_Classifies_and_Rates_Software_Providers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Buyers Guide for Contact Center Advanced Classifies and Rates Software Providers</h5>  <p>ISG Research offers market observations and overall results from the Contact Center Advanced Buyers Guides for customer experience software products. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.isg-research.net/market-perspectives/the-buyers-guide-for-contact-center-advanced-classifies-and-rates-software-providers">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="Verint Focuses Bots on Contact Center Outcomes" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Verint_Focuses_Bots_on_Contact_Center_Outcomes.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Verint Focuses Bots on Contact Center Outcomes</h5>  <p>Verint targets specific, immediately helpful contact center use cases for its expansion of AI-based bots, increasing human agent productivity.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/verint-focuses-bots-on-contact-center-outcomes">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Contact Center AI Gain Traction: Profitable Use Cases" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Contact_Center_AI_Gain_Traction_Profitable_Use_Cases.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Contact Center AI Gain Traction: Profitable Use Cases</h5>  <p>Contact centers expect a quick return on investment and maximum improvement in efficiency and productivity from AI-related tools.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/contact-center-ai-gain-traction-profitable-use-cases">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="Sprinklr Zeros in on a CXM Platform" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Sprinklr_Zeros_in_on_a_CXM_Platform.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Sprinklr Zeros in on a CXM Platform</h5>  <p>Sprinklr offers software for customer experience management, melding contact center and adjacent customer-related operations.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/sprinklr-zeros-in-on-a-cxm-platform">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective " style=" text-align: center;" data-myorder="Verint Earns Customer Experience Digital Innovation Award for 2024" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Verint_Earns_Customer_Experience_Digital_Innovation_Award_for_2024.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Verint Earns Customer Experience Digital Innovation Award for 2024</h5>  <p>Verint Earns ISG Research Customer Experience Digital Innovation Award for 2024.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/verint-earns-customer-experience-digital-innovation-award-for-2024">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective customer_experience_management " style=" text-align: center;" data-myorder="The Buyers Guide for Knowledge Management Classifies and Rates Software Providers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The_Buyers_Guide_for_Knowledge_Management_Classifies_and_Rates_Software_Providers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Buyers Guide for Knowledge Management Classifies and Rates Software Providers</h5>  <p>ISG Research offers market observations and overall results from the Knowledge Management Buyers Guide for customer experience software products. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/the-buyers-guide-for-knowledge-management-classifies-and-rates-software-providers">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective customer_experience_management " style=" text-align: center;" data-myorder="The Buyers Guide for Customer Journey Management Classifies and Rates Software Providers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The_Buyers_Guide_for_Customer_Journey_Management_Classifies_and_Rates_Software_Providers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Buyers Guide for Customer Journey Management Classifies and Rates Software Providers</h5>  <p>ISG Research offers market observations and overall results from the Customer Journey Management Buyers Guide for customer experience software products.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/the-buyers-guide-for-customer-journey-management-classifies-and-rates-software-providers">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective customer_experience_management " style=" text-align: center;" data-myorder="The Buyers Guide for Customer Experience Management Classifies and Rates Software Providers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The_Buyers_Guide_for_Customer_Experience_Management_Classifies_and_Rates_Software_Providers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Buyers Guide for Customer Experience Management Classifies and Rates Software Providers</h5>  <p>ISG Research offers market observations and overall results from the CXM Buyers Guide for customer experience software products.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/the-buyers-guide-for-customer-experience-management-classifies-and-rates-software-providers">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="CCaaS, CPaaS or UCaaS for CX? It Doesn’t Matter." data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/CCaaS_CPaaS_or_UCaaS_for_CX_It_Doesnt_Matter.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>CCaaS, CPaaS or UCaaS for CX? It Doesn’t Matter.</h5>  <p>Digital communications platforms are moving beyond telecom origins to include AI and offer CX capabilities like engagement, knowledge management.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/ccaas-cpaas-or-ucaas-for-cx-it-doesnt-matter">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective " style=" text-align: center;" data-myorder="Bringing AI to Your Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_841033744.jpg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Bringing AI to Your Customer Experience</h5>  <p>Through 2028, the establishment of CX application suites on a common platform will become the focal point of the drive to optimize customer and organization engagement. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/white_paper/customer_experience/bringing_ai_to_your_customer_experience">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management IntelligentCX " style=" text-align: center;" data-myorder="Businesses Need a More Expansive View of Self-Service’s Value" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Businesses_Need_a_More_Expansive_View_of_Self-Services_Value.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Businesses Need a More Expansive View of Self-Service’s Value</h5>  <p>Intelligent self-service now encompasses customer data, knowledge processing, automation and AI to provide superior CX, high-value customer insights.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/businesses-need-a-more-expansive-view-of-self-services-value">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management IntelligentCX " style=" text-align: center;" data-myorder="Verint Turns Focus to CX Automation and AI" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Verint_Turns_Focus_to_CX_Automation_and_AI.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Verint Turns Focus to CX Automation and AI</h5>  <p>Verint brings the contact center into broader enterprise CX with CX Automation, driven by AI and innovative center tools focused on successful outcomes.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/verint-turns-focus-to-cx-automation-and-ai">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="AI Can Boost CX Outcomes in Field Service" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AI_Can_Boost_CX_Outcomes_in_Field_Service.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>AI Can Boost CX Outcomes in Field Service</h5>  <p>Advanced technologies that provide real-time automated assistance to technicians can make field service a driver of successful customer experience.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/ai-can-boost-cx-outcomes-in-field-service">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="Zendesk Shifts the Conversation from Service to Enterprise CX" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Zendesk_Shifts_the_Conversation_from_Service_to_Enterprise_CX.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Zendesk Shifts the Conversation from Service to Enterprise CX</h5>  <p>Zendesk’s AI-powered platform serves needs across CX departments that improve customer engagement while achieving workforce, quality management objectives.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/zendesk-shifts-the-conversation-from-service-to-enterprise-cx">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Voice of the Customer Measurement Is Well Beyond Surveys" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Voice_of_the_Customer_Measurement_Is_Well_Beyond_Surveys.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Voice of the Customer Measurement Is Well Beyond Surveys</h5>  <p>Today’s voice-of-the-customer tools collect feedback from voice, chat, email and social media, using GenAI to analyze voice recordings and texts.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/voice-of-the-customer-measurement-is-well-beyond-surveys">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Uniphore Puts AI to Work Automating Interactions" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Uniphore_Puts_AI_to_Work_Automating_Interactions.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Uniphore Puts AI to Work Automating Interactions</h5>  <p>Uniphore’s X Platform offers contact center automation and analytics while targeting a broad range of use cases by employing multiple AI modes. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/uniphore-puts-ai-to-work-automating-interactions">View</a></div> </div> </div> <div class="portfolio-item mix White Paper ContactCenter " style=" text-align: center;" data-myorder="Excellence on Repeat" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">White Paper</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_153509466.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Excellence on Repeat</h5>  <p>AI makes it possible to create consistent, reliably excellent customer experiences.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/white_paper/customer_experience/excellence_on_repeat">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management field_service IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Sentiment Analysis Unlocks Deeper, Better CX" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Sentiment_Analysis_Unlocks_Deeper_Better_CX.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Sentiment Analysis Unlocks Deeper, Better CX</h5>  <p>Sentiment analysis provides insight into how the customer perceives the experience so agents can determine the most effective actions in real time.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/sentiment-analysis-unlocks-deeper-better-cx">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Content Guru Builds Out Its Brain with AI" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Content_Guru_Builds_Out_Its_Brain_with_AI.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Content Guru Builds Out Its Brain with AI</h5>  <p>Content Guru ups the ante on routing platforms, using AI and its own CDP to better support contact center agents in their goal to optimize customer service.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/content-guru-builds-out-its-brain-with-ai">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter customer_experience_management field_service IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The 2024 Market Agenda for CX: The Steady Rollout of Gen AI" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The_2024_Market_Agenda_for_CX_The_Steady_Rollout_of_Gen_AI.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The 2024 Market Agenda for CX: The Steady Rollout of Gen AI</h5>  <p>The 2024 Customer Experience Market Agenda provides the insights and best practices needed to maximize CX technology investments.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/the-2024-market-agenda-for-cx-the-steady-rollout-of-gen-ai">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective " style=" text-align: center;" data-myorder="MoneyGram International Earns CX Digital Leadership Award with NICE for 2023" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_MoneyGram_International_Earns_CX_Digital_Leadership_Award_with_NICE_for_2023.png) top center; 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background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>NICE Puts Knowledge at the Heart of Its AI Strategy</h5>  <p>NICE uses artificial intelligence and knowledge management to advance self-service tools like conversational chatbots and intent-driven agent guidance.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/nice-puts-knowledge-at-the-heart-of-its-ai-strategy">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Microsoft is Vendor of Merit in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Microsoft_is_Vendor_of_Merit_in_Contact_Center_Suites_Buyers_Guide.png) top center; 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background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Cultivating Contact Center, Customer Experience Thinking for Success</h5>  <p>A shared view of contact center and customer experience approaches encourages outcomes that lead to customer longevity and revenue growth.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/cultivating-contact-center-customer-experience-thinking-for-success">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Enghouse Interactive is Vendor of Merit in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Enghouse_Interactive_is_Vendor_of_Merit_in_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Enghouse Interactive is Vendor of Merit in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Enghouse Interactive.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/enghouse-interactive-is-vendor-of-merit-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Vonage is Vendor of Merit in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Vonage_is_Vendor_of_Merit_in_Contact_Center_Suites_Buyers_Guide.png) top center; 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padding-right: 10px;"> <div class="mid_inner"> <h5>Avaya is Exemplary in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Avaya.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/avaya-is-exemplary-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="RingCentral is an Innovative Vendor in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_RingCentral_is_an_Innovative_Vendor_in_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>RingCentral is an Innovative Vendor in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates RingCentral.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/ringcentral-is-an-innovative-vendor-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Emplifi is a Vendor of Assurance in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Emplifi_is_a_Vendor_of_Assurance_in_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Emplifi is a Vendor of Assurance in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Emplifi.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/emplifi-is-a-vendor-of-assurance-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Salesforce is Exemplary in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Salesforce_is_Exemplary_in_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Salesforce is Exemplary in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Salesforce.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/salesforce-is-exemplary-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Five9 is Innovative in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Five9_is_Innovative_in_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Five9 is Innovative in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Five9.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/five9-is-innovative-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Talkdesk is Exemplary in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Talkdesk_is_Exemplary_in_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Talkdesk is Exemplary in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Talkdesk.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/talkdesk-is-exemplary-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="LiveVox is Exemplary in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_LiveVox_is_Exemplary_in_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>LiveVox is Exemplary in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates LiveVox.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/livevox-is-exemplary-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Content Guru is Exemplary in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Content_Guru_is_Exemplary_in_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Content Guru is Exemplary in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Content Guru.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/content-guru-is-exemplary-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Verint is Exemplary in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Verint_is_Exemplary_in_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Verint is Exemplary in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Verint.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/verint-is-exemplary-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Genesys is Exemplary in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Genesys_is_Exemplary_in_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Genesys is Exemplary in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates Genesys.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/genesys-is-exemplary-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="NICE is Exemplary in Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_NICE_is_Exemplary_in_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>NICE is Exemplary in Contact Center Suites Buyers Guide</h5>  <p>Ventana Research’s 2023 Buyers Guide on Contact Center Suites evaluates NICE.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/nice-is-exemplary-in-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter " style=" text-align: center;" data-myorder="The Buyers Guide for Contact Centers Classifies and Rates Vendors" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The_Buyers_Guide_for_Contact_Centers_Classifies_and_Rates_Vendors.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Buyers Guide for Contact Centers Classifies and Rates Vendors</h5>  <p>The Contact Centers Buyers Guide 2023 gauges how well offerings from 21 vendors match buyers’ requirements for customer experience software products.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/the-buyers-guide-for-contact-centers-classifies-and-rates-vendors">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter " style=" text-align: center;" data-myorder="Contact Centers Buyers Guide: Market Observations" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Contact_Centers_Buyers_Guide_Market_Observations.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Contact Centers Buyers Guide: Market Observations</h5>  <p>Ventana Research offers market observations from the Contact Centers Buyers Guide 2023 for Customer Experience software products.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/contact-centers-buyers-guide-market-observations">View</a></div> </div> </div> <div class="portfolio-item mix Buyers Guide AgentManagement " style=" text-align: center;" data-myorder="The Buyers Guide for Agent Management Classifies and Rates Vendors" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Buyers Guide</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The_Buyers_Guide_for_Agent_Management_Classifies_and_Rates_Vendors.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Buyers Guide for Agent Management Classifies and Rates Vendors</h5>  <p>The Agent Management Buyers Guide 2023 gauges how well offerings from 12 vendors match buyers’ requirements for customer experience software products.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/the-buyers-guide-for-agent-management-classifies-and-rates-vendors">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement " style=" text-align: center;" data-myorder="Agent Management Buyers Guide: Market Observations" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Agent_Management_Buyers_Guide_Market_Observations.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Agent Management Buyers Guide: Market Observations</h5>  <p>Ventana Research offers market observations from the Agent Management Buyers Guide 2023 for customer experience software products.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/agent-management-buyers-guide-market-observations">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter " style=" text-align: center;" data-myorder="The Buyers Guide for Contact Center Suites Classifies and Rates Vendors" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The_Buyers_Guide_for_Contact_Center_Suites_Classifies_and_Rates_Vendors.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Buyers Guide for Contact Center Suites Classifies and Rates Vendors</h5>  <p>The Contact Center Suites Buyers Guide 2023 gauges how well offerings from 22 vendors match buyers’ requirements for Customer Experience software products. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/the-buyers-guide-for-contact-center-suites-classifies-and-rates-vendors">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter " style=" text-align: center;" data-myorder="Market Observations From the Contact Center Suites Buyers Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Market_Observations_From_the_Contact_Center_Suites_Buyers_Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Market Observations From the Contact Center Suites Buyers Guide</h5>  <p>Ventana Research offers market observations from the Contact Center Suites Buyers Guide 2023 for Customer Experience software products.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/market-observations-from-the-contact-center-suites-buyers-guide">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="Balancing Agents and Automation Enhances the Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Balancing_Agents_and_Automation_Enhances_the_Customer_Experience.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Balancing Agents and Automation Enhances the Customer Experience</h5>  <p>Determining the right mix of automation and human labor requires a thoughtful approach to self-service and agent support for more complex interactions.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/balancing-agents-and-automation-enhances-the-customer-experience">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective customer_experience_management " style=" text-align: center;" data-myorder="Thought Industries Delivers Insights on E-Learner Engagement" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Thought_Industries_Delivers_Insights_on_E-Learner_Engagement.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Thought Industries Delivers Insights on E-Learner Engagement</h5>  <p>Thought Industries’ highly customizable e-learning platform delivers reporting and analytics capabilities that provide insights into learner engagement.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/thought-industries-delivers-insights-on-e-learner-engagement">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="Why Every Contact Center Should Have a CDP" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Why_Every_Contact_Center_Should_Have_a_CDP.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Why Every Contact Center Should Have a CDP</h5>  <p>Contact centers can increase their value within organizations by using CDPs to better engage customers, resulting in more successful customer relationships.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://blog.ventanaresearch.com/why-every-contact-center-should-have-a-cdp">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter " style=" text-align: center;" data-myorder="UJET Enhances Customer and Employee Experiences" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/2021%20Market%20Assertions/MP_UJET_Enhances_Customer_and_Employee_Experiences.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>UJET Enhances Customer and Employee Experiences</h5>  <p>UJET offers cloud contact center software that enables remote agents to deliver personalized customer interactions through multiple communication channels.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/ujet-enhances-customer-and-employee-experiences">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter customer_experience_management IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Verint Wants You to Think Differently About Contact Centers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Verint_Wants_You_to_Think_Differently_About_Contact_Centers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Verint Wants You to Think Differently About Contact Centers</h5>  <p>Verint challenges the industry’s perception of CCaaS, enabling vendors without voice routing to become primary providers of customer support tools.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/verint-wants-you-to-think-differently-about-contact-centers">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter customer_experience_management IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="NICE Shines Spotlight on Enlighten AI" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/NICE_Shines_Spotlight_on_Enlighten_AI.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>NICE Shines Spotlight on Enlighten AI</h5>  <p>NICE’s CXone suite harnesses AI to modernize contact center operations while retaining the familiarity needed to ensure consistent operations.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/nice-shines-spotlight-on-enlighten-ai">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective customer_experience_management " style=" text-align: center;" data-myorder="Medallia Unlocks Excellence in Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Medallia_Unlocks_Excellence_in_Customer_Experience.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Medallia Unlocks Excellence in Customer Experience</h5>  <p>Medallia enables organizations to capture, analyze and act upon customer feedback and deliver exceptional experiences to attract and retain customers. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/medallia-unlocks-excellence-in-customer-experience">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="Orchestrating Experiences Is a Big Lift for Contact Centers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Orchestrating_Experiences_Is_a_Big_Lift_for_Contact_Centers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Orchestrating Experiences Is a Big Lift for Contact Centers</h5>  <p>Increase the value of customer interactions by deploying AI in the contact center to orchestrate customer experiences.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/orchestrating-experiences-is-a-big-lift-for-contact-centers">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective customer_experience_management " style=" text-align: center;" data-myorder="OnviSource AI and Automation Boost CX Analytics" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_OnviSource_AI_and_Automation_Boost_CX_Analytics.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>OnviSource AI and Automation Boost CX Analytics</h5>  <p>OnviSource’s intelligent automation software for contact centers drives satisfaction and engagement both within the organization and for customers.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/onvisource-ai-and-automation-boost-cx-analytics">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective " style=" text-align: center;" data-myorder="Uniphore Earns Customer Experience Digital Innovation Award for 2023" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Uniphore_Earns_Customer_Experience_Digital_Innovation_Award_for_2023.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Uniphore Earns Customer Experience Digital Innovation Award for 2023</h5>  <p>Uniphore X Platform’s use of AI and automation to optimize customer experiences earned Uniphore the 2023 Customer Experience Digital Innovation Award.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/uniphore-earns-customer-experience-digital-innovation-award-for-2023">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="Zendesk Boosts AI for Enhanced Customer Engagement" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Zendesk_Boosts_AI_for_Enhanced_Customer_Engagement.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Zendesk Boosts AI for Enhanced Customer Engagement</h5>  <p>At its annual industry conference, Zendesk announced enhancements to its customer service and support technology, including new AI capabilities.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/zendesk-boosts-ai-for-enhanced-customer-engagement">View</a></div> </div> </div> <div class="portfolio-item mix Viewpoint customer_experience_management " style=" text-align: center;" data-myorder="Modern Customers Call for Modern CX Processes" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Viewpoint</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Mature%20male%20patient%20looking%20at%20female%20receptionist%20using%20landline%20phone%20and%20computer%20at%20reception%20in%20dentists%20clinic-1.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Modern Customers Call for Modern CX Processes</h5>  <p>Customers change, technology changes, but do business processes change in response? </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/viewpoint/customer_experience/modern_customers_call_for_modern_cx_processes">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Uniphore Enables Customer Service with Conversational Automation and Intelligence" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Uniphore_Enables_Customer_Service_with_Conversational_Automation_and_Intelligence.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Uniphore Enables Customer Service with Conversational Automation and Intelligence</h5>  <p>Uniphore’s automation engine uses advanced artificial intelligence technologies to make customer interactions more conversational and versatile.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/uniphore-enables-customer-service-with-conversational-automation-and-intelligence">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="The Path to Generative AI to Boost Contact Center Agent Performance" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The_Path_to_Generative_AI_to_Boost_Contact_Center_Agent_Performance.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Path to Generative AI to Boost Contact Center Agent Performance</h5>  <p>AI-enhanced tools offer optimization to drive contact center productivity, engagement, quality, without the need to disrupt operations, existing platforms.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-path-to-generative-ai-to-boost-contact-center-agent-performance">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management field_service " style=" text-align: center;" data-myorder="Oracle’s Formula for CX Builds on Fusion Service" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Oracles_Formula_for_CX_Builds_on_Fusion_Service.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Oracle’s Formula for CX Builds on Fusion Service</h5>  <p>Oracle has developed a roadmap for customer experience technology to address complex issues related to how clients deploy integrated CX platforms.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/oracles-formula-for-cx-builds-on-fusion-service">View</a></div> </div> </div> <div class="portfolio-item mix eBook customer_experience_management " style=" text-align: center;" data-myorder="Winning and Retaining the Modern Customer" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">eBook</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Winning_and_Retaining_the_Modern_Customer_eBook.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Winning and Retaining the Modern Customer</h5>  <p>Modern analytics tools provide a way to gain insight into the customer’s mind and guide organizations to outcomes that satisfy the needs of both parties.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/ebook/customer_experience/winning_and_retaining_the_modern_customer">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter " style=" text-align: center;" data-myorder="Microsoft Brings Dynamics and Nuance for a Contact Center Suite" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Microsoft_Brings_Dynamics_and_Nuance_for_a_Contact_Center_Suite.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Microsoft Brings Dynamics and Nuance for a Contact Center Suite</h5>  <p>Microsoft brings familiar, reliable applications to contact centers with its Dynamics 365 suite via partnerships and advanced digital tools.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/microsoft-brings-dynamics-and-nuance-for-a-contact-center-suite">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="Twilio Enhances Customer Experience in the Contact Center" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Twilio_Enhances_Customer_Experience_in_the_Contact_Center.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Twilio Enhances Customer Experience in the Contact Center</h5>  <p>Twilio's developer-friendly cloud platform enables organizations to communicate across various channels, including voice, text, email and video.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/twilio-enhances-customer-experience-in-the-contact-center">View</a></div> </div> </div> <div class="portfolio-item mix QandA ContactCenter " style=" text-align: center;" data-myorder="Workable Solutions to the Capacity Gap" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">QandA</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Closeup%20of%20hands%20of%20young%20woman%20photograper%20typing%20on%20laptop%20keyboard%20and%20using%20graphic%20tablet-1.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Workable Solutions to the Capacity Gap</h5>  <p>The shift to digital channels is being driven by consumers, and businesses are responding—not the other way around. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/qa/customer_experience/workable_solutions_to_contact_center_capacity_shortfalls">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Customer Feedback Management Goes Way Beyond Surveys for the VoC" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Customer_Feedback_Management_Goes_Way_Beyond_Surveys_for_the_VoC.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Customer Feedback Management Goes Way Beyond Surveys for the VoC</h5>  <p>Voice of the customer feedback programs are able to gather deeper analysis of more data points for broader insights into customer behavior and intentions.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/customer-feedback-management-goes-way-beyond-surveys-for-the-voc">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective customer_experience_management " style=" text-align: center;" data-myorder="Contentsquare Optimizes Digital Customer Experiences Through Analytics" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Contentsquare_Optimizes_Digital_Customer_Experiences_Through_Analytics.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Contentsquare Optimizes Digital Customer Experiences Through Analytics</h5>  <p>Contentsquare is a digital experience analytics platform provider that helps organizations understand and optimize a customer’s digital journey.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/contentsquare-optimizes-digital-customer-experiences-through-analytics">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="Why Intelligent Self-Service Is the Tip of the Spear for CX" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Why_Intelligent_Self-Service_Is_the_Tip_of_the_Spear_for_CX.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Why Intelligent Self-Service Is the Tip of the Spear for CX</h5>  <p>Intelligent self-service can improve customer engagement, making it a central element of customer experience initiatives. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/why-intelligent-self-service-is-the-tip-of-the-spear-for-cx">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter customer_experience_management VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Qualtrics XM Platform Zeros in on Customer Experiences" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Qualtrics_XM_Platform_Zeros_in_on_Customer_Experiences.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Qualtrics XM Platform Zeros in on Customer Experiences</h5>  <p>With AI, Qualtrics dramatically increases the use of customer data to incorporate its contact center-focused platform into the broader organizational CX. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/qualtrics-xm-platform-zeros-in-on-customer-experiences">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="8x8 Pivots to Emphasize Contact Center Technology for CX" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/8x8_Pivots_to_Emphasize_Contact_Center_Technology_for_CX.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>8x8 Pivots to Emphasize Contact Center Technology for CX</h5>  <p>Ventana Research analyst Keith Dawson explains a pivot in 8x8’s voice communications platform emphasizing the CCaaS side of its portfolio. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/8x8-pivots-to-emphasize-contact-center-technology-for-cx">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter customer_experience_management IntelligentCX " style=" text-align: center;" data-myorder="Making Automation Easier for Contact Centers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Making_Automation_Easier_for_Contact_Centers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Making Automation Easier for Contact Centers</h5>  <p>Contact centers that want to optimize worker time and cut costs should work with trusted technology vendors to evaluate how best to implement automation. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/making-automation-easier-for-contact-centers">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter customer_experience_management VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Precisely Is a Vendor of Merit in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Precisely_Is_a_Vendor_of_Merit_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Precisely Is a Vendor of Merit in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Precisely.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/precisely-is-a-vendor-of-merit-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix White Paper ContactCenter customer_experience_management " style=" text-align: center;" data-myorder="Modernizing the Contact Center with AI" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">White Paper</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_150936311.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Modernizing the Contact Center with AI</h5>  <p>Contact centers generate an enormous amount of data in the course of handling customer interactions. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/white_paper/customer_experience/modernizing_the_contact_center_with_ai">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter customer_experience_management VoiceOfTheCustomer " style=" text-align: center;" data-myorder="HubSpot Is a Vendor of Merit in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_HubSpot_Is_a_Vendor_of_Merit_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>HubSpot Is a Vendor of Merit in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from HubSpot.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/hubspot-is-a-vendor-of-merit-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter customer_experience_management VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Alvaria Is a Vendor of Merit in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Alvaria_Is_a_Vendor_of_Merit_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Alvaria Is a Vendor of Merit in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Alvaria.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/alvaria-is-a-vendor-of-merit-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter customer_experience_management VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Qualtrics Is a Vendor of Merit in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Qualtrics_Is_a_Vendor_of_Merit_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Qualtrics Is a Vendor of Merit in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Qualtrics.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/qualtrics-is-a-vendor-of-merit-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter customer_experience_management VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Cisco Is a Vendor of Merit in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Cisco_Is_a_Vendor_of_Merit_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Cisco Is a Vendor of Merit in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Cisco.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/cisco-is-a-vendor-of-merit-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective customer_experience_management " style=" text-align: center;" data-myorder="Amelia is Revolutionizing Customer Service through AI" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Amelia_is_Revolutionizing_Customer_Service_through_AI.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Amelia is Revolutionizing Customer Service through AI</h5>  <p>Amelia’s artificial intelligence platform features a chatbot to deliver improved self-service customer experiences and enhanced worker productivity.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/amelia-is-revolutionizing-customer-service-through-ai">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter customer_experience_management field_service VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Freshworks Is a Vendor of Merit in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Freshworks_Is_a_Vendor_of_Merit_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Freshworks Is a Vendor of Merit in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Freshworks.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/freshworks-is-a-vendor-of-merit-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter customer_experience_management field_service VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Amdocs Is a Vendor of Merit in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Amdocs_Is_a_Vendor_of_Merit_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Amdocs Is a Vendor of Merit in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Amdocs.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/amdocs-is-a-vendor-of-merit-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter customer_experience_management field_service VoiceOfTheCustomer " style=" text-align: center;" data-myorder="ServiceNow Is a Vendor of Merit in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_ServiceNow_Is_a_Vendor_of_Merit_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>ServiceNow Is a Vendor of Merit in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from ServiceNow.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/servicenow-is-a-vendor-of-merit-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective customer_experience_management VoiceOfTheCustomer " style=" text-align: center;" data-myorder="CallMiner Streamlines Use of Customer Interaction Data" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_CallMiner_Streamlines_Use_of_Customer_Interaction_Data.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>CallMiner Streamlines Use of Customer Interaction Data</h5>  <p>CallMiner’s software uses artificial intelligence to extract and analyze voice and text interactions, identifying enhancements for agents and customers.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/callminer-streamlines-use-of-customer-interaction-data">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter customer_experience_management field_service VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Avaya Is a Vendor of Assurance in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Avaya_Is_a_Vendor_of_Assurance_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Avaya Is a Vendor of Assurance in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Avaya.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/avaya-is-a-vendor-of-assurance-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix White Paper ContactCenter " style=" text-align: center;" data-myorder="Transitioning to the Hybrid Cloud" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">White Paper</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_270779783.jpg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Transitioning to the Hybrid Cloud</h5>  <p>Contact center platform vendors are transitioning to cloud offerings, but what if an enterprise is not ready to move all of its operations off-premises?</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/white_paper/customer_experience/transitioning_to_the_hybrid_cloud">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Genesys Is a Vendor of Assurance in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Genesys_Is_a_Vendor_of_Assurance_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Genesys Is a Vendor of Assurance in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Genesys.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/genesys-is-a-vendor-of-assurance-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Zendesk Is a Vendor of Merit in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Zendesk_Is_a_Vendor_of_Merit_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Zendesk Is a Vendor of Merit in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Zendesk.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/zendesk-is-a-vendor-of-merit-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="SAP Is Innovative and a Leader in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_SAP_Is_Innovative_and_a_Leader_in_Customer%20Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>SAP Is Innovative and a Leader in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from SAP.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/sap-is-innovative-and-a-leader-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="SugarCRM Is Rated Exemplary in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_SugarCRM_Is_Rated_Exemplary_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>SugarCRM Is Rated Exemplary in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from SugarCRM.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/sugarcrm-is-rated-exemplary-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Sprinklr Is Rated Exemplary and a Leader in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Sprinklr_Is_Rated_Exemplary_and_a_Leader_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Sprinklr Is Rated Exemplary and a Leader in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Sprinklr.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/sprinklr-is-rated-exemplary-and-a-leader-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Content Guru Is Rated Innovative and a Leader in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Content_Guru_Is_Rated_Innovative_and_a_Leader_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Content Guru Is Rated Innovative and a Leader in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Content Guru.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/content-guru-is-rated-innovative-and-a-leader-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Emplifi Is Rated Exemplary in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Emplifi_Is_Rated_Exemplary_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Emplifi Is Rated Exemplary in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Emplifi.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/emplifi-is-rated-exemplary-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Adobe Is Rated Exemplary and a Leader in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Adobe_Is_Rated_Exemplary_and_a_Leader_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Adobe Is Rated Exemplary and a Leader in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Adobe.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/adobe-is-rated-exemplary-and-a-leader-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Oracle Rated Exemplary and a Leader in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Oracle_Rated_Exemplary_and_a_Leader_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Oracle Rated Exemplary and a Leader in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Oracle.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/oracle-rated-exemplary-and-a-leader-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective " style=" text-align: center;" data-myorder="IoT Will Enhance Customer Experiences with Field Service" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/IoT_Will_Enhance_Customer_Experiences_with_Field_Service.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>IoT Will Enhance Customer Experiences with Field Service</h5>  <p>The Internet of Things enables automation that can improve the efficiency and speed to resolution of field service, enhancing the customer experience.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/iot-will-enhance-customer-experiences-with-field-service">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="NICE Is Rated Exemplary and a Leader in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_NICE_Is_Rated_Exemplary_and_a_Leader_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>NICE Is Rated Exemplary and a Leader in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from NICE.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/nice-is-rated-exemplary-and-a-leader-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Verint Is Rated Exemplary and an Overall Leader in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Verint_Is_Rated_Exemplary_and_an_Overall_Leader_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Verint Is Rated Exemplary and an Overall Leader in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Verint.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/verint-is-rated-exemplary-and-an-overall-leader-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Zoho Is Rated Exemplary and an Overall Leader in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Zoho_Is_Rated_Exemplary_and_an_Overall_Leader_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Zoho Is Rated Exemplary and an Overall Leader in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Zoho.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/zoho-is-rated-exemplary-and-an-overall-leader-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Salesforce Is Rated Exemplary and an Overall Leader in Customer Experience Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Salesforce_Is_Rated_Exemplary_and_an_Overall_Leader_in_Customer_Experience_Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Salesforce Is Rated Exemplary and an Overall Leader in Customer Experience Management</h5>  <p>Ventana Research assesses customer experience management software from Salesforce.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/salesforce-is-rated-exemplary-and-an-overall-leader-in-customer-experience-management">View</a></div> </div> </div> <div class="portfolio-item mix Viewpoint ContactCenter " style=" text-align: center;" data-myorder="Automation Should Support the Human Agent" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Viewpoint</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Ventana_Research_eBook_NICE_SMB_Contact_Center_Buyers_Guide_feature.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Automation Should Support the Human Agent</h5>  <p>Many organizations look to automation to control costs by making people more efficient. However, it is very common for teams to overlook automation’s other significant benefit: better agent engagement.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/viewpoint/customer_experience/automation_should_support_the_human_agent">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The 2023 Value Index for Customer Experience Management: Vendor and Product Ratings" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The%202023%20Value%20Index%20for%20Customer%20Experience%20Management%20Vendor%20and%20Product%20Ratings.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The 2023 Value Index for Customer Experience Management: Vendor and Product Ratings</h5>  <p>The 2023 Customer Experience Management Value Index gauges offerings from vendors to match buyers’ requirements for analytics and data software products.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-2023-value-index-for-customer-experience-management-vendor-and-product-ratings">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="All-Inclusive CX Suites Reveal the Big Picture to Optimize CX Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/All-Inclusive%20CX%20Suites%20Reveal%20the%20Big%20Picture%20to%20Optimize%20CX%20Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>All-Inclusive CX Suites Reveal the Big Picture to Optimize CX Management</h5>  <p>Customer experience software vendors are creating suites out of niche solutions, encouraging integration and highlighting tools such as AI and automation.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/all-inclusive-cx-suites-reveal-the-big-picture-to-optimize-cx-management">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The 2023 Market Agenda for CX: Analytics Takes Center Stage" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/The%202023%20Market%20Agenda%20for%20CX%20Analytics%20Takes%20Center%20Stage.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The 2023 Market Agenda for CX: Analytics Takes Center Stage</h5>  <p>The 2023 Customer Experience Market Agenda provides insights and best practices you need to maximize CX technology investments.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-2023-market-agenda-for-cx-analytics-takes-center-stage">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective " style=" text-align: center;" data-myorder="CSG Simplifies the Customer Journey" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_CSG_Simplifies_the_Customer_Journey.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>CSG Simplifies the Customer Journey</h5>  <p>CSG’s integrated CX software gives organizations greater control over the customer journey while also managing customer communication and data.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/csg-simplifies-the-customer-journey">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Verint Bets Big on Engagement Automation and Intelligence" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Verint%20Bets%20Big%20on%20Engagement%20Automation%20and%20Intelligence.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Verint Bets Big on Engagement Automation and Intelligence</h5>  <p>Verint announces customer experience software automation designed to help organizations overcome the challenges posed by changes in customer behavior.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/verint-bets-big-on-engagement-automation-and-intelligence">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Boost.ai Brings Conversational AI to Reality" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Boost.ai_Brings_Conversational_AI_to_Reality.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Boost.ai Brings Conversational AI to Reality</h5>  <p>Boost.ai provides a cloud-based, easy-to-use, no-code platform of virtual agents, voice and chatbots powered by conversational artificial intelligence.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/boost.ai-brings-conversational-ai-to-reality">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter " style=" text-align: center;" data-myorder="LiveVox Simplifies the Complex in the Contact Center" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_LiveVox_Simplifies_the_Complex_in_the_Contact_Center.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>LiveVox Simplifies the Complex in the Contact Center</h5>  <p>LiveVox offers a purpose-built cloud platform with advanced call center features like virtual agents, analytics, dynamic workflows and scripts.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/livevox-simplifies-the-complex-in-the-contact-center">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The CCaaS Business Case Shifts from Costs to Capabilities" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_The_CCaaS_Business_Case_Shifts_from_Costs_to_Capabilities.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The CCaaS Business Case Shifts from Costs to Capabilities</h5>  <p>Make contact center agents more efficient during voice calls and digital interactions with intelligent self-service.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-ccaas-business-case-shifts-from-costs-to-capabilities">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective " style=" text-align: center;" data-myorder="Clarios Earns 2022 Digital Leadership Award in CX with PhaseZero" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Clarios_Earns_2022_Digital_Leadership_Award_in_CX_with_PhaseZero.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Clarios Earns 2022 Digital Leadership Award in CX with PhaseZero</h5>  <p>Clarios earned the 2022 Digital Leadership Award in Customer Experience for using PhaseZero to advance digital commerce and customer engagement.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/clarios-earns-2022-digital-leadership-award-in-cx-with-phasezero">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective " style=" text-align: center;" data-myorder="ActionIQ CDP Activates CX Data" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_ActionIQ_CDP_Activates_CX_Data.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>ActionIQ CDP Activates CX Data</h5>  <p>CDPs help address CX challenges of fragmented data, data governance issues by centralizing, tracking and linking data to a unique customer profile.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/actioniq-cdp-activates-cx-data">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Optimizing Customer Communication Channels" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Optimizing_Customer_Communication_Channels.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Optimizing Customer Communication Channels</h5>  <p>Contact centers must balance cost control with advancing technology and evolving customer expectations to optimize communication channels.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/optimizing-customer-communication-channels">View</a></div> </div> </div> <div class="portfolio-item mix VentanaCast ContactCenter " style=" text-align: center;" data-myorder="Skills for the Modern Contact Center" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">VentanaCast</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Skills_for_the_Modern_CC_cover_image.jpg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Skills for the Modern Contact Center</h5>  <p>The nature of contact center agent work is rapidly shifting. How should leadership respond, and what are the new skills they should prioritize in their hiring?</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/ventanacast/customer_experience/skills_for_the_modern_contact_center">View</a></div> </div> </div> <div class="portfolio-item mix VentanaCast ContactCenter " style=" text-align: center;" data-myorder="Managing the Modern Contact Center" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">VentanaCast</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Managing_the_Modern_CC_cover_image.jpg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Managing the Modern Contact Center</h5>  <p>Today’s contact center supervisors can’t manage the way they’re used to—by walking the floor and talking to agents individually or in small groups. How can they get the insights they need to help their agents perform?</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/ventanacast/customer_experience/managing_the_modern_contact_center">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="NICE Elevates Power of Customer Experiences" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_MS_NICE_Elevates_Power_of_Customer_Experiences.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>NICE Elevates Power of Customer Experiences</h5>  <p>NICE provides customer experience applications that use AI to guide decisions based upon transactional data as well as the intent of an individual.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://marksmith.ventanaresearch.com/nice-elevates-power-of-customer-experiences">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Contact Centers Should Revisit KPIs for Strategic Relevance" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Contact_Centers_Should_Revisit_KPIs%20for_Strategic_Relevance.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Contact Centers Should Revisit KPIs for Strategic Relevance</h5>  <p>Contact centers need to look past traditional key performance indicators to metrics that demonstrate the impact on the overall customer relationship.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/contact-centers-should-revisit-kpis-for-strategic-relevance">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="[24]7.ai Wraps Contact Center Interactions in an Advanced AI Package" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_24_7_ai_Wraps_Contact_Center_Interactions_in_an_Advanced_AI_Package.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>[24]7.ai Wraps Contact Center Interactions in an Advanced AI Package</h5>  <p>[24]7.ai advances personalization, automation in the contact center to help organizations deliver superior customer service.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/247.ai-wraps-contact-center-interactions-in-an-advanced-ai-package">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter " style=" text-align: center;" data-myorder="Dialpad Enhances Customer Satisfaction Through AI" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Dialpad_Enhances_Customer_Satisfaction_Through_AI.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Dialpad Enhances Customer Satisfaction Through AI</h5>  <p>Dialpad is bringing CX into focus with an AI-driven platform that prioritizes building and supporting strong customer relationships.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/dialpad-enhances-customer-satisfaction-through-ai">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter " style=" text-align: center;" data-myorder="Content Guru Continues Its Growth in Contact Center in the Cloud" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Content_Guru_Continues_Its_Growth_in_Contact_Center_in_the_Cloud.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Content Guru Continues Its Growth in Contact Center in the Cloud</h5>  <p>Content Guru combines AI with established CCaaS technology in its storm CX platform, giving organizations an opportunity to elevate their CX game.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/content-guru-continues-its-growth-in-contact-center-in-the-cloud">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Intradiem Automates Agent Management in the Contact Center" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Intradiem_Automates_Agent_Management_in_the_Contact_Center.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Intradiem Automates Agent Management in the Contact Center</h5>  <p>Intradiem supports contact center optimization by automating agent management, freeing supervisors to focus on the customer experience.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/intradiem-automates-agent-management-in-the-contact-center">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Technology is Only Part of the Customer Experience Transformation" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Technology_is_Only_Part_of_the_Customer_Experience_Transformation.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Technology is Only Part of the Customer Experience Transformation</h5>  <p>Through 2025, establishing customer experience application suites on a common platform will be the focal point of the drive to optimize customer and organizational engagement.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/technology-is-only-part-of-the-customer-experience-transformation">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter " style=" text-align: center;" data-myorder="3CLogic Offers a Voice-Centric Cloud Contact Center Platform" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_3CLogic_Offers_a_Voice-Centric_Cloud_Contact_Center_Platform.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>3CLogic Offers a Voice-Centric Cloud Contact Center Platform</h5>  <p>Contact center technology is moving to the cloud at a slow but consistent pace. That has allowed the Contact Center as a Service (CCaaS) segment to grow steadily, opening the door to many different approaches for managing the infrastructure needed to</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/3clogic-offers-a-voice-centric-cloud-contact-center-platform">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Agent Performance Management Changes With the Times" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Agent%20Performance%20Management%20Changes%20With%20the%20Times.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Agent Performance Management Changes With the Times</h5>  <p>Today’s contact centers need to revisit core assumptions around measuring agent performance. Changes in business conditions influencing agent engagement raise new questions about whether traditional performance models are sufficient to address the mo</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/agent-performance-management-changes-with-the-times">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Why Outbound Is a Smart Channel for Customer Communication" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Why_Outbound_Is_a_Smart_Channel_for_Customer_Communication.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Why Outbound Is a Smart Channel for Customer Communication</h5>  <p>Outbound communication is used in a number of different contexts. For potential customers, traditional telemarketing still exists, though it is limited these days due to its minimal effectiveness. Instead, many customer-experience planners have subst</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/why-outbound-is-a-smart-channel-for-customer-communication">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Zoho One Reaching Needs of Larger Organizations" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Zoho_One_Reaching_Needs_of_Larger_Organizations.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Zoho One Reaching Needs of Larger Organizations</h5>  <p>Zoho presented analysts with a deep look at its strategy and roadmap at its July analyst conference, describing how it intends to meld its many business applications together through integration at the level of the platform. The company, which is pri</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/zoho-one-reaching-needs-of-larger-organizations">View</a></div> </div> </div> <div class="portfolio-item mix Webinar ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Go Big or Go Home: Why Small Businesses Should Invest in a Modern Contact Center" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Webinar</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Ventana_Research_eBook_NICE_SMB_Contact_Center_Buyers_Guide_feature.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Go Big or Go Home: Why Small Businesses Should Invest in a Modern Contact Center</h5>  <p>Small businesses have had to make do with tools that are less advanced than those used by their larger peers primarily due to issues of cost and complexity. But just making do isn’t a recipe for providing great customer experiences and fostering cust</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/webinar/go-big-or-go-home-why-small-businesses-should-invest-in-a-modern-contact-center-registration">View</a></div> </div> </div> <div class="portfolio-item mix Webinar ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Webinar: The Challenges of Managing Customer Engagement Data" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Webinar</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Research/Infographics/VR_INFO_Customer_Engagement_Digital_Age_BG.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Webinar: The Challenges of Managing Customer Engagement Data</h5>  <p>The number and variety of customer interactions are exploding and extend far beyond the contact center – into your branches, stores, digital and self-service channels and back office. However, this data is unstructured and may be stored in disparate </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/webinar/the-challenges-of-managing-customer-engagement-data-registration">View</a></div> </div> </div> <div class="portfolio-item mix Podcast AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Customer Experience Management and the Future of Work" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Podcast</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_92826908_5_Best_Practices_in_Sales_Planning_Cover_Image-843704-edited.jpg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Customer Experience Management and the Future of Work</h5>  <p>How can organizations balance the growing ability to automate interactions with the power of the human element and the need to maintain authentic customer relationships?</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/podcast/customer_experience_management_and_the_future_of_work">View</a></div> </div> </div> <div class="portfolio-item mix VentanaCast IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The Challenges of Modern Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">VentanaCast</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/customer%20%281%29-2.jpg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Challenges of Modern Customer Experience</h5>  <p>The problem with managing Customer Experience these days is that it covers a lot of ground, and touches a lot of people with different roles within an organization.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/ventanacast/the_challenges_of_modern_customer_experience">View</a></div> </div> </div> <div class="portfolio-item mix Infographic ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Adopting Contact Center in the Cloud" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Infographic</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Business%20woman%20using%20tablet%20with%20financial%2c%20cloud%20connectivity%20concept-1.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Adopting Contact Center in the Cloud</h5>  <p>Early telephony-based call centers were built using proprietary on-premises systems. As companies added additional channels of engagement, call centers evolved into contact centers. Today vendors are providing cloud-based contact centers that manage </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/infographic/customer_experience/adopting_contact_center_in_the_cloud">View</a></div> </div> </div> <div class="portfolio-item mix Infographic IntelligentCX " style=" text-align: center;" data-myorder="Digital Buyers Expect Engaging Product Experiences Infographic" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Infographic</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/Mastering_Product_Info_Background.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Digital Buyers Expect Engaging Product Experiences Infographic</h5>  <p>Organizations enable buyers to engage across multiple channels, but product information housed in silos can lead to inconsistent cross-channel digital buying experiences. Product Information Management (PIM) technology enables engaging merchandising </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/infographic/marketing/digital_buyers_expect_engaging_product_experiences_infographic">View</a></div> </div> </div> <div class="portfolio-item mix VentanaCast ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Building Friction-Free Customer Experiences" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">VentanaCast</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_279424238%20%281%29.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Building Friction-Free Customer Experiences</h5>  <p>Getting everyone who impacts the customer experience within an organization onto the same page can be difficult under normal circumstances—let alone during times of change or upheaval that scramble all our assumptions about customer expectations. Wat</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/videocast/building_friction_free_customer_experiences">View</a></div> </div> </div> <div class="portfolio-item mix QandA IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Digitally Optimizing the Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">QandA</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Portrait%20of%20a%20smiling%20customer%20service%20representative%20with%20an%20afro%20at%20the%20computer%20using%20headset-1.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Digitally Optimizing the Customer Experience</h5>  <p>A portfolio of industry changes are happening to meet the customer demand and needs from applications to adopting customer engagement hubs — to support any range of customer engagement.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/qa/customer_experience/digitally_optimizing_the_customer_experience">View</a></div> </div> </div> <div class="portfolio-item mix QandA IntelligentCX " style=" text-align: center;" data-myorder="Managing Experiences Across Roles" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">QandA</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Website_Files/Homepage/Homepage_Slider/2020/Employee_Experience_Start_AdobeStock_276580694.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Managing Experiences Across Roles</h5>  <p>How have new modes of work and communication changed the nature of these various experiences? Are the changes going to be a permanent part of the business landscape? Read the Q&A.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/qa/customer_experience/managing_experiences_across_roles">View</a></div> </div> </div> <div class="portfolio-item mix QandA ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Choosing a CCaaS for Small and Mid-Sized Organizations" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">QandA</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_150936311.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Choosing a CCaaS for Small and Mid-Sized Organizations</h5>  <p>What kind of CCaaS should a contact center consider? What buying criteria should rise to the top when considering a CCaaS? Where will a small organization see the real value from a CCaaS platform? Read the Q&A.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/qa/customer_experience/choosing_a_ccaas_for_small_and_mid_sized_organizations">View</a></div> </div> </div> <div class="portfolio-item mix QandA AgentManagement ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="How to Boost Customer Experience by Improving the Agent Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">QandA</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_416529624.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>How to Boost Customer Experience by Improving the Agent Experience</h5>  <p>What is the relationship between the agent experience and the customer experience? How does the change in available tools and infrastructure impact how organizations manage agents and through them, customer relationships? What should contact center</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/qa/customer_experience/how_to_boost_customer_experience_by_improving_the_agent_experience">View</a></div> </div> </div> <div class="portfolio-item mix IntelligentCX " style=" text-align: center;" data-myorder="Open Digital Communication for the Enterprise" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;"></h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_299024470.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Open Digital Communication for the Enterprise</h5>  <p>Organizations are embracing digital communication to improve their productivity and optimize collaboration across the entire enterprise. With the wide variety of tools now available, organizations can easily create more complexity than they realize a</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/self-assessment/customer_experience/open_digital_communication_for_the_enterprise">View</a></div> </div> </div> <div class="portfolio-item mix White Paper AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Empower the Modern and Agile Agent Workforce" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">White Paper</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_231495264.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Empower the Modern and Agile Agent Workforce</h5>  <p>Readiness and agility of the workforce is the foundation of business resiliency. Black swan events will test an organization’s ability to respond and operate effectively under challenging conditions, including pandemics and other disruptions that for</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/white_paper/customer_experience/empower_the_modern_and_agile_agent_workforce">View</a></div> </div> </div> <div class="portfolio-item mix White Paper ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Modern Customer Analytics for Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">White Paper</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Webinars/Back_to_Business_Technology_Sessions/New_Generation_of_Agent_Experience_Technology/AdobeStock_168292571-med.jpg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Modern Customer Analytics for Customer Experience</h5>  <p>Truly transformational value gains from optimizing customer experiences have yet to be realized. Even after decades of focusing on CRM as the main tool for improving customer relationships, organizations still struggle to fully understand their custo</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/white_paper/customer_experience/modern_customer_analytics_for_customer_experience">View</a></div> </div> </div> <div class="portfolio-item mix White Paper ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Incident Management for Continuity and Resilience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">White Paper</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_316839352.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Incident Management for Continuity and Resilience</h5>  <p>There is a big, practical difference between managing the experience of one customer with a problem versus one thousand customers having the same problem. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/white_paper/customer_experience/incident_management_for_continuity_and_resilience">View</a></div> </div> </div> <div class="portfolio-item mix White Paper AgentManagement ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Optimizing the Agent Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">White Paper</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Website_Files/Homepage/Homepage_Slider/2020/AdobeStock_176270678.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Optimizing the Agent Experience</h5>  <p>The quality of the customer experience is a competitive differentiator for most organizations. Our research confirms this, finding that improving the customer experience is a top priority for 82% of organizations looking to improve the way they handl</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/white_paper/customer_experience/optimizing_the_agent_experience">View</a></div> </div> </div> <div class="portfolio-item mix White Paper ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Building a Unified Workforce for Customer Engagement" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">White Paper</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_202179910.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Building a Unified Workforce for Customer Engagement</h5>  <p>Two years after the pandemic upended contact center operations, many managers are finding that they still face challenges finding enough staff to meet customer demand. What was an unusual situation has now become a continuing structural problem that </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/white_paper/customer_experience/building_a_unified_workforce_for_customer_engagement">View</a></div> </div> </div> <div class="portfolio-item mix Research Perspective VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Innovation Sharpens the Customer Focus" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Research Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_174893789.webp) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Innovation Sharpens the Customer Focus</h5>  <p>Customer behavior has changed. Customers today use significantly more channels of communication to engage with companies. When they shop, the convenience of online access has led them to be more demanding because they can go elsewhere with a few clic</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/research-perspective/customer_experience/innovation_sharpens_the_customer_focus">View</a></div> </div> </div> <div class="portfolio-item mix Viewpoint ContactCenter " style=" text-align: center;" data-myorder="Why Unifying UCaaS and CCaaS Makes Sense" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Viewpoint</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/customer%20%281%29-1.jpg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Why Unifying UCaaS and CCaaS Makes Sense</h5>  <p>The drive to move communications tools into the cloud was not supposed to create more silos, but unfortunately the division between internally focused business communications tools like phone and chat (Unified Communications as a Service, or “UCaaS”)</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/viewpoint/customer_experience/why_unifying_ucaas_and_ccaas_makes_sense">View</a></div> </div> </div> <div class="portfolio-item mix Research Perspective ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Putting Customer Conversations to Work" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Research Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Webinars/Back_to_Business_Technology_Sessions/Innovating_Voice_of_the_Customer_Technologies/AdobeStock_208939767-med.jpg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Putting Customer Conversations to Work</h5>  <p>Customers have conversations across the organization. They interact with people in Sales, Service, Support and in some cases even with an organization’s products or services via smart speakers. While our research confirms that the telephone is still </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/research_perspective/customer_experience/putting_customer_conversations_to_work">View</a></div> </div> </div> <div class="portfolio-item mix Research Perspective IntelligentCX " style=" text-align: center;" data-myorder="Making Subscriptions Part of Modern Business Models" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Research Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Webinars/Subscription_Management_Digital_Economy/Subscription_mgnt_image.jpg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Making Subscriptions Part of Modern Business Models</h5>  <p>Subscription was once the Next Big Thing in business. But now, e-commerce and subscription/usage business models are simply the way that customers—and organizations—want to conduct business.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/research_perspective/office_of_revenue/making_subscriptions_part_of_modern_business_models">View</a></div> </div> </div> <div class="portfolio-item mix Research Perspective AgentManagement ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="The Future Contact Center is Here Now" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Research Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_235368298.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Future Contact Center is Here Now</h5>  <p>For contact centers, the pandemic upended everything—from agents to costs to service levels. Much of the agent population will continue to work remotely indefinitely. As a result, many organizations find themselves confronting a gap in their ability </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/research_perspective/customer_experience/the_future_contact_center_is_here_now">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Preparing Agents for Success in Automated, Distributed Contact Centers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Preparing%20Agents%20for%20Success%20in%20Automated%2c%20Distributed%20Contact%20Centers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Preparing Agents for Success in Automated, Distributed Contact Centers</h5>  <p>The contact center industry is reexamining how organizations engage with contact center agents. One thing that we learned from the forced movement to work-from-home was that organizations have to provide agents with appropriate tools to collaborate a</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/preparing-agents-for-success-in-automated-distributed-contact-centers">View</a></div> </div> </div> <div class="portfolio-item mix eBook IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Overcoming Customer Engagement Obstacles" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">eBook</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Website_Files/Homepage/Homepage_Slider/2020/Employee_Experience_Start_AdobeStock_276580694.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Overcoming Customer Engagement Obstacles</h5>  <p>In today’s highly competitive and increasingly digital markets, customers can switch suppliers at the click of a button; therefore, a determined focus on customer retention is essential, and a key to retention is the quality of the customer experienc</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/ebook/customer_experience/overcoming_customer_engagement_obstacles">View</a></div> </div> </div> <div class="portfolio-item mix Viewpoint AgentManagement ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Get Ready for the New Era of Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Viewpoint</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AdobeStock_232647344_explore.webp) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Get Ready for the New Era of Customer Experience</h5>  <p>Organizations had to move quickly to cope with the shock caused by the pandemic in 2020. They had to recreate their operations in remote form, using technology to extend into workers’ homes to stay open.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/viewpoint/customer_experience/get_ready_for_the_new_era_of_customer_experience">View</a></div> </div> </div> <div class="portfolio-item mix eBook ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Cloud Contact Center Buyer’s Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">eBook</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Stock%20images/Cloud%20Contact%20Center%20Buyer%E2%80%99s%20Guide.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Cloud Contact Center Buyer’s Guide</h5>  <p>Today’s contact centers have the opportunity to refine old processes and adopt innovative new technologies. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/ebook/customer_experience/cloud_contact_center_buyers_guide">View</a></div> </div> </div> <div class="portfolio-item mix eBook IntelligentCX " style=" text-align: center;" data-myorder="Taking Stock of Legacy Software" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">eBook</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Taking%20Stock%20of%20Legacy%20Software.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Taking Stock of Legacy Software</h5>  <p>It can be hard to spot deterioration in software. Performance degradation happens subtly over time in all software, including finance department software such as performance management and ERP systems. However, our research finds a correlation betwee</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/ebook/office_of_finance/taking_stock_of_legacy_software">View</a></div> </div> </div> <div class="portfolio-item mix eBook " style=" text-align: center;" data-myorder="How to Achieve an ROI from PIM" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">eBook</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/2022_Latest_Research/AdobeStock_VI%20Embedded%20Analytics.webp) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>How to Achieve an ROI from PIM</h5>  <p>Modern product information management (PIM) has the potential to deliver value far beyond the efficiency gains of the current operational approach. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/ebook/customer_experience/how_to_achieve_an_roi_from_pim">View</a></div> </div> </div> <div class="portfolio-item mix eBook ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Closing the Customer Engagement Gap" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">eBook</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Research/eBooks/closing%20the%20customer%20engagement%20gap%20-%20Verint%20-%20Ebook%20Cover.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Closing the Customer Engagement Gap</h5>  <p>In the near future, contact center agents will still work from home. People will still buy online and expect curbside pickup from retail stores. For simple or routine issues, many customers move past a phone call to chat, messaging, email or choose t</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/ebook/customer_experience/closing_the_customer_engagement_gap">View</a></div> </div> </div> <div class="portfolio-item mix eBook AgentManagement ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Hidden Resources Can Close the Capacity Gap" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">eBook</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_90777128.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Hidden Resources Can Close the Capacity Gap</h5>  <p>With new workforce dynamics, ever expanding customer engagement channels and exponentially more customer interactions, organizations are facing an engagement capacity gap.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/ebook/customer_experience/hidden_resources_can_close_the_capacity_gap">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter " style=" text-align: center;" data-myorder="NICE Earns Customer Experience Digital Innovation Award for 2022" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_NICE%20Earns%20Customer%20Experience%20Digital%20Innovation%20Award%20for%202022.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>NICE Earns Customer Experience Digital Innovation Award for 2022</h5>  <p>The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications as well as technology that contributes significantly to the improved processes and performance of an organization. Our </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/nice-earns-customer-experience-digital-innovation-award-for-2022">View</a></div> </div> </div> <div class="portfolio-item mix eBook AgentManagement IntelligentCX " style=" text-align: center;" data-myorder="Elevating Agent Engagement" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">eBook</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/2022_Latest_Research/AdobeStock_186622080-med.webp) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Elevating Agent Engagement</h5>  <p>In order to elevate the customer experience, organizations must develop programs and best practices that elevate the agent experience.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/ebook/customer_experience/elevating_agent_engagement">View</a></div> </div> </div> <div class="portfolio-item mix " style=" text-align: center;" data-myorder="" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;"></h6> <div class="portfolio-image" style="background: url() top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5></h5>  <p></p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Field Service Heads for Greater Automation and Integration" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Field%20Service%20Heads%20for%20Greater%20Automation%20and%20Integration.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Field Service Heads for Greater Automation and Integration</h5>  <p>Field service is a segment of customer experience that is dominated by two elements: the complexity of the issues handled, and the high cost of providing on-site services. It is recognized as a critical component of the service experience, especially</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/field-service-heads-for-greater-automation-and-integration">View</a></div> </div> </div> <div class="portfolio-item mix Viewpoint ContactCenter " style=" text-align: center;" data-myorder="Contact Center Quality Processes Must Modernize for the Digital Era" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Viewpoint</h6> <div class="portfolio-image" style="background: url() top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Contact Center Quality Processes Must Modernize for the Digital Era</h5>  <p>The tried-and-true quality assurance processes that many contact center practitioners relied on for years are probably well out of date. It is time to reevaluate how quality is tracked and measured, and to implement some sensible new practices that t</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/viewpoint/customer_experience/contact_center_quality_processes_must_modernize_for_the_digital_era">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter " style=" text-align: center;" data-myorder="Amazon Connect Adds Workforce Optimization Capabilities" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Amazon%20Connect%20Adds%20Workforce%20Optimization%20Capabilities.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Amazon Connect Adds Workforce Optimization Capabilities</h5>  <p>At Enterprise Connect in March, Amazon announced new functionality in its cloud contact center platform, Amazon Connect. The company is now including a full Workforce Optimization component, which includes built-in forecasting, capacity planning and </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/amazon-connect-adds-workforce-optimization-capabilities">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Work-From-Anywhere Has a Communications Impact" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Work-From-Anywhere%20Has%20a%20Communications%20Impact.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Work-From-Anywhere Has a Communications Impact</h5>  <p>Contact centers are undergoing a radical reshuffling of the workforce, partly because the pandemic shifted agents to remote work. But the trends were in place to reorganize the world of work long before the pandemic. Digital contact channels, which a</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/work-from-anywhere-has-a-communications-impact">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter " style=" text-align: center;" data-myorder="Alvaria’s CX Platform Delivers Personalized Experiences" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Alvaria%E2%80%99s%20CX%20Platform%20Delivers%20Personalized%20Experiences.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Alvaria’s CX Platform Delivers Personalized Experiences</h5>  <p>In the present-day market where the gap between consumers and the vendors they engage is shrinking, an organization’s ability to deliver a personalized customer experience is more important than ever. Consumers expect interactions that are intuitive,</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/alvarias_cx_platform_delivers_personalized_experiences">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Technology Trends in Customer Support Software" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Technology%20Trends%20in%20Customer%20Support%20Software.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Technology Trends in Customer Support Software</h5>  <p>Customer Service and Support (CSS) software is about more than case tracking and trouble tickets. Many organizations view the service call as an opportunity to solidify a positive customer relationship and perhaps enhance the loyalty and value of the</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/technology_trends_in_customer_support_software">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter " style=" text-align: center;" data-myorder="Ujet Simplifies Omnichannel Interactions in the Contact Center" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Ujet%20Simplifies%20Omnichannel%20Interactions%20in%20the%20Contact%20Center.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Ujet Simplifies Omnichannel Interactions in the Contact Center</h5>  <p>Although the bulk of contact center seats are still served by on-premises equipment, there appears to be a consensus that the cloud is better suited to delivering a successful, omnichannel customer experience, and that most new contact center deploym</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/ujet-simplifies-omnichannel-interactions-in-the-contact-center">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter " style=" text-align: center;" data-myorder="OnviSource Brings Intelligence to Contact Center Automation" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_OnviSource%20Brings%20Intelligence%20to%20Contact%20Center%20Automation.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>OnviSource Brings Intelligence to Contact Center Automation</h5>  <p>Today’s contact center agents find themselves handling increasingly more complex interactions due to changes in consumer demand, advances in self-service and the proliferation of digital contact channels. This added complexity requires continuous age</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/onvisource-brings-intelligence-to-contact-center-automation">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Why We Need a New Definition for CX Software Platforms" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Why%20We%20Need%20a%20New%20Definition%20for%20CX%20Software%20Platforms.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Why We Need a New Definition for CX Software Platforms</h5>  <p>The technology underpinning customer experience (CX) is a hodgepodge of tools that have been developed for niche use cases and then expanded to fill broader roles. Examples include the old (CRM, help desk software and speech analytics) and the new (c</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/why-we-need-a-new-definition-for-cx-software-platforms">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Contact Center Cost Control, Part 2: Getting Granular" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Contact%20Center%20Cost%20Control_Part%202_Getting%20Granular.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Contact Center Cost Control, Part 2: Getting Granular</h5>  <p>In a previous Analyst Perspective, we discussed some of the big-picture trends that are bringing cost control back as a core driver of contact center operations. In this report we will tackle some of the practical ramifications: how those trends affe</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/contact-center-cost-control-part-2-getting-granular">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Enghouse Interactive is a Vendor of Merit in Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Enghouse%20Interactive%20is%20a%20Vendor%20of%20Merit%20in%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Enghouse Interactive is a Vendor of Merit in Agent Management Value Index</h5>  <p>We are happy to share some insights about Enghouse Interactive, drawn from our latest Ventana Research Value Index: Agent Management which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/enghouse-interactive-is-a-vendor-of-merit-in-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Blue Yonder is a Workforce Management Value Index Vendor of Merit" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Blue%20Yonder%20is%20a%20Workforce%20Management%20Value%20Index%20Vendor%20of%20Merit.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Blue Yonder is a Workforce Management Value Index Vendor of Merit</h5>  <p>Ventana Research is sharing insights about Blue Yonder, drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/blue-yonder-is-a-workforce-management-value-index-vendor-of-merit">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Lifesize is a Vendor of Merit in the Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Lifesize%20is%20a%20Vendor%20of%20Merit%20in%20the%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Lifesize is a Vendor of Merit in the Agent Management Value Index</h5>  <p>Ventana Research is happy to share some insights about Lifesize, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/lifesize-is-a-vendor-of-merit-in-the-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Mitel is a Vendor of Merit in the Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Mitel%20is%20a%20Vendor%20of%20Merit%20in%20the%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Mitel is a Vendor of Merit in the Agent Management Value Index</h5>  <p>Ventana Research is happy to share some insights about Mitel, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/mitel-is-a-vendor-of-merit-in-the-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Contact Center Cost Control, Part 1: Rethinking Modern Operations" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Contact%20Center%20Cost%20Control_Part%201_Rethinking%20Modern%20Operations.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Contact Center Cost Control, Part 1: Rethinking Modern Operations</h5>  <p>Contact centers have always been very cost-centric and attuned to the kinds of constraints that they have to operate in, but many organizations were diverted from that kind of focus when the pandemic first hit.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/contact-center-cost-control-part-1-rethinking-modern-operations">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Elevēo is a Vendor of Merit in the Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Eleve%CC%84o%20is%20a%20Vendor%20of%20Merit%20in%20the%20Agent%20Management%20Value%20Index-1.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Elevēo is a Vendor of Merit in the Agent Management Value Index</h5>  <p>We are happy to share some insights about Elevēo, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/elev%C4%93o-is-a-vendor-of-merit-in-the-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Playvox is a Vendor of Merit in the Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Playvox%20is%20a%20Vendor%20of%20Merit%20in%20the%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Playvox is a Vendor of Merit in the Agent Management Value Index</h5>  <p>Ventana Research is happy to share some insights about Playvox, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/playvox-is-a-vendor-of-merit-in-the-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="RingCentral is a Vendor of Merit in the Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_RingCentral%20is%20a%20Vendor%20of%20Merit%20in%20the%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>RingCentral is a Vendor of Merit in the Agent Management Value Index</h5>  <p>Ventana Research is happy to share some insights about RingCentral, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/ringcentral-is-a-vendor-of-merit-in-the-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Top Trends in VoC Analytics" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Top%20Trends%20in%20VoC%20Analytics.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Top Trends in VoC Analytics</h5>  <p>A formal Voice of the Customer (VoC) program is a necessity for any organization that wants to grow its customer base and differentiate from its competitors. Unfortunately, many organizations have not updated their notion of “formal” in quite a few y</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/top-trends-in-voc-analytics">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="8x8 is Innovative in Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_8x8%20is%20Innovative%20in%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>8x8 is Innovative in Agent Management Value Index</h5>  <p>We are happy to share some insights about 8x8, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/8x8-is-innovative-in-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Five9 is a Vendor of Merit in the Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Five9%20is%20a%20Vendor%20of%20Merit%20in%20the%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Five9 is a Vendor of Merit in the Agent Management Value Index</h5>  <p>We are happy to share some insights about Five9, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/five9-is-a-vendor-of-merit-in-the-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Salesforce is Vendor of Assurance in the Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Salesforce%20is%20Vendor%20of%20Assurance%20in%20the%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Salesforce is Vendor of Assurance in the Agent Management Value Index</h5>  <p>We are happy to share some insights about Salesforce drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/salesforce-is-vendor-of-assurance-in-the-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Cisco is Innovative in Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Cisco%20is%20Innovative%20in%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Cisco is Innovative in Agent Management Value Index</h5>  <p>We are happy to share some insights about Cisco, drawn from our Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/cisco-is-innovative-in-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Content Guru is Exemplary in Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Content%20Guru%20is%20Exemplary%20in%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Content Guru is Exemplary in Agent Management Value Index</h5>  <p>We are happy to share some insights about Content Guru, drawn from our Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/content-guru-is-exemplary-in-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Alvaria is a Vendor of Assurance for Agent Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Alvaria%20is%20a%20Vendor%20of%20Assurance%20for%20Agent%20Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Alvaria is a Vendor of Assurance for Agent Management</h5>  <p>We are happy to share some insights about Alvaria, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/alvaria-is-a-vendor-of-assurance-for-agent-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Talkdesk is an Exemplary Vendor in the Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Talkdesk%20is%20an%20Exemplary%20Vendor%20in%20the%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Talkdesk is an Exemplary Vendor in the Agent Management Value Index</h5>  <p>Ventana Research is happy to share some insights about Talkdesk, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/talkdesk-is-an-exemplary-vendor-in-the-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Genesys is Exemplary in Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Genesys%20is%20Exemplary%20in%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Genesys is Exemplary in Agent Management Value Index</h5>  <p>We are happy to share some insights about Genesys, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/genesys-is-exemplary-in-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Calabrio is Exemplary in Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Calabrio%20is%20Exemplary%20in%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Calabrio is Exemplary in Agent Management Value Index</h5>  <p>We are happy to share some insights about Calabrio, drawn from our Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/calabrio-is-exemplary-in-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Avaya is an Exemplary Vendor in Agent Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Avaya%20is%20an%20Exemplary%20Vendor%20in%20Agent%20Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Avaya is an Exemplary Vendor in Agent Management</h5>  <p>Ventana Research is happy to share some insights about Avaya, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/avaya-is-an-exemplary-vendor-in-agent-management">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Verint is Exemplary in the Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Verint%20is%20Exemplary%20in%20the%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Verint is Exemplary in the Agent Management Value Index</h5>  <p>We are happy to share some insights about Verint, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/verint-is-exemplary-in-the-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The 2022 Market Agenda for CX: Enabling Resilience in Experiences" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_The%202022%20Market%20Agenda%20for%20CX-Enabling%20Resilience%20in%20Experiences.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The 2022 Market Agenda for CX: Enabling Resilience in Experiences</h5>  <p>Ventana Research recently announced its Market Agenda in the expertise area of Customer Experience. For the past several years, many organizations have found it challenging to provide excellent customer experiences in the face of drastic technology c</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-2022-market-agenda-for-cx-enabling-resilience-in-experiences">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="NICE is Exemplary in the Agent Management Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_NICE%20is%20Exemplary%20in%20the%20Agent%20Management%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>NICE is Exemplary in the Agent Management Value Index</h5>  <p>Ventana Research is happy to share some insights about NICE, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/nice-is-exemplary-in-the-agent-management-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The 2022 Value Index for Agent Management Classifies and Rates Vendors" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_The%202022%20Value%20Index%20for%20Agent%20Management%20Classifies%20and%20Rates%20Vendors.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The 2022 Value Index for Agent Management Classifies and Rates Vendors</h5>  <p>Ventana Research is sharing insights gleaned from our latest Value Index research, an assessment of how well vendors’ offerings meet buyers’ requirements. The Ventana Research Value Index: Agent Management 2022 is the distillation of a year of market</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-2022-value-index-for-agent-management-classifies-and-rates-vendors">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Shifts in Agent Management Software Benefit Agent Experiences" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Shifts%20in%20Agent%20Management%20Software%20Benefit%20Agent%20Experiences.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Shifts in Agent Management Software Benefit Agent Experiences</h5>  <p>The 2022 Ventana Research Value Index for agent management software is published, offering interesting observations about how the market is advancing to provide more sophistication to agents and the management of them. The market is now characterized</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/shifts-in-agent-management-software-benefit-agent-experiences">View</a></div> </div> </div> <div class="portfolio-item mix Market Perspective VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Technical College System Earns Digital Leadership Award in Customer Experience with Salesforce and TargetX for 2021" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Market Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/MP_Technical%20College%20System%20Earns%20Digital%20Leadership%20Award%20in%20Customer%20Experience%20with%20Salesforce.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Technical College System Earns Digital Leadership Award in Customer Experience with Salesforce and TargetX for 2021</h5>  <p>The annual Ventana Research Digital Leadership Awards recognize organizations and individuals that utilize technology to advance business and IT. The Digital Leadership Awards showcase the professional leadership and their use of business application</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://www.ventanaresearch.com/market-perspectives/technical-college-system-earns-digital-leadership-award-in-customer-experience-with-salesforce-and-targetx-for-2021">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Customer Experience Needs Accountability with Executive Leadership" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Customer%20Experience%20Needs%20Accountability%20with%20Executive%20Leadership.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Customer Experience Needs Accountability with Executive Leadership</h5>  <p>The contact center is where much of customer experience management happens, but it is by no means the beginning or end of the CX story. Other departments, notably marketing and revenue, have a stake in what happens during the customer’s lifecycle. Wh</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/customer-experience-needs-accountability-with-executive-leadership">View</a></div> </div> </div> <div class="portfolio-item mix Buyers Guide AgentManagement " style=" text-align: center;" data-myorder="Agent Management 2022 Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Buyers Guide</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/VR_VI_AM_Logo.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Agent Management 2022 Value Index</h5>  <p>This Value Index report evaluates the following vendors that offer products that address key elements of agent management as we define it: 8x8 Inc., Alvaria, Inc., Avaya Inc., Calabrio, Inc., Cisco Systems, Inc., Redwood Technologies Group Ltd. (Cont</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/value_index/customer_experience/agent_management/market-report/2022">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Automating Workflows for a Better Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Automating%20Workflows%20for%20a%20Better%20Customer%20Experience.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Automating Workflows for a Better Customer Experience</h5>  <p>Any organization that relies heavily on a large labor force looks to automation to reduce costs, and contact centers are no exception. They handle interactions at such large scale that almost any effort to automate some part of the process can delive</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/automating-workflows-for-a-better-customer-experience">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Vonage Buys Into Conversational Commerce With Jumper.ai" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Vonage%20Buys%20Into%20Conversational%20Commerce%20With%20Jumper.ai.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Vonage Buys Into Conversational Commerce With Jumper.ai</h5>  <p>When migrating their communications stacks to the cloud, many organizations come face to face with a quandary: do they emphasize the business phone system and gravitate toward a unified communications vendor? Or should they focus on the specific appl</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/vonage-buys-into-conversational-commerce-with-jumper.ai">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="NICE CXi Is a Pivot to the Post-Contact Center World" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_NICE%20CXi%20Is%20a%20Pivot%20to%20the%20Post-Contact%20Center%20World.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>NICE CXi Is a Pivot to the Post-Contact Center World</h5>  <p>When NICE acquired inContact in 2016, it began a transformation that saw it broaden its product offering and positioned itself to play a larger role in the contact center and customer experience industries.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/nice-cxi-is-a-pivot-to-the-post-contact-center-world">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter " style=" text-align: center;" data-myorder="Digital Communication Platforms Enable Better Work and Customer Experiences" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_MS_Digital%20Communication%20Platforms%20Enable%20Better%20Work%20and%20Customer%20Experiences.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Digital Communication Platforms Enable Better Work and Customer Experiences</h5>  <p>The age of digital communication platforms is upon us. The need has never been greater for an open and secure platform that satisfies the demand for enterprise-grade business and technology requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://marksmith.ventanaresearch.com/digital-communication-platforms-enable-better-work-and-customer-experiences">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement VoiceOfTheCustomer " style=" text-align: center;" data-myorder="AI’s Value to Contact Centers: Improved Customer and Agent Experiences" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_AI%E2%80%99s%20Value%20to%20Contact%20Centers-Improved%20Customer%20and%20Agent%20Experiences-1.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>AI’s Value to Contact Centers: Improved Customer and Agent Experiences</h5>  <p>When artificial intelligence emerged from the labs and vendors started offering it as a component of their software, many contact-center buyers shied away from it. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/ais-value-to-contact-centers-improved-customer-and-agent-experiences">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="AI’s Value to Contact Centers: What Are the Use Cases" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_AI%E2%80%99s%20Value%20to%20Contact%20Centers-What%20Are%20the%20Use%20Cases.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>AI’s Value to Contact Centers: What Are the Use Cases</h5>  <p>In part one of this Analyst Perspective on the use of artificial intelligence within contact center applications, we focused on the evolution — and resulting benefits — of tools embedded with AI, including ease-of-use for non-data-scientists.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/ais-value-to-contact-centers-what-are-the-use-cases">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Calabrio Brings VoC to Larger CX Potential" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Calabrio%20Brings%20VoC%20to%20Larger%20CX%20Potential.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Calabrio Brings VoC to Larger CX Potential</h5>  <p>Tools for contact center agent management have changed considerably in the past few years. The suite of software applications has grown from those that perform core functions in scheduling and quality control to include more advanced solutions for ag</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/calabrio-brings-voc-to-larger-cx-potential">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The Pandemic Heightens Need for Agent Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_The%20Pandemic%20Heightens%20Need%20for%20Agent%20Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Pandemic Heightens Need for Agent Management</h5>  <p>The primary effect of the pandemic on agent/workforce management beginning in 2020 was a rush to re-site and re-equip contact centers and agents.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-pandemic-heightens-need-for-agent-management">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Uniphore Automates Intelligent Conversations" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Uniphore%20Automates%20Intelligent%20Conversations.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Uniphore Automates Intelligent Conversations</h5>  <p>Customer support operations increasingly rely on automation and complex workflow processes to reduce costs and improve experiences.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/uniphore-automates-intelligent-conversations">View</a></div> </div> </div> <div class="portfolio-item mix QandA AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Managing Experiences Across Roles" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">QandA</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_375289532.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Managing Experiences Across Roles</h5>  <p>We increasingly define the success of modern business processes through the prism of “experiences”—what customers, users and employees encounter when they deal with technology and each other. Why has it been so difficult for organizations to design e</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/qa/customer_experience/managing_experiences_across_roles">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Dialpad Stresses the Unity of UCaaS and CCaaS" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_DialPad%20Stresses%20the%20Unity%20of%20UCaaS%20and%20CCaaS.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Dialpad Stresses the Unity of UCaaS and CCaaS</h5>  <p>Dialpad provides contact center and business phone services, a market that is in transition due to a convergence of technologies and business conditions.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/dialpad-stresses-the-unity-of-ucaas-and-ccaas">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Reltio Earns Marketing Digital Innovation Award for 2021" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Reltio%20Earns%20Marketing%20Digital%20Innovation%20Award%20for%202021-1.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Reltio Earns Marketing Digital Innovation Award for 2021</h5>  <p>The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/reltio-earns-marketing-digital-innovation-award-for-2021">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Field Service Transformation for CX Differentiation" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Field%20Service%20Transformation%20for%20CX%20Differentiation.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Field Service Transformation for CX Differentiation</h5>  <p>Field service is one element of the service-delivery process that an organization must get right or risk alienating important customers and causing friction in the relationship. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/field-service-transformation-for-cx-differentiation">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="ServiceNow Earns Customer Experience Digital Innovation Award for 2021" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_ServiceNow%20Earns%20Customer%20Experience%20Digital%20Innovation%20Award%20for%202021.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>ServiceNow Earns Customer Experience Digital Innovation Award for 2021</h5>  <p>The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/servicenow-earns-customer-experience-digital-innovation-award-for-2021">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Are DXPs Really Needed in a CX World?" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Are%20DXPs%20Really%20Needed%20in%20a%20CX%20World.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Are DXPs Really Needed in a CX World?</h5>  <p>Customer experience (CX) tools are going through a transition, from piecemeal applications designed to solve narrowly defined problems, to broader suites with integrated functionality. This is occurring along multiple fronts in CX.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/are-dxps-really-needed-in-a-cx-world">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="ServiceNow Brings Customer Workflows with Automation and Intelligence" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_ServiceNow%20Brings%20Customer%20Workflows%20with%20Automation%20and%20Intelligence.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>ServiceNow Brings Customer Workflows with Automation and Intelligence</h5>  <p>Customer Service & Support (CSS) is a software segment that provides tools for tracking and resolving customer problems, primarily through contact centers. The segment has been mature for decades but today is reinvigorated by a new emphasis on workfl</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/servicenow-brings-customer-workflows-with-automation-and-intelligence">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="CX Suites Focus on Managing Customer Experiences" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_CX%20Suites%20Focus%20on%20Managing%20Customer%20Experiences.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>CX Suites Focus on Managing Customer Experiences</h5>  <p>When we speak of the “customer experience,” we are really referring to the results of a broad spectrum of activities that collectively we describe as a journey or a lifecycle.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/cx-suites-focus-on-managing-customer-experiences">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Enghouse Altitude Rated with Assurance in Contact Center Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Enghouse%20Altitude%20Rated%20with%20Assurance%20in%20Contact%20Center%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Enghouse Altitude Rated with Assurance in Contact Center Value Index</h5>  <p>We are happy to share some insights about Altitude, now part of Enghouse, drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/enghouse-altitude-rated-with-assurance-in-contact-center-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="8x8 Provides Assurance in Contact Center in the Cloud Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_8x8%20Provides%20Assurance%20in%20Contact%20Center%20in%20the%20Cloud%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>8x8 Provides Assurance in Contact Center in the Cloud Value Index</h5>  <p>We are happy to share some insights about 8x8 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/8x8-provides-assurance-in-contact-center-in-the-cloud-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Twilio is Vendor of Merit in Contact Center in the Cloud Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Twilio%20is%20Vendor%20of%20Merit%20in%20Contact%20Center%20in%20the%20Cloud%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Twilio is Vendor of Merit in Contact Center in the Cloud Value Index</h5>  <p>We are happy to share some insights about Twilio drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/twilio-is-vendor-of-merit-in-contact-center-in-the-cloud-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Amazon has Merit in the Contact Center in the Cloud Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Amazon%20has%20Merit%20in%20the%20Contact%20Center%20in%20the%20Cloud%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Amazon has Merit in the Contact Center in the Cloud Value Index</h5>  <p>We are happy to share some insights about Amazon drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/amazon-has-merit-in-the-contact-center-in-the-cloud-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Vonage has Merit for Contact Center in the Cloud" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Vonage%20has%20Merit%20for%20Contact%20Center%20in%20the%20Cloud.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Vonage has Merit for Contact Center in the Cloud</h5>  <p>We are happy to share some insights about Vonage drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/vonage-has-merit-for-contact-center-in-the-cloud">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="RingCentral Brings Merit to Market for Contact Center in the Cloud" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_RingCentral%20Brings%20Merit%20to%20Market%20for%20Contact%20Center%20in%20the%20Cloud.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>RingCentral Brings Merit to Market for Contact Center in the Cloud</h5>  <p>We are happy to share some insights about RingCentral drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/ringcentral-brings-merit-to-market-for-contact-center-in-the-cloud">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Five9 is Innovative in the 2021 Contact Center in the Cloud Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Five9%20is%20Innovative%20in%20the%202021%20Contact%20Center%20in%20the%20Cloud%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Five9 is Innovative in the 2021 Contact Center in the Cloud Value Index</h5>  <p>We are happy to share some insights about Five9 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/five9-is-innovative-in-the-2021-contact-center-in-the-cloud-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Aspect has Assurance in 2021 Contact Center in the Cloud Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Aspect%20has%20Assurance%20in%202021%20Contact%20Center%20in%20the%20Cloud%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Aspect has Assurance in 2021 Contact Center in the Cloud Value Index</h5>  <p>We are happy to share some insights about Aspect drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/aspect-has-assurance-in-2021-contact-center-in-the-cloud-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Avaya is Innovative in 2021 Contact Center in the Cloud Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Avaya%20is%20Innovative%20in%202021%20Contact%20Center%20in%20the%20Cloud%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Avaya is Innovative in 2021 Contact Center in the Cloud Value Index</h5>  <p>We are happy to share some insights about Avaya drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/avaya-is-innovative-in-2021-contact-center-in-the-cloud-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Cisco is Innovative in 2021 Contact Center in the Cloud Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Cisco%20is%20Innovative%20in%202021%20Contact%20Center%20in%20the%20Cloud%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Cisco is Innovative in 2021 Contact Center in the Cloud Value Index</h5>  <p>We are happy to share some insights about Cisco drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/cisco-is-innovative-in-2021-contact-center-in-the-cloud-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Content Guru is Exemplary in 2021 Value Index for Contact Centers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Content%20Guru%20is%20Exemplary%20in%202021%20Value%20Index%20for%20Contact%20Centers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Content Guru is Exemplary in 2021 Value Index for Contact Centers</h5>  <p>We are happy to share some insights about Content Guru drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/content-guru-is-exemplary-in-2021-value-index-for-contact-centers">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Zendesk Advances a Suite for CX" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Zendesk%20Advances%20a%20Suite%20for%20CX.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Zendesk Advances a Suite for CX</h5>  <p>The outlines of a post-pandemic customer experience (CX) landscape are emerging, and it appears that the market dynamic is bringing companies from different segments into heightened competition with one another. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/zendesk-advances-a-suite-for-cx">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Genesys is Exemplary in 2021 Contact Center in the Cloud Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Genesys%20is%20Exemplary%20in%202021%20Contact%20Center%20in%20the%20Cloud%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Genesys is Exemplary in 2021 Contact Center in the Cloud Value Index</h5>  <p>We are happy to share some insights about Genesys drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/genesys-is-exemplary-in-2021-contact-center-in-the-cloud-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Talkdesk is Exemplary in the Contact Center in the Cloud Value Index" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Talkdesk%20is%20Exemplary%20in%20the%20Contact%20Center%20in%20the%20Cloud%20Value%20Index.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Talkdesk is Exemplary in the Contact Center in the Cloud Value Index</h5>  <p>We are happy to share some insights about Talkdesk drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/talkdesk-is-exemplary-in-the-contact-center-in-the-cloud-value-index">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="NICE inContact is Exemplary and Overall Value Index Leader in Contact Center in the Cloud" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_NICE%20inContact%20is%20Exemplary%20and%20Overall%20Value%20Index%20Leader%20in%20Contact%20Center%20in%20the%20Cloud.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>NICE inContact is Exemplary and Overall Value Index Leader in Contact Center in the Cloud</h5>  <p>We are happy to share some insights about NICE drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/nice-incontact-is-exemplary-and-overall-value-index-leader-in-contact-center-in-the-cloud">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The Value Index for Contact Center in the Cloud: Classification and Rating of 14 Vendors" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_The%20Value%20Index%20for%20Contact%20Center%20in%20the%20Cloud_Classification%20and%20Rating%20of%2014%20Vendors.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Value Index for Contact Center in the Cloud: Classification and Rating of 14 Vendors</h5>  <p>I am happy to share insights gleaned from our latest Value Index research, an assessment of how well vendors’ offerings meet buyers’ requirements. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-value-index-for-contact-center-in-the-cloud-classification-and-rating-of-14-vendors">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The Market for Contact Center in the Cloud Software" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_The%20Market%20for%20Contact%20Center%20in%20the%20Cloud%20Software.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Market for Contact Center in the Cloud Software</h5>  <p>Having just completed the 2021 Ventana Research Value Index for Contact Center in the Cloud, I want to share some of my observations about how the market has advanced since our assessment three years ago.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-market-for-contact-center-in-the-cloud-software">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Customer Service and Support: Expanded Role and Need for Software" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Customer%20Service%20and%20Support-Expanded%20Role%20and%20Need%20for%20Software.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Customer Service and Support: Expanded Role and Need for Software</h5>  <p>Customer service and support (CSS) is a term with two meanings. Most generally, it refers to the functions of a contact center in handling post-sales customer inquiries that require some effort or action on the part of the business. More specifically</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/customer-service-and-support-expanded-role-and-need-for-software">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Zoho Builds a CX Suite Inside Zoho One" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Zoho%20Builds%20a%20CX%20Suite%20Inside%20Zoho%20One.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Zoho Builds a CX Suite Inside Zoho One</h5>  <p>There are many software components that facilitate contact center operations. Historically, the industry has relied, in part, on niche or best-of-breed applications but this is shifting in favor of broadly integrated suites or ecosystems. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/zoho-builds-a-cx-suite-inside-zoho-one">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The Voice of the Customer Is Really a Chorus of Voices" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_The%20Voice%20of%20the%20Customer%20Is%20Really%20a%20Chorus%20of%20Voices.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Voice of the Customer Is Really a Chorus of Voices</h5>  <p>Voice of the Customer (VoC) is a catch-all term that refers to the collection of customer feedback in various formats. Sometimes this feedback is in the form of quick surveys or reactions to questions like, "Did I resolve your issue today?" or "Would</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-voice-of-the-customer-is-really-a-chorus-of-voices">View</a></div> </div> </div> <div class="portfolio-item mix eBook AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Cloud Contact Center Buyer’s Guide" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">eBook</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Stock%20images/Side%20view%20of%20female%20manager%20assisting%20her%20staffs%20in%20a%20call%20center.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Cloud Contact Center Buyer’s Guide</h5>  <p>Today’s contact centers have the opportunity to refine old processes and adopt innovative new technologies. Organizations should make these changes now to serve a new generation of highly demanding, highly connected consumers who expect advanced auto</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/ebook/customer_experience/cloud_contact_center_buyers_guide">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Avaya: Adapting and Focused on CX, CCaaS Success" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Avaya-Adapting%20and%20Focused%20on%20CX-CCaaS%20Success.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Avaya: Adapting and Focused on CX, CCaaS Success</h5>  <p>Business phone systems and contact center platforms received renewed attention in 2020 as organizations acquired tools for agents working from home. That put the spotlight on vendors, like Avaya, that have feet in both worlds. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/avaya-adapting-and-focused-on-cx-ccaas-success">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="8x8 Shows Why CCaaS and UCaaS Should be Unified" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_8x8%20Shows%20Why%20CCaaS%20and%20UCaaS%20Should%20be%20Unified.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>8x8 Shows Why CCaaS and UCaaS Should be Unified</h5>  <p>The pandemic accelerated several trends in the contact-center industry that were already underway, chiefly: moving infrastructure and software applications to the cloud, and rethinking the process of managing agents. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/8x8-shows-why-ccaas-and-ucaas-should-be-unified">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Salesforce Service Cloud: Contact Center with Workforce Engagement" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Salesforce%20Service%20Cloud_Contact%20Center%20with%20Workforce%20Engagement.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Salesforce Service Cloud: Contact Center with Workforce Engagement</h5>  <p>The modern contact center relies heavily on software that enables agents to perform multiple complex tasks while simultaneously managing the customer-facing side of interactions.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/salesforce-service-cloud-contact-center-with-workforce-engagement">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="The Mandate for Contact Center and Agent Management" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_The%20Mandate%20for%20Contact%20Center%20and%20Agent%20Management.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Mandate for Contact Center and Agent Management</h5>  <p>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 medi</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-mandate-for-contact-center-and-agent-management">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Content Guru Brings CCaaS with Confidence to US" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Content%20Guru%20Brings%20CCaaS%20with%20Confidence%20to%20US-1.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Content Guru Brings CCaaS with Confidence to US</h5>  <p>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. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/content-guru-brings-ccaas-with-confidence-to-us">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Customer Data Platforms: Essential for Effective Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Customer%20Data%20Platforms-Essential%20for%20Effective%20Customer%20Experience.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Customer Data Platforms: Essential for Effective Customer Experience</h5>  <p>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.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/customer-data-platforms-essential-for-effective-customer-experience">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The New Verint: Experiences and Engagement with Customers" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_The%20New%20Verint%20-%20Experiences%20and%20Engagement%20with%20Customers.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The New Verint: Experiences and Engagement with Customers</h5>  <p>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.)</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/verints-new-aim-an-all-in-one-suite-of-customer-engagement-tools">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="SAP Service Cloud Bridges the Contact Center and the Back Office" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_SAP%20Service%20Cloud%20Bridges%20the%20Contact%20Center%20and%20the%20Back%20Office.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>SAP Service Cloud Bridges the Contact Center and the Back Office</h5>  <p>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 in</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/sap-service-cloud-bridges-the-contact-center-and-the-back-office">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The 2021 Market Agenda for Customer Experience: Achieving Excellence in Engagement" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_The%202021%20Market%20Agenda%20for%20Customer%20Experience_Achieving%20Excellence%20in%20Engagement-1.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The 2021 Market Agenda for Customer Experience: Achieving Excellence in Engagement</h5>  <p>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 pro</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/the-2021-market-agenda-for-customer-experience-achieving-excellence-in-engagement">View</a></div> </div> </div> <div class="portfolio-item mix VentanaCast AgentManagement ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The Challenges of Modern Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">VentanaCast</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_221415229.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Challenges of Modern Customer Experience</h5>  <p>The problem with managing Customer Experience these days is that it covers a lot of ground, and touches a lot of people with different roles within an organization. There are so many technology components that contribute to a clear and successful CX </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/ventanacast/the_challenges_of_modern_customer_experience">View</a></div> </div> </div> <div class="portfolio-item mix QandA AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Choosing a CCaaS for Small and Mid-Sized Organizations" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">QandA</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_206192440.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Choosing a CCaaS for Small and Mid-Sized Organizations</h5>  <p>Customers don’t care how big a firm is; they care about the quality of their customer experience. And today’s smaller and growing businesses can level the playing field by offering customer interactions that are every bit as sophisticated, responsive</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/qa/customer_experience/choosing_a_ccaas_for_small_and_mid_sized_organizations">View</a></div> </div> </div> <div class="portfolio-item mix Research Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="The Value of a Lifetime Customer" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Research Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_265986807.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Value of a Lifetime Customer</h5>  <p>It is a long-accepted truism that it costs more to acquire a new customer than it does to keep an existing one. For any small business that is looking to grow, it makes sense to devote considerable resources to the challenge of keeping customers happ</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/research_perspective/customer_experience/the_value_of_a_lifetime_customer">View</a></div> </div> </div> <div class="portfolio-item mix Research Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Contact Center Software Buying Advice" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Research Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_247199122.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Contact Center Software Buying Advice</h5>  <p>No matter how large or small an organization may be, customers will judge it by the quality of service it delivers. But for small and mid-sized businesses (those with between 30 and 300 contact center seats), the stakes are often higher: they must co</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/research_perspective/customer_experience/contact_center_software_buying_advice">View</a></div> </div> </div> <div class="portfolio-item mix VentanaCast ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Building Friction-Free Customer Experiences" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">VentanaCast</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_374552340.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Building Friction-Free Customer Experiences</h5>  <p>Every organization strives to make their customer experiences work better, but this can be challenging when the tools for the job are siloed applications that are scattered across different departments. If you want to create experiences that bring cu</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/videocast/building_friction_free_customer_experiences">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="The Ventana Research 2021 Market Agenda: How Digital Effectiveness Impacts Organizational Agility" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_MS_The%20Ventana%20Research%202021%20Market%20Agenda.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Ventana Research 2021 Market Agenda: How Digital Effectiveness Impacts Organizational Agility</h5>  <p>Ventana Research has announced its market agenda for 2021, continuing the tradition of transparency in our efforts to educate and guide the technology market but also our independence as we do not share our market agenda or analyst perspectives with </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://marksmith.ventanaresearch.com/the-ventana-research-2021-market-agenda-how-digital-effectiveness-impacts-organizational-agility">View</a></div> </div> </div> <div class="portfolio-item mix Webinar AgentManagement " style=" text-align: center;" data-myorder="Insights Into the Changing Customer Experience Environment" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Webinar</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/Insights%20Into%20the%20Changing%20Customer%20Experience%20Environment.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Insights Into the Changing Customer Experience Environment</h5>  <p>Interaction volume is increasing, and customer journeys are more complex. A stark gap has emerged between the kinds of experiences customers expect, and the resources that businesses have available to fulfill them. But this is not bad news. Awarenes</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/webinar/insights-into-the-changing-customer-experience-environment">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter " style=" text-align: center;" data-myorder="The Opportunity for CX is Beyond Your Contact Center" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_The%20Opportunity%20for%20CX%20is%20Beyond%20Your%20Contact%20Center.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>The Opportunity for CX is Beyond Your Contact Center</h5>  <p>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.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/new-title-the-opportunity-for-cx-is-beyond-your-contact-center">View</a></div> </div> </div> <div class="portfolio-item mix eBook AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Closing the Customer Engagement Gap" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">eBook</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_255168627.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Closing the Customer Engagement Gap</h5>  <p>In the near future, contact center agents will still work from home. People will still buy online and expect curbside pickup from retail stores. For simple or routine issues, many customers move past a phone call to chat, messaging, email or choose t</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/ebook/customer_experience/closing_the_customer_engagement_gap">View</a></div> </div> </div> <div class="portfolio-item mix Presentation AgentManagement ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Customer Experience Management and the Future of Work" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Presentation</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_310086412.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Customer Experience Management and the Future of Work</h5>  <p>How can organizations balance the growing ability to automate interactions with the power of the human element and the need to maintain authentic customer relationships? What are the key technologies organizations must adopt now to succeed as the fut</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/podcast/customer_experience_management_and_the_future_of_work">View</a></div> </div> </div> <div class="portfolio-item mix Viewpoint AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Rethinking Customer Engagement Strategies at Increasing Scale" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Viewpoint</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_204813114.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Rethinking Customer Engagement Strategies at Increasing Scale</h5>  <p>Organizations are facing a mounting gap between the services and connections customers want, and their capacity to actually deliver them. This capacity gap challenges budgets and planning and stifles innovation.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/viewpoint/customer_experience/rethinking_customer_engagement_strategies_at_increasing_scale">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter " style=" text-align: center;" data-myorder="Intelligent Virtual Agents Are an Imperative for Digital Self-Service" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_KD_Intelligent%20Virtual%20Agents%20Are%20an%20Imperative%20for%20Digital%20Self-Service-1.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Intelligent Virtual Agents Are an Imperative for Digital Self-Service</h5>  <p>The pandemic has raised the stakes for self-service in every part of the customer journey.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/intelligent-virtual-agents-are-an-imperative-for-digital-self-service">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective ContactCenter IntelligentCX " style=" text-align: center;" data-myorder="Teradata Vantage CX: The Real Customer Data Platform" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Voice_of_the_Customer_2.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Teradata Vantage CX: The Real Customer Data Platform</h5>  <p>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 ma</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/teradata-vantage-cx-the-real-customer-data-platform">View</a></div> </div> </div> <div class="portfolio-item mix Infographic ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Adopting Contact Center in the Cloud" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Infographic</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_206192440.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Adopting Contact Center in the Cloud</h5>  <p>Early telephony-based call centers were built using proprietary on-premises systems. As companies added additional channels of engagement, call centers evolved into contact centers.</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/infographic/customer_experience/adopting_contact_center_in_the_cloud">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Trends in Contact Center Market for 2020 and Beyond" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Contact_Center_2.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Trends in Contact Center Market for 2020 and Beyond</h5>  <p>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. </p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/trends-in-contact-center-market-for-2020-and-beyond">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Talkdesk: CX Cloud earns our 13th Digital Innovation Award for Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/AP_MS_Talkdesk_CX_Cloud_earns_our_13th_Digital_Innovation_Award_for_Customer_Experience.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Talkdesk: CX Cloud earns our 13th Digital Innovation Award for Customer Experience</h5>  <p>The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and per</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://marksmith.ventanaresearch.com/talkdesk-cx-cloud-earns-our-13th-digital-innovation-award-for-customer-experience">View</a></div> </div> </div> <div class="portfolio-item mix White Paper VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Modern Customer Analytics for Customer Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">White Paper</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_157901382.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Modern Customer Analytics for Customer Experience</h5>  <p>Truly transformational value gains from optimizing customer experiences have yet to be realized. Even after decades of focusing on CRM as the main tool for improving customer relationships, organizations still struggle to fully understand their custo</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/white_paper/customer_experience/modern_customer_analytics_for_customer_experience">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective AgentManagement ContactCenter IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Why I Joined Ventana Research" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/WhyIJoinedVR_KD_QuoteCard.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Why I Joined Ventana Research</h5>  <p>It’s very exciting to embark on a new chapter of one’s career, so I am thrilled to be joining Ventana Research to lead the practice of expertise in customer experience (CX).</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="https://keithdawson.ventanaresearch.com/why-i-joined-ventana-research">View</a></div> </div> </div> <div class="portfolio-item mix QandA ContactCenter " style=" text-align: center;" data-myorder="Open Communications, Business Continuity and the Digital Work Experience" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">QandA</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Images/Shutterstock-images/AdobeStock_375289532.jpeg) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Open Communications, Business Continuity and the Digital Work Experience</h5>  <p>Maintaining business continuity when the workforce is functioning virtually requires the organization to be as responsive as possible. During times when work-from-home (WFH) is a necessity, it’s even more important that the communication tools in use</p> </div> </div> <div class="contentButton" align="center"><a class="fancy-btn" href="/qa/operations_and_supply_chain/open_communications_business_continuity_and_the_digital_work_experience">View</a></div> </div> </div> <div class="portfolio-item mix Analyst Perspective IntelligentCX VoiceOfTheCustomer " style=" text-align: center;" data-myorder="Subscription and Usage Management Technology Needs for the Modern Economy" data-bound=""> <div class="contentWrapper"> <div class="contentHeader"> <h6 style="background: #133049;">Analyst Perspective</h6> <div class="portfolio-image" style="background: url(https://research.isg-one.com/hubfs/Subscription_Mgmt_2.png) top center; background-size:cover;"> </div> </div> <div class="contentMiddle" style="padding-left: 10px; padding-right: 10px;"> <div class="mid_inner"> <h5>Subscription and Usage Management Technology Needs for the Modern Economy</h5>  <p>Subscription-based business models have seen exponential growth over the last decade. 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font-size: 18px; line-height: 1.6; margin: 0 0 35px;">Using</strong></p> </div> <div class="inner_content" style="height: 133px;;display: flex;align-items: center;"> <a href="https://www.phasezero.ai/" target="_blank" rel="noopener"> <img src="https://research.isg-one.com/hubfs/Images/Vendor_Logos/Vendor-Logos_NICE.svg" alt="Vendor-Logos_NICE" loading="lazy" width="400" height="300" style="max-width: 100%; height: auto;"> </a> </div> </div> </div> </div> </div> <style> .industry-content h2 { font-size: 30px; color:#ffffff; font-family: "Raleway","Helvetica Neue",Helvetica,Arial,sans-serif; font-weight: 600; letter-spacing: 1px; line-height: 1.5; margin: 0 0 20px; text-transform: none; } .industry-agenda { text-align: CENTER ; font-family:"Raleway","Helvetica Neue",Helvetica,Arial,sans-serif; } </style></div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-29 dnd_area-row-11-vertical-alignment dnd-section dnd_area-row-11-max-width-section-centering dnd_area-row-11-padding"> <div class="row-fluid "> <div class="span6 widget-span widget-type-cell dnd-column dnd_area-column-32-vertical-alignment" style="" data-widget-type="cell" data-x="0" data-w="6"> <div class="row-fluid-wrapper row-depth-1 row-number-30 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-33" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <a id="calendar" data-hs-anchor="true" class="anchor-sticky"></a> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-31 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-34" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module widget-type-rich_text widget-type-rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><span id="hs_cos_wrapper_dnd_area-module-34_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rich_text"><h2>Market Agenda Calendar</h2> <p><span>ISG Software</span> Research maintains a rigorous approach to its areas of research expertise through a methodology of processes and activities to ensure we provide the best possible insights on technology across business and IT. This is represented in our Market Agenda, which is a foundation for providing actionable information and guidance to help you identify opportunities for improved competitiveness and effectiveness. Other industry analyst firms lack methodology and a publicly available research agenda and are easily biased by clients and the industry. We take pride in our reputation for independence and provide our research calendar and agenda for visibility into the upcoming months of activity.</p></span></div> </div> </div> </div> </div> <div class="span6 widget-span widget-type-cell dnd_area-column-35-vertical-alignment dnd-column" style="" data-widget-type="cell" data-x="6" data-w="6"> <div class="row-fluid-wrapper row-depth-1 row-number-32 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-36" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <div class="hs-video-widget" data-hsv-embed-id="6a65d697-6042-4ff2-b681-243144917508"> <div class="hs-video-container" style="max-width: 1920px; margin: 0 auto;"> <div class="hs-video-wrapper" style="position: relative; height: 0; padding-bottom: 56.25%"> <iframe data-hsv-src="https://play.hubspotvideo.com/v/2035844/id/152873019484?play_button_color=ffffff" referrerpolicy="origin" sandbox="allow-forms allow-scripts allow-same-origin allow-popups" allow="autoplay; fullscreen;" style="position: absolute !important; width: 100% !important; height: 100% !important; left: 0; top: 0; border: 0 none; pointer-events: initial" title="HubSpot Video" loading="lazy" data-hsv-id="152873019484" data-hsv-play-button-color="ffffff" data-hsv-width="1920" data-hsv-height="1080" data-hsv-full-width="false"></iframe> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-33 dnd_area-row-12-padding dnd-section dnd_area-row-12-max-width-section-centering"> <div class="row-fluid "> <div class="span4 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="4"> <div class="row-fluid-wrapper row-depth-1 row-number-34 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-38" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-38 .custom-4col--inner-tf { display:inline-block; border-radius:2px; width:100%; background:#FFF; box-shadow:0 3px 6px rgb(0 0 0/16%),0 3px 6px rgb(0 0 0/23%); margin-bottom:1em; } #hs_cos_wrapper_dnd_area-module-38 .custom-4col--heading-content-tf a:hover { color:#255B8A; } #hs_cos_wrapper_dnd_area-module-38 .custom-column-tf h4 { text-align:center; font-weight:600 !important; font-size:18px; padding-top:5%; } #hs_cos_wrapper_dnd_area-module-38 .custom-column-tf { font-weight:300 !important; } #hs_cos_wrapper_dnd_area-module-38 .custom-4col--heading-tf h4 { font-size:18px; font-family:"Raleway","Helvetica Neue",Helvetica,Arial,sans-serif; font-weight:600 !important; letter-spacing:1px; line-height:1.5; margin:0 0 20px; text-transform:none; color:#255B8A; } #hs_cos_wrapper_dnd_area-module-38 .custom-column-tf { padding-right:15px; padding-left:15px; } #hs_cos_wrapper_dnd_area-module-38 .custom-4col--heading-tf { text-align:center; display:inline-block; height:15%; width:90%; margin-left:5%; margin-right:5%; margin-top:5%; } #hs_cos_wrapper_dnd_area-module-38 .custom-4col--heading-content-tf { height:75%; width:90%; margin-left:5%; margin-right:5%; margin-bottom:5%; text-align:center; display:inline-block; } #hs_cos_wrapper_dnd_area-module-38 .custom-4col--heading-content-tf ul { padding:0; margin:0; list-style:none; font-weight:300 !important; } #hs_cos_wrapper_dnd_area-module-38 .custom-4col--heading-content-tf ul li { color:#333333; list-style:none; padding-bottom:13px; margin-bottom:7px; position:relative; line-height:1.6; font-weight:300 !important; } #hs_cos_wrapper_dnd_area-module-38 .fancy-btn:hover { background-color:hsla(0,0%,100%,.9); color:#14304a !important; } #hs_cos_wrapper_dnd_area-module-38 .custom-4col--heading-content-tf ul li:not(:last-child):after { content:''; background-color:#A0A0A4; display:block; width:80%; position:absolute; height:1px; left:0; right:0; bottom:0; margin:0 auto; } #hs_cos_wrapper_dnd_area-module-38 a { color:#096ac6; } #hs_cos_wrapper_dnd_area-module-38 .custom-4col--heading-content-tf ul li strong { font-weight:bold !important; color:#7b7b7b; } </style> <div class="custom-column-tf"> <div class="custom-4col--inner-tf"> <div class="custom-4col--headin-tfg"> <h4>February</h4> </div> <div class="custom-4col--heading-content-tf"> <ul style="font-size: 14px;"> <li><strong>Analyst and Market Perspectives</strong><br>Conversational Automation in CX</li> <li><strong>Buyers Guides</strong><br><a href="/buyers_guide/customer_experience/2024-buyers-guides-for-contact-center-and-agent-management?__hstc=118951126.da2fb830cecbba506a981075b779a412.1731337489724.1733240199908.1733240825088.31&__hssc=118951126.242652426524265.1733240825088&__hsfp=1809897705" rel="noopener">Contact Center </a><a href="/buyers_guide/customer_experience/2024-buyers-guides-for-contact-center-and-agent-management?__hstc=118951126.da2fb830cecbba506a981075b779a412.1731337489724.1733240199908.1733240825088.31&__hssc=118951126.242652426524265.1733240825088&__hsfp=1809897705" rel="noopener" id="__hsNewLink">and Agent Management promoted</a>;<br>Field Service Management in analysis;<br>Customer Experience Management in design</li> </ul> </div> </div> </div></div> </div> </div> </div> </div> <div class="span4 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="4" data-w="4"> <div class="row-fluid-wrapper row-depth-1 row-number-35 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-40" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-40 .custom-4col--inner-tf { display:inline-block; border-radius:2px; width:100%; background:#FFF; box-shadow:0 3px 6px rgb(0 0 0/16%),0 3px 6px rgb(0 0 0/23%); margin-bottom:1em; } #hs_cos_wrapper_dnd_area-module-40 .custom-4col--heading-content-tf a:hover { color:#255B8A; } #hs_cos_wrapper_dnd_area-module-40 .custom-column-tf h4 { text-align:center; font-weight:600 !important; font-size:18px; padding-top:5%; } #hs_cos_wrapper_dnd_area-module-40 .custom-column-tf { font-weight:300 !important; } #hs_cos_wrapper_dnd_area-module-40 .custom-4col--heading-tf h4 { font-size:18px; font-family:"Raleway","Helvetica Neue",Helvetica,Arial,sans-serif; font-weight:600 !important; letter-spacing:1px; line-height:1.5; margin:0 0 20px; text-transform:none; color:#255B8A; } #hs_cos_wrapper_dnd_area-module-40 .custom-column-tf { padding-right:15px; padding-left:15px; } #hs_cos_wrapper_dnd_area-module-40 .custom-4col--heading-tf { text-align:center; display:inline-block; height:15%; width:90%; margin-left:5%; margin-right:5%; margin-top:5%; } #hs_cos_wrapper_dnd_area-module-40 .custom-4col--heading-content-tf { height:75%; width:90%; margin-left:5%; margin-right:5%; margin-bottom:5%; text-align:center; display:inline-block; } #hs_cos_wrapper_dnd_area-module-40 .custom-4col--heading-content-tf ul { padding:0; margin:0; list-style:none; font-weight:300 !important; } #hs_cos_wrapper_dnd_area-module-40 .custom-4col--heading-content-tf ul li { color:#333333; list-style:none; padding-bottom:13px; margin-bottom:7px; position:relative; line-height:1.6; font-weight:300 !important; } #hs_cos_wrapper_dnd_area-module-40 .fancy-btn:hover { background-color:hsla(0,0%,100%,.9); color:#14304a !important; } #hs_cos_wrapper_dnd_area-module-40 .custom-4col--heading-content-tf ul li:not(:last-child):after { content:''; background-color:#A0A0A4; display:block; width:80%; position:absolute; height:1px; left:0; right:0; bottom:0; margin:0 auto; } #hs_cos_wrapper_dnd_area-module-40 a { color:#096ac6; } #hs_cos_wrapper_dnd_area-module-40 .custom-4col--heading-content-tf ul li strong { font-weight:bold !important; color:#7b7b7b; } </style> <div class="custom-column-tf"> <div class="custom-4col--inner-tf"> <div class="custom-4col--headin-tfg"> <h4>March</h4> </div> <div class="custom-4col--heading-content-tf"> <ul style="font-size: 14px;"> <li><strong>Analyst and Market Perspectives<br></strong>Best Metrics for Measuring CX</li> <li><strong>Buyers Guides</strong><br><a href="/buyers_guide/customer_experience/2024-buyers-guides-for-cxm?__hstc=118951126.da2fb830cecbba506a981075b779a412.1731337489724.1733240199908.1733240825088.31&__hssc=118951126.242652426524265.1733240825088&__hsfp=1809897705" rel="noopener">Customer Experience Management promoted</a>;<br><a href="/buyers_guide/customer_experience/2024-buyers-guides-for-contact-center-and-agent-management?__hstc=118951126.da2fb830cecbba506a981075b779a412.1731337489724.1733240199908.1733240825088.31&__hssc=118951126.242652426524265.1733240825088&__hsfp=1809897705" rel="noopener">Contact Center </a><a href="/buyers_guide/customer_experience/2024-buyers-guides-for-contact-center-and-agent-management?__hstc=118951126.da2fb830cecbba506a981075b779a412.1731337489724.1733240199908.1733240825088.31&__hssc=118951126.242652426524265.1733240825088&__hsfp=1809897705" rel="noopener" id="__hsNewLink">and Agent Management promoted</a>;<br>Field Service Management publishes;<br>Customer Experience Management in collection</li> </ul> </div> </div> </div></div> </div> </div> </div> </div> <div class="span4 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="8" data-w="4"> <div class="row-fluid-wrapper row-depth-1 row-number-36 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-42" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-42 .custom-4col--inner-tf { display:inline-block; border-radius:2px; width:100%; background:#FFF; box-shadow:0 3px 6px rgb(0 0 0/16%),0 3px 6px rgb(0 0 0/23%); margin-bottom:1em; } #hs_cos_wrapper_dnd_area-module-42 .custom-4col--heading-content-tf a:hover { color:#255B8A; } #hs_cos_wrapper_dnd_area-module-42 .custom-column-tf h4 { text-align:center; font-weight:600 !important; font-size:18px; padding-top:5%; } #hs_cos_wrapper_dnd_area-module-42 .custom-column-tf { font-weight:300 !important; } #hs_cos_wrapper_dnd_area-module-42 .custom-4col--heading-tf h4 { font-size:18px; font-family:"Raleway","Helvetica Neue",Helvetica,Arial,sans-serif; font-weight:600 !important; letter-spacing:1px; line-height:1.5; margin:0 0 20px; text-transform:none; color:#255B8A; } #hs_cos_wrapper_dnd_area-module-42 .custom-column-tf { padding-right:15px; padding-left:15px; } #hs_cos_wrapper_dnd_area-module-42 .custom-4col--heading-tf { text-align:center; display:inline-block; height:15%; width:90%; margin-left:5%; margin-right:5%; margin-top:5%; } #hs_cos_wrapper_dnd_area-module-42 .custom-4col--heading-content-tf { height:75%; width:90%; margin-left:5%; margin-right:5%; margin-bottom:5%; text-align:center; display:inline-block; } #hs_cos_wrapper_dnd_area-module-42 .custom-4col--heading-content-tf ul { padding:0; margin:0; list-style:none; font-weight:300 !important; } #hs_cos_wrapper_dnd_area-module-42 .custom-4col--heading-content-tf ul li { color:#333333; list-style:none; padding-bottom:13px; margin-bottom:7px; position:relative; line-height:1.6; font-weight:300 !important; } #hs_cos_wrapper_dnd_area-module-42 .fancy-btn:hover { background-color:hsla(0,0%,100%,.9); color:#14304a !important; } #hs_cos_wrapper_dnd_area-module-42 .custom-4col--heading-content-tf ul li:not(:last-child):after { content:''; background-color:#A0A0A4; display:block; width:80%; position:absolute; height:1px; left:0; right:0; bottom:0; margin:0 auto; } #hs_cos_wrapper_dnd_area-module-42 a { color:#096ac6; } #hs_cos_wrapper_dnd_area-module-42 .custom-4col--heading-content-tf ul li strong { font-weight:bold !important; color:#7b7b7b; } </style> <div class="custom-column-tf"> <div class="custom-4col--inner-tf"> <div class="custom-4col--headin-tfg"> <h4>April</h4> </div> <div class="custom-4col--heading-content-tf"> <ul style="font-size: 14px;"> <li><strong>Analyst and Market Perspectives<br></strong>What Will Reduced Headcount Mean for CX?</li> <li><strong>Buyers Guides</strong><br><a href="/buyers_guide/customer_experience/2024-buyers-guides-for-contact-center-and-agent-management?__hstc=118951126.da2fb830cecbba506a981075b779a412.1731337489724.1733240199908.1733240825088.31&__hssc=118951126.242652426524265.1733240825088&__hsfp=1809897705" rel="noopener">Contact Center </a><a href="/buyers_guide/customer_experience/2024-buyers-guides-for-contact-center-and-agent-management?__hstc=118951126.da2fb830cecbba506a981075b779a412.1731337489724.1733240199908.1733240825088.31&__hssc=118951126.242652426524265.1733240825088&__hsfp=1809897705" rel="noopener" id="__hsNewLink">and Agent Management promoted</a>;<br>Field Service Management promoted;<br>Customer Experience Management in collection</li> </ul> </div> </div> </div></div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-37 dnd-section dnd_area-row-13-margin"> <div class="row-fluid "> <div class="span12 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="row-fluid-wrapper row-depth-1 row-number-38 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-44" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module widget-type-rich_text widget-type-rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><span id="hs_cos_wrapper_dnd_area-module-44_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rich_text"><p style="text-align: center; font-weight: 300; font-size: 18px; line-height: 1.6;">Want to see our plans for business and technology this year?<br><a class="fancy-btn" href="/hubfs/2024_Market_Agenda/PDFs/ISG_VR_Market_Agenda_for_Customer_Experience_2024.pdf" target="_blank" rel="noopener">DOWNLOAD THE MARKET AGENDA</a></p></span></div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-39 dnd_area-row-14-background-layers dnd_area-row-14-background-color dnd_area-row-14-max-width-section-centering dnd-section dnd_area-row-14-padding"> <div class="row-fluid "> <div class="span12 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="row-fluid-wrapper row-depth-1 row-number-40 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-46" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <a id="coverage" data-hs-anchor="true" class="anchor-sticky"></a> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-41 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="row-fluid-wrapper row-depth-1 row-number-42 dnd_area-column-47-row-0-padding dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-48" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module widget-type-rich_text widget-type-rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><span id="hs_cos_wrapper_dnd_area-module-48_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rich_text"><h2 style="font-weight: bold; text-align: center;" data-wow-duration="1s" data-wow-offset="200"><span style="color: #ffffff;">Vendors Covered</span></h2></span></div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-43 dnd-row"> <div class="row-fluid "> <div class="span4 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="4"> <div id="hs_cos_wrapper_dnd_area-module-49" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-49 #vendors-coverd_not_coverd-tf ul, #hs_cos_wrapper_dnd_area-module-49 #vendors-coverd_not_coverd-tf ul li { padding:0; margin:0; list-style:none; text-align:center; } </style> <section id="vendors-coverd_not_coverd-tf" class="wow slideInUp" data-wow-delay="1s" data-wow-duration="3s"> <div class="container-fluid p-0"> <div class="content_parent-tf"> <div class="content-tf"> <ul> <li><a href="http://www.247.ai" rel="noopener">247.ai</a></li> <li><a href="//www.3clogic.com/" rel="noopener">3CLogic</a></li> <li><a href="https://www.8x8.com/" target="_blank" rel="noopener">8x8</a></li> <li><a href="https://www.actioniq.com/" rel="noopener" target="_blank">Action IQ</a></li> <li><a href="http://www.adobe.com/" rel="noopener">Adobe</a></li> <li><a href="https://www.alvaria.com/" target="_blank" rel="noopener">Alvaria</a></li> <li><a href="https://aws.amazon.com/" rel="noopener" target="_blank">AWS</a></li> <li><a href="https://www.amdocs.com/" rel="noopener">Amdocs</a></li> <li><a href="https://amelia.ai/" rel="noopener" target="_blank">Amelia</a></li> <li><a href="http://www.avaya.com/" target="_blank" rel="noopener">Avaya</a></li> <li><a href="https://www.boost.ai/" rel="noopener">Boost.ai</a></li> <li><a href="https://www.broadsoft.com/" target="_blank" rel="noopener"></a><a href="http://calabrio.com/" target="_blank" rel="noopener">Calabrio</a></li> <li><a href="http://callminer.com/" rel="noopener" target="_blank">Callminer</a></li> <li><a href="https://carear.com/" rel="noopener" target="_blank">CareAR</a></li> <li><a href="http://www.cisco.com/c/en/us/index.html" target="_blank" rel="noopener">Cisco</a><a href="http://www.clarabridge.com/" rel="noopener" target="_blank"></a></li> <li><a href="https://www.contentguru.com/" rel="noopener" target="_blank">Content Guru</a></li> <li><a href="https://contentsquare.com/" rel="noopener" target="_blank">ContentSquare</a></li> <li><a href="https://conversight.ai/" rel="noopener" target="_blank">ConverSight.ai</a></li> <li><a href="https://www.csgi.com/" rel="noopener" target="_blank">CSG</a></li> <li><a href="https://www.dialpad.com/" rel="noopener" target="_blank">Dialpad</a></li> <li><a href="http://digitalgenius.com" rel="noopener" target="_blank">DigitalGenius</a></li> <li><a href="https://www.eleveo.com/" rel="noopener" target="_blank">Eleveo</a></li> <li><a href="https://emplifi.io/" rel="noopener" target="_blank">Emplifi</a><br><a href="http://www.genesys.com/" target="_blank" rel="noopener"></a></li> <li><a href="https://www.evaluagent.com/us/" rel="noopener" target="_blank">EvaluAgent</a></li> <li> </li> </ul> </div> </div> </div> </section></div> </div> <div class="span4 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="4" data-w="4"> <div id="hs_cos_wrapper_dnd_area-module-50" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-50 #vendors-coverd_not_coverd-tf ul, #hs_cos_wrapper_dnd_area-module-50 #vendors-coverd_not_coverd-tf ul li { padding:0; margin:0; list-style:none; text-align:center; } </style> <section id="vendors-coverd_not_coverd-tf" class="wow slideInUp" data-wow-delay="1s" data-wow-duration="3s"> <div class="container-fluid p-0"> <div class="content_parent-tf"> <div class="content-tf"> <ul> <li><a href="http://www.five9.com/" target="_blank" rel="noopener">Five9</a><a href="https://www.infobip.com/" rel="noopener" target="_blank"></a></li> <li><a href="https://www.freshworks.com/" rel="noopener" target="_blank">Freshworks</a></li> <li><a href="https://www.gainsight.com/" rel="noopener" target="_blank">Gainsight</a></li> <li><a href="http://www.genesys.com/" target="_blank" rel="noopener">Genesys</a></li> <li><a href="https://www.hubspot.com/" rel="noopener" target="_blank">Hubspot</a></li> <li><a href="https://www.infobip.com/" rel="noopener" target="_blank">Infobip</a></li> <li><a href="https://www.insightly.com/" rel="noopener" target="_blank">Insightly</a></li> <li><a href="https://intradiem.com/" rel="noopener">Intradiem</a></li> <li><a href="http://www.enghouseinteractive.com/" target="_blank" rel="noopener">Enghouse Interactive</a></li> <li><a href="https://livevox.com/" rel="noopener">LiveVox</a></li> <li><a href="http://www.microsoft.com/en-us/default.aspx" rel="noopener" target="_blank">Microsoft</a></li> <li><a href="https://www.mitel.com/" rel="noopener" target="_blank">Mitel</a></li> <li><a href="https://www.nextiva.com/" rel="noopener" target="_blank">Nextiva</a></li> <li><a href="http://www.incontact.com/" target="_blank" rel="noopener">NICE</a></li> <li><a href="http://onvisource.com/" target="_blank" rel="noopener">OnviSource</a></li> <li><a href="https://www.opentext.com/" rel="noopener" target="_blank">OpenText</a></li> <li><a href="https://www.oracle.com/index.html" target="_blank" rel="noopener">Oracle</a></li> <li><a href="https://www.phasezero.ai/" rel="noopener" target="_blank">PhaseZero</a></li> <li><a href="https://www.playvox.com/" rel="noopener" target="_blank">Playvox</a></li> <li><a href="https://www.precisely.com/" rel="noopener">Precisely</a></li> <li><a href="https://www.qualtrics.com/" rel="noopener" target="_blank">Qualtrics</a></li> <li><a href="https://www.quantummetric.com/" rel="noopener" target="_blank">Quantum Metric</a></li> <li><a href="https://www.ringcentral.com/" rel="noopener" target="_blank">RingCentral</a></li> <li><a href="https://www.salesforce.com/" target="_blank" rel="noopener">Salesforce</a></li> <li> </li> </ul> </div> </div> </div> </section></div> </div> <div class="span4 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="8" data-w="4"> <div id="hs_cos_wrapper_dnd_area-module-51" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-51 #vendors-coverd_not_coverd-tf ul, #hs_cos_wrapper_dnd_area-module-51 #vendors-coverd_not_coverd-tf ul li { padding:0; margin:0; list-style:none; text-align:center; } </style> <section id="vendors-coverd_not_coverd-tf" class="wow slideInUp" data-wow-delay="1s" data-wow-duration="3s"> <div class="container-fluid p-0"> <div class="content_parent-tf"> <div class="content-tf"> <ul> <li><a href="https://www.sap.com/index.html" rel="noopener" target="_blank">SAP</a></li> <li><a href="https://www.servicemax.com/" rel="noopener" target="_blank">ServiceMax</a></li> <li><a href="https://www.servicenow.com/" rel="noopener" target="_blank">ServiceNow</a></li> <li><a href="https://smartcommunications.com/" rel="noopener" target="_blank">Smart Communications</a></li> <li><a href="https://www.sprinklr.com/b/?utm_source=&utm_medium=&utm_campaign=&utm_content=&utm_term=&utm_referrer=https://www.sprinklr.com/" rel="noopener" target="_blank">Sprinklr</a></li> <li><a href="https://sproutsocial.com/" rel="noopener" target="_blank">Sprout Social</a></li> <li><a href="https://www.sugarcrm.com/" rel="noopener" target="_blank">SugarCRM</a></li> <li><a href="https://www.supportlogic.io/" rel="noopener" target="_blank">SupportLogic</a></li> <li><a href="https://www.talkdesk.com/" target="_blank" rel="noopener">Talkdesk</a></li> <li><a href="https://www.tcn.com/" rel="noopener" target="_blank">TCN</a></li> <li><a href="https://www.teradata.com/" rel="noopener" target="_blank">Teradata</a></li> <li><a href="https://www.thoughtindustries.com/" rel="noopener" target="_blank">Thought Industries</a></li> <li><a href="https://www.thrio.com/" rel="noopener" target="_blank">Thrio</a></li> <li><a href="https://www.twilio.com/" rel="noopener" target="_blank">Twilio</a></li> <li><a href="https://ujet.co/" rel="noopener" target="_blank">Ujet</a></li> <li><a href="https://www.uniphore.com/" rel="noopener" target="_blank">Uniphore</a></li> <li><a href="https://uplandsoftware.com/" rel="noopener" target="_blank">Upland Software</a></li> <li><a href="http://www.upstreamworks.com/" target="_blank" rel="noopener">UpstreamWorks</a></li> <li><a href="https://www.usertesting.com/" rel="noopener" target="_blank">Usertesting</a></li> <li><a href="http://www.verint.com/" target="_blank" rel="noopener">Verint</a></li> <li><a href="https://www.vonage.com/contact-centers/" rel="noopener" target="_blank">Vonage</a></li> <li><a href="https://www.zendesk.com/" target="_blank" rel="noopener">Zendesk</a></li> <li><a href="https://www.zoho.com/" rel="noopener" target="_blank">Zoho</a><br><br></li> <li> </li> </ul> </div> </div> </div> </section></div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-44 dnd_area-column-47-row-2-padding dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-52" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module widget-type-rich_text widget-type-rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><span id="hs_cos_wrapper_dnd_area-module-52_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rich_text"><h2 style="font-weight: bold; text-align: center;" data-wow-duration="1s" data-wow-offset="200"><span style="color: #ffffff;">Vendors Not Covered or Recommended</span></h2></span></div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-45 dnd-row"> <div class="row-fluid "> <div class="span4 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="4"> <div id="hs_cos_wrapper_dnd_area-module-53" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-53 #vendors-coverd_not_coverd-tf ul, #hs_cos_wrapper_dnd_area-module-53 #vendors-coverd_not_coverd-tf ul li { padding:0; margin:0; list-style:none; text-align:center; } </style> <section id="vendors-coverd_not_coverd-tf" class="wow slideInUp" data-wow-delay="1s" data-wow-duration="3s"> <div class="container-fluid p-0"> <div class="content_parent-tf"> <div class="content-tf"> <ul> <li>Ada</li> <li>ASC Technologies</li> <li>Avoxi</li> <li>Balto</li> <li>Cincom Systems</li> <li>Conversica</li> <li>Convosos</li> <li>CRMNEXT</li> <li>Engage Hub</li> <li>EverCommerce</li> <li>Evolve IP</li> <li>Forsta</li> <li>FullStory Inc</li> <li>Ignite Technologies Inc</li> <li>Ingo</li> <li>InMoment</li> </ul> </div> </div> </div> </section></div> </div> <div class="span4 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="4" data-w="4"> <div id="hs_cos_wrapper_dnd_area-module-54" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-54 #vendors-coverd_not_coverd-tf ul, #hs_cos_wrapper_dnd_area-module-54 #vendors-coverd_not_coverd-tf ul li { padding:0; margin:0; list-style:none; text-align:center; } </style> <section id="vendors-coverd_not_coverd-tf" class="wow slideInUp" data-wow-delay="1s" data-wow-duration="3s"> <div class="container-fluid p-0"> <div class="content_parent-tf"> <div class="content-tf"> <ul> <li>Interactions</li> <li>Intercom</li> <li>InVision</li> <li>Khoros</li> <li>Kore.ai</li> <li>Lifesize</li> <li>Medallia</li> <li>Momentive.ai</li> <li>Netcall</li> <li>Nuance</li> <li>Odigo</li> <li>Ozonetel</li> <li>Pipedrive</li> <li>PolyAI</li> <li>Praxedo</li> <li>Puzzel</li> </ul> </div> </div> </div> </section></div> </div> <div class="span4 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="8" data-w="4"> <div id="hs_cos_wrapper_dnd_area-module-55" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-55 #vendors-coverd_not_coverd-tf ul, #hs_cos_wrapper_dnd_area-module-55 #vendors-coverd_not_coverd-tf ul li { padding:0; margin:0; list-style:none; text-align:center; } </style> <section id="vendors-coverd_not_coverd-tf" class="wow slideInUp" data-wow-delay="1s" data-wow-duration="3s"> <div class="container-fluid p-0"> <div class="content_parent-tf"> <div class="content-tf"> <ul> <li>Quiq</li> <li>Replicant</li> <li>Retain AI</li> <li>ServicePower Inc</li> <li>SimilarWeb</li> <li>Simplr</li> <li>Sitel Group</li> <li>SuccessKPI</li> <li>Treasure Data</li> <li>TTEC</li> <li>UIB Holdings</li> <li>USAN</li> <li>Vocalcom</li> <li>Yext</li> <li>Zoom<br><br></li> </ul> </div> </div> </div> </section></div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-46 dnd_area-column-45-row-2-padding dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-56" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module widget-type-rich_text widget-type-rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><span id="hs_cos_wrapper_dnd_area-module-56_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rich_text"><div style="text-align: center;"><span><span style="color: #7b7b7b;">For more information on Vendor coverage, or to become a covered vendor,</span> </span><span style="color: #e8ebee;"><a href="/briefing" style="color: #e8ebee;">click here</a>.</span></div></span></div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-47 dnd-section"> <div class="row-fluid "> <div class="span12 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="row-fluid-wrapper row-depth-1 row-number-48 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_widget_1679523823196" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <a id="ready-to-start" data-hs-anchor="true" class="anchor-sticky"></a> </div> </div> </div> </div> </div> </div> </div> <div class="row-fluid-wrapper row-depth-1 row-number-49 dnd_area-row-16-padding dnd-section dnd_area-row-16-force-full-width-section"> <div class="row-fluid "> <div class="span12 widget-span widget-type-cell dnd-column" style="" data-widget-type="cell" data-x="0" data-w="12"> <div class="row-fluid-wrapper row-depth-1 row-number-50 dnd-row"> <div class="row-fluid "> <div class="span12 widget-span widget-type-custom_widget dnd-module" style="" data-widget-type="custom_widget" data-x="0" data-w="12"> <div id="hs_cos_wrapper_dnd_area-module-58" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> #hs_cos_wrapper_dnd_area-module-58 .headline_content { box-shadow:rgb(0 0 0/10%) 0px 0px 10px 2px; margin:0px; background:#FFFFFF; text-align:center; padding-top:50px; padding-right:0px; padding-bottom:50px; padding-left:0px; } #hs_cos_wrapper_dnd_area-module-58 .headline_content h2 { font-weight:600; } #hs_cos_wrapper_dnd_area-module-58 .headline_content p { font-size:18px; line-height:27px; font-weight:100; margin:0; } #hs_cos_wrapper_dnd_area-module-58 .form_with_parallax_background { background-attachment:fixed; position:relative; z-index:1; background-image:url(https://research.isg-one.com/hubfs/Contact_Us_Footer_Image_AdobeStock_297687974-1.webp); background-size:cover; background-position:center center; padding-top:50px; padding-bottom:50px; } #hs_cos_wrapper_dnd_area-module-58 .form_with_parallax_background:before { content:''; background:rgba(0,0,0,0.7); position:absolute; left:0; top:0; width:100%; height:100%; z-index:-1; } #hs_cos_wrapper_dnd_area-module-58 .form_outer { max-width:575px; margin:0px auto; } #hs_cos_wrapper_dnd_area-module-58 label { display:inline-block; color:#fff; font-weight:100 !important; margin:0; font-size:14px; } #hs_cos_wrapper_dnd_area-module-58 .form-control, #hs_cos_wrapper_dnd_area-module-58 input:not([type="radio"]):not([type="checkbox"]):not([type="file"]):not([type="submit"]):not([type="button"]), #hs_cos_wrapper_dnd_area-module-58 textarea, #hs_cos_wrapper_dnd_area-module-58 select, #hs_cos_wrapper_dnd_area-module-58 input[readonly]:not([type="radio"]):not([type="checkbox"]):not([type="file"]):not([type="submit"]):not([type="button"]), #hs_cos_wrapper_dnd_area-module-58 input:not([type="radio"]):not([type="checkbox"]):not([type="file"]):not([type="submit"]):not([type="button"]), #hs_cos_wrapper_dnd_area-module-58 textarea, #hs_cos_wrapper_dnd_area-module-58 select, #hs_cos_wrapper_dnd_area-module-58 input[readonly]:not([type="radio"]):not([type="checkbox"]):not([type="file"]):not([type="submit"]):not([type="button"]) { background:rgba(51,51,51,0.81) none repeat scroll 0 0; border:2px solid #d5d5d5; border-radius:0; font-weight:600; box-sizing:border-box; color:#ffffff; font-size:14px; min-height:50px; margin:0 0 20px; outline:medium none; width:100%; font-family:'Open Sans','Helvetica Neue',Helvetica,Arial,sans-serif; max-width:600px; line-height:23px; padding:12px 17px 11px; outline:0; } #hs_cos_wrapper_dnd_area-module-58 ::-webkit-input-placeholder { color:#fff; opacity:1; } #hs_cos_wrapper_dnd_area-module-58 .hs-input:focus::placeholder { opacity:.5; } #hs_cos_wrapper_dnd_area-module-58 label.hs-error-msg { color:red; display:block; margin-top:-12px; font-weight:800 !important; font-size:16px; line-height:1.5; } #hs_cos_wrapper_dnd_area-module-58 .legal-consent-container { font-size:14px; font-weight:300; color:#fff; margin:5px; line-height:1.6; } #hs_cos_wrapper_dnd_area-module-58 .legal-consent-container p a { color:#096ac6; } #hs_cos_wrapper_dnd_area-module-58 input[type=submit].hs-button.primary { cursor:pointer; -webkit-appearance:none; display:inline-block; white-space:normal; text-align:center; background-color:rgba(51,51,51,0.81) !important; border-radius:0; border:2px solid #d5d5d5 !important; color:#ffffff !important; font-size:16px; outline:none; font-weight:600; padding:13px 30px; text-decoration:none !important; font-family:'Open Sans','Helvetica Neue',Helvetica,Arial,sans-serif; transition:all 0.5s ease; text-decoration:none !important; } #hs_cos_wrapper_dnd_area-module-58 input[type=submit].hs-button.primary:hover { text-decoration:none; background-color:rgba(0,0,0,0.65) !important; color:#ffffff !important; } #hs_cos_wrapper_dnd_area-module-58 .hs_recaptcha.hs-recaptcha.field.hs-form-field { display:flex; justify-content:center; } #hs_cos_wrapper_dnd_area-module-58 .hs_submit.hs-submit { text-align:center; } #hs_cos_wrapper_dnd_area-module-58 select { background:url(https://research.isg-one.com/hubfs/botttom_arrow_white.png) 96%/2% no-repeat rgba(51,51,51,0.81) !important; line-height:1 !important; height:auto !important; } </style> <section id="form_parallex_outer" class=""> <div class="headline_content"> <div class="container"> <div id="hs_cos_wrapper_dnd_area-module-58_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_inline_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="inline_rich_text" data-hs-cos-field="section_headline_text"><h2 style="text-align: center; font-size: 30px;"><span style="font-size: 25px; line-height: 20px; margin-bottom: 2px; font-weight: 900; letter-spacing: 1px;">Ready to engage?</span></h2> <p style="text-align: center;"><span style="font-size: 18px; line-height: 27px; color: #255b8a; font-weight: 100;">We provide insights and guidance across business and technology. We can help your organization; the first step is to reach out to a member of our team and see how we can help.</span></p></div> </div> </div> <div class="form_with_parallax_background"> <div class="container"> <div class="content_area"> <div id="hs_cos_wrapper_dnd_area-module-58_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_inline_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="inline_rich_text" data-hs-cos-field="parallax_area_headline_text"><h2 style="text-align: center;"><span style="color: #ffffff;"><strong>Contact Us</strong></span></h2> <p> </p></div> <div class="form_outer"> <span id="hs_cos_wrapper_dnd_area-module-58_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_form" style="" data-hs-cos-general-type="widget" data-hs-cos-type="form"><h3 id="hs_cos_wrapper_form_715081972_title" class="hs_cos_wrapper form-title" data-hs-cos-general-type="widget_field" data-hs-cos-type="text"></h3> <div 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