Ovum has released its recent research, "Contact Center Analytics Vendors in North America: Three to Watch." The report highlights that a majority of contact centers lack the appropriate set of tools to measure all aspects of agent performance.
Knoa Software, Upstream Works and Clarabridge, are three vendors mentioned in the research report.
All three vendors have same qualities. These vendors approach contact center analytics from a perspective going well beyond traditional individual agent performance. The companies work with data sets that are outside the traditional call handling data stack. They give a fresh perspective on managing the customer experience.
All the three vendors take what is normally seen as tactical tools and processes and refurbish them into strategic assets.
The research puts Knoa Software as a vendor that turns contact center processes on their heads. Ovum has recognized Knoa Software as a company with an innovative approach to revealing flaws in business processes that lie behind enterprise contact center applications, in order to isolate and better solve problems.
Ovum’s research is authored by esteemed analyst Keith Dawson. Knoa Software is a landmark in end-user experience and performance management software.
“Although a handful of companies have dominated the customer interaction and customer center technology markets for many years, there are multiple smaller vendors who've been creating new and exciting technologies designed to improve the customer experience and increase operational efficiencies,” said Keith Dawson, analyst at Ovum. “Knoa is one such vendor as it provides a new window into assessing agent performance by analyzing how applications perform and how agents interact with software."
Knoa Software was recently in the news when it announced the availability of Knoa Experience and Performance Manager (EPM) version 7.0. The new version supports SAP enterprise software, including the SAP NetWeaver Portal, the SAP Customer Relationship Management (SAP CRM) application and SAP BusinessObjects solutions. The version also allows customers to drive adoption and effective use while lowering the cost of IT services.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
Stay in touch with everything happening at ITEXPO. Follow us on Twitter.