SHARE



ABOUT THE AUTHOR


Dave Michels
Dave Michels is a Principal Analyst at TalkingPointz. His unique perspective on unified communications comes from a career involving telecommunications...
Read Full Bio >>
SHARE



Dave Michels | April 10, 2013 |

 
   

A Closer Look at EC13 Best of Show

A Closer Look at EC13 Best of Show Voxeo's CXP is designed to enable an organization to enhance its customer interactions, and subsequently those customers' loyalty.

Voxeo's CXP is designed to enable an organization to enhance its customer interactions, and subsequently those customers' loyalty.

Each year at Enterprise Connect, a single solution gets recognized for Best of Show. This is a juried award, and this year there were over 40 qualified applicants. Prior to the conference, six finalists were announced. In the end, the judges recognized Voxeo's CXP for Best of Show, specifically its upcoming release of version 13. It is software that creates and manages multi-channel communication automation, deployable on-premises or in the cloud.

Not long ago, self-service customer care was considered thrifty; self-serv pumps versus full service gas stations. However, today's consumer increasingly prefers self-service options. The web changed user expectations, and self-service applications are increasingly seen as empowering. Many of us prefer selecting our own flights instead of using a travel agent, or performing our own stock transactions instead of using a stock broker. The interactive voice response system (IVR) pioneered modern telephone self-service, but the Internet and browser have raised the bar. CXP bridges these modalities by bringing modern self-service capabilities to both the telephone and other modern modes of communication.

The judges for Best of Show were Dave Stein (Stein Technology Group); Marty Parker (UniComm Consulting); Robin Gareiss (Nemertes Research); and Zeus Kerravala (ZK Research). They evaluated each solution in four key areas: distinguishing capabilities, industry advancement, business justification, and competitive advantage. Although individual voting decisions are confidential, Marty and Dave willingly shared some perspective. Marty commented "Voxeo CXP seems to bring some new, real, and tangible value." Dave said that "CXP is innovative and simplifies a very challenging area."

CXP is designed to enable an organization to enhance its customer interactions, and subsequently those customers' loyalty. The first trick is to provide customers with direct access to the information and services they want; the second step is to do this cost-effectively. CXP's approach is "design once, deploy anywhere." It allows an organization to create an application simultaneously for multiple channels including mobile, social, IVR, and interactive texts. It is targeted to organizations with advanced contact centers, yet it is completely independent of the real-time call processing solution that's already in use.

Voxeo offers evidence that CXP can reduce application development time by 50% and ongoing maintenance by 80%. It does so by repurposing the business logic, back-end integrations, personalization features, and metrics that enable interactions over customer-preferred channels. CXP also enables advanced feature functionality such as conversational bots, voice biometrics, and location triggers. It offers organizations a powerful way to access data troves with powerful open tools such as HTML5, jQuery Mobile, and WebRTC.

The technology is appropriate for a variety of market segments including outbound customer care; interactive voice; SMS/text notifications; and various database lookups such as account balances, locations, order status, and directions. The solution can proactively respond conversationally via social media or SMS, and can even utilize location information in forming a contextual response. For example, a customer can tweet or SMS a request for a nearby retail location, and automatically receive the address and phone number of the closest store. CXP also offers organizations detailed analytics on transactions, as well as providing cross-channel metrics that could be used to identify potential interactive process improvements.

Voxeo is headquartered in Orlando, with additional offices in Beijing, Cologne, and London. The firm was established in 1999, and claims half of the Fortune 100 as customers. CXP 13 is expected to be generally available at the end of this month.

Dave Michels is a Contributing Editor and Principal Analyst at TalkingPointz.

Follow Dave Michels on Twitter and Google+!
@DaveMichels
Dave Michels on Google+





COMMENTS



July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person pa

April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.