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                  Keith Dawson's Analyst Perspectives

                  About the Analyst

                  Keith Dawson

                  Keith leads the expertise in Customer Experience (CX), covering applications and technology that facilitate engagement to optimize customer-facing processes. His focus areas include: agent management, contact center and voice of the customer and technology in marketing, sales, field service and applications such as digital commerce and subscription management. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and journey management, and the wide array of customer analytics. He is focused on how businesses can break down technology and operational silos to provide more efficient processes for two-way engagement with customers. Keith has been an industry analyst for more than a decade and prior was the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications. He is a graduate of Amherst College.

                  Recent Posts

                  RingCentral Brings Merit to Market for Contact Center in the Cloud

                  Posted by Keith Dawson on 02 July 2021

                  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.

                  Read More

                  Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

                  8x8 Provides Assurance in Contact Center in the Cloud Value Index

                  Posted by Keith Dawson on 30 June 2021

                  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.

                  Read More

                  Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

                  Five9 is Innovative in the 2021 Contact Center in the Cloud Value Index

                  Posted by Keith Dawson on 29 June 2021

                  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.

                  Read More

                  Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

                  Aspect has Assurance in 2021 Contact Center in the Cloud Value Index

                  Posted by Keith Dawson on 24 June 2021

                  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.

                  Read More

                  Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

                  Cisco is Innovative in 2021 Contact Center in the Cloud Value Index

                  Posted by Keith Dawson on 23 June 2021

                  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.

                  Read More

                  Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

                  Avaya is Innovative in 2021 Contact Center in the Cloud Value Index

                  Posted by Keith Dawson on 22 June 2021

                  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.

                  Read More

                  Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

                  Content Guru is Exemplary in 2021 Value Index for Contact Centers

                  Posted by Keith Dawson on 17 June 2021

                  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.

                  Read More

                  Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

                  Genesys is Exemplary in 2021 Contact Center in the Cloud Value Index

                  Posted by Keith Dawson on 16 June 2021

                  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.

                  Read More

                  Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

                  Zendesk Advances a Suite for CX

                  Posted by Keith Dawson on 15 June 2021

                  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. Over the past few years, there has been a change in software-buying preferences from niche point solutions to packaged software suites. Organizations and buyers now want more capability and usability across different tools and they want to work with fewer, and better integrated, vendors.

                  Read More

                  Topics: Customer Experience, Contact Center, agent management

                  Talkdesk is Exemplary in the Contact Center in the Cloud Value Index

                  Posted by Keith Dawson on 14 June 2021

                  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.

                  Read More

                  Topics: Customer Experience, Voice of the Customer, Contact Center, agent management
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