The Ventana Research Value Index: Customer Experience Management: Agent Desktop 2011 is the distillation of a year of market and product research efforts by Ventana Research. This Index is an analytic representation of their assessment of how well vendors’ offerings meet buyers’ requirements for software that enables and supports customer experience management.
The index evaluates the software in seven key categories.
Five are product-related: usability, manageability, reliability, capability and adaptability. In addition, they considered two customer assurance categories: vendor validation and total cost of ownership and return on investment (TCO/ROI). To assess functionality they applied the Ventana Research customer experience management methodology and blueprint, which links the business process of managing performance to an organization’s information technology.
The Value Index is both an analytic and a graphic representation of the value of a specific vendor’s offering based on an evaluation of what it can deliver that is relevant to your customer experience management needs.