ISG Software Research Analyst Perspectives

Informatica Stays with Its Strengths in Data Integration

Posted by ISG Research on 27 February 2011

At Informatica’s recent industry analyst summit, Chris Boorman, the company’s chief marketing officer, opened the event by describing Informatica as expanding beyond its core offering in data integration in a broader sense. He compared this growth to Amazon expanding from being an online bookseller to offering computing resources via Amazon Web Services. I see it almost the opposite way.... Read More

Topics: Sales Performance, Analytics, Business Intelligence, Cloud Computing, Customer & Contact Center, Data Integration, Informatica, Information Management, Workforce Performance

SAP Retrofits Business Intelligence and Information Management to meet IT and Business Needs

Posted by Mark Smith on 25 February 2011

SAP has reached a critical milestone in launching version 4 of its business intelligence (BI) and enterprise information management (EIM) product suite from its SAP BusinessObjects portfolio. These offerings, currently in final beta testing, will be released as a collection of software products by midyear. Not much of what was announced came as a complete surprise since SAP had outlined its... Read More

Topics: Sales Performance, SAP, Social Media, IT Performance, Operational Performance, Analytics, Business Intelligence, Business Performance, Business Technology, CIO, Collaboration, Enterprise Software, Financial Performance, Information Management, Information Technology, Mobility, Operational Intelligence, Workforce Performance

Talent Technology Makes Generating Talent Efficient and Social

Posted by Mark Smith on 22 February 2011

The talent management software market has and continues to consolidate dramatically through acquisitions. The trend is to bring together processes and applications for hiring, onboarding, performance assessment, compensation, succession planning and analytics. As the race continues to attract customers and users by presenting the most integrated suite of applications, a new market segment has... Read More

Topics: Human Capital Management, Learning, Performance, Recruiting, Operational Performance, Business Performance, Cloud Computing, Workforce Performance, Compensation, Hiring, Talent Generation, Talent Management, Workforce Analytics

Your Company Needs a Tax Technology Expert

Posted by Robert Kugel on 21 February 2011

To manage taxes more intelligently tax departments need to focus more on execution than compliance. I’ll confess that this observation is based on informal rather than rigorous research, so I’ll leave it up to individuals that work in these departments and in the finance function generally to consider whether this applies to their company. Compliance is essential, to be sure, but it shouldn’t be... Read More

Topics: Tax, Business Performance, CFO, Corporate Finance, Financial Performance Management

The Diminishing Science of Research in Technology Analyst Firms

Posted by Mark Smith on 18 February 2011

The technology analyst industry has ended its barrage of exuberant predictions for the new year. After digesting all of these commentaries (some were a challenge, I admit), we need to stop our predicting and instead start a discussion about what all of us ought to be doing. From my perspective, that should be an annual statement of direction, what we here call the research agenda. I have decided... Read More

Topics: Sales Performance, Supply Chain Performance, Market Research, IT Performance, IT Research, Operational Performance, Analytics, Business Intelligence, Business Performance, Business Technology, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Management, Information Technology, Location Intelligence, Operational Intelligence, Workforce Performance, Industry Analyst

The Business Technology Revolution in 2011

Posted by Mark Smith on 17 February 2011

The new year has brought a revolution in business technologies that allows enterprises to roll out new applications, processes and services in record time. What used to take a business six months to a year to develop and deploy – and not too long ago that was considered fast! – can now be done in a week or two, making enterprise application and business intelligence deployments of the recent past... Read More

Topics: Sales Performance, Social Media, Supply Chain Performance, Market Research, IT Performance, IT Research, Operational Performance, Analytics, Business Intelligence, Business Technology, Customer & Contact Center, Information Applications, Information Management, Information Technology, Location Intelligence, Operational Intelligence, Industry Analyst

Alcatel-Lucent Future Depends on Software

Posted by ISG Research on 16 February 2011

Recently I wrote that Genesys is transforming itself from a near-pure-play CTI/call routing vendor into an agent performance and customer experience management vendor. If you look at its parent company, Alcatel-Lucent, you can begin to understand why. Alcatel-Lucent has three basic businesses – voice networks, data networks and Genesys. Its 2010 results show that voice represents 48 percent of... Read More

Topics: Customer Experience, Lucent, Operational Performance, Cloud Computing, Call Center, Contact Center, Contact Center Analytics, CRM

NICE Systems Reports Great Financial Results and Acquisition

Posted by ISG Research on 15 February 2011

NICE Systems has announced its financial results for 2010, and they make impressive reading in what many consider a difficult market, for contact center systems. I’m not prone to quoting financial figures, but with revenues up to US$695 million (from US$589 million) and non-GAAP profit and margin up to US$451.9 million and 65%, respectively (from US$371.1 million and 63.1%), it certainly seems... Read More

Topics: Customer Experience, NICE Systems, Operational Performance, Cloud Computing, Customer & Contact Center, Call Center, Contact Center, Contact Center Analytics, CRM

Kognitio Pablo Brings MDX to Data and Analytics

Posted by ISG Research on 14 February 2011

Kognitio announced the addition of MultiDimensional eXpressions (MDX) capabilities for its WX2 product line. John Thompson, CEO of U.S. operations, and Sean Jackson, VP of marketing, shared some of the details with me recently. I find the marriage of MDX and large-scale data both technically challenging and potentially valuable to the market. Kognitio develops and markets a massively parallel... Read More

Topics: Data Warehousing, MDX, RDBMS, IT Performance, Business Intelligence, Data Management, Information Management, Kognitio, MPP

Jacada Withdraws Analytics While Market Heats Up

Posted by ISG Research on 11 February 2011

My latest research into contact center analytics shows how important it has become for companies to improve the way they monitor and assess the performance of their centers. In fact 41% said they could significantly improve the performance of their centers by using analytics, and 47% think they could improve somewhat. Their main requirements are to have more real-time operational analysis and... Read More

Topics: Customer Experience, Jacada, Operational Performance, Cloud Computing, Call Center, Contact Center, Contact Center Analytics, CRM

Putting the “A” Back in FP&A (Financial Planning & Analysis)

Posted by Robert Kugel on 10 February 2011

People who perform the financial planning and analysis (FP&A) function in the finance organization put together and update the budgets and forecasts. In many companies, the “A” portion of this activity gets short shrift. That’s because the mechanical process of pulling together and collating the data takes up so much time that very little remains for analysis. The result is that planning and... Read More

Topics: FP&A, Finance Analytics, Financial Applications, Business Performance, Financial Performance, CFO, finance, Integrated Business Planning

Genesys Expanding to Agent Performance Management

Posted by ISG Research on 10 February 2011

In the contact center market Genesys is synonymous with computer/telephony integration (CTI) and call routing. It was the first vendor to combine routing of calls to agents and using CTI to pop screens onto the agent’s desktop when the call was put through. Genesys has been adding products to its portfolio and now has expanded into what Ventana Research terms agent performance management (APM)... Read More

Topics: Customer Experience, Genesys, Operational Performance, Cloud Computing, Call Center, Contact Center, Contact Center Analytics, CRM

Informatica Focuses Integration on Lines of Business

Posted by Mark Smith on 08 February 2011

At this year’s Informatica industry analyst conference (Twitter: #INFAAnalyst) to update the research and industry analyst community on its data integration and information infrastructure products. Looking back on my analysis of the company’s 2010 analyst summit, I see Informatica has made significant progress in gaining adoption of its products and influencing the new business technology... Read More

Topics: Sales Performance, Analytics, Business Intelligence, Cloud Computing, Customer & Contact Center, Data Integration, Information Management, Workforce Performance

MicroStrategy Combines Actions with Business Intelligence and Mobility

Posted by ISG Research on 07 February 2011

Last week I attended MicroStrategy World 2011 in Las Vegas, the North American version of the business intelligence (BI) vendor’s annual user conference. The event was well attended, and the company claimed attendance was up 40% over last year. The purpose of the post is to recap the announcements made, highlight the areas where MicroStrategy is making investments and comment on the overall... Read More

Topics: Data Warehousing, MicroStrategy, IT Performance, Analytics, Business Intelligence, Cloud Computing, Data Management, Information Management

Forecast: Sunshine, With Clouds

Posted by ISG Research on 07 February 2011

The sun is shining and the birds are singing here in the Bay Area; in other climes, they aren’t. In recent years, I’m pleased to report, I’ve been spared having to deal with weather challenges in getting to the office. That’s in part because snow, sleet and hail aren’t a normal part of our weather here, but also in part because our physical office is a less important part of our operations than... Read More

Topics: Operational Performance, Business Intelligence, Business Performance, Collaboration, Customer & Contact Center, Operational Intelligence, Business