ISG Software Research Analyst Perspectives

Order-to-Cash Cycle for Revenue Recognition

Posted by ISG Research on 27 May 2015

Revenue recognition standards for companies that use contracts are in the process of changing, as I covered in an earlier perspective. As part of managing their transition to these standards, CFOs and controllers should initiate a full-scale review of their order-to-cash cycle. This should include examination of their company’s sales contracts and their contracting process. They also should... Read More

Topics: Planning, Governance, Office of Finance, Recurring Revenue, Reporting, Revenue Performance, Budgeting, Tax, Business Performance, Financial Performance

Genesys Advances Omnichannel Experience for Customer Engagement

Posted by ISG Research on 20 May 2015

I recently wrote about six technologies that can help companies deliver experiences that live up to their customers’ expectations: an integrated multichannel infrastructure, analytics, a smart agent desktop, business applications such as workforce management and knowledge management, collaboration and mobile apps. They should be closely integrated to simplify system administration, to support... Read More

Topics: Big Data, Customer Feedback Management, Customer Performance, Business Analytics, Cloud Computing, Call Center

Verint Introduces Gamification Software to Motivate and Engage the Workforce

Posted by ISG Research on 14 May 2015

Some new words can give the wrong impression. Take “gamification,” for example. It may sound as if employers are inviting their employees to play games just for fun, when actually this is a technique increasingly being used to recognize achievement and thus help improve performance. Several workforce management software vendors have introduced gamification systems that support setting targets,... Read More

Topics: Big Data, Customer Feedback Management, Customer Performance, Cloud Computing, Call Center

NICE Systems Engages Analytics to Optimize Customer Experience

Posted by ISG Research on 12 May 2015

NICE Systems is an established vendor of workforce optimization products that has long included analytics in its portfolio. Its latest release in this area, NICE Customer Experience Analytics, focuses on mapping, understanding and managing customer journeys and metrics. The product is built on NICE’s common technology platform, which consists of three functions: collect, understand and optimize.... Read More

Topics: Big Data, Customer Performance, Business Analytics, Cloud Computing, Call Center

New Revenue Recognition Rules Require Software

Posted by ISG Research on 12 May 2015

For most of the past decade businesses that decided not to pay attention to proposed changes in revenue recognition rules have saved themselves time and frustration as the proponents’ timetables have slipped and roadmaps have changed. The new rules are the result of a convergence of US-GAAP (Generally Accepted Accounting Principles – the accounting standard used by U.S.-based companies) and IFRS... Read More

Topics: Planning, Customer Experience, Governance, Office of Finance, Recurring Revenue, Reporting, Revenue Performance, Budgeting, Tax, Customer Performance, Business Performance, Financial Performance

Infor Makes User Experience A Reason for New Business Applications

Posted by ISG Research on 08 May 2015

Recently, Infor held its second innovation conference with industry analysts at its New York City headquarters. Infor’s products include the major categories of ERP, human capital management and financial performance management applications. Behind the marketing aspects of its use of “innovation” is a business strategy for retaining existing customers, migrating a sizable percentage of those... Read More

Topics: Human Capital, Office of Finance, UX, Customer Performance, Business Analytics, Business Collaboration, Business Performance, Cloud Computing, Financial Performance