ISG Software Research Analyst Perspectives

Pitney Bowes Doubles Down on Customer Engagement

Posted by ISG Research on 20 August 2015

From its history of managing postal mail, Pitney Bowes has expanded into products for data management, analytics and location intelligence, as my colleague Mark Smith noted. Continuing this expansion through internal development and acquisitions of vendors such as Portrait Software and RTC, it has added to its portfolio products that include customer information management and customer... Read More

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

Data and Analytics in the Cloud is a Reality Today

Posted by ISG Research on 20 August 2015

Our recently completed benchmark research on data and analytics in the cloud shows that analytics deployed in cloud-based systems is gaining widespread adoption. Almost half (48%) of participating organizations are using cloud-based analytics, another 19 percent said they plan to begin using it within 12 months, and 31 percent said they will begin to use cloud-based analytics but do not know... Read More

Topics: Big Data, Software as a Service, Operational Performance Management (OPM), Analytics, Business Analytics, Business Collaboration, Business Intelligence, Customer & Contact Center, Operational Intelligence, Business Performance Management (BPM), Data, Information Optimization

Tagetik’s Solid Financial Performance Management Suite

Posted by ISG Research on 20 August 2015

Tagetik is a long-established vendor of financial performance management (FPM) software. Its full-featured suite includes planning, budgeting, consolidation, close management, disclosure management, analysis, dashboards and reporting. The software can be deployed on premises or in the cloud as multitenant software as a service or in a private cloud. Tagetik also offers pre-built integration with... Read More

Topics: Big Data, Governance, Human Capital, Office of Finance, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Dashboards, Financial Performance

Interactive Intelligence and Omnichannel Customer Engagement

Posted by ISG Research on 14 August 2015

At the end of last year, I wrote about Interactive Intelligence’s release of a new service, PureCloud. It was the company’s first step into the multitenant cloud computing market, using Amazon Web Services and aimed at small-to-midsize contact centers. To help companies understand the different cloud-computing models, I provided answers to Interactive Intelligence questions on the advancements of... Read More

Topics: Customer Experience, Customer Performance, Cloud Computing, Call Center

Optimization Analytics Comes to the Mass Market

Posted by ISG Research on 13 August 2015

Optimization is the application of algorithms to sets of data to guide executives and managers in making the best decisions. It’s a trending topic because using optimization technologies and techniques to better manage a variety of day-to-day business issues is becoming easier. I expect optimization, once the preserve of data scientists and operations research specialists will become mainstream... Read More

Topics: Big Data, Performance Management, Customer Performance, Operational Performance, Analytics, Business Analytics, Business Performance, Financial Performance, Information Management, Price Optimization

Data Preparation is Essential for Predictive Analytics

Posted by ISG Research on 06 August 2015

Our research into next-generation predictive analytics shows that along with not having enough skilled resources, which I discussed in my previous analysis, the inability to readily access and integrate data is a primary reason for dissatisfaction with predictive analytics (in 62% of participating organizations). Furthermore, this area consumes the most time in the predictive analytics process:... Read More

Topics: Big Data, Microsoft, Predictive Analytics, alteryx, Customer Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Operational Intelligence, Oracle, Information Optimization