ISG Software Research Analyst Perspectives

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for Month: 2016/01

mplsystems Offers Array of Customer Experience Support for Contact Centers

Posted by ISG Research on 03 January 2016

Based in the U.K., mplsystems is a relatively small vendor of contact center in the cloud systems, having fewer than 200 employees, but it has a distinct portfolio of products. Its core product, intelligentContact, is designed for omnichannel customer engagement. Its two other products, Customer Service CRM and Field Service Management, are not typically supported by other vendors in this space.... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Mobile Technology, Speech Analytics, Voice of the Customer, Customer Performance, Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

IBM Redesigns Cognos to Improve User Experience and Self-Service

Posted by ISG Research on 03 January 2016

IBM redesigned its business intelligence platform, now called IBM Cognos Analytics. Expected to be released by the end of 2015, the new version includes features to help end users model their own data without IT assistance while maintaining the centralized governance and security that the platform already has. Our benchmark research into information optimization shows that simplifying access to... Read More

Topics: Big Data, Mobile Technology, Wearable Computing, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Governance, Risk & Compliance (GRC), Information Management, Operational Intelligence, Uncategorized, Visualization, Cognos, Information Optimization, Risk & Compliance (GRC), Watson, cognos analytics