ISG Software Research Analyst Perspectives

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for Month: 2017/07
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Amazon Web Services Introduces Turmoil to Contact Centers

Posted by ISG Software Research on 26 July 2017

I have been involved in the call center market for around 30 years, first as a consultant building call centers for organizations and later as an analyst covering developments in organizations’ customer engagement best practices and vendor product developments. Looking back over the first 20, maybe even 25 years, it has been a slowly developing market. Early call centers essentially included an...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center

Verint Ups Its Game in Knowledge Management

Posted by ISG Software Research on 21 July 2017

Customer engagement is nothing new – organizations have been engaging with customers in one way or another ever since business began. Over the years, however, the nature of this engagement has changed dramatically, from largely face-to-face encounters and the written word to telephone, email, fax and text messaging and now to text-based applications, social media, mobile apps and video. These...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Workforce Optimization, Knowledge Management

Genesys Doubles Down on Customer Experience Platform

Posted by ISG Software Research on 17 July 2017

Today many conversations about contact centers and CRM focus on customer engagement and the customer experience. Customer engagement should be relatively straightforward, addressing how organizations interact with customers through different channels of engagement. However, when it comes to customer experience, I believe many miss the point. The key word is experience, which means it is...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Customer Service, Contact Center, Billing and Recurring Revenue, Workforce Optimization

Longview Solidifies Tidemark for Cloud-Based Planning

Posted by Robert Kugel on 10 July 2017

Longview recently completed the acquisition of Tidemark Systems, a planning software vendor. Longview Plan powered by Tidemark is a suite of cloud-based applications that enable corporations to plan, assess performance and communicate results more effectively. The software facilitates what Ventana Research calls “continuous planning.” This is a highly collaborative, action-oriented approach to...

Topics: Mobile, Office of Finance, Recurring Revenue, Continuous Planning, Analytics, Business Intelligence, Financial Performance Management, Price and Revenue Management, ERP and Continuous Accounting, Sales Planning and Analytics

Choose Your IoT Technologies Wisely

Posted by David Menninger on 03 July 2017

This is my second analyst perspective based on our IoT Benchmark Research. In the first, I discussed the business focus of IoT applications and some of the challenges organizations are facing. Now I’ll share some of the findings about technologies used in IoT applications and the impact those technologies appear to have on the success of users’ projects.

Topics: Big Data, Analytics, Business Intelligence, IOT, NoSQL