ISG Software Research Analyst Perspectives

NICE Integrates Cloud Platform for Customer Engagement

Posted by ISG Research on 28 August 2017

Our benchmark research over the last couple of years confirms what we all instinctively know: Consumers engage with each other and organizations using an increasing number of engagement channels. Indeed, our latest research into the next-generation contact center in the cloud shows the average number of channels organizations now support has grown to almost eight. The same research confirms that... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Workforce Optimization

Zuora RevPro Addresses Revenue Recognition Compliance

Posted by Robert Kugel on 24 August 2017

Earlier this year Zuora acquired revenue recognition software vendor Leeyo. Zuora, which initially focused on taming the complexities of subscription billing, has been broadening its software offerings to handle a wider set of the operational and financial requirements of a subscription business. Leeyo held a Revenue Recognition Summit in 2016 and the event was recently repeated. The need for the... Read More

Datawatch Gets Social with Data Preparation

Posted by David Menninger on 24 August 2017

Many organizations continue to struggle with preparing data for use in operational and analytical processes. We see these issues reported in our Data and Analytics in the Cloud benchmark research, where 55 percent of organizations identify data preparation as the most time-consuming task in their analytical processes. Similarly, in our Next-Generation Predictive Analytics research, 62 percent of... Read More

Topics: Analytics, Collaboration, Data Preparation, Datawatch

Aspect Software Makes Progress with New Customer Engagement Center

Posted by ISG Research on 02 August 2017

Not many years ago, building and running a contact center was a complex task. Organizations typically had to license all the systems they required (most of them proprietary and on-premises), customize them to meet their requirements and integrate them into a workable architecture. But beyond all the systems issues, the key to running the center was forecasting the right number of skilled agents... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Billing and Recurring Revenue, Workforce Optimization, Digital transformation

RingCentral Integrates Contact Center and Unified Communications

Posted by ISG Research on 02 August 2017

Customer engagement is undergoing its biggest transformation in decades. Consumers now use a significantly greater number and variety of channels to engage with organizations – everything from phone, email and the corporate website to social media, text messaging, chat, mobile apps and video. This is forcing organizations to change in order not to miss out on business opportunities. We have... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Billing and Recurring Revenue, Workforce Optimization