ISG Software Research Analyst Perspectives

Monte Carlo Addresses Performance as a Measure of Data Reliability

Posted by Matt Aslett on 27 June 2024

I recently wrote about the role data observability plays in generating value from data by providing an environment for monitoring its quality and reliability. Data observability is a critical functional aspect of Data Operations, alongside the development, testing and deployment of data pipelines and data orchestration, as I explained in our Data Observability Buyers Guide. Maintaining data... Read More

Topics: data operations, Analytics and Data

Businesses Need a More Expansive View of Self-Service’s Value

Posted by Keith Dawson on 20 June 2024

Self-service has changed immensely in recent years. It has gotten better, qualitatively, in delivering answers and resolutions to customers. But it has also gotten extremely complex, relying on a basket of new technologies to achieve results. It helps to look at it through the eyes of the three main constituencies that are affected by it: customers, contact centers and the businesses they sit in.... Read More

Topics: Customer Experience, Contact Center

ServiceNow Puts AI to Work at Knowledge 2024 Conference

Posted by Jeff Orr on 17 June 2024

ServiceNow is a global software provider that has developed a cloud computing platform that helps organizations manage digital workflows for enterprise operations. The provider uses its annual Knowledge user conference to educate customers and showcase product announcements. Ventana Research had the opportunity to attend the Knowledge 2024 event and provides this analyst perspective to summarize... Read More

Topics: IT Service Management, Digital Technology, natural language processing, AI and Machine Learning

Verint Turns Focus to CX Automation and AI

Posted by Keith Dawson on 12 June 2024

Verint held its analyst conference recently, using the opportunity to flesh out how it is responding to the rapid developments in artificial intelligence (AI) and data-related technologies and to changes in the way enterprises consider the purchasing process for contact center-related tools. The market for contact center technology is changing very quickly. It has historically focused on... Read More

Topics: Customer Experience, Contact Center

Data Operations Improves Trust in Data for Analytics and AI

Posted by Matt Aslett on 12 June 2024

Enterprises are embracing the potential for artificial intelligence (AI) to deliver improvements in productivity and efficiency. As they move from initial pilots and trial projects to deployment into production at scale, many are realizing the importance of agile and responsive data processes, as well as tools and platforms that facilitate data management, with the goal of improving trust in the... Read More

Topics: data operations, Analytics and Data, AI and Machine Learning

AI is Changing the Market for Consolidation Software

Posted by Robert Kugel on 11 June 2024

Until recently, dedicated consolidation software had been a sleepy category. First introduced in the 1980s as a tool designed to run on personal computers (freeing the accounting department from reliance on its IT department), offerings basically achieved feature and function parity by the next decade. The last major technology innovation—moving the software to the cloud—began in the mid-2000s.... Read More

Topics: Office of Finance, ERP and Continuous Accounting

Google Advances Cloud Data Platforms and Analytics Services with GenAI

Posted by Matt Aslett on 05 June 2024

The emergence of generative artificial intelligence (GenAI) has significant implications at all levels of the technology stack, not least analytics and data products, which serve to support the development, training and deployment of GenAI models, and also stand to benefit from the advances in automation enabled by GenAI. The intersection of analytics and data and GenAI was a significant focus of... Read More

Topics: Analytics, AI, natural language processing, AI and Machine Learning