ISG Software Research Analyst Perspectives

GoodData Rides BI in the Cloud for Business Value

Posted by ISG Research on 05 December 2012

GoodData has been around since 2007, but it has seen especially explosive growth in the last year due to the fast adoption of cloud Business Intelligence. In a recent meeting, Roman Stanek, the company’s CEO, told me GoodData has more than 6,000 customers, and that many of these are household names. Given that he publicly stated a customer base of around 2,500 last year, it appears that the... Read More

Topics: Sales Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center

The Reality of Social Customer Service

Posted by ISG Research on 04 December 2012

Much is written these days about how consumers have changed their buying and communication habits, and how more are turning to social media to search for product and service information, complain, exchange news and opinions, and, well, to be social. This has led to predictions such as the demise of the contact center, marketing becoming the prime leader of customer experience, and social media... Read More

Topics: Social Media, Customer Analytics, Customer Experience, Social CRM, Voice of the Customer, Mobile Apps, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM

SAP Launches SAP 360 Customer – New Offering but Old Mission

Posted by ISG Research on 27 November 2012

Over the last few weeks SAP has run several events for both customers and the analyst community to herald the launch of SAP 360 Customer in an attempt to regain ground in the CRM market and convince everyone that it has sorted out its cloud, mobile and collaboration strategy. One of the main user events was Sapphire NOW in Madrid earlier this month. From reports that I have seen, it seems that... Read More

Topics: Sales Performance, Salesforce.com, SAP, Social Media, Customer Analytics, Customer Experience, Social CRM, Voice of the Customer, Mobile Apps, Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, CRM

Mplsystems Extends Beyond Contact Center in the Cloud

Posted by ISG Research on 24 November 2012

The parent company of mplSystems, Message Pad Ltd., was founded in the U.K. in 1994 and provides the infrastructure to support contact center operations. mplSystems’ main product family is intelligentContact (iContact), which is available either on premises or in the cloud. It is an interesting mix of products that covers call, email, chat, SMS, social media management and routing from a... Read More

Topics: Microsoft, Social Media, Customer Analytics, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications

Tableau Thrives in Providing Visual Discovery for Business Analytics

Posted by ISG Research on 20 November 2012

Tableau Software is growing fast. Tableau has taken a “land and expand” strategy that drives what they call the democratization of analytics within organizations. Tableau has enjoyed first mover advantage in the area of exploratory analytics called visual discovery, a growing type of business analytics that allows companies to easily visualize data in a descriptive manner, but the company is... Read More

Topics: Big Data, Data Visualization, Sales Performance, Tableau, Google, discovery analytics, exploratory analytics, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Customer & Contact Center, Operational Intelligence, Impala, big query

Zeacom Enters the Growing Enghouse Interactive Contact Center Solution Empire

Posted by ISG Research on 19 November 2012

I recently wrote a blog post about how Enghouse Systems is expanding its portfolio of contact center vendors, and another detailing more about what capabilities its products support. I noted that its acquisition trail wasn’t over and that it was in the process of acquiring Zeacom. Although not quite evident from the Zeacom website, that deal is now done and Zeacom is part of Enghouse Interactive.... Read More

Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Operational Performance, Analytics, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

Building The Collaborative Enterprise to Improve Customer Relationships

Posted by ISG Research on 18 November 2012

I have challenged some of the hype about the social enterprise because I feel “social” gives the wrong impression. For most people, social media is predominately about being social. While everyone likes to feel that going to work is partly about being social, when it comes down to it running a business is about winning customers, selling them your products or services, and providing customer... Read More

Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Operational Performance, Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

CallMiner Introduces Real-Time Speech Analytics

Posted by ISG Research on 15 November 2012

I recently wrote how CallMiner had expanded into text analytics and had released its myEureka product, which in my opinion took the presentation of analytics to a new level. My colleagues agreed, and our firm awarded CallMiner the 2012 Ventana Research Technology Innovation Award for Customer Excellence. Far from resting on its laurels, CallMiner recently announced a new product, EurekaLive,... Read More

Topics: Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, Callminer, Analytics, Business Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics

Vocalcom Supports Contact Center in the Cloud

Posted by ISG Research on 13 November 2012

Vocalcom is one of the up-and-coming names in the contact center market. Founded in 1995, it is headquartered in France but has a worldwide presence, with 4,500 customers and more than half a million users of its services. It may not be as well-known as other companies in the same space because many of the customers are in southern Europe, and a high percentage are outsourcers who use its... Read More

Topics: Salesforce.com, Social Media, Customer Analytics, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Vocalcom

IBM Cognos Insight Focuses on Discovery and Exploratory Analytics

Posted by ISG Research on 30 October 2012

IBM’s Information on Demand conference last week took over the fifth-largest conference venue in the country at the Mandalay Bay and Resort Convention Center in Las Vegas. During the keynote at the end of day one, IBM demonstrated its Cognos portfolio, a family of products that helped IBM earn a ranking of Hot in our 2012 Business Intelligence Value Index. A relatively new addition to the... Read More

Topics: discovery tools, exploratory analytics, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Financial Performance, Operational Intelligence, Cognos, cognos enterprise, cognos express, cognos insight

Salesforce.com Positions as Cloud Platform Leader

Posted by ISG Research on 24 October 2012

Salesforce.com launched more than 12 years ago as the founding CRM vendor in the cloud. Today it has grown to be the kitchen-sink vendor in the cloud. It seems every month it announces some new cloud service, and its services now cover almost the entire enterprise: sales, marketing, service, HR, finance and a list of supporting services that make it hard to determine just what the company now has... Read More

Topics: Sales, Social Media, Customer Analytics, Customer Experience, Social CRM, Voice of the Customer, Mobile Apps, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, CRM, Text Analytics, Unified Communications

Teradata’s Big Data and Analytics Strategy Unveiled

Posted by ISG Research on 24 October 2012

Unlike other recent conferences that seem to focus almost exclusively on cloud computing, this week’s Teradata Partners Conference emphasized big data and analytics. The vision that Teradata lays out is one in which new technologies such as Apache Hadoop live side by side with more traditional enterprise data warehouses (EDW) and companies have the flexibility to define their own approaches to BI... Read More

Topics: Big Data, IT Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Information Applications, Information Management, Operational Intelligence, Teradata Aster

Justifying Analytics for Agents and Better Customer Service

Posted by ISG Research on 18 October 2012

Our new world of multifaceted customer communications is driven by moments of interaction with the brand, often called moments of truth. Today’s call center analytics put companies in a position to manage these moments. Analytics that are specific to the call center include desktop analytics, event stream analytics, speech analytics, text analytics, cross-channel analytics and predictive... Read More

Topics: Customer Engagement, Customer Experience, customer life cycle, call center analytics, capacity utilization, Operational Performance, Business Analytics, Business Intelligence, Customer & Contact Center, Workforce Performance, Call Center, Workforce Analytics, NPS

PivotLink Analyzes Shoppers with Retail Analytics in the Cloud

Posted by ISG Research on 16 October 2012

I had the opportunity last week to visit PivotLink in the Bellevue, Washington, office that houses the company’s development team and marketing leadership to see its software. After taking the helm a little more than a year ago and putting a new team in place, CEO Bruce Armstrong has positioned the company above the fray of the crowded business intelligence software set. The company has smartly... Read More

Topics: Retail Analytics, Sales Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Location Intelligence

Shifts in Retail Demand New Analytics

Posted by ISG Research on 12 October 2012

Our benchmark research into retail analytics suggests that only 34 percent of retail companies are satisfied with the process they currently use to create analytics. That’s 10 percent fewer businesses satisfied than we found for all industries combined. The dissatisfaction is being driven by underperforming technology that cannot keep up with the dramatic changes that are occurring in the retail... Read More

Topics: Big Data, Retail Analytics, SaaS, Sales Performance, Social Media, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Collaboration, Operational Intelligence

Oracle’s Exalytics Appliance Delivers Business Analytics

Posted by ISG Research on 08 October 2012

At Oracle OpenWorld this week I focused on what the company is doing in business analytics, and in particular on what it is doing with its Exalytics In-Memory Machine. The Exalytics appliance is an impressive in-memory hardware approach to putting right-time analytics in the hands of end users by providing a full range of integrated analytic and visualization capabilities. Exalytics fits into the... Read More

Topics: Big Data, SAP, exadata, Analytics, Business Analytics, Business Intelligence, Business Performance, Exalytics, IBM, Oracle

Call Centre Expo 2012 Reveals Some Surprising Trends

Posted by ISG Research on 04 October 2012

Call Centre & Customer Management Expo has been running for several years now. The event provides an opportunity for contact center and customer service managers in Europe to catch up with all the latest and greatest going on in the market. At this year’s event earlier this week, as usual, I found the normal mix of presentations, vendor exhibition stands and other side events. The vendor show... Read More

Topics: Sales Performance, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization

IBM’s SPSS Shows Chops in Predictive Analytics

Posted by ISG Research on 01 October 2012

IBM acquired SPSS in late 2009 and has been investing steadily in the business as a key component of its overall business analytics portfolio. Today, SPSS provides an integrated approach to predictive analytics through four software packages: SPSS Data Collection, SPSS Statistics, SPSS Modeler and SPSS Decision Management. SPSS is also integrated with Cognos Insight, IBM’s entry into the visual... Read More

Topics: Predictive Analytics, Social Media, IT Performance, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Customer & Contact Center, IBM, Workforce Performance, SPSS

Confirmit Moves to Voice of Customer and Feedback Management

Posted by ISG Research on 28 September 2012

Confirmit is one of the leading vendors of market research services. It has a full range of products that support every step of the market research cycle. Its software lets users create surveys that can be delivered through multiple channels, perform panel management (managing teams of people that contribute to research programs), collect the data from completed surveys, and use a suite of... Read More

Topics: Sales Performance, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Confirmit

Workforce Analytics Does Not Require Big Data – Yet!

Posted by ISG Research on 27 September 2012

Exactly what is the relationship between workforce analytics and big data? Most of the use cases for big data seem to revolve around marketing, social media and customer service initiatives where unstructured data sources reveal big value. Our research into big data analytics suggests a prime benefit of big data is in the ability to retain and analyze larger amounts of data and to increase the... Read More

Topics: Big Data, Human Capital Management, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Financial Performance, Workforce Performance