ISG Software Research Analyst Perspectives (100)

The Secrets to Big Data and Information Optimization Revealed in 2013 Research Agenda

Posted by Mark Smith on 17 January 2013

Managing the access, storage and use of data effectively can provide businesses a competitive advantage. Last year I outlined what the big deal is in big data, as the initial focus on the volume, velocity and variety of data – what my colleague Tony Cosentino calls the three V’s – is only one small piece of how organizations should evaluate this technology. The more balanced approach is to... Read More

Topics: Big Data, Master Data Management, Predictive Analytics, Sales Performance, MDM, Operational Performance, Business Analytics, Business Intelligence, Business Performance, CIO, Cloud Computing, Data Governance, Data Integration, Financial Performance, Information Applications, Information Management, Location Intelligence, Operational Intelligence, Product Information Management

Best Practices and Benefits from Using a Customer Service Agent Desktop

Posted by ISG Research on 17 January 2013

My research into the customer service agent desktop shows that most centers expect a lot of their contact center agents: more than half (59%) handle between two and five different services (such as general queries, complaints and sales) and 14 percent handle seven or more. Nearly half (49%) are expected to handle between six and 15 calls per hour, and as well as calls, the majority (75%) are... Read More

Topics: Sales Performance, Social Media, Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, 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

The Big Deal is in the 2013 Business Analytics Research Agenda

Posted by ISG Research on 16 January 2013

Did you catch all the big data analogies people used in 2012? There were many, like the refinement of oil analogy, or the spinning straw into gold analogy, and less useful but more entertaining ones, like big data is like a box of chocolates, or big data is like The Matrix (because “there’s no way Keanu Reeves learns Kung Fu in five seconds without using big data”). I tend to like the water... Read More

Topics: Big Data, Sales Performance, Social Media, Supply Chain Performance, IT Performance, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, CIO, Cloud Computing, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Management, Location Intelligence, Operational Intelligence, Workforce Performance, Data

Joining Ventana Research to Inspire Human Capital Management

Posted by ISG Research on 16 January 2013

Hi; pleased to meet you! I’m tremendously excited to be joining the team here at Ventana Research, and I’m looking forward to adding my experience, observations and opinions to this team of very talented industry analysts! Let me start by telling you a little about my background, and then why a chose to come to work here and what I will be covering at Ventana Research. For more than a decade I... Read More

Topics: Social Media, Human Capital Management, Market Research, Office of Finance, Business Collaboration, Business Performance, Cloud Computing, Information Management, Workforce Performance, HR, Talent Management, Workforce Management

2013 Direction of Technology for Customer and Contact Management

Posted by ISG Research on 16 January 2013

At the beginning of 2012 Ventana Research predicted that six major technologies would have an impact on the provision and supply of IT systems, and that these would bring about innovation in the way organizations support their business. Each of the six – business and social collaboration, mobile, analytics, cloud computing, social media and big data – has affected how organizations engage with... Read More

Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Business 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, Workforce Force Optimization

The Business of Sales and Marketing – Our Research Agenda for 2013

Posted by Mark Smith on 15 January 2013

Most organizations see improving the effectiveness of sales as a way to increase productivity. Those organizations that take advantage of the latest sales applications and technology are finding themselves with a competitive advantage, but many organizations lack the time and resources to assess and deploy appropriate platforms. That’s a shame, since most sales organizations have plenty to... Read More

Topics: Sales, Sales Performance, Marketing, PIM, Sales Compensation, Sales Forecasting, Operational Performance, Business Performance, Financial Performance, CPQ, CRM, Product Information Management, SFA

SAP Announces Business Suite on HANA

Posted by Robert Kugel on 11 January 2013

For the past couple of years I’ve been pointing to the importance of in-memory computing to the future of business applications. It’s an integral part of Ventana Research’s business and finance research agenda for 2013, and it’s one of the core technologies that senior executives should have an appreciation for because it can transform all core business processes, especially those that are... Read More

Topics: Mobile, Predictive Analytics, Real-time, Sales Performance, SAP, Supply Chain Performance, ERP, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, In-memory, Workforce Performance, CRM, finance, Social, Business Suite, Financial Performance Management, HANA

Customer and Contact Center Management Research Agenda for 2013

Posted by ISG Research on 11 January 2013

Despite the recession, 2012 was a busy year in the contact center, customer service and customer experience markets. Ventana Research completed four benchmark research studies into customer relationship maturity, contact center in the cloud, customer feedback management and agent desktop. Overall these show that organizations are slowly maturing in the processes, people, information and... 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 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, Workforce Force Optimization

Office of Finance Research Agenda for 2013

Posted by Robert Kugel on 10 January 2013

Businesses always see a lag between when technology makes some advance possible and when a majority of companies actually adopt it. There’s even a longer lag between the emergence of an advance in a business process or technique and the time it takes to become mainstream. When we write our research agendas at the top of each year, we have to strike a balance between focusing on the new and... Read More

Topics: Big Data, Planning, Predictive Analytics, Sales Performance, Governance, GRC, Office of Finance, Budgeting, close, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Performance, CIO, Cloud Computing, Financial Performance, Governance, Risk & Compliance (GRC), In-memory, Workforce Performance, CFO, Risk, CEO, Financial Performance Management, FPM

NICE Systems Addresses Fraud in Contact Centers

Posted by ISG Research on 09 January 2013

Back in 2007 when NICE Systems acquired Actimize I wondered how long it would be before someone figured out how to use the company’s fraud detection systems in contact centers. The answer is now, as NICE Systems announces its Contact Center Fraud Prevention system. The original Actimize system used artificial intelligence techniques to track potential fraudulent financial transactions. It works... Read More

Topics: Customer Analytics, Customer Experience, NICE Systems, Speech Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM

Verint Advances Integration and Interactivity for Workforce Optimization

Posted by ISG Research on 08 January 2013

In early 2012 I wrote a blog post about how Verint was overcoming some of its product integration issues by using an information-driven approach that allows users to drill down from key performance metrics into underlying application data. The latest version of its Impact 360 Workforce Optimization suite extends this approach and supports a flow of data between applications and workflows that... Read More

Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Verint, Workforce Force Optimization

Revolution Analytics Rides R Language into Mainstream Business

Posted by ISG Research on 08 January 2013

Revolution Analytics is a commercial provider of software and services related to enterprise implementations of the open source language R. At its base level, R is a programming language built by statisticians for statistical analysis, data mining and predictive analytics. In a broader sense, it is data analysis software used by data scientists to access data, develop and perform statistical... Read More

Topics: Big Data, SAS, IT Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Information Management, Operational Intelligence, SPSS

Customer Service Presents Major Challenges

Posted by ISG Research on 07 January 2013

In today’s competitive markets, many organizations recognize that customer service represents an opportunity to differentiate themselves from their competition. However, our research into the agent desktop shows that providing excellent customer service is a real challenge in many areas, starting with managing the channels of communication required to offer customers a choice in how they interact... Read More

Topics: Sales Performance, Customer Analytics, Customer Experience, Voice of the Customer, Operational Performance, Analytics, Business Performance, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM

Happy New Year: Build on Foundation of Lessons Learned in 2012

Posted by Mark Smith on 05 January 2013

Happy New Year to all my readers and followers. I hope everyone has gotten some rest and is ready for a great 2013. 2012 was a busy year in which we saw a critical inflection point, where an elevated focus on new methods and innovative technological approaches such as big data, business analytics, business and social collaboration, cloud computing, mobile technology and social media become part... Read More

Topics: Big Data, Sales Performance, Social Media, Supply Chain Performance, Market Research, Mobile Technology, Social Collaboration, IT Performance, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, CIO, Cloud Computing, Customer & Contact Center, Financial Performance, Information Applications, Information Management, Location Intelligence, Operational Intelligence, Workforce Performance, Technology

Best Practice Customer-Related Metrics

Posted by ISG Research on 04 January 2013

Customers have always been important to companies, but what are the best metrics to measure the success of customer-related activities, and how well companies meet customer expectations? At the beginning of 2012 I carried out benchmark research into customer relationship maturity. In it I asked respondents what were their most important customer-related metrics. The results show the three most... Read More

Topics: Customer Analytics, Customer Feedback Management, Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Customer & Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics

2013 Vendor to Watch – Salesforce.com

Posted by ISG Research on 03 January 2013

It’s hard to believe that Salesforce.com was launched only 14 years ago. It has since grown into a multi-billion-dollar company that has changed the way companies source software. Back in the early days its two primary messages were “the end of on-premises software” and “a new era of CRM in the cloud.” Today the first message seems to have softened somewhat, with its own website talking about... Read More

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

Like Big Data, Operational Intelligence is Evolving to Deliver Right Time Value

Posted by ISG Research on 02 January 2013

Ventana Research has been researching and advocating operational intelligence for the past 10 years, but not always with that name. From the use of events and analytics in business process management and the need for hourly and daily operational business intelligence, but its alignment with traditional BI architecture didn’t allow for a seamless system, so a few years later the discussion started... Read More

Topics: Big Data, SOA, Supply Chain Performance, business activity monitoring, business process monitoring, IT Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Complex Event Processing, Customer & Contact Center, Operational Intelligence, Service Cloud

California Blue Shield Foundation Uses FinancialForce to Improve Finance Effectiveness

Posted by Robert Kugel on 02 January 2013

As I’ve noted before, it’s common for CFOs of companies that are transitioning from being a small to a midsize business (that is, when they grow past about 100 employees) to find that the entry-level accounting package that they have been using no longer fits their needs. This software may be inexpensive to purchase and easy to use but it lacks many of the customization and business process... Read More

Topics: Planning, Salesforce.com, ERP, Human Capital Management, Office of Finance, Reporting, close, closing, Operational Performance, Business Performance, Cloud Computing, Financial Performance, Workforce Performance, Financial Performance Management, FinancialForce.com

Linking Customer Feedback and Business Benefits

Posted by ISG Research on 02 January 2013

Many organizations collect customer feedback, but my recent research into customer feedback management shows that most have yet to take advantage of modern techniques. The research shows that companies on average use approximately four methods. The most popular remain email and online surveys, listening to call recordings and outbound phone calls. Newer techniques such as reviewing social media... Read More

Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Voice of the Customer, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Why Maturity is Important for More Effective Planning and Budgeting

Posted by Robert Kugel on 28 December 2012

Ventana Research does benchmark research that assesses the maturity of organizations across four dimensions: people, process, information and technology. We examine business issues along those dimensions because we recognize the interconnected relationships among them. Especially in larger companies, data issues such as accuracy and accessibility are often a root cause of poor performance of a... Read More

Topics: Big Data, Planning, Sales Performance, Supply Chain Performance, Office of Finance, Reporting, Budgeting, driver-based, Operational Performance, Business Performance, Customer & Contact Center, Financial Performance, Workforce Performance, Financial Performance Management, Integrated Business Planning