ISG Software Research Analyst Perspectives (112)

Finance Analytics Innovation

Posted by Robert Kugel on 21 July 2011

Our recently completed benchmark research on how finance departments use analytics makes clear that while they have a distinct competence in this area and execute the basics well, a majority of companies are immature in their use of advanced finance analytics. Regardless of industry or geography, few finance departments use predictive analytics or delve into important areas such as strategic...

Topics: Predictive Analytics, Office of Finance, Finance Analytics, Analytics, Business Analytics, Business Performance, Financial Performance, CFO

Optimizing the Customer Experience Requires Dedication

Posted by ISG Software Research on 18 July 2011

In my research area, a lot is said and written these days about optimizing the customer experience. Some say it is done by improving key performance metrics such as customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES). Others say customer experience management (CEM) is the “new CRM”; some think it is part of a multichannel service strategy, and for others it is...

Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, Cicero, Cincom, MarketTools, ResponseTek, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Upstream Works, Confirmit, OpenSpan, Verint

IFRS for the U.S.? Yes – But When and How Are Still Iffy

Posted by Robert Kugel on 18 July 2011

Hans Hoogervorst, who just succeeded Sir David Tweedie as the chairman of the International Accounting Standards Board (IASB), recently said he is “optimistic the SEC will move to fully incorporate IFRS [International Financial Reporting Standards] shortly.” I find it hard to see why, unless one has a fairly elastic definition of “fully,” “incorporate” and “shortly” (or at least two out of...

Topics: Office of Finance, Reporting, Consolidation, FASB, IASB, IFRS, Business Analytics, Business Collaboration, Business Performance, Financial Performance, GAAP, SEC

SnapLogic Makes Data Quality in the Cloud a Snap

Posted by ISG Software Research on 07 July 2011

SnapLogic, a cloud-based data integration vendor, has extended its product linewith new data quality capabilities. This is worth comment because SnapLogic sits at the intersection of two recent trends in information management.

Topics: Predictive Analytics, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Information Management, Workforce Performance

SAS Helps Optimize Key Business Processes

Posted by ISG Software Research on 07 July 2011

If you look at the SAS Institute home page it appears easy to identify what it does – “the leader in business analytics software and services, and the largest independent vendor in the business intelligence market.” My colleague recently assessed them as the multi-billion dollar business analytics supplier which I would agree. However, at the company’s recent analyst event I learned that this...

Topics: Predictive Analytics, SAS, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics

Analytics Can Make Finance More Relevant

Posted by Robert Kugel on 07 July 2011

Ventana Research recently completed groundbreaking benchmark research on how finance organizations use analytics these days. Of course, analytics have been a mainstay of finance organizations since people started using accounting ratios to assess the health and performance of a business. Yet perhaps because traditional analytics are so deeply entrenched, finance departments execute the basics...

Topics: Predictive Analytics, Sales Performance, SAP, SAS, Office of Finance, Operational Performance, Analytics, Business Intelligence, Business Performance, Financial Performance, IBM, Oracle, Cognos, Financial Performance Management

Managing Customer Communications in a Multichannel World

Posted by ISG Software Research on 03 July 2011

In the customer service and contact center markets we used to talk about phone calls, letters, faxes and email; now we talk about “communications,” “interactions,” “contacts” and “touch points.”These four terms are used almost interchangeably to talk generally about actions involving customers and can include all forms of communication – calls, documents (letters, email, forms and surveys),...

Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics

SHRM Helps Socialize Human Resources

Posted by Mark Smith on 03 July 2011

I had the pleasure to drop into the 63rd annual conference of the Society for Human Resource Management (SHRM) in Las Vegas where over 18,000 human resources professionals came to learn, engage with peers and also enjoy a variety of entertainment. It was the definitely the place to be if you wanted to mix Hollywood with HR. From Sir Richard Branson in Sunday’s opener to music from Keith Urban to...

Topics: Big Data, Performance Management, Social Media, Human Capital Management, Metrics, Mobile Applications, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Workforce Performance, Compensation, Talent Management, Workforce Analytics

Taxes on Internet Sales Would Drive Software Adoption

Posted by Robert Kugel on 03 July 2011

Many companies have automated their sales and use tax processes to cut the effort required to execute them and to reduce the number of errors and their cost in dealing with a fiendishly complex set of rules and rates. This is one step in bringing tax into the mainstream of finance, which we advocate. Most people are familiar with sales tax; a “use tax” is a form of excise tax assessed on...

Topics: Sales, Office of Finance, Tax, Business Performance, Financial Performance

Two Elephants Face Off: Hadoop and Oracle

Posted by Mark Smith on 03 July 2011

I stopped into the Yahoo Hadoop Summit (Twitter: #HadoopSummit) to see how far the open source Hadoop technology has progressed. This open source community has been advancing for years with support from Internet titans like Yahoo, eBay and Facebook. Hadoop, as my colleague David Menninger has written, is now ready to play a large role as organizations try to cope with data on a large scale and...

Topics: Big Data, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Workforce Performance, Strata+Hadoop

Jacada is Back with a Smarter Agent Desktop

Posted by ISG Software Research on 29 June 2011

Jacada was one of the first vendors to provide a unified desktop for contact centers. It simplified the agent’s desktop by replacing several application views with a single view that better followed customer conversations. It also interfaced between those applications so agents didn’t have to worry about which fields to update, where to find data or how many applications they had to use. The...

Topics: Customer Analytics, Customer Data Management, Customer Experience, Voice of the Customer, Jacada, Operational Performance, Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM

Yahoo Spins Out Hadoop to Create Hortonworks

Posted by ISG Software Research on 29 June 2011

For months the speculation was rampant, and now the rumors have proven to be true. Yahoo has officially announced that it will become a player in the emerging Hadoop market. Hadoop provides distributed computing capabilities that enable organizations to process very large amounts of data quickly. Backed by Yahoo and Benchmark Capital, a new entity called Hortonworks has formed around a team from...

Topics: Big Data, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Workforce Performance, Strata+Hadoop

PeopleFluent Brings New Face and Mobility to Talent Management

Posted by Mark Smith on 28 June 2011

This week the management of Peopleclick Authoria renamed the company PeopleFluent, reoriented its vision and launched a new suite of applications. This effort is intended to hone its focus on the intersecting aspects of talent management and respond to the increasing importance of mobility in this field. This move indicates the dynamic changes that are occurring as the software industry tries to...

Topics: Big Data, Performance Management, Social Media, Human Capital Management, Metrics, Mobile Applications, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Workforce Performance, Compensation, Talent Management, Workforce Analytics

Price Optimization and Sales Incentives Deliver Profitability

Posted by Robert Kugel on 24 June 2011

Two software applications I follow, price and revenue optimization (PRO) and sales compensation and incentives, can be highly complementary when used together. Unfortunately, since they typically are developed and sold by different kinds of software vendors, scant attention has been paid to the value of using them in tandem. I advise companies that have adopted a PRO strategy to use an incentive...

Topics: Predictive Analytics, Sales, Sales Performance, Human Capital Management, Office of Finance, Operational Performance, Business Analytics, Business Performance, Financial Performance, Workforce Performance, Price Optimization, Profitability

Business Analysts, Take Control of Your Analytic Destiny

Posted by Mark Smith on 24 June 2011

The recent buzz around business analytics has generated resurgent conversation about what businesses need from their data to optimize business processes and make better decisions. Our benchmark research on business analytics in more than 2,500 organizations produced unprecedented information about business and IT usage and competency with analytics. It confirmed that effective use of business...

Topics: Sales Performance, Social Media, Supply Chain Performance, Sustainability, Business Technology Innovation, IT Performance, IT Research, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, CIO, Cloud Computing, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Management, Location Intelligence, Operational Intelligence, Uncategorized, Workforce Performance, Business Planning, CFO

InetSoft Advances Business Intelligence to Deliver Business Analytics

Posted by ISG Software Research on 24 June 2011

InetSoft is a business intelligence vendor that is not well-known but has more than 3,000 customers. Why do you need to know about another BI vendor? As I’ve written in the past, there’s a place in this market for both the megavendors and smaller vendors. InetSoft, one of the latter, has developed a broad set of capabilities over the years that have resonated with its customers. It recently...

Topics: Sales Performance, Supply Chain Performance, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, CIO, Customer & Contact Center, Financial Performance, InetSoft, Information Applications

Pentaho 4 Unites Enterprise Business Intelligence and Data Integration

Posted by ISG Software Research on 22 June 2011

As recently as two years ago, Pentaho was all about open source business intelligence. The company used an open source business model to build a base of more than 1,200 paying customers and establish more than 8,000 production deployments. It still has an open source business model, but the company has created a broad yet integrated product line that deserves to be evaluated on its features, not...

Topics: Pentaho, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, OLAP, Visualization, Workforce Performance

inContact and Siemens Enterprise Communications Working the Contact Center in the Cloud

Posted by ISG Software Research on 22 June 2011

While the contact center business is not the most dynamic market, it is undergoing more changes than I have ever seen. One of the biggest changes is coming about because of cloud computing. This trend was led by salesforce.com, and the impact is now being felt in the contact center market as more vendors start to provide a “contact center in the cloud.” I recently wrote about inContact , one of...

Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, InContact, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management, Siemens Enterprise Communications

Cloudera Supports Hadoop with New Distribution and Enterprise Version

Posted by ISG Software Research on 19 June 2011

Cloudera is riding the wave of big data. I first learned about the company while working at Vertica, one of Cloudera’s partners. Customers that managed large amounts of structured relational data also needed to process large amounts of semistructured data such as the type found in web logs and application logs. The emerging channel of social media provided another source of data lacking the...

Topics: Big Data, Predictive Analytics, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, CDH3, Cloudera, Customer & Contact Center, Information Management, Strata+Hadoop

Information Builders Advances Business Intelligence for Smartphones and Tablets

Posted by Mark Smith on 17 June 2011

At this year’s Information Builders Summit, the company’s annual conference for users and analysts (Twitter: #Summit2011) in Dallas, the long-time supplier of business intelligence and information management software showed how it has been able to sustain double-digit revenue growth thanks to highly accessible and scalable software that operates on a variety of platforms and data sources. Its...

Topics: Sales Performance, Social Media, Supply Chain Performance, Sustainability, Google, Playbook, RIM, Business Technology Innovation, IT Performance, IT Research, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, CIO, Cloud Computing, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Builders, Information Management, Location Intelligence, Mobility, Operational Intelligence, Uncategorized, Workforce Performance, Digital Technology