ISG Software Research Analyst Perspectives (127)

Are Your Electronic Secrets Safe?

Posted by ISG Research on 10 December 2010

Near the top of one of the best columns I’ve read on l’affaire Wikileaks is this assertion: “Clearly, there is no longer such a thing as a safe electronic archive, whatever computing's snake-oil salesmen claim. No organisation can treat digitised communication as confidential. An electronic secret is a contradiction in terms.” Characterizations aside, there’s an issue here that companies are... Read More

Topics: Data Integration, Information Management, Uncategorized

Talend Pushes Boundaries of Open Source Software Model

Posted by ISG Research on 09 December 2010

Talend, a vendor of open source data integration tools, recently announced its acquisition of Sopera, an open source application integration company whose products are based on a service-oriented architecture (SOA). It simultaneously announced an additional $34 million of funding. As I pondered what the announcements mean, I couldn’t help but think of the bigger picture. Is this entrepreneurial... Read More

Topics: SOA, Talend, Business Intelligence, CIO, Data Integration

NICE Systems Rebrands Smart Desktop for Agents

Posted by ISG Research on 09 December 2010

A few weeks back I wrote about how NICE Systems was venturing into the back office and my surprise that the core smart desktop product it had acquired with eglue, while a key part of this initiative, seemed to have disappeared as a stand-alone offering. Since then NICE has corrected my impression, pointing out that the product is still available in pretty much the same form as always. The problem... Read More

Topics: Customer Experience, NICE Systems, Uncategorized, Call Center, Contact Center, CRM

HP Gives Up on Business Intelligence and Analytics Markets

Posted by Mark Smith on 05 December 2010

No one has seemed to notice that in the last several months, Hewlett-Packard has quietly made changes to its participation in the enterprise software market; this will significantly change HP’s value for CIOs and IT organizations in regards to business intelligence (BI) technologies. Essentially, the change is this: The company has decided to leave the BI market, which includes analytics and data... Read More

Topics: Data Warehousing, IT Performance, IT Research, Operational Performance, Analytics, Business Intelligence, Business Performance, Enterprise Software, Governance, Risk & Compliance (GRC), HP, Information Applications, Information Management, HP Neoview

Sustainability and Performance Management

Posted by Robert Kugel on 03 December 2010

Years ago I was given a tour of a company’s factory by the CEO who was credited with engineering its recent turnaround. We were walking along a gallery one story above the shop floor when he pointed down to it and told me that when he first looked down on this scene he saw people dashing madly back and forth. Rather than taking that as a good sign of a busy factory, he said it was a clear... Read More

Topics: Sustainability, Environment Management, Uncategorized, CFO, finance, Green

Forecast: Cloudy

Posted by ISG Research on 02 December 2010

If you’ve walked past a playing TV recently, there’s a good chance you’ve noticed that Microsoft thinks it can profit from “The Cloud.” The folks in Redmond would have you store your pictures there so the family can access them, use it to collaborate over the weekend in a small business – you name it, Cloud Power can do it. The cloud is much discussed in the business arena these days as well, but... Read More

Topics: ERP, Cloud Computing, Data Integration, Uncategorized, CRM

Marching to Different Drummers

Posted by ISG Research on 02 December 2010

A colleague recently asked of an online professional group of which we’re members, “Is your personal computer faster than the one the boss gave you?” While answers are still trickling in, it looks pretty clear that the answer is, “Yes, of course.” Now, we do tend a bit toward the geeky, so there’s a bit of built-in bias. But it also stands to reason that business- and corporate-issued technology... Read More

Topics: Data Integration, Information Management, IT Analytics

The Cutting Edge

Posted by ISG Research on 02 December 2010

Someone slashed the top on my convertible a few days ago in a futile effort to find something of value. He or she got nothing; the perpetrator also managed to cost me at least the $500 deductible and, far worse, throw me into the maw of the monster that is the auto insurance bureaucracy. What will come out the other end still remains to be seen; I’ll keep you posted. But what this unexpected... Read More

Topics: Data Integration, Information Management

SAP Hits Suite Spot for Financial Performance Management

Posted by Robert Kugel on 01 December 2010

Ventana Research recently completed its 2010 Financial Performance Management Value Index of the major financial performance management suites. Financial performance management (FPM) is the process of addressing the often overlapping issues around people, process, information and information technology that affect how well finance organizations operate and support the activities of the rest of... Read More

Topics: SAP, ERP, Financial Applications, Financial Performance, CFO, finance, Financial Performance Management

NICE Systems Ventures into the Agent Back Office

Posted by ISG Research on 28 November 2010

Most people involved with contact centers know of NICE Systems and its SmartCenter suite of workforce optimization products that support key contact center management capabilities such as call recording, quality monitoring, workforce management, customer feedback management and a variety of performance management and analytics tools. NICE recently received the top ranked Hot Vendor rating in the... Read More

Topics: Customer Experience, NICE Systems, Customer Relationship Management, Operational Performance, Customer Service, Call Center, Contact Center, CRM

inContact Provides Contact Center in the Cloud

Posted by ISG Research on 28 November 2010

All the buzz in the contact center market these days is about the “contact center in the cloud.” I have written on the subject, in particular “Is a Contact Center in the Cloud a Reality?” and “Will Cloud Computing Finally Bring Innovation to the Contact Center?”. In considering this issue my thinking focuses on what goes into a contact center and then what vendors offer these systems in the... Read More

Topics: Customer Experience, Customer Relationship Management, InContact, Operational Performance, Cloud Computing, Customer Service, Call Center, Contact Center, CRM

XBRL Filing Errors Point to Need for Automation through Technology

Posted by Robert Kugel on 28 November 2010

The US Securities and Exchange Commission’s (SEC) “Interactive Data” initiative continues to progress forward. Thus far, some 1,500 corporations have filed their financial information using XBRL tags to facilitate review and analysis, of which almost 400 have had done detailed tagging of their footnotes. By June 2011 all public companies will have to provide an XBRL-tagged, interactive version of... Read More

Topics: Office of Finance, XBRL, IT Performance, Business Performance, Business Technology, Financial Performance, CFO, Corporate Finance, Financial Performance Management

LiveOps Enhances Contact Center in the Cloud

Posted by ISG Research on 28 November 2010

I have written a couple of pieces this year about the exciting news that a few vendors are now able to provide companies with a call center they can access in the Internet cloud – Will Cloud Computing Finally Bring Innovation to the Contact Center? and Is a “Contact Center in the Cloud” a Reality? There is currently a lot of hype around any kind of cloud-based computing, and the same is true of... Read More

Topics: Customer Experience, Customer Relationship Management, LiveOps, Operational Performance, Cloud Computing, Customer Service, Call Center, Contact Center Analytics, CRM

Kronos Goes Usability and Mobility in New Releases

Posted by Mark Smith on 28 November 2010

At its annual user conference in Las Vegas, Kronos unveiled the next stage of its approach to workforce management to its customers and partners, showing an aggressively confident posture after completing its fiscal year 2010 with revenue increased 9 percent to $741 million. Kronos is the largest provider of workforce management systems for time and attendance, scheduling, absence tracking,... Read More

Topics: Human Capital, Human Resources Management, Kronos, Mobile Applications, Operational Performance, Business Performance, Cloud Computing, Workforce Performance, Compensation, Talent Management, Workforce Management

Enkata Advances Contact Center Analytics to Improve Customer Experience

Posted by ISG Research on 28 November 2010

Among the important findings of our latest benchmark research on contact center analytics were these two: 88 percent of companies said they can use analytics to improve the performance of the contact center (41% said they could make significant improvement), and the main issue holding them back from doing that is an excessive reliance on spreadsheets (90% indicated they use spreadsheets on a... Read More

Topics: Customer Experience, Customer Relationship Management, Enkata, Operational Performance, Cloud Computing, Customer Service, Call Center, Contact Center Analytics, CRM

What is the Value of Your Financial Performance Management Software?

Posted by Robert Kugel on 28 November 2010

Ventana Research has just announced its Value Index for Financial Performance Management (FPM) for 2010. Our value indexes are user-focused assessments of how well software vendors and packages enable companies to improve their execution of core processes. This one is designed to help businesses, especially the finance organization, evaluate the FPM software suites offered by major vendors in the... Read More

Topics: ERP, Office of Finance, Financial Applications, Business Performance, Business Technology, Financial Performance, Business Planning, CFO, finance, Corporate Finance, Financial Performance Management

Planview Does Initiative-Based Planning

Posted by Robert Kugel on 28 November 2010

I’ve written quite a bit about integrated business planning (IBP), which is the process of connecting aspects of the planning function across an organization to improve its internal alignment and financial performance. IBP begins with operational – rather than financial – planning (that is, budgeting) because it’s about running the business and figuring out how to make the financial aspects work... Read More

Topics: Performance Management, Project Portfolio Management, IT Performance, Operational Performance, CIO, Financial Performance, Business Planning, CFO, Initiatives Management, Initiatives Planning, Operational Planning

Aurix Powers New Generation of Speech Analytics

Posted by ISG Research on 28 November 2010

Aurix is not a widely recognized vendor in the speech analytics market even though its technology powers products provided by companies such as CallCopy, KnoahSoft, NewVoiceMedia and OnviSource. In fact its strategy is to provide the engine that these and other partners use in market-facing speech analytics solutions. Its main product, Aurix speech search SDK, is a search engine that searches... Read More

Topics: Customer Experience, Speech Analytics, Voice of the Customer, Customer Relationship Management, Customer Service, Uncategorized, Call Center, Contact Center Analytics, Voice Analytics

Tableau 6 Combines In-Memory Processing and Visualization

Posted by ISG Research on 28 November 2010

Tableau Software officially released Version 6 of its product this week. Tableau approaches business intelligence from the end user’s perspective, focusing primarily on delivering tools that allow people to easily interact with data and visualize it. With this release, Tableau has advanced its in-memory processing capabilities significantly. Fundamentally Tableau 6 shifts from the intelligent... Read More

Topics: Data Visualization, Enterprise Data Strategy, Tableau, Analytics, Business Analytics, Business Intelligence, CIO, In-Memory Computing

Advantages and Challenges of In-Memory Databases and Processing

Posted by ISG Research on 28 November 2010

Interest in and development of in-memory technologies have increased over the last few years, driven in part by widespread availability of affordable 64-bit hardware and operating systems and the performance advantages in-memory operations provide over disk-based operations. Some software vendors, such as SAP with its High-Performance Analytic Appliance (HANA) project has been advancing with... Read More

Topics: Database, Enterprise Data Strategy, IT Performance, Analytics, Business Analytics, Business Intelligence, CIO, Complex Event Processing, In-Memory Computing, Information Management, Information Technology