ISG Software Research Analyst Perspectives (130)

IBM’s Advances Business Analytics and Optimization in First Year

Posted by Mark Smith on 27 November 2010

At its Business Analytics and Optimization (BAO) analyst summit in Washington, D.C., IBM provided direction on the state of its software and services in this category of business technology. This annual event goes back to 2005 when IBM started making BAO-related software acquisitions in earnest. I have written before about IBM’s focus on analytics and optimization (See: “IBM Fuses New Generation... Read More

Topics: Operational Performance, Business Analytics, Business Intelligence, Business Performance, IBM

Sales Compensation Easier To Manage with Varicent 7

Posted by Mark Smith on 27 November 2010

To help sales teams to maximize their value to the company, sales operations and management must find the right balance of compensation and incentives to motivate them to achieve their quotas. To do this requires the ability to design compensation plans that take into consideration products, territories and accounts and of course the number of customers and prospects. Sales managers also need... Read More

Topics: Sales Performance, Sales Compensation, Operational Performance, Sales Performance Management, Varicent

Information Applications is a New Technology Category Designed for Business and IT

Posted by Mark Smith on 27 November 2010

In today’s world, without information there is no business. That is, without having the right information and making it available to the right people at the right time, an organization cannot be fully informed, make the right decisions and act on them, and compete effectively enough to survive and prosper. That much is a given. Finding ways to ensure that an organization’s information is... Read More

Topics: IT Performance, Business Intelligence, Information Applications, Information Management, Data, Information Availability

Informatica Simplifies Cloud Integration with New Data Plugs

Posted by Mark Smith on 27 November 2010

Businesses continually need to improve their abilities to utilize data generated by their activities and interactions. Retrieving, cleaning and sharing data are ongoing processes, and along with data within the enterprise, applications in cloud computing are becoming critical sources. Vital data about customers and even employees among many other types is distributed across the cloud and must be... Read More

Topics: Cloud Computing, Data Integration, Informatica, Information Management

Plateau Advances Talent Management in the Cloud

Posted by Mark Smith on 27 November 2010

The market for talent management continues to grow as organizations realize that they have not invested enough to make their workforces more productive and valuable. Not many human resources organizations have enabled innovation in their workforce processes or taken the next step to work more strategically with finance and operations executives. Now savvy HR organizations have been renting a new... Read More

Topics: Human Capital Management, Plateau, Business Performance, Workforce Performance, Talent Management

Merced Systems Customer Summit Advances Sales and Customer Service Organizations

Posted by Mark Smith on 27 November 2010

Many organizations want to improve the performance of their sales and customer service operations but have difficulty increasing efficiency and producing better results. One barrier to improvement is sticking with the status quo of managing sales operations and performance through spreadsheets, as 47 percent of organizations still do, according to Ventana Research’s benchmark research on sales... Read More

Topics: Sales Performance, Merced Systems, Operational Performance, Analytics, Sales Performance Management

iWay Software Deepens Information Management Expands to Cloud Computing

Posted by Mark Smith on 27 November 2010

At the Information Builders 2010 conference I spent some time to learn about the latest in its business intelligence (BI) technology and also performance management, which my colleague has analyzed recently (See: “IBI’s Eye Popping New Performance Management Software”). But I focused more on information management, which is becoming a strategic component of the company’s portfolio. Its iWay... Read More

Topics: IT Performance, Analytics, Business Intelligence, Data Integration, Information Builders, Information Management

Upstream Works Helps Improve Contact Center Performance

Posted by ISG Research on 27 November 2010

Anyone involved in running a contact center is aware of the imperatives my research has highlighted: reduce operating costs, transition to multichannel support, raise customer satisfaction levels and increase up-sales. On a daily basis, these demands spur managers to focus on reducing average handling times, increasing first-call-resolution rates, optimizing agent utilization, delivering more... Read More

Topics: Operational Performance, Call Center, Contact Center, Upstream Works

ResponseTek Underpins Customer Experience Management

Posted by ISG Research on 27 November 2010

Most of all, customer experience management is about a company delivering the optimal experience during an interaction. For example, during a conversation the contact center should ensure that the agent’s responses are appropriate to the context of the overall customer relationship and are personalized. The same should be true for a customer’s visits to the Web site, during chat sessions and in... Read More

Topics: Customer Experience, CEM, ResponseTek, Uncategorized

Softscape Demonstrates Leadership in Managing Talent with New Release

Posted by Mark Smith on 27 November 2010

Cliché or not, a business’s most valuable asset is its people, and for 15 years Softscape has been dedicated to providing applications that help human resources organizations handle a range of processes that I call workforce performance management, including what the industry refers to as talent management. Privately held Softscape operates in 156 countries, and its customers range from large... Read More

Topics: Human Capital Management, Softscape, Workforce Performance, Talent Management

Microsoft Hopes for a Miracle with Windows Phone 7

Posted by Mark Smith on 26 November 2010

Mobile computing isn’t new anymore. The capabilities of smartphones, among other things, enable businesses to run applications across an enterprise and workers to collaborate across business and social networks. In this endeavor Microsoft was early to market with its Windows CE devices that provided e-mail and Web browsing to phones. For the first years it was a low-level battle among Microsoft,... Read More

Topics: Microsoft, Mobile, Mobile Applications, Mobile Technology, Operational Performance, Business Performance, Business Technology, CIO, Information Management, Mobility, Digital Technology

Saba Dedicates Itself to People and Collaboration

Posted by Mark Smith on 26 November 2010

At its annual user conference in Boston, Saba provided insights to industry analysts on its progress over the last year and its direction for 2011. Best known for its learning management system (LMS), collaboration and more recently its talent management applications, Saba now has more than 19 million users in 1,400 customer organizations that are mostly in the public sector, have 5,000 or more... Read More

Topics: Human Capital, Human Resources Management, Learning, Mobile Applications, Performance, Business Performance, Cloud Computing, Workforce Performance, Compensation, Saba, Talent Management, Workforce Analytics

Teradata Advances Analytics across the Board

Posted by Mark Smith on 26 November 2010

The battle for business analytics rages on. IBM, Oracle, SAP and SAS as billion dollar and larger companies each combine analytic computation and processing in the underlying data but Teradata remains a key player. For its part Teradata used its annual Partners conference to tout the next generation of analytics in its product portfolio and brought along customers to testify to their success in... Read More

Topics: Enterprise Data Strategy, Teradata, IT Performance, Business Analytics, Business Intelligence, CIO, Information Management, Information Technology

Plateau Brings Mobility to Talent Management and Simplifies Applications

Posted by Mark Smith on 26 November 2010

At its 2010 user conference in Miami, Plateau Systems reviewed for analysts its progress in the market for talent management software. Plateau has a unified platform and suite of applications that cover learning, compensation, job performance and analytics. The company’s financials have been steadily growing as more customers adopt its platform and show good year-to-year growth in its... Read More

Topics: Learning, Performance, Plateau, Business Performance, Cloud Computing, Workforce Performance, Compensation, Talent Management, Workforce Analytics

IBM Brings Business Analytics and Information Management to Center Stage

Posted by Mark Smith on 26 November 2010

This year IBM joined its annual Information on Demand conference with the new IBM Business Analytics Forum. Some 10,000 attendees came to learn about managing information assets using analytics for business, and the value of integrating business intelligence (BI) with information assets across the enterprise. All these topics are relevant, as large organizations have created thousands of silos... Read More

Topics: Enterprise Data Strategy, IT Performance, Business Analytics, Business Intelligence, CIO, IBM, Information Management

SuccessFactors Takes a Calculator into the Cloud?

Posted by Mark Smith on 26 November 2010

SuccessFactors is known for applications in performance and talent management but has been working to expand its portfolio more broadly into business. This year the company expanded its focus to workforce analytics with the acquisition of Inform, which I assessed. I have assessed that Inform needed to improve the usability of its tools to compete better which is now more easily possible with a... Read More

Topics: Human Capital Management, SuccessFactors, Analytics, Business Intelligence, Business Performance, Financial Performance, Workforce Performance, Talent Management

iWay Software Connects Salesforce Chatter to the Enterprise

Posted by Mark Smith on 26 November 2010

It is not easy for businesses to make their operations more efficient, partly because their information systems do not provide notifications of events as they are happening. Most enterprise technology uses batch processing and is designed to move data from one database to another; otherwise it requires people to go and find the data they need. To be more responsive, new technologies capture and... Read More

Topics: Sales Performance, Salesforce.com, Business Collaboration, Business Intelligence, Customer & Contact Center, Data Integration, Information Management

HR Technology Conference Brings Insight to Opportunity

Posted by Mark Smith on 26 November 2010

The annual HR Technology conference in Chicago provided a glimpse into the activities of HR organizations and their technology investments. It was a busy event with large attendance and much movement between sessions and the exhibit floor as attendees sought to learn more about the technology and what it can do for them. As always event organizers presented a large number of awards and... Read More

Topics: Human Capital Management, Business Performance, Workforce Performance, HRMS, Talent Management

Oracle Expands Its Playbook at OpenWorld

Posted by Mark Smith on 26 November 2010

At its annual conference Oracle OpenWorld this year Oracle flexed its muscles as a technology giant. The company has been steadily growing through acquisitions to expand its database, middleware and applications, and the recent acquisition of Sun Microsystems gives it a way to sell hardware for servers and storage. This momentum is enabling Oracle to develop new streams of revenue, which were on... Read More

Topics: IT Performance, Operational Performance, Business Intelligence, Business Performance, Enterprise Software, Information Applications, Information Management, Information Technology

Sneak Preview and Analysis: Oracle Fusion Applications for CRM and Sales Organizations

Posted by Mark Smith on 26 November 2010

At Oracle OpenWorld this week the company announced its next generation of business applications call Oracle Fusion Application , , which Larry Ellison touted in his closing day keynote at last year's conference, as I noted then. I attended the conference partly to learn what Oracle is doing in providing applications for sales organizations. In the late 1990s Siebel Systems introduced customer... Read More

Topics: Sales Performance, Sales Operations, Operational Performance, Customer & Contact Center, CRM, Sales Performance Management