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We are happy to share some insights about Genesys drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
We are happy to share some insights about Yellowfin drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
Read MoreTopics: embedded analytics, Analytics, Business Intelligence, Collaboration, Data Governance, Data Preparation, Information Management, Data, natural language processing, AI and Machine Learning
Having just completed the 2021 Ventana Research Value Index for Product Information Management, I want to share some of my observations about how the market and category have advanced since our first examination over 15 years ago.
Read MoreTopics: Marketing, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Revenue
The outlines of a post-pandemic customer experience (CX) landscape are emerging, and it appears that the market dynamic is bringing companies from different segments into heightened competition with one another. Over the past few years, there has been a change in software-buying preferences from niche point solutions to packaged software suites. Organizations and buyers now want more capability...
Read MoreTopics: Customer Experience, Contact Center, agent management
As laid out in my recent Analyst Perspective, Revenue Management: The Opportunity for Innovation and Optimization, revenue management is a new way look at generating and managing the top line. It unifies multiple sources: the traditional focus on new customers to existing customers as well as all types of revenue from new, additional channels. This could include customer retention, upsell and...
Read MoreTopics: Sales, Analytics, Sales Performance Management (SPM), Price and Revenue Management, Digital Commerce, Subscription Management, AI and Machine Learning
We are happy to share some insights about Talkdesk drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
We are happy to share some insights about NICE drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, agent management
We are happy to share some insights about Domo drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
Read MoreTopics: embedded analytics, Analytics, Business Intelligence, Collaboration, Data Governance, Data Preparation, Information Management, Data, natural language processing, AI and Machine Learning
I am happy to share insights gleaned from our latest Value Index research, an assessment of how well vendors’ offerings meet buyers’ requirements. The Ventana Research Value Index: Contact Center in the Cloud 2021 is the distillation of a year of market and product research by Ventana Research. Drawing on our Benchmark Research, we apply a structured methodology built on evaluation categories...
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management
We are happy to share some insights about Oracle Analytics Cloud drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
Read MoreTopics: embedded analytics, Analytics, Business Intelligence, Collaboration, Data Governance, Data Preparation, Information Management, Data, AI and Machine Learning
Having just completed the 2021 Ventana Research Value Index for Contact Center in the Cloud, I want to share some of my observations about how the market has advanced since our assessment three years ago. The trend towards cloud deployment for contact center infrastructure has accelerated, partly (but not exclusively) due to the urgency of the 2020 pandemic. CCaaS has been generally accepted as a...
Read MoreTopics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management
We are happy to share some insights about Qlik drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
Read MoreTopics: business intelligence, embedded analytics, Analytics, Collaboration, Data Governance, Data Preparation, Data, Information Management (IM), natural language processing, AI and Machine Learning
We are happy to share some insights about Information Builders’ WebFOCUS Business Intelligence and Analytics Platform drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
Read MoreTopics: business intelligence, embedded analytics, Analytics, Collaboration, Data Governance, Data Preparation, Information Management, Data, natural language processing, AI and Machine Learning
We are happy to share some insights about MicroStrategy drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
Read MoreTopics: business intelligence, embedded analytics, Analytics, Collaboration, Data Governance, Data Preparation, Information Management, Data, natural language processing, AI and Machine Learning
We are happy to share some insights about IBM drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.
Read MoreTopics: embedded analytics, Analytics, Business Intelligence, Collaboration, Data Governance, Information Management, natural language processing, AI and Machine Learning
Business process reengineering (BPR) was a consulting fashion in the early 1990s that spurred many companies to purchase their first ERP systems. BPR proposes a fundamental redesign of core business processes to achieve substantial improvements in market and customer responsiveness, productivity, cycle times and quality. Those early ERP systems provided a platform to manage cross-functional...
Read MoreTopics: Office of Finance, Business Planning, Financial Performance Management, ERP and Continuous Accounting, robotic finance, Predictive Planning, lease and tax accounting
Customer service and support (CSS) is a term with two meanings. Most generally, it refers to the functions of a contact center in handling post-sales customer inquiries that require some effort or action on the part of the business. More specifically, it refers to the elements of the software stack that facilitate those operations, primarily case tracking and trouble ticketing.
Read MoreTopics: Customer Experience, Analytics, Contact Center, agent management, AI and Machine Learning
Ventana Research defines intercompany financial management as a discipline for structuring and handling transactions within a corporation and between its legal entities. IFM is designed to maximize staff efficiency and accounting accuracy while optimizing tax exposure, minimizing tax leakage and ensuring consistent tax and regulatory compliance. Today, IFM is an obscure topic, but I assert that...
Read MoreTopics: Office of Finance, Business Planning, Financial Performance Management, ERP and Continuous Accounting, Revenue, robotic finance, lease and tax accounting
The objectives of zero-based budgeting are well aligned with what I call integrated business planning, a technology-enabled approach to managing the forward-looking activities of a corporation including forecasting, planning and budgeting. IBP enables every business unit to plan their business in a way that makes sense to them but also makes the numbers in those plans available for company-wide...
Read MoreTopics: Office of Finance, Business Planning, Financial Performance Management, robotic finance, Predictive Planning
Subscription pricing models are no longer new. Many companies have experience with this pricing model even if there has not been complete adoption across their entire product and service offerings. Companies that use this model, or have spent time looking at the approach, understand the approach of a recurring revenue stream based on a repeating flat fee.
Read MoreTopics: Performance Management, Sales, Customer Experience, Marketing, Office of Finance, Financial Performance Management, Price and Revenue Management, Digital Commerce, Predictive Planning, Subscription Management
