ISG Software Research Analyst Perspectives (46)

The Market for Contact Center in the Cloud Software

Posted by Keith Dawson on 09 June 2021

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...

Qlik is Exemplary and Value Index Leader in Customer Experience for 2021 Value Index for Analytics and Data

Posted by David Menninger on 08 June 2021

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.

TIBCO Information Builders is Named an Innovative Vendor in 2021 Value Index

Posted by David Menninger on 04 June 2021

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.

MicroStrategy Earns Value Index Rating of Exemplary in Analytics and Data

Posted by David Menninger on 03 June 2021

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.

IBM is Exemplary and Leader in Analytics and Data Value Index

Posted by David Menninger on 02 June 2021

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.

Digital Process Reengineering Improves Business Performance

Posted by Robert Kugel on 28 May 2021

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...

Customer Service and Support: Expanded Role and Need for Software

Posted by Keith Dawson on 27 May 2021

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.

Reduce Risk and Improve Departmental Effectiveness with Intercompany Financial Management

Posted by Robert Kugel on 24 May 2021

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...

Integrated Business Planning Uses Zero-Based Budgeting to Improve Performance

Posted by Robert Kugel on 21 May 2021

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...

Subscription Pricing Changing for Sustained Customer Growth

Posted by Stephen Hurrell on 20 May 2021

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.

Alation Helps Organizations Get More Value From Data

Posted by David Menninger on 20 May 2021

Alation recently announced the release of its 2021.1 version, introducing new data governance capabilities, enhancements in search and discovery through data domains, and extended connector and query coverage for data sources. Alation’s new federated authentication enables users to query cloud services such as Amazon Web Services, Snowflake, Tableau and more, using a single sign-on. The release...

Unit4 Democratizes Agile, Data-Driven Decision-Making

Posted by Robert Kugel on 17 May 2021

Unit4’s Financial Planning and Analysis (formerly Prevero) is a planning and budgeting application designed for the requirements of midsize corporations and the public sector. These organizations are challenged in buying software because they have almost all the requirements of larger enterprises but have a smaller budget and limited technical resources.

Consolidation Software Builds Staff Effectiveness in Midsize Companies

Posted by Robert Kugel on 14 May 2021

Financial consolidation software assists companies in executing their accounting close process - especially those that use multiple ERP systems or have multiple legal entities - and with other characteristics that can complicate the process such as keeping books in multiple currencies. Not every midsize company needs consolidation software because many find their ERP (or financial management)...

Why Your Data Lake Needs Bad Data

Posted by David Menninger on 13 May 2021

Everyone talks about data quality, as they should. Our research shows that improving the quality of information is the top benefit of data preparation activities. Data quality efforts are focused on clean data. Yes, clean data is important. but so is bad data. To be more accurate, the original data as recorded by an organization’s various devices and systems is important.

The Human Experience in HCM with SAP SuccessFactors

Posted by ISG Research on 12 May 2021

There is a sea change happening in the Human Capital Management systems market. Historically, the predominant orientation of human resources departments has been about mission and goals from an employer’s perspective, spanning areas such as regulatory compliance, workforce costs, efficiency and effectiveness levels, and actions needed to improve skills and overall impact. This rather one-sided...

Zoho Builds a CX Suite Inside Zoho One

Posted by Keith Dawson on 11 May 2021

There are many software components that facilitate contact center operations. Historically, the industry has relied, in part, on niche or best-of-breed applications but this is shifting in favor of broadly integrated suites or ecosystems. When we look at CX trends beyond the contact center, the shift is even more pronounced, with the bundling/collection of applications from martech to...

The Science of Sales Professional Effectiveness

Posted by Stephen Hurrell on 10 May 2021

Observed both here and elsewhere, average sales quota attainments appear to be in an exorable decline. As I discussed in my recent Analyst Perspective, "The Art and Science of Sales from the 'Inside Out'," vendors of sales technology have reacted to this by adding a slew of new functionality including the potential for artificial intelligence (AI) to be a game changer for sales. One can argue...

The New UKG: HCM for Every Class of Worker

Posted by ISG Research on 06 May 2021

The joining forces of two sizable companies, in this case totaling over 12,000 employees, can be expected to elevate both business risk and business opportunity. The risk side of the ledger typically impacts employees and customers. Employees become distracted or have their productivity dip until they know exactly how they will be impacted and what is changing, or even leaving voluntarily....

DataRobot Automates and Simplifies AI/ML

Posted by David Menninger on 05 May 2021

Machine learning is valuable for organizations, but it can be hard to deploy. Our Machine Learning Dynamic Insights research identifies that not having enough skilled resources and difficulty building and maintaining ML systems are pressing challenges organizations face in applying ML. Traditional ML model development is resource-intensive, requiring significant domain knowledge and time to...

SugarCRM Brings the Sweetness in AI Driven Sales

Posted by Stephen Hurrell on 04 May 2021

As I have discussed in my Analyst Perspective, The Art of Sales, from the Inside Out, the challenges facing direct sales leaders are not going away. Declining quota attainment, lack of visibility into deal health and difficulty in forecasting quarterly sales remain a challenge for sales leaders, resulting in a continuing reduction in duration of tenure.