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HireVue has announced the release of a new add-on module for its HireVue Digital Interview Platform. CodeVue is intended to improve the way organizations identify, screen and assess technical or developer positions. Potentially it will benefit companies that need to fill large numbers of technical positions that involve writing code, helping to automate a recruiting process that has been manual...
Read MoreTopics: Social Media, Cloud Computing
Actuate this week announced BIRT Analytics, and thereby puts itself firmly into supporting a range of business analytics needs from data discovery and visualization to a range of data mining and predictive capabilities that allows itself new avenues of growth. Actuate has long been a staple of large Business Intelligence deployments; in fact the company claims that ActuateOne delivers more...
Read MoreTopics: Data Scientist, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, CIO, Financial Performance, Information Applications, Operational Intelligence, Data Discovery, commodity model, Quinterian
Recently Verint announced a new development in its workforce optimization suite Impact 360 Workforce Optimization that it calls Personalized Guidance. It aims to improve the customer experience by prompting anyone handling customer interactions with what they should do next. The principle is simple and logical: Analyze all the data you can so you understand the customer and context of the...
Read MoreTopics: Customer Analytics, Customer Experience, 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, Verint, Workforce Force Optimization
The majority of companies think it is important to collect customer feedback, according to my recent research into customer feedback management, and they put that feedback to an average of five uses, the top five of which are to improve customer service (75%), to develop customer experience and interaction processes (54%), to identify agent training needs (54%), to improve products (50%) and to...
Read MoreTopics: Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics
SAP just released strong preliminary quarterly and annual revenue growth, which in many ways can be attributed to a strong strategic vision around the HANA in-memory platform and strong execution throughout the organization. Akin to flying an airplane while simultaneously fixing it, SAP’s bold move to HANA may at some point see the company continuing to fly when other companies are forced to...
Read MoreTopics: Sales, Sales Performance, SAP, Supply Chain Performance, Business Objects, Business Objects predictive analytics, Crystal reports, Operational Performance, Visi, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, IBM, Operational Intelligence, Workforce Performance, cognos insight, SAP predictive analytics, Sybase IQ
Human capital is most organizations’ largest investment and one of their largest differentiators against the competition. So it follows that those that take advantage of the compelling, game-changing technology now available in human capital management (HCM) will place themselves at a competitive advantage.
Read MoreTopics: Big Data, Social Media, HCM, Human Capital Management, Learning, Office of Finance, Social Collaboration, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Information Applications, Information Management, Workforce Performance, CFO, Compensation, finance, HR, Talent Management, Workforce Management
My recent benchmark into the unified customer service agent desktop shows how critical the agent desktop is to improving agent satisfaction, meeting key customer-related metrics and enhancing the customer experience. The typical agent desktop contains multiple systems that allow agents access to multiple communication channels, business applications, messages and performance dashboards. The...
Read MoreTopics: Sales Performance, Customer Experience, Voice of the Customer, Operational Performance, Analytics, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Cisco, Contact Center, CRM, Upstream Works, Workforce Force Optimization
Managing the access, storage and use of data effectively can provide businesses a competitive advantage. Last year I outlined what the big deal is in big data, as the initial focus on the volume, velocity and variety of data – what my colleague Tony Cosentino calls the three V’s – is only one small piece of how organizations should evaluate this technology. The more balanced approach is to...
Read MoreTopics: Big Data, Master Data Management, Predictive Analytics, Sales Performance, MDM, Operational Performance, Business Analytics, Business Intelligence, Business Performance, CIO, Cloud Computing, Data Governance, Data Integration, Financial Performance, Information Applications, Information Management, Location Intelligence, Operational Intelligence, Product Information Management
My research into the customer service agent desktop shows that most centers expect a lot of their contact center agents: more than half (59%) handle between two and five different services (such as general queries, complaints and sales) and 14 percent handle seven or more. Nearly half (49%) are expected to handle between six and 15 calls per hour, and as well as calls, the majority (75%) are...
Read MoreTopics: Sales Performance, Social Media, Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics
Did you catch all the big data analogies people used in 2012? There were many, like the refinement of oil analogy, or the spinning straw into gold analogy, and less useful but more entertaining ones, like big data is like a box of chocolates, or big data is like The Matrix (because “there’s no way Keanu Reeves learns Kung Fu in five seconds without using big data”). I tend to like the water...
Read MoreTopics: Big Data, Sales Performance, Social Media, Supply Chain Performance, IT Performance, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, CIO, Cloud Computing, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Management, Location Intelligence, Operational Intelligence, Workforce Performance, Data
Hi; pleased to meet you! I’m tremendously excited to be joining the team here at Ventana Research, and I’m looking forward to adding my experience, observations and opinions to this team of very talented industry analysts! Let me start by telling you a little about my background, and then why a chose to come to work here and what I will be covering at Ventana Research.
Read MoreTopics: Social Media, Human Capital Management, Market Research, Office of Finance, Business Collaboration, Business Performance, Cloud Computing, Information Management, Workforce Performance, HR, Talent Management, Workforce Management
At the beginning of 2012 Ventana Research predicted that six major technologies would have an impact on the provision and supply of IT systems, and that these would bring about innovation in the way organizations support their business. Each of the six – business and social collaboration, mobile, analytics, cloud computing, social media and big data – has affected how organizations engage with...
Read MoreTopics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization
Most organizations see improving the effectiveness of sales as a way to increase productivity. Those organizations that take advantage of the latest sales applications and technology are finding themselves with a competitive advantage, but many organizations lack the time and resources to assess and deploy appropriate platforms. That’s a shame, since most sales organizations have plenty to...
Read MoreTopics: Sales, Sales Performance, Marketing, PIM, Sales Compensation, Sales Forecasting, Operational Performance, Business Performance, Financial Performance, CPQ, CRM, Product Information Management, SFA
For the past couple of years I’ve been pointing to the importance of in-memory computing to the future of business applications. It’s an integral part of Ventana Research’s business and finance research agenda for 2013, and it’s one of the core technologies that senior executives should have an appreciation for because it can transform all core business processes, especially those that are...
Read MoreTopics: Mobile, Predictive Analytics, Real-time, Sales Performance, SAP, Supply Chain Performance, ERP, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, In-memory, Workforce Performance, CRM, finance, Social, Business Suite, Financial Performance Management, HANA
Despite the recession, 2012 was a busy year in the contact center, customer service and customer experience markets. Ventana Research completed four benchmark research studies into customer relationship maturity, contact center in the cloud, customer feedback management and agent desktop. Overall these show that organizations are slowly maturing in the processes, people, information and...
Read MoreTopics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Operational Performance, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Force Optimization
Businesses always see a lag between when technology makes some advance possible and when a majority of companies actually adopt it. There’s even a longer lag between the emergence of an advance in a business process or technique and the time it takes to become mainstream. When we write our research agendas at the top of each year, we have to strike a balance between focusing on the new and...
Read MoreTopics: Big Data, Planning, Predictive Analytics, Sales Performance, Governance, GRC, Office of Finance, Budgeting, close, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Performance, CIO, Cloud Computing, Financial Performance, Governance, Risk & Compliance (GRC), In-memory, Workforce Performance, CFO, Risk, CEO, Financial Performance Management, FPM
Back in 2007 when NICE Systems acquired Actimize I wondered how long it would be before someone figured out how to use the company’s fraud detection systems in contact centers. The answer is now, as NICE Systems announces its Contact Center Fraud Prevention system.
Read MoreTopics: Customer Analytics, Customer Experience, NICE Systems, Speech Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM
In early 2012 I wrote a blog post about how Verint was overcoming some of its product integration issues by using an information-driven approach that allows users to drill down from key performance metrics into underlying application data. The latest version of its Impact 360 Workforce Optimization suite extends this approach and supports a flow of data between applications and workflows that...
Read MoreTopics: Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Verint, Workforce Force Optimization
Revolution Analytics is a commercial provider of software and services related to enterprise implementations of the open source language R. At its base level, R is a programming language built by statisticians for statistical analysis, data mining and predictive analytics. In a broader sense, it is data analysis software used by data scientists to access data, develop and perform statistical...
Read MoreTopics: Big Data, SAS, IT Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Information Management, Operational Intelligence, SPSS
In today’s competitive markets, many organizations recognize that customer service represents an opportunity to differentiate themselves from their competition. However, our research into the agent desktop shows that providing excellent customer service is a real challenge in many areas, starting with managing the channels of communication required to offer customers a choice in how they interact...
Read MoreTopics: Sales Performance, Customer Analytics, Customer Experience, Voice of the Customer, Operational Performance, Analytics, Business Performance, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM
