ISG Software Research Analyst Perspectives (97)

Big Data is Broken Without Integration

Posted by Mark Smith on 21 February 2013

Big data involves interplay between different data management approaches and business intelligence and operational systems, which makes it imperative that all sources of business data be integrated efficiently and that organizations be able to easily adapt to new data types and sources. Our recent big data benchmark research confirmed that big data storage technologies continue to follow many... Read More

Topics: Big Data, Data Quality, Master Data Management, Business Technology Innovation, IT Performance, IT Research, Business Analytics, Business Intelligence, Data Integration, Information Applications, Information Management, Operational Intelligence

Cisco Advances Customer Interactions and Collaboration in Contact Center

Posted by ISG Research on 21 February 2013

Cisco is without doubt best known as a supplier of networking systems. Its products have been used by companies large and small to build local and wide area networks. It has played in the contact center space as a provider of network and call management systems that sit between public networks and contact center agents to manage the delivery of interactions to the right extensions and provide... Read More

Topics: Sales Performance, Social Media, Customer Experience, Logitech, Mobile Apps, Operational Performance, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Unified Communications, Upstream Works, Social, Workforce Force Optimization

Use – Don’t Abuse – Spreadsheets

Posted by Robert Kugel on 21 February 2013

I’ve been using electronic spreadsheets for more than 30 years. I consider this technology among the 20th century’s top five most important advances in business management. Spreadsheets have revolutionized every aspect of running any organization. A spreadsheet (specifically, VisiCalc) was the original “killer app” that made business people feel the necessity to buy a personal computer. Yet, as... Read More

Topics: Sales Performance, Supply Chain Performance, Office of Finance, Reporting, enterprise spreadsheet, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Information Applications, Information Management, Visualization, Workforce Performance, Risk, benchmark, Financial Performance Management

Big Data Search is Getting Better with LucidWorks

Posted by Mark Smith on 20 February 2013

LucidWorks addresses the growing volume of information now being stored in the enterprise and in big data with two products aimed at the enterprise with search technology. Though you may not be familiar with LucidWorks (previously known as Lucid Imagination), the company has for many years contributed to Apache Lucene, an open source search project, and commercialized and supported for it for... Read More

Topics: Big Data, MapR, Sales Performance, IT Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Cloudera, Customer & Contact Center, Hortonworks, Information Applications, Information Management, Operational Intelligence, Search, Strata+Hadoop

Profit Velocity’s New Dimension in Managing Profitability

Posted by Robert Kugel on 20 February 2013

Profit Velocity Solutions’ PV Accelerator is an analytic application designed to enable capital-intensive companies to consistently achieve substantially wider margins and higher return on assets (ROA). Companies in industries such as specialty chemicals, building materials, integrated steel mills and silicon chip fabrication (to name just four) routinely fail to make the right decisions about... Read More

Topics: Performance Management, Sales, Sales Performance, Supply Chain Performance, Human Capital Management, Office of Finance, PV Accelerator, Operational Performance, Analytics, Business Analytics, Business Performance, Cloud Computing, Financial Performance, Price Optimization, Profit Velocity, Profitability, Software, S&OP

Why Business Intelligence Software is Failing Business

Posted by Mark Smith on 15 February 2013

Business intelligence software is supposed to help businesses access and analyze data and communicate analytics and metrics. I have witnessed improvements to BI software over the years, from mobile and collaboration to interactive discovery and visualization, and our Value Index for Business Intelligence finds a mature set of technology vendors and products. But even as these products mature in... Read More

Topics: Big Data, Sales Performance, Supply Chain Performance, Mobile Technology, Natural Language, Business Technology Innovation, IT Performance, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, Information Management, Location Intelligence, Operational Intelligence, Workforce Performance, Discovery

The Evolution of Social Learning for Human Capital Management

Posted by ISG Research on 14 February 2013

Learning management software (LMS) has evolved over the past 25-plus years from a classroom scheduling tool that helped streamline instructor-led and classroom training to a rich, integrated enterprise application that delivers and tracks training across an entire organization. These applications are effective at enabling organizations to share knowledge and track the knowledge-sharing process.... Read More

Topics: Sales Performance, Social Media, HCM, LMS, Social Collaboration, Learning Management, Operational Performance, Customer & Contact Center, Information Management, Workforce Performance, HR, Talent Management

New Generation of Location Analytics

Posted by Mark Smith on 14 February 2013

Business analytics have become mainstream in most organizations. Our latest research in technology innovation found analytics was the top-ranked technology in 39 percent of organizations. To deepen the sophistication of their analytics, businesses can add geographic context and maps to business intelligence applications to create what we call location intelligence. Applications and tools with a... Read More

Topics: Sales Performance, Social Media, Geographic Information Systems, GIS, Location Analytics, Spatial Data Quality, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Information Applications, Information Management, Location Intelligence

Rising Rates Will Catch Companies Flat-Footed

Posted by Robert Kugel on 13 February 2013

One of the important lessons company executives should have learned over the past 15 years is that it’s dangerous not to do contingency planning, a subject that I’ve written about before. By this I mean real, think-outside-the-box contingency planning (not just extrapolating), which is especially important when doing long-range planning. The past decade or so has been punctuated by periods of... Read More

Topics: Big Data, Planning, Office of Finance, Reporting, Budgeting, contingency, currency, driver-based, Business Analytics, Business Collaboration, Business Performance, Financial Performance, Financial Performance Management, Integrated Business Planning

LiveOps Improves the Agent Experience

Posted by ISG Research on 13 February 2013

My recent research into the contact center in the cloud shows the typical agent’s life is not an easy one. Agents are expected to handle more types of interactions that arrive through more communication channels as found in our research with inbound, email and outbound in use by more than 74 percent of organizations, meet an increasing number of performance metrics, and leave each caller feeling... Read More

Topics: Sales Performance, Social Media, Customer Experience, Social CRM, LiveOps, Operational Performance, Analytics, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, CRM, Workforce Force Optimization

Pitney Bowes Advances Spectrum for Information Management

Posted by Mark Smith on 12 February 2013

Managing data efficiently across the enterprise continues to be a large challenge for both business units and IT. Organizations need data supplied in a consistent format and timely manner to help manage their activities and processes, but some do not look beyond conventional approaches to improvement. Today’s large volumes of data make it more difficult to understand the relationships among data... Read More

Topics: Master Data Management, Sales Performance, Social Media, MDM, IT Performance, Operational Performance, Business Analytics, Business Intelligence, Cloud Computing, Customer & Contact Center, Data Governance, Information Applications, Information Management, Location Intelligence, DG

Splunk Provides Operational Intelligence in the Cloud

Posted by Mark Smith on 09 February 2013

Splunk’s innovated ability to access and use machine data for targeted operational insights can help improve IT and enhance business operational efficiency. Its work to capitalize on big data was part of my last analysis, while my colleague Tony Cosentino looked at its focus on search and operational analytics. Splunk also was a recipient of the 2012 Ventana Research Technology Innovation Award... Read More

Topics: Big Data, Splunk, IT Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Information Applications, Information Management, Machine data, Operational Intelligence

Happy Birthday XBRL

Posted by Robert Kugel on 08 February 2013

To mark the fourth anniversary of the Securities and Exchange Commission’s (SEC) interactive data mandate, Columbia Business School (my alma mater) and its Center for Excellence in Accounting and Security Analysis (CEASA) published a review of the current state of eXtensible Business Reporting Language (XBRL) that notes the manifold issues that plague this promising technology. From its... Read More

Topics: Office of Finance, extended close, US-GAAP, XBRL, Analytics, Business Performance, Financial Performance, Governance, Risk & Compliance (GRC), CFO, compliance, financial reporting, SEC, Digital Technology

Subscription Billing Model Can Maximize Customer Value

Posted by ISG Research on 07 February 2013

You would think that all organizations would want to maximize the value of every customer relationship, but my research over the last couple of years suggests otherwise. Three particular insights stick in my mind. My research into customer analytics shows that overall customer lifetime value ranked only sixth most important customer-related metric, compared to the highest-ranked, customer service... Read More

Topics: Sales Performance, Customer Experience, Office of Finance, Voice of the Customer, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, CRM

IBM to Acquire Star Analytics for Financial Data Integration

Posted by Robert Kugel on 07 February 2013

IBM this week announced its pending acquisition of the Star Analytics product portfolio. Star Analytics is a privately held company that offers products designed to provide easy access to and integration with Oracle Hyperion data sources. While Star Analytics has a good product and solid references, it has lacked critical mass to support more effective sales and marketing efforts. Star Analytics’... Read More

Topics: Reporting, closing, Essbase, Hyperion, Analytics, Business Analytics, Business Performance, Cloud Computing, Data Integration, Financial Performance, IBM, Information Management, Oracle, Financial Performance Management, Star Analytics, TM1

MicroStrategy Raises the Ante on Mobile, Social and Cloud Innovation

Posted by ISG Research on 07 February 2013

MicroStrategy CEO Michael Saylor has a keen sense of where things are headed. He sees mobile and social as the two drivers of a world based largely in software. Last year I covered the announcements at the MicroStrategy events in Amsterdam and the vision Saylor put forth in his keynote speech. MicroStategy World 2013 last month finds the company delving into such diverse areas as identity... Read More

Topics: MicroStrategy, Mobile, Sales Performance, Social Media, Customer Experience, alert, Mobile Intelligence, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Location Intelligence, Operational Intelligence

Intradiem Takes Customer Agent Task Management to Next Level

Posted by ISG Research on 05 February 2013

Intradiem is a vendor that not many people have heard about, for the simple reason that it is actually Knowlagent, which recently announced a complete rebranding. The company says the new brand better reflects its product and service capabilities. Knowlagent was all about allowing companies to automatically manage how agents utilize their time in those often very short periods when they are not... Read More

Topics: Sales Performance, Customer Experience, Social CRM, Intradiem, Operational Performance, Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, CRM

Turning a Spotlight on Human Capital Analytics

Posted by ISG Research on 05 February 2013

Human capital analytics is an area increasingly under discussion in businesses today as the linkages between employee performance and company success become increasingly clear, as do the roles analytics can play in maximizing that success. This intensified interest in analytics coincides with major changes in the processes of hiring, engaging, retaining and optimizing talent in the enterprise. It... Read More

Topics: HCM, Human Capital Management, Business Analytics, Business Intelligence, Cloud Computing, Information Management, Workforce Performance, HR

Get to Know Alternatives to Desktop Spreadsheets

Posted by Robert Kugel on 01 February 2013

The electronic spreadsheet is among the top five most important advances in business management to come along in the last hundred years. It revolutionized almost all aspects of running an organization. It was the original “killer app” that made it necessary for people to go out and buy a personal computer. Yet our recent benchmark research project Spreadsheet Use in Today’s Enterprise confirmed... Read More

Topics: Office of Finance, Reporting, enterprise spreadsheet, Analytics, Business Analytics, Business Performance, Financial Performance, Visualization, Risk, benchmark, Financial Performance Management

OnviSource Joins-Up Customer-Related Processes

Posted by ISG Research on 01 February 2013

OnviSource is best known for its OnviCenter Product Suite, which includes what is commonly referred to as workforce optimization (recording, quality, monitoring, workforce management, analytics) plus a telephony platform that includes a soft, IP-based PBX, IVR and call routing. It is available on-premises or through the company’s cloud-based option, OnviCloud. Recently OnviSource added a further... Read More

Topics: Sales Performance, Customer Analytics, Customer Experience, Speech Analytics, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, OnviSource, Workforce Force Optimization