ISG Software Research Analyst Perspectives

Genesys Brings G-Force to Powering a Better Customer Experience

Posted by ISG Research on 05 November 2015

I recently joined more than 1,000 users, partners, consultants and other analysts at the first global G-Force 2015 conference, held in Miami. Sponsor Genesys put together an agenda that not only educated but entertained the attendees. For an example of the latter, Sekou Andrews, a poet, actor, musician and voice-over artist, preceded the main keynotes with a wonderful sketch that put customer... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Oracle Must Pivot to Business Applications

Posted by ISG Research on 05 November 2015

Whatever Oracle’s cloud strategy had been the past, this year’s OpenWorld conference and trade show made it clear that the company is now all in. In his keynote address, co-CEO Mark Hurd presented predictions for the world of information technology in 2025, when the cloud will be central to companies’ IT environments. While his forecast that two (unnamed) companies will account for 80 percent of... Read More

Topics: Microsoft, Predictive Analytics, Sales Performance, SAP, Supply Chain Performance, ERP, Human Capital, Mobile Technology, NetSuite, Office of Finance, Reporting, close, closing, Controller, dashboard, Tax, Customer Performance, Operational Performance, Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Collaboration, IBM, Oracle, Business Performance Management (BPM), CFO, Data, finance, Financial Performance Management (FPM), Financial Performance Management, FPM, Intacct

Big Data and Analytics has a New Spark

Posted by ISG Research on 29 October 2015

The concept and implementation of what is called big data are no longer new, and many organizations, especially larger ones, view it as a way to manage and understand the flood of data they receive. Our benchmark research on big data analytics shows that business intelligence (BI) is the most common type of system to which organizations deliver big data. However, BI systems aren’t a good fit for... Read More

Topics: Big Data, Predictive Analytics, Software as a Service, IT Analytics & Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Information Management, Operational Intelligence, Data, Information Optimization

Continuous Accounting Enables a Strategic Finance Department

Posted by ISG Research on 29 October 2015

Many senior finance executives say they want their department to play a more strategic role in the management and operations of their company. They want Finance to shift its focus from processing transactions to higher-value functions in order to make more substantial contributions to the success of the organization. I use the term “continuous accounting” to represent an approach to managing the... Read More

Topics: ERP, Office of Finance, Reporting, close, closing, Controller, dashboard, Tax, Analytics, Business Intelligence, Business Performance, Cloud Computing, Collaboration, Financial Performance, CFO, Data, finance, Financial Performance Management, FPM

Operationalize Predictive Analytics for Significant Business Impact

Posted by ISG Research on 24 October 2015

One of the key findings in our latest benchmark research into predictive analytics is that companies are incorporating predictive analytics into their operational systems more often than was the case three years ago. The research found that companies are less inclined to purchase stand-alone predictive analytics tools (29% vs 44% three years ago) and more inclined to purchase predictive analytics... Read More

Topics: Big Data, Microsoft, Predictive Analytics, SAS, Social Media, alteryx, Customer Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Operational Intelligence, Oracle, Information Optimization, SPSS, Rapidminer

Insights from Dreamforce ‘15 Exceeds Expectations

Posted by ISG Research on 17 October 2015

I recently attended my first U.S. Dreamforce, the annual salesforce.com event designed to showcase its products and services as well as those of its partners, and I was impressed. I was told that Dreamforce ‘15 would be big, and it was – just about every hotel, restaurant, meeting room in San Francisco seemed to have been taken over for the week, and still the company had to bring in a cruise... Read More

Topics: Big Data, Sales Performance, Social Media, Customer Analytics, Customer Experience, Marketing, Mobile Technology, Speech Analytics, Wearable Computing, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Business Case for Predictive Analytics is Simpler Than You Think

Posted by ISG Research on 16 October 2015

Our benchmark research into predictive analytics shows that lack of resources, including budget and skills, is the number-one business barrier to the effective deployment and use of predictive analytics; awareness – that is, an understanding of how to apply predictive analytics to business problems – is second. In order to secure resources and address awareness problems a business case needs to... Read More

Topics: Big Data, Microsoft, Predictive Analytics, SAS, Social Media, alteryx, Customer Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Operational Intelligence, Oracle, Information Optimization, SPSS, Rapidminer

ResponseTek Makes Customer Experience Management Simple and Sophisticated

Posted by ISG Research on 08 October 2015

ResponseTek is a software vendor whose platform and services help companies collect and act on feedback from their customers. It supports a closed-loop process that collects feedback, analyzes it, provides customizable reports and analysis dependent on the user, and most importantly enables taking action based on the information. This allows companies to understand product and service issues,... Read More

Topics: Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Text Analytics

Cloud-Based Analytics Requires Hybrid Data Access and Integration

Posted by ISG Research on 08 October 2015

As I discussed in the state of data and analytics in the cloud recently, usability is a top evaluation criterion for organizations in selecting cloud-based analytics software. Data access of cloud and on-premises systems are essential antecedents of usability. They can help business people perform analytic tasks themselves without having to rely on IT. Some tools allow data integration by... Read More

Topics: Big Data, Sales Performance, Software as a Service, Mobile Technology, Customer Performance, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Information Management, Operational Intelligence, Data

Finance Transformation Requires Strong Leadership

Posted by ISG Research on 03 September 2015

The theme of transforming the finance organization is hot again. The term “finance transformation” refers to the longstanding objective of shifting the focus of finance departments from transaction processing to more strategic activities such as providing the rest of the organization with forward-looking analysis. I focus on the technology and data aspects of this type of business issue in these... Read More

Topics: Performance Management, continuous improvement, Controller, Analytics, Business Performance, Financial Performance, CFO

Data and Analytics in the Cloud is a Reality Today

Posted by ISG Research on 20 August 2015

Our recently completed benchmark research on data and analytics in the cloud shows that analytics deployed in cloud-based systems is gaining widespread adoption. Almost half (48%) of participating organizations are using cloud-based analytics, another 19 percent said they plan to begin using it within 12 months, and 31 percent said they will begin to use cloud-based analytics but do not know... Read More

Topics: Big Data, Software as a Service, Operational Performance Management (OPM), Analytics, Business Analytics, Business Collaboration, Business Intelligence, Customer & Contact Center, Operational Intelligence, Business Performance Management (BPM), Data, Information Optimization

Optimization Analytics Comes to the Mass Market

Posted by ISG Research on 13 August 2015

Optimization is the application of algorithms to sets of data to guide executives and managers in making the best decisions. It’s a trending topic because using optimization technologies and techniques to better manage a variety of day-to-day business issues is becoming easier. I expect optimization, once the preserve of data scientists and operations research specialists will become mainstream... Read More

Topics: Big Data, Performance Management, Customer Performance, Operational Performance, Analytics, Business Analytics, Business Performance, Financial Performance, Information Management, Price Optimization

Data Preparation is Essential for Predictive Analytics

Posted by ISG Research on 06 August 2015

Our research into next-generation predictive analytics shows that along with not having enough skilled resources, which I discussed in my previous analysis, the inability to readily access and integrate data is a primary reason for dissatisfaction with predictive analytics (in 62% of participating organizations). Furthermore, this area consumes the most time in the predictive analytics process:... Read More

Topics: Big Data, Microsoft, Predictive Analytics, alteryx, Customer Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Operational Intelligence, Oracle, Information Optimization

The Strategic Tax Department is a Priority for Longview

Posted by ISG Research on 29 July 2015

Longview’s recent Dialog user group meeting highlighted the company’s continued commitment to providing much needed automation tools for improving tax department performance – tools that enable the tax function to play a more strategic role in the management of a company. The sessions also covered the capabilities contained in the company’s latest release, Longview 7.2 Update 2 and gave customers... Read More

Topics: Big Data, LongView, Analytics, Business Performance, Financial Performance

Skills Gap Challenges Potential of Predictive Analytics

Posted by ISG Research on 23 July 2015

The Performance Index analysis we performed as part of our next-generation predictive analytics benchmark research shows that only one in four organizations, those functioning at the highest Innovative level of performance, can use predictive analytics to compete effectively against others that use this technology less well. We analyze performance in detail in four dimensions (People, Process,... Read More

Topics: Big Data, Microsoft, Predictive Analytics, alteryx, Operational Performance Management (OPM), Customer Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Location Intelligence, Oracle, Information Optimization

Predictive Analytics: Investing and Selecting Software Properly

Posted by ISG Research on 22 July 2015

To impact business success, Ventana Research recommends viewing predictive analytics as a business investment rather than an IT investment. Our recent benchmark research into next-generation predictive analytics reveals that since our previous research on the topic in 2012, funding has shifted from general business budgets (previously 44%) to line of business IT budgets (previously 19%). Now more... Read More

Topics: Big Data, Microsoft, Predictive Analytics, alteryx, Customer Performance, Analytics, Business Analytics, Business Intelligence, Operational Intelligence, Oracle, Business Performance Management (BPM), Rapidminer

Predictive Analytics Enters the Business Mainstream

Posted by ISG Research on 22 July 2015

Our recently released benchmark research into next-generation predictive analytics shows that in this increasingly important area many organizations are moving forward in the dimensions of information and technology, but most are challenged to find people with the right skills and to align organizational processes to derive business value from predictive analytics. For those that have done so,... Read More

Topics: Big Data, Predictive Analytics, alteryx, Customer Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Operational Intelligence

Host Analytics Modeling Cloud Simplifies Planning and Reporting

Posted by ISG Research on 10 July 2015

Our benchmark research on next-generation business planning finds that a large majority of companies rely on spreadsheets to manage planning processes. For example, four out of five use them for supply chain planning, and about two-thirds for budgeting and sales forecasting. Spreadsheets are the default choice for modeling and planning because they are flexible. They adapt to the needs of... Read More

Topics: Planning, Predictive Analytics, Marketing Planning, Reporting, Sales Forecasting, Budgeting, Customer Performance, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Performance, Financial Performance, Business Planning, Demand Planning, Integrated Business Planning

IBM’s Vision Features Analytics

Posted by ISG Research on 12 June 2015

IBM’s Vision user conference brings together customers who use its software for financial and sales performance management (FPM and SPM, respectively) as well as governance, risk management and compliance (GRC). Analytics is a technology that can enhance each of these activities. The recent conference and many of its sessions highlighted IBM’s growing emphasis on making more sophisticated... Read More

Topics: Big Data, Planning, Predictive Analytics, Governance, Human Capital, Budgeting, Customer Performance, Operational Performance, Analytics, Business Analytics, Business Performance, Cloud Computing, Financial Performance, Visualization

Vertex Enterprise Supports Tax Department’s Effectiveness

Posted by ISG Research on 04 June 2015

Companies trust their tax departments with a highly sensitive and essential task. Direct (income) taxes usually are the second largest corporate expense, after salaries and wages. Failure to understand and manage this liability is expensive, whether because taxes are overpaid or because of fines and interest levied for underpayment. Moreover, taxes are a political issue, and corporations –... Read More

Topics: Big Data, Analytics, Business Performance, Financial Performance