ISG Software Research Analyst Perspectives

Confirmit Advances Social Analytics for Voice of Customer

Posted by ISG Software Research on 26 March 2014

The last time I reviewed Confirmit it had just acquired CustomerSat and was re-engineering its products to support a broader approach to voice of the customer (VOC), which Ventana Research defines as a complete view of customer interactions, customer sentiments after interactions and the outcomes of those interactions. During my latest briefing, I found out that the new architecture will be...

Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Unified Communications

ERP’s Future Is Hybrid Cloud

Posted by Robert Kugel on 20 March 2014

Information technologists are fond of predictions in which the next big thing quickly and entirely renders the existing thing so completely obsolete that only troglodytes would cling to such outmoded technology. While this vision of IT progress may satisfy the egos of technologists, it rarely reflects reality. Mainframes didn’t disappear, for example. Although they long ago lost their dominant...

Topics: Microsoft, SaaS, Sales, Salesforce.com, ERP, HCM, Human Capital, Office of Finance, Dynamics AX, Dynamics GP, Dynamics NAV Dynamics SL, PSA, Sage Software, Unit4, Analytics, Business Performance, Cloud Computing, Financial Performance, CFO, FinancialForce, HR, Infor, Workday, Plex, Professional Services Automation

Interactive Intelligence Advances Contact Center Software Portfolio

Posted by ISG Software Research on 20 March 2014

Building a contact center is growing in complexity as companies struggle to support customers’ ever-higher expectations. Customers now insist on engaging with companies through the channel of their choice, often from a mobile device, and at a time of their choosing. If they interact with a person, they expect that person to have the social and technical skills to resolve their issues quickly and...

Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Self-service, Operational Performance, Analytics, 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

Microsoft Shows Off More than ERP with Dynamics

Posted by Robert Kugel on 13 March 2014

Convergence is the Microsoft Dynamics business software user group’s meeting. Dynamics’ core applications are mainly in the accounting and ERP category, descendants of products Microsoft acquired: Great Plains (now GP), Solomon (SL), Navision (NAV) and Damgaard’s Axapta (AX), to which Microsoft has added its own CRM application. It has been more than a decade since the acquisitions of Great...

Topics: Microsoft, SaaS, Sales, Sales Performance, Salesforce.com, ERP, HCM, Human Capital, Office of Finance, Consulting, distribution, Dynamics AX, Dynamics GP, Dynamics NAV Dynamics SL, PSA, Sage Software, Unit4, Operational Performance, Analytics, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, CFO, FinancialForce, HR, Infor, Workday, Plex, Professional Services Automation

IBM Delivers New Talent Management Suite

Posted by ISG Software Research on 13 March 2014

At its recent Connect 2014 event IBM announced IBM Kenexa Talent Suite, an integrated talent management suite. The release strengthens its Smarter Workforce initiative by combining IBM and Kenexa products and services in one human capital management (HCM) offering. IBM Kenexa Talent Suite also addresses increasing efforts by human resources organizations to optimize their activities through more...

Topics: Big Data, Mobile, SAP, Social Media, HCM, Kenexa, Recruiting, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Collaboration, IBM, Oracle, Workforce Performance, Cognitive Computing, HR, IBM Watson, Social

SAS Unifies Big Data for Business and IT

Posted by Mark Smith on 12 March 2014

Many businesses are close to being overwhelmed by the unceasing growth of data they must process and analyze to find insights that can improve their operations and results. To manage this big data they find a rapidly expanding portfolio of technology products. A significant vendor in this market is SAS Institute. I recently attended the company’s annual analyst summit, Inside Intelligence 2014...

Topics: Big Data, Predictive Analytics, SAS, Event Stream, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, CIO, Customer & Contact Center, Data Management, Information Applications, Information Management, Location Intelligence, Operational Intelligence, Discovery

Customer Analytics Deserve More Than Spreadsheets

Posted by ISG Software Research on 07 March 2014

I recently completed two closely related benchmark research reports, on next-generation customer engagement and next-generation customer analytics. The research on customer engagement shows that companies on average engage with customers through seven or eight communication channels and that almost every business unit except IT engages with customers. To provide customers with personalized,...

Topics: Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Governance, Risk & Compliance (GRC), Information Management, Call Center, Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics

Location Analytics Delivers Geographic Insights

Posted by Mark Smith on 03 March 2014

Adding geographic and location context to business information enables organizations to develop fuller understanding and optimize the activities of people that use the information. We call this location intelligence, and to achieve it requires location analytics, which focus on that context where the processing and presentation of geography and spatial aspects of data are utilized. Analysis of...

Topics: Sales Performance, Supply Chain Performance, Customer Analytics, GIS, Location Analytics, IT Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, Information Applications, Information Management, Location Intelligence, Operational Intelligence, Workforce Performance

Building a Better Business Case for Buying Software

Posted by Robert Kugel on 27 February 2014

When it comes to making a business case for software investments, many people fail to recognize that the case itself is just one part of what amounts to an internal sales and marketing effort that they must perform well to be successful. Focusing only on the numbers and assumptions in a spreadsheet is not enough. Making a successful business case requires an understanding of the audience’s...

Topics: Planning, Sales Performance, Supply Chain Performance, ERP, Office of Finance, Research, budgeting and planning, ROI, Operational Performance, Analytics, Business Performance, Customer & Contact Center, Financial Performance, Workforce Performance, CFO, CRM, business plan, capital spending, Financial Performance Management, FPM, SCM, Software

Human Capital Analytics Delivers Benefits for Business

Posted by ISG Software Research on 26 February 2014

The market for human capital analytics is in flux, as companies begin to evaluate and adopt more capable tools and processes for this area of human capital management. A look at the tools organizations are using and plan to use for human capital analytics provides an example of this change. Our recently published benchmark research on human capital analytics shows that nearly nine in 10 (87%)...

Topics: Big Data, Mobile, Predictive Analytics, Social Media, HCM, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Collaboration, Financial Performance, Information Management, Workforce Performance

FinancialForce Broadens Its Reach with ERP and More

Posted by Robert Kugel on 26 February 2014

FinancialForce recently introduced FinancialForce ERP, a family of cloud-based software designed to support a variety of customer-centric businesses such as professional services organizations or companies that specialize in business and industrial distribution. Many of these types of businesses are midsize or small (having 50 to 1,000 employees) and can benefit from the integration of...

Topics: SaaS, Sales, Sales Performance, Salesforce.com, Supply Chain Performance, ERP, HCM, Human Capital, Office of Finance, Consulting, distribution, PSA, Unit4, Operational Performance, Analytics, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, Workforce Performance, FinancialForce, HR, Professional Services Automation, SCM

Five Priorities for the Office of Finance in 2014

Posted by Robert Kugel on 20 February 2014

A core objective of my research practice and agenda is to help the Office of Finance improve its performance by better utilizing information technology. As we kick off 2014, I see five initiatives that CFOs and controllers should adopt to improve their execution of core finance functions and free up time to concentrate on increasing their department’s strategic value. Finance organizations –...

Topics: Big Data, Performance Management, Planning, Predictive Analytics, Sales Performance, Supply Chain Performance, Office of Finance, Budgeting, close, dashboard, PRO, Tax, Analytics, Business Analytics, Business Collaboration, Business Performance, CIO, Customer & Contact Center, Financial Performance, In-memory, CFO, Supply Chain, CEO, demand management, Financial Performance Management, FPM, S&OP

MicroStrategy Reveals New Generation of Analytics for Cloud and Mobile Computing

Posted by Mark Smith on 18 February 2014

At its recent MicroStrategy World 2014 conference, the enterprise software company introduced a portfolio of products to make it easier to perform analytics and make them easier to access through the cloud and mobile forms of computing. These announcements accelerate MicroStrategy’s transition to approaching corporate business users of analytics from its past focus on business intelligence, which...

Topics: MicroStrategy, Mobile, Social Media, Customer Engagement, Smart Phones, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Information Applications, Location Intelligence, Operational Intelligence, Tablets

Mobile Business Intelligence – Who is Hot in 2014

Posted by ISG Software Research on 17 February 2014

Ventana Research recently completed the most comprehensive evaluation of mobile business intelligence products and vendors available anywhere today. The evaluation includes 16 technology vendors’ offerings on smartphones and tablets and use across Apple, Google Android, Microsoft Surface and RIM BlackBerry that were assessed in seven key categories: usability, manageability, reliability,...

Topics: Big Data, MicroStrategy, Mobile, Mobile Business Intelligence, Pentaho, Sales Performance, SAP, SAS, Tableau, Jaspersoft, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Customer & Contact Center, IBM, Information Builders, Oracle, Workforce Performance, Yellowfin, Roambi, Value Index, arcplan, Logi Analytics, Qlik

The Business Technology Challenge of 2014: Information Optimization

Posted by ISG Software Research on 11 February 2014

Our recently released benchmark research on information optimization shows that 97 percent of organizations find it important or very important to make information available to the business and customers, yet only 25 percent are satisfied with the technology they use to provide that access. This wide gap between importance and satisfaction reflects the complexity of preparing and presenting...

Topics: Big Data, IT Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Data Preparation, Information Applications, Information Management, Data Discovery, Datawatch, Information Optimization

The Challenge of Making ERP Systems More Configurable

Posted by Robert Kugel on 31 January 2014

In the wake of the past year’s usual crop of failed ERP implementations, I’ve read a couple of blogs that bemoan the fact that ERP systems are not nearly as user-friendly or intuitive as the mobile apps that everyone loves. I’ve complained about this aspect of ERP, and our research confirms that ERP systems are viewed as cumbersome: Just one in five companies (21%) said it is easy to make changes...

Topics: Mobile, SAP, ERP, Analytics, Business Collaboration, Business Performance, Cloud Computing, Financial Performance, Oracle, CFO, Infor, Workday, Social, business process, FPM, Intacct

The Future of Customer Engagement Is Complicated

Posted by ISG Software Research on 31 January 2014

In my benchmark research into next-generation customer engagement three-quarters (77%) of participating companies said it is necessary to improve the way they engage with customers. The main drivers for doing that are to improve the customer experience (74%) and improve customer service (70%). However, neither is an easy task because companies now have to support more channels of communication,...

Topics: Big Data, Social Media, Customer Analytics, Customer Experience, Speech Analytics, Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Envision Takes Workforce Optimization to the Cloud

Posted by ISG Software Research on 28 January 2014

Envision has carved out a slice of the workforce optimization market by offering its suite of products as cloud-based services. In addition to core products such as interaction recording, quality assurance, workforce management, training, coaching and agent analytics, it offers speech and desktop analytics and customer feedback management through surveys and our part of my research agenda. Our...

Topics: Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Workforce Force Optimization

Paxata Give Analysts Valuable Time Back for Analytics

Posted by ISG Software Research on 28 January 2014

Paxata, a new data and analytics software provider says it wants to address one of the most pressing challenges facing today’s analyst performing analytics: simplifying data preparation. This trend toward simplification is well aligned with the market’s desire for improving usability, which our benchmark research into Next-Generation Business Intelligence shows is a primary buying consideration...

Topics: Big Data, Paxata, IT Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Data Preparation, Information Applications, Information Management, Data Discovery

Uptivity Launches Gamification Capabilities for Workforces

Posted by ISG Software Research on 27 January 2014

I am not comfortable with the term “gamification” used in the context of business applications. It sounds as if employees are officially allowed to play games while working and thus take their attention away from the task at hand, which in a contact center is serving customers. So I was skeptical when Uptivity recently wanted to brief me about gamification capabilities it recently announced for...

Topics: Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Mobile Apps, Self-service, Operational Performance, Analytics, 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