ISG Software Research Analyst Perspectives

Verint Advances Feedback Management to Improve Customer Experience

Posted by ISG Software Research on 26 February 2015

Verint entered the enterprise market for customer feedback management when it acquired Vovici in August 2011. Since then the Vovici products have been integrated into Verint’s Customer Engagement Optimization suite, which includes products originally developed by Verint and Kana, which it also acquired. The current suite supports a range of capabilities that Verint groups into three categories:...

Topics: Big Data, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Customer Performance, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, Text Analytics

A New Generation of Analytics Offers Help for Sales

Posted by ISG Software Research on 24 February 2015

All lines of business are under pressure to meet targets and deliver expected results, but none is under more pressure than Sales. Like other organizations it must use information to derive insights about progress and problems and to decide what changes to make. Today businesses collect and analyze data from more data sources in more forms than ever before. To understand it they need effective...

Topics: Big Data, Sales, Sales Performance, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Financial Performance, Information Applications, Sales Performance Management, SFA

Integrated Business Planning Is More Effective

Posted by ISG Software Research on 24 February 2015

Ventana Research recently released the results of our Next-Generation Business Planning benchmark research. Business planning encompasses all of the forward-looking activities in which companies routinely engage. The research examined 11 of the most common types of enterprise planning: capital, demand, marketing, project, sales and operations, strategic, supply chain and workforce planning, as...

Topics: Big Data, Planning, Predictive Analytics, Sales, Sales Performance, Social Media, Supply Chain Performance, Human Capital Management, Marketing, Office of Finance, Reporting, Budgeting, Controller, Customer Performance, Operational Performance, Business Analytics, Business Performance, Cloud Computing, Financial Performance, In-memory, Workforce Performance, CFO, Supply Chain, capital spending, demand management, Financial Performance Management, financial reporting, FPM, Integrated Business Planning, S&OP

SAP is a Factor for HCM Success

Posted by ISG Software Research on 23 February 2015

Maximizing the performance and value of people in the workforce should be a primary focus for any business these days. It is a complex task, especially for larger organizations, and chances for success can be increased by investment in human capital management (HCM) applications. In this competitive software market SAP is making a strong push, aided by acquisitions in the last three years of...

Topics: SAP, HCM, Human Capital Management, Learning, Performance, Recruiting, SuccessFactors, Operational Performance, Analytics, Business Analytics, Business Performance, Cloud Computing, Financial Performance, Compensation, HRMS, Vendor Management Systems, Workforce Analytics, Workforce Management, Workforce Planning

The Establishment of Data Preparation

Posted by ISG Software Research on 21 February 2015

Data is an essential ingredient for every aspect of business, and those that use it well are likely to gain advantages over competitors that do not. Our benchmark research on information optimization reveals a variety of drivers for deploying information, most commonly analytics, information access, decision-making, process improvements and customer experience and satisfaction. To accomplish any...

Topics: Big Data, Sales Performance, Supply Chain Performance, Customer Performance, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Cloud Computing, Data Preparation, Financial Performance, Information Applications, Information Management, Location Intelligence, Operational Intelligence, Workforce Performance, Information Optimization

Process Trumps Innovation in Business Analytics

Posted by ISG Software Research on 19 February 2015

The idea of not focusing on innovation is heretical in today’s business culture and media. Yet a recent article in The New Yorker suggests that today’s society and organizations focus too much on innovation and technology. The same may be true for technology in business organizations. Our research provides evidence for my claim.

Topics: Big Data, Sales, Customer Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Financial Performance, Information Management

MicroStrategy Powers Up Security for Analytics and BI

Posted by ISG Software Research on 17 February 2015

At its annual MicroStrategy World conference, this provider of analytics and business intelligence systems for business and IT introduced a new version of its flagship product, MicroStrategy 9s. Among many advances it adds enterprise grade security with MicroStrategy Usher as part of the maintenance update to its 9.4.1 release. Security is increasingly critical for analytics and BI. Technologies...

Topics: Big Data, Mobile, Sales Performance, Governance, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Cloud Computing, Customer & Contact Center, Information Applications, Information Management, Risk & Compliance (GRC), Security

Giving Tax Departments More Corporate Clout

Posted by ISG Software Research on 17 February 2015

One of the issues in handling the tax function in business, especially where it involves direct (income) taxes, is the technical expertise required. At the more senior levels, practitioners must be knowledgeable about accounting and tax law. In multinational corporations, understanding differences between accounting and legal structures in various localities and their effects on tax liabilities...

Topics: Big Data, ERP, Governance, GRC, Office of Finance, audit, finance transformation, LongView, Tax, Analytics, Business Analytics, Business Performance, Financial Performance, Information Management, Oracle, CFO, Risk & Compliance (GRC), Vertex, FPM, Innovation Awards, Thomson-Reuters multinational

Oracle Advances Analytics and Business Intelligence for Big Data and Cloud Computing

Posted by ISG Software Research on 17 February 2015

Oracle is one of the world's largest business intelligence and analytics software companies. Its products range from middleware, back-end databases and ETL tools to business intelligence applications and cloud platforms, and it is well established in many corporate and government accounts. A key to Oracle's ongoing success is in transitioning its business intelligence and analytics portfolio to...

Topics: Big Data, Customer Performance, endeca, OBIEE, OBIFS, Analytics, Business Analytics, Business Collaboration, Business Performance, Cloud Computing, Oracle

Big Data Research Agenda and Trends are Bolder in 2015

Posted by Mark Smith on 07 February 2015

Big data has become a big deal as the technology industry has invested tens of billions of dollars to create the next generation of databases and data processing. After the accompanying flood of new categories and marketing terminology from vendors, most in the IT community are now beginning to understand the potential of big data. Ventana Research thoroughly covered the evolving state of the big...

Topics: Big Data, MapR, Predictive Analytics, Sales Performance, SAP, Supply Chain Performance, Human Capital, Marketing, Mulesoft, Paxata, SnapLogic, Splunk, Customer Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Cloudera, Financial Performance, Hortonworks, IBM, Informatica, Information Management, Operational Intelligence, Oracle, Datawatch, Dell Boomi, Information Optimization, Savi, Sumo Logic, Tamr, Trifacta, Strata+Hadoop

Making Business Planning More Accurate, Effective and Useful

Posted by Robert Kugel on 05 February 2015

Business planning includes all of the forward-looking activities in which companies routinely engage. Companies do a great deal of planning. They plan sales and determine what and how they will produce products or deliver services. They plan the head count they’ll need and how to organize distribution and their supply chain. They also produce a budget, which is a financial plan. The purpose of...

Topics: Big Data, Planning, Predictive Analytics, Sales Performance, Supply Chain Performance, Human Capital, Marketing, Office of Finance, Reporting, Sales Forecasting, Budgeting, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Performance, Customer & Contact Center, Financial Performance, Business Planning, Supply Chain, Demand Planning, Integrated Business Planning, Project Planning, S&OP

Research Agenda: Technology Innovation for Business in 2015

Posted by ISG Software Research on 02 February 2015

This year presents much opportunity for organizations to use a new generation of technology to compete better, be more efficient in their business operations and engage their workforces to their full potential. We have identified and begun to track the following next-generation technologies: analytics, big data, collaboration, cloud computing, mobile technology and social media, and in 2014 we...

Topics: Big Data, Sales Performance, Social Media, Supply Chain Performance, Governance, Mobile Technology, Wearable Computing, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Collaboration, Customer & Contact Center, Financial Performance, Information Applications, Information Management, Location Intelligence, Operational Intelligence, Workforce Performance, Risk & Compliance (GRC), Technology Innovation

Research Agenda: Business Analytics Trends and Possibilities in 2015

Posted by ISG Software Research on 29 January 2015

Our benchmark research into business technology innovation shows that analytics ranks first or second as a business technology innovation priority in 59 percent of organizations. Businesses are moving budgets and responsibilities for analytics closer to the sales operations, often in the form of so-called shadow IT organizations that report into decentralized and autonomous business units rather...

Topics: Big Data, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Data Preparation, Information Applications, Information Management, Operational Intelligence, analytical application, analytics in the cloud

Make Automating the Office of Finance and Accounting a Priority

Posted by ISG Software Research on 27 January 2015

Our recent Office of Finance benchmark research demonstrates the importance of using automation to execute finance department functions. Information technology systems do at least two things very well that make better use of people’s time, and both of them can substantially improve organizational performance. First, they eliminate the need for people to do repetitive tasks, which frees them to...

Topics: Big Data, Mobile, Planning, ERP, FP&A, Office of Finance, Reporting, Self-service, Budgeting, close, closing, computing, Controller, dashboard, Tax, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Collaboration, Financial Performance, CFO, Data, finance, Financial Performance Management, FPM, Microsoft Excel, Spreadsheets

Research Agenda: Customer Technology for 2015

Posted by ISG Software Research on 23 January 2015

I recently wrote about customer experience lessons I learned during 2014 and the technologies required to deliver EPIC experiences. Both of these analyses focus on the people, processes, information and technologies required to improve the customer experience at every touch point, and these themes will also be at the heart of our customer technology research agenda for 2015.

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

Actuate and OpenText: The Background and Potential Future

Posted by ISG Software Research on 21 January 2015

Actuate, a company known for powering BIRT, the open source business intelligence technology, has been delivering large-scale consumer and industrial applications for more than 20 years. In December the company announced it would be acquired by OpenText of Ontario, Canada. OpenText is Canada’s largest software vendor with more than 8,000 employees and a portfolio of enterprise information...

Topics: Big Data, F-Type, OpenText, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Information Applications, Operational Intelligence, Digital Technology

Workforce Optimization Software Vendor Ratings in Perspective

Posted by ISG Software Research on 14 January 2015

As with many other research topics, Ventana Research investigates workforce optimization in two ways. Our benchmark research into next-generation workforce optimization assesses how companies use workforce optimization systems now and intend to in the future, while our Workforce Optimization Value Index evaluates how well workforce optimization products and vendors match buyers’ needs. In our...

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

IBM Builds Innovation into Watson Analytics

Posted by ISG Software Research on 14 January 2015

In 2014, IBM announced Watson Analytics, which uses machine learning and natural language processing to unify and simplify the user experience in each step of the analytic processing: data acquisition, data preparation, analysis, dashboarding and storytelling. After a relatively short beta testing period involving more than 22,000 users, IBM released Watson Analytics for general availability in...

Topics: Data Visualization, Predictive Analytics, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Information Applications, Information Management, Data Discovery, Watson

Customer Engagement Analytics Getting Simpler with Verint

Posted by ISG Software Research on 12 January 2015

Verint is a well-established vendor of workforce optimization systems. It recently acquired KANA Software, as I discussed, which enabled Verint to move further into the customer engagement market. Now Verint has combined the two companies’ range of analytics products to create Verint Engagement Analytics.

Topics: Big Data, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Analytics, Business Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Profisee Simplifies Master Data Management

Posted by ISG Software Research on 08 January 2015

Organizations today create and collect data at ever faster rates, and this introduces challenges in ensuring that data is not just managed but used in a consistent manner for a range of operational and analytic tasks. This is made more difficult by new data sources whose definitions vary from standard and widely used formats. Making all information available and consistent is essential to support...

Topics: Big Data, Data Quality, Master Data Management, Sales, Sales Performance, Social Media, Supply Chain Performance, Golden Records., MDM, Operational Performance, Analytics, Business Analytics, Business Performance, Cloud Computing, Customer & Contact Center, Data Management, Financial Performance, Information Applications, Information Management, Workforce Performance