ISG Software Research Analyst Perspectives

Glad to be Part of the Ventana Research Team

Posted by ISG Research on 01 June 2012

Hello! I’m excited to be the newest member of the Ventana Research leadership team to bring research insights and education to the business analytics and technology industry. I’d like to start by telling you a bit about who I am, why I’ve chosen to join this company and what I hope to contribute. For more than 15 years I’ve been studying businesses and their buying behaviors in technology... Read More

Topics: Social Media, Market Research, IT Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Information Applications, Information Management, Location Intelligence, Operational Intelligence

Oversight Systems Focuses on Saving Money and Preventing Fraud

Posted by Robert Kugel on 31 May 2012

I recently spoke with Oversight Systems, an operational intelligence analytics company that uses predictive analytics and optimization to help companies save money, reduce the risk of loss and fraud, and reinforce corporate governance and compliance efforts. Ventana Research views operational intelligence as an emerging technology with the potential for a high return on investment. By... Read More

Topics: Big Data, Predictive Analytics, Sales Performance, Supply Chain Performance, Fraud, Governance, GRC, Office of Finance, audit, Operational Performance, Analytics, Business Analytics, Business Performance, Cloud Computing, Financial Performance, Governance, Risk & Compliance (GRC), Information Management, Operational Intelligence, controls, Oversight Systems

Echopass Demonstrates Value of Contact Center in the Cloud

Posted by ISG Research on 31 May 2012

Our benchmark research into the contact center in the cloud shows that almost all companies now support multiple communication channels to engage with customers. Most of them also involve multiple business units in handling inbound and outbound interactions. More companies now support at-home agents, and contact centers are becoming more distributed. These scenarios are a good fit for cloud-based... Read More

Topics: Predictive Analytics, Sales Performance, Customer Analytics, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, Echopass, Operational Performance, Analytics, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Information Applications, Workforce Performance, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications

ADP Aims To Dominate Human Capital Management

Posted by Mark Smith on 27 May 2012

Acquisitions and new product releases continue to make the market for human capital management a hotbed of activity, as organizations attempt to fully utilize and increase the value of their workforces as I have outlined in my research agenda. ADP, with more than $10 billion in revenues and more than 570,000 customers, is aiming for the top spot in this market. ADP plans to grow its current human... Read More

Topics: Mobile, Social Media, HCM, Human Capital Management, Learning, LMS, Performance, Operational Performance, Business Analytics, Business Performance, Cloud Computing, Financial Performance, Workforce Performance, Compensation, HR, TCM

Cloudforce UK Shows Salesforce.com at Its Best

Posted by ISG Research on 24 May 2012

When the Salesforce.com marketing machine rolls into town, you have to sit up and listen, and that’s what 14,000 attendees did at the latest Cloudforce event in London. The company took over a vast portion of the ExCel London Exhibition Centre to accommodate the keynote speech, lots of side events and meeting rooms and an expo floor where attendees could see demonstrations of every product and... Read More

Topics: Sales Performance, Salesforce.com, Customer Analytics, Customer Experience, Social CRM, Speech Analytics, Voice of the Customer, LiveOps, NewVoicemedia, Operational Performance, Analytics, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Information Applications, Workforce Performance, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Vocalcom

Ariba Acquisition Will Bolster SAP’s Growing Cloud Presence

Posted by Robert Kugel on 24 May 2012

SAP is planning to acquire e-commerce company Ariba in a transaction worth about US$4.3 billion expected to close in the third quarter of this year. Ariba provides cloud-based collaborative business commerce through a Web-based trading community that enables companies to find, connect and collaborate with a global network of partners. Its Commerce Cloud is a platform that businesses can use to... Read More

Topics: Big Data, SAP, ERP, EDI, end-to-end, Analytics, Cloud Computing, Uncategorized, CRM, SCM

Opera Solutions Orchestrates Intelligent Applications using Big Data and Predictive Analytics

Posted by Mark Smith on 23 May 2012

Predictive analytics has the potential to help businesses increase the impacts of their actions by creating indicators that represent future outcomes based on existing behavior. This process becomes more complicated when they have to apply predictive analytics to what we call big data environments. As yet only 13 percent of organizations are using predictive analytics according to our business... Read More

Topics: Big Data, Predictive Analytics, Opera Solutions, IT Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Business Technology, CIO, Cloud Computing, Information Applications, Information Management, Information Technology, Operational Intelligence

Splunk Provides Intelligence for Customer Analytics

Posted by ISG Research on 22 May 2012

Recently my colleague Mark Smith wrote about Splunk and its latest technology supporting analytics for IT on machine data and providing operational intelligence. I wasn’t familiar with the company, which has focused on IT users and improving the performance of a company’s networks and IT systems. From a customer management perspective, these are of little interest unless they impact the customer... Read More

Topics: Sales Performance, Customer Experience, Social CRM, Splunk, IT Performance, Operational Performance, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Information Applications, Information Management, Workforce Performance, Call Center, Contact Center, CRM

Genesys Moves into Mobile Self-Service for Customers

Posted by ISG Research on 21 May 2012

It has been a busy time for Genesys, a company best known for computer/telephony integration (CTI) and routing software for contact centers. In February it split from Alcatel-Lucent and announced that with financial backing from two investment funds it was going forward as a stand-alone company. Over the last few years Genesys has diversified its portfolio to include workforce optimization, agent... Read More

Topics: Sales Performance, Customer Experience, Social CRM, Genesys, Operational Performance, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Information Applications, Workforce Performance, Call Center, Contact Center, CRM

SAP Brings Out New Voice and Strategy for the Cloud at SAPPHIRE

Posted by Mark Smith on 18 May 2012

At this week’s SAPPHIRE NOW (Twitter #SAPPHIRENOW) annual conference, SAP unveiled a refreshed cloud computing strategy and released technology that addresses its new cloud computing business priorities regarding customers, people, money and suppliers. It’s a good time to see what has changed since my analysis at the SAP Analyst Influencer Summit last December. The company’s new leader in cloud... Read More

Topics: Sales Performance, SAP, Human Capital Management, Mobile Technology, Business Analytics, Business Mobility, Business Performance, Business Technology, CIO, Cloud Computing, Customer & Contact Center, Financial Performance, Information Management, Information Technology

Informatica 9.5 Supports New Generation of Big Data and Cloud Computing

Posted by Mark Smith on 18 May 2012

Informatica has announced a major release, version 9.5, of its software platform, which will be generally available in June. The company’s data integration technologies will support the new generation of computing that includes big data, cloud computing, mobile and social media. These computing environments, which our firm has defined as key business technology drivers for this decade, have a... Read More

Topics: Big Data, Supply Chain Performance, Mobile Technology, IT Performance, Business Analytics, Business Intelligence, Business Mobility, Business Performance, Business Technology, CIO, Cloud Computing, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Informatica, Information Applications, Information Management, Information Technology, Strata+Hadoop

NICE Systems Mobile Customer Self-Service Connects to Agents

Posted by ISG Research on 18 May 2012

Conventional wisdom in the contact center is that self-service options for customers reduce the number of their telephone calls. However, my benchmark research into the use of technology in contact centers throws doubt on this, finding that companies still expect the volume of interactions through all channels, including the phone, to increase. This is further supported by my benchmark research... Read More

Topics: Sales Performance, Customer Experience, NICE Systems, Social CRM, Operational Performance, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Information Applications, Workforce Performance, Call Center, Contact Center, CRM

Kronos Supercharges Workforce Analytics with New Technology

Posted by Mark Smith on 11 May 2012

Adoption of workforce analytics is increasing as organizations seek to recruit and retain employees more effectively and ensure that their people deliver the productivity they expect. According to our benchmark research on the topic, 89 percent of organizations want to make it simpler to provide workforce analytics, which is not surprising as our analysis shows that only 12 percent of... Read More

Topics: MicroStrategy, Human Capital Management, Kronos, Research, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Governance, Risk & Compliance (GRC), Mobility, Workforce Performance, HR, HRMS, Talent Management, Workforce Analytics

Sales Organizations Need a Swift Technology Kick

Posted by Mark Smith on 10 May 2012

Our latest benchmark research on sales applications and technology reveals three trends sales organizations see as critical to improving their operations and performance: mobile technology like smartphones and tablets, collaborative capabilities and business analytics applied to sales. At the same time many sales processes are becoming easier to use, including compensation, forecasting and quota... Read More

Topics: Sales Performance, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Location Intelligence, Workforce Performance

Pentaho Business Analytics Brings Visual Discovery and More Big Data Support

Posted by Mark Smith on 10 May 2012

With the release of Business Analytics version 4.5, Pentaho has expanded its platform and tools to address the needs of business and IT. The product has come a long way since the version 4 release less than a year ago, which broke ground in ease of use and support for big-data sources. Advancing beyond its roots in business intelligence, Pentaho Business Analytics 4.5 addresses data discovery,... Read More

Topics: Big Data, Pentaho, Supply Chain Performance, Mobile Technology, IT Performance, Business Analytics, Business Intelligence, Business Mobility, Business Performance, Business Technology, CIO, Cloud Computing, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Management, Information Technology, Strata+Hadoop

Kapow Software Harvests and Virtualizes Information and Applications for Business

Posted by Mark Smith on 08 May 2012

Making business use of the vast amount of information on the Web and Internet along with a company’s intranet is no easy task. Kapow Software aims to help by providing tools to define and virtualize access to information, integrate it with other information, such as that in databases, and present it in a useful format. The tool can supply access to data from legacy applications such as PeopleSoft... Read More

Topics: Big Data, Supply Chain Performance, Mobile Technology, IT Performance, Business Analytics, Business Intelligence, Business Mobility, Business Performance, Business Technology, CIO, Cloud Computing, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Management, Information Technology, Kapow, Strata+Hadoop

Make It Simple for Customers To Engage with You

Posted by ISG Research on 08 May 2012

A recent research project involving 7,000 consumers carried out by the Harvard Business Review concluded that to retain customers and get them to buy more products, organizations must make it simple for people to engage with them, provide information they trust and allow them to weigh their options before they buy. The research found that consumers are bombarded with information and choices, and... Read More

Topics: Predictive Analytics, Sales Performance, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, Workforce Performance, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

InetSoft Empowers Organizations To Mobilize Business Analytics

Posted by Mark Smith on 07 May 2012

Business intelligence software is increasingly mobile, becoming available via smartphones and tablets and now enabling planning and what-if scenarios to determine the impacts of changes that might be made to improve performance. InetSoft, which has been providing business intelligence tools for more than 15 years, has advanced its technologies to address these trends. The company recently... Read More

Topics: Sales Performance, IT Performance, Business Analytics, Business Intelligence, Business Performance, Business Technology, CIO, Cloud Computing, Financial Performance, InetSoft, Information Applications, Information Management, Information Technology

Interactive Intelligence Offers Customers Mobile Self-Service

Posted by ISG Research on 07 May 2012

Interactive Intelligence announced Interaction Mobilizer, the latest application in its growing portfolio of products. As I recently wrote, Interactive Intelligence has come a long way since it launched its first software-based PBX in 1994. It was a pioneer in offering contact center applications in the cloud, which now include communications in the cloud and products for workforce optimization.... Read More

Topics: Predictive Analytics, Sales Performance, Customer Analytics, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Information Applications, Workforce Performance, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management

Peoplefluent Advances Social Collaboration and Learning with Socialtext

Posted by Mark Smith on 04 May 2012

This week Peoplefluent announced that it has invested in Socialtext, a company that provides social collaboration software at the enterprise level. With this strategic investment Bedford Funding, the private equity firm that owns Peoplefluent, is the direct beneficiary. Peoplefluent will extend Socialtext into the human capital management market while continuing to let the company meet the... Read More

Topics: Sales Performance, Social Media, Sustainability, Human Capital Management, LMS, Peoplefluent, Performance, Recruiting, Research, SocialText, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Management, Mobility, Workforce Performance, Compensation, HR, HRMS, Talent Management, Workforce Analytics