ISG Software Research Analyst Perspectives

CCaaS, CPaaS or UCaaS for CX? It Doesn’t Matter.

Posted by Keith Dawson on 18 September 2024

It is unfortunate that business-focused digital communications are sold under three different headings: Contact Center as a Service (CCaaS), Unified Communication as a Service (UCaaS) and Communication Platform as a Service (CPaaS). (And that just counts the cloud options—let us acknowledge the huge, continuing, installed base on premises.) These are terrible ways to describe complex, varied and... Read More

Topics: Customer Engagement, Customer Experience, Contact Center, Digital Communications, CCaaS, CPaaS

The Buyers Guides for Digital Comms Classifies and Rates Software Providers

Posted by Mark Smith on 03 May 2024

I am happy to share insights gleaned from our latest Buyers Guide, an assessment of how well software providers’ offerings meet buyers’ requirements. The Digital Communications Ventana Research Buyers Guide is the distillation of a year of market and product research by Ventana Research. The necessity of enterprise communications internally and to external constituents like customers, partners... Read More

Topics: Digital Communications

Digital Business Market Agenda for 2024: Intelligence-Driven Engagement

Posted by Mark Smith on 06 February 2024

With Ventana Research’s 2024 Digital Business Market Agenda, we continue the guidance we have offered for two decades to help enterprises derive maximum value from digital business technology investments. Through our market research and expertise, we identify trends and best practices and share insights on how to achieve technological effectiveness, particularly in key processes and systems to... Read More

Topics: Performance Management, Experience Management, Digital Communications, Digital Applications, Sustainability and ESG, Digital Intelligence

Digital Business Market Agenda for 2023: Effectiveness and Engagement

Posted by Mark Smith on 25 January 2023

With Ventana Research’s 2023 Market Agenda, we continue the guidance we’ve offered for two decades to help organizations derive maximum value from digital business technology investments. Through our market research and expertise, we identify trends and best practices and share insights on how to achieve technological effectiveness, particularly in key processes and systems to engage the... Read More

Topics: Performance Management, Business Continuity, Digital transformation, Experience Management, Digital Communications, Sustainability and ESG

Digital Business Market Agenda for 2022: Resilience and Readiness

Posted by Mark Smith on 28 January 2022

With the announcement of Ventana Research’s 2022 Market Agenda, our expertise in Digital Business continues to advance the market need for effective investments into technology, and I will outline here the key areas of focus to provide insights to organizations that can increase their organizational resilience and workforce readiness. We are proud to provide expertise on ensuring technological... Read More

Topics: Performance Management, Business Continuity, Governance, Risk & Compliance (GRC), Digital transformation, Experience Management, Digital Communications

Digital Communication Platforms Enable Better Work and Customer Experiences

Posted by Mark Smith on 30 October 2021

The age of digital communication platforms is upon us. The need has never been greater for an open and secure platform that satisfies the demand for enterprise-grade business and technology requirements. Overcoming today’s technology challenges is possible with a next-generation cloud-based delivery model that is both extensible and reliable. Organizations considering a digital communication... Read More

Topics: Customer Experience, Business Continuity, Contact Center, Digital transformation, Experience Management, Digital Communications

Strategic Planning for Performance Management

Posted by Mark Smith on 12 October 2021

Strategic planning has always been difficult. But it is even more so in this age of rapid digital transformation and the pressure of business continuity, which has introduced disruptive changes. What’s needed, ironically, is a methodical approach to how an organization manages strategic planning to allow for beneficial disruption that is not avoidable, balancing finance and operations, engaging... Read More

Topics: Performance Management, Business Continuity, Digital transformation, Experience Management, Digital Communications

Digital Business Market Agenda for 2021 and Beyond

Posted by Mark Smith on 24 February 2021

With the announcement of Ventana Research market agenda, a new expertise in Digital Business has been launched, I will outline the areas of focus that provide insights to organizations that can be used to optimize technology, increase agility and organizational readiness. We are proud to provide expertise on digital effectiveness through our research and insights on trends and best practices.... Read More

Topics: Performance Management, Governance, Business Continuity, Risk, Digital transformation, Experience Management, Digital Communications