ISG Software Research Analyst Perspectives | Operational Performance (9)

Next-Generation ERP Must Take a Giant Leap

Posted by Robert Kugel on 25 September 2013

Enterprise resource planning (ERP) systems emerged in the 1990s. Even though they don’t do much in the way of planning, the systems provide companies a means of centralizing and consolidating transaction data collection (such as purchase orders, inventory movements and depreciation), automating the management of processes, and handling the bookkeeping and financial record keeping for these... Read More

Topics: Mobile, SAP, Social Media, Supply Chain Performance, ERP, Operational Performance, Analytics, Business Collaboration, Business Performance, Cloud Computing, Financial Performance, Oracle, CFO, Infor, Workday, Social, FPM, Intacct

Tableau Continues its Visual Analytics Revolution

Posted by ISG Research on 21 September 2013

In his keynote speech at the sixth annual Tableau Customer Conference, company co-founder and CEO Christian Chabot borrowed from Steve Jobs’ famous quote that the computer “is the equivalent of a bicycle for our minds,” to suggest that his company software is such a new bicycle. He went on to build an argument about the nature of invention and Tableau’s place in it. The people who make great... Read More

Topics: Sales Performance, IT Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, CIO, Cloud Computing, Customer & Contact Center, Information Applications, Information Management, Location Intelligence, Visualization, Data

Enkata Launches Action Center for Optimizing Employee Performance

Posted by ISG Research on 09 September 2013

Enkata, as I wrote not long ago is continuing to expand the range and capabilities of its products for optimizing employee actions while maintaining a firm foothold in analytics for the contact center and agents. Its latest release, Action Center, maintains this position with a focus on improving employee performance. The product captures data about how employees use the systems on their desktop,... Read More

Topics: Customer Analytics, Customer Experience, Speech Analytics, Enkata, Operational Performance, Analytics, Business Analytics, Business Performance, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics

Agility Provides Simplicity and Innovation in Product Information Management

Posted by Mark Smith on 31 August 2013

The need to be effective in the marketing, selling, manufacturing, distributing, and sourcing products requires more consistent and higher quality product information. This is where product information management (PIM) has great potential, and as I have attested is the responsibility of business to lead the process and technology improvements. Of course for PIM to be efficient IT needs to support... Read More

Topics: Big Data, Sales, Sales Performance, Supply Chain Performance, Operational Performance, Customer & Contact Center, Information Applications, Information Management, Commerce, Product Information Management, Supply Chain

Ventana Research Technology Innovation Awards Are More Than Cool

Posted by Mark Smith on 31 August 2013

In the realm of technology that matters for business and IT, our firm as part of our responsibility continually assesses the latest technology and how it can impact organizations’ efficiency and effectiveness. Our benchmark research in technology innovation found that 87% of participants indicated the importance of increasing the organization’s value through technology innovation. Every year we... Read More

Topics: Big Data, Datameer, Mobile, Sales, Sales Performance, Social Media, Supply Chain Performance, Sustainability, Customer, ESRI, Globoforce, GRC, HCM, Kronos, Kyriba, Location Analytics, Marketing, NetBase, Office of Finance, Overall Operational Leadership, Peoplefluent, Planview, SQLstream, VMWare, VPI, IT Analytics & Performance, IT Performance, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, CIO, Cloud Computing, Collaboration, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Hortonworks, IBM, Informatica, Information Applications, Information Builders, Information Management, Information Technology, KXEN, Location Intelligence, Operational Intelligence, Oracle, Workforce Performance, Contact Center, Datawatch, Financial Management, Information Optimization, Johnson Controls Panoptix, Roambi, Service & Supply Chain, Upstream Works, Vertex, Xactly

The Personas that Matter the Most in Business Analytics

Posted by ISG Research on 30 August 2013

As a new generation of business professionals embraces a new generation of technology, the line between people and their tools begins to blur. This shift comes as organizations become flatter and leaner and roles, context and responsibilities become intertwined. These changes have introduced faster and easier ways to bring information to users, in a context that makes it quicker to collaborate,... Read More

Topics: Big Data, Data Scientist, Sales Performance, Supply Chain Performance, IT Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, CIO, Customer & Contact Center, Data Management, Financial Performance, Information Applications, Information Management, Workforce Performance, Data

Alteryx Advances the Process of Customer Analytics

Posted by ISG Research on 28 August 2013

The market for customer analytics continues to grow as organizations realize the current competencies and technology are not aligned to the priority of providing the best possible customer experience through supporting business processes. At the same time those organizations that have invested and continue to improve in this area are taking advantage of why I call a new generation of customer... Read More

Topics: Social Media, alteryx, Customer Analytics, Customer Experience, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Business Analytics, Cloud Computing, Collaboration, Customer & Contact Center, Call Center, Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics

Confirmit and Voice of the Customer Software

Posted by ISG Research on 22 August 2013

The last time I was briefed by Confirmit it had just acquired CustomerSat and, in addition to undergoing a number of internal developments, was transitioning from supporting market research, customer and employee feedback to focusing more on voice of the customer (VOC). One of its key differentiators has been its ability to combine market research, customer and employee feedback to close the loop... Read More

Topics: Sales Performance, Customer Analytics, Customer Experience, Customer Feedback Management, Voice of the Customer, Operational Performance, Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, CRM, Text Analytics, Confirmit

Eliminating the Strategy/Execution Disconnect

Posted by Robert Kugel on 19 August 2013

This is the beginning of the season when companies that are on a calendar year begin their strategic and long-term planning. Ventana Research performed an extensive investigation in this area with our long-range planning benchmark research. Strategic and long-range planning is a process and discipline that companies use to determine the best strategy for succeeding in the markets they serve and... Read More

Topics: Big Data, Master Data Management, Performance Management, Planning, Sales Performance, Supply Chain Performance, Human Capital Management, Office of Finance, Reporting, Budgeting, dashboard, Operational Performance, Analytics, Business Performance, Customer & Contact Center, Financial Performance, Workforce Performance, CFO, Data, CEO, Financial Performance Management, FPM

Verint Brings New Business Solutions to Optimize Customer Relationships

Posted by ISG Research on 15 August 2013

Earlier this year I wrote that Verint Systems, which makes workforce optimization and analytics products for customer engagement, has changed its focus from individual product capabilities to packaged business solutions that include specifically configured versions of its products. The first of those was real-time personalized guidance; it uses several of the company’s Impact 360 workforce... Read More

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

Three Major Trends in New Discovery Analytics

Posted by ISG Research on 13 August 2013

A few months ago, I wrote an article on the four pillars of big data analytics. One of those pillars is what is called discovery analytics or where visual analytics and data discovery combine together to meet the business and analyst needs. My colleague Mark Smith subsequently clarified the four types of discovery analytics: visual discovery, data discovery, information discovery and event... Read More

Topics: Datameer, SAP, Splunk, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, IBM, Information Applications, Information Builders, Operational Intelligence, Oracle, Data Discovery, Information Discovery

Agent Desktop Management in 2013 Is Hot for Improving Customer Experience

Posted by ISG Research on 13 August 2013

Ventana Research has just released its 2013 Value Index for Agent Desktop Management, in which we evaluate the competency and maturity of vendors and products that support the management of the desktop systems that agents use to handle customer interactions. Our firm has researched this software category for many years, and our benchmark research into customer service and the agent desktop shows... Read More

Topics: Salesforce.com, Customer Experience, NICE Systems, Cincom, Genesys, Jacada, Kana, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, Upstream Works, OpenSpan

IBM SPSS Analytic Catalyst Makes Sophisticated Analytics Accessible

Posted by ISG Research on 08 August 2013

IBM’s SPSS Analytic Catalyst enables business users to conduct the kind of advanced analysis that has been reserved for expert users of statistical software. As analytic modeling becomes more important to businesses and models proliferate in organizations, the ability to give domain experts advanced analytic capabilities can condense the analytic process and make the results available sooner for... Read More

Topics: analytic catalyst, driver analysis, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, IBM, SPSS

Spreadsheets Consume More Time Than It Seems

Posted by Robert Kugel on 07 August 2013

The spreadsheet is one of the five most important advances in business management over the last 50 years. It has changed all aspects of running an organization. It was the original “killer app” that made people go out and buy personal computers. So you see I’m enthusiastic about spreadsheets, but I realize they have limits that must be respected to work efficiently. One of the more important... Read More

Topics: Sales Performance, Supply Chain Performance, Office of Finance, Reporting, enterprise spreadsheet, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Information Applications, Information Management, Visualization, Workforce Performance, Risk, benchmark, Financial Performance Management

Profitability Management vs. Managing Profitability

Posted by Robert Kugel on 05 August 2013

Pricing and profit margins appear to be trending topics, which is normal at this stage of the business cycle. North American companies achieved high levels of profitability coming out of the last recession by staying lean, but this trend has run its course. Margins are being squeezed, and companies are looking for ways to add to the bottom line. In my terminology, “managing profitability,” which... Read More

Topics: Planning, Sales, Sales Performance, Office of Finance, Operational Performance, Analytics, Business Performance, Financial Performance, costing, FPM, Price Optimization, Profitability, S&OP

Pricing, Planning and Performance Management Software Creates Business Value

Posted by Robert Kugel on 30 July 2013

People who don’t spend much time analyzing the software market may have trouble understanding the differences between products in a given software category or the difference between two categories. This happens because vendors and commentators use the same words to describe different depths of functionality and degrees of comprehensiveness in one type of application. As well, there can be... Read More

Topics: Performance Management, Sales Performance, Supply Chain Performance, Office of Finance, dashboard, PRO, Operational Performance, Business Analytics, Business Performance, Financial Performance, CFO, Supply Chain, CEO, demand management, FPM, S&OP

BIRT Analytics Strives To Make Analytics Business Friendly

Posted by ISG Research on 22 July 2013

Actuate recently announced BIRT Analytics Version 4.2, part of its portfolio of business intelligence software. The new release includes several techniques used by analytics professionals placed behind a user-friendly interface that does not require advanced knowledge of statistics. Beyond the techniques themselves, release 4.2 focuses on guiding users through processes such as campaign analytics... Read More

Topics: Sales Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Customer & Contact Center, Data Discovery

Enkata Optimizes Claims Processing

Posted by ISG Research on 20 July 2013

Enkata used to focus its products on improving agent performance in the contact center. It has gradually expanded that focus to include improving the performance of workers in the back office, an effort that has culminated in a suite of products that help companies improve processing of healthcare claims. The process begins by tracking how employees who handle claims use their desktop systems.... Read More

Topics: Customer Experience, Enkata, Operational Performance, Business Analytics, Business Intelligence, Customer & Contact Center, Call Center, Contact Center, Desktop Analytics, Workforce Force Optimization

Datameer 3.0 Introduces Advanced Big Data Analytics for Hadoop

Posted by ISG Research on 17 July 2013

Datameer , a Hadoop-based analytics company, had a major presence at recent Hadoop Summit, led by CEO Stephan Groschupf’s keynote and panel appearance. Besides announcing its latest product release, which is an important advance for the company and its users, Datameer’s outspoken CEO put forth contrarian arguments about the current direction of some of the distributions in the Hadoop ecosystem.... Read More

Topics: Big Data, Datameer, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Information Applications, Strata+Hadoop

Hadoop Summit and Hortonworks Promise To Make Big Data More Engaging

Posted by ISG Research on 10 July 2013

Hadoop Summit is the biggest event on the West Coast centered on Hadoop, the open source technology for large-scale data processing. The conference organizers, Hortonworks, estimated that more than 2,400 people attended, which if true would be double-digit growth from last year. Growth on the supplier side was even larger, which indicates the opportunity this market represents. Held in Silicon... Read More

Topics: Big Data, IT Performance, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Governance, Risk & Compliance (GRC), Information Applications, Information Management, Operational Intelligence, Strata+Hadoop