Buyers Guide

Record to Report 2025 Buyers Guide Executive Summary

Posted by Robert Kugel on 05 September 2025

Executive Summary Record to Report The six costliest words in managing a finance department are, “We’ve always done it this way.” The record-to-report (R2R) cycle describes the process of finalizing and summarizing financial activities of an enterprise for a specific accounting period—typically a month, quarter or fiscal year. It is important to note that R2R exclusively covers the activities... Read More

Topics: Office of Finance, Consolidate and Close Management, Business & Technologies, Record to Report

Financial Close 2025 Buyers Guide Executive Summary

Posted by Robert Kugel on 05 September 2025

Executive Summary Financial Close The financial records of an enterprise must be reviewed periodically and summarized to create financial statements that inform executives and interested third parties of the organization’s financial condition and performance. An enterprise’s financial close involves a set of repeated processes that must be performed in a prescribed order and fashion to maximize... Read More

Topics: Office of Finance, Financial Close, Business & Technologies, Record to Report

Financial Consolidation 2025 Buyers Guide Executive Summary

Posted by Robert Kugel on 05 September 2025

Executive Summary Financial Consolidation The financial records of an enterprise must be reviewed periodically and summarized to create financial statements that inform executives and interested third parties of the organization’s financial condition and performance. A consolidation of the financial records and other departmental close processes involves an intricate set of repeated processes... Read More

Topics: Office of Finance, Financial Consolidation and Close, Business & Technologies

Contact Centers for Retail 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers for Retail Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI)... Read More

Topics: Customer Experience, Contact Center, Retail, Business-focused Software and Services, Customers and CX - Business & Technologies

Contact Centers for Insurance 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers for Insurance Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI)... Read More

Topics: Customer Experience, Contact Center, Insurance, Business-focused Software and Services, Customers and CX - Business & Technologies

Contact Centers for Healthcare 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers for Healthcare Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI).... Read More

Topics: Customer Experience, Contact Center, Healthcare, Business-focused Software and Services, Customers and CX - Business & Technologies

Intelligent Self-Service 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Intelligent Self Service Contact centers are pivoting from offering primarily human-assisted service to relying heavily on customer self-service for routine inquiries. Customers have long had options to help themselves with simple tasks like account lookup or order status checks. As information resources became more widespread, customers became accustomed to proactively looking... Read More

Topics: Customer Experience, Contact Center, Intelligent Self-Service, Business-focused Software and Services, Customers and CX - Business & Technologies

Customer Interaction Analytics 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Customer Interaction Analytics The first iteration of artificial intelligence (AI) tools for contact centers to use Generative AI (GenAI) brought measurable improvements to operations by automating routine functions and speeding interactions. What floated under the radar was how continued AI development was about to remake the analytic landscape around customers. We are now... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services, Customers and CX - Business & Technologies, Customer Interaction Analytics

Agent Management 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Agent Management Labor has long been the largest ongoing operational expense in contact centers—so much so that managers have had to manipulate the size of the agent pool to account for cost controls. In recent years, however, it has become clear that an explosion of new technology is upending core assumptions about how that labor force should be managed. The development of... Read More

Topics: Customer Experience, Contact Center, agent management, Business-focused Software and Services, Customers and CX - Business & Technologies

Contact Centers 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI) innovations. Contact... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services, Customers and CX - Business & Technologies