Buyers Guide

Intelligent Automation Buyers Guide 2024 Executive Summary

Posted by Jeff Orr on 21 October 2024

Executive Summary Intelligent Automation Enterprises face a perfect storm of challenges and opportunities. The pace of digital transformation, coupled with increasing customer expectations for personalized experiences, has applied pressure on enterprises to innovate and optimize. Simultaneously, the rapid expansion of data from diverse sources presents an opportunity for insight-driven... Read More

Topics: Digital Technology, Intelligent Automation, IT and Technology-focused Software and Services

Conversational Automation Buyers Guide 2024 Executive Summary

Posted by Jeff Orr on 21 October 2024

Executive Summary Conversational Automation Enterprises face a perfect storm of challenges and opportunities. The pace of digital transformation, coupled with increasing customer expectations for personalized experiences, has applied pressure on enterprises to innovate and optimize. Simultaneously, the rapid expansion of data from diverse sources presents an opportunity for insight-driven... Read More

Topics: Digital Technology, IT and Technology-focused Software and Services, Conversational Automation

Contact Center Basic Buyers Guide 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Contact Center Basic The market for contact center technology is changing to accommodate a broader set of functions and a wider range of software providers offering novel ways of deploying and configuring the tools. Even though many people refer to this market as “CCaaS,” or contact center as a service, the reality is that more than half of seats worldwide are still thought to... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services

Contact Center Advanced Buyers Guide 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Contact Center Advanced Contact center technology has evolved from its roots in call handling into a more sophisticated suite of interlocking applications that serve a series of enterprise functions. In the process, the market for software available for contact centers has become more complex for buyers to navigate. To effectively evaluate the tools on offer, it is useful to... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services

Agent Management Buyers Guide 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Agent Management While contact center operations require very specific technology for things like interaction routing and analysis, customer support is fundamentally a business about managing labor. For decades, contact centers have tolerated attrition rates of as much as 100%—even higher in some sectors. The fundamental tension in centers between maintaining high service levels... Read More

Topics: Customer Experience, agent management, Business-focused Software and Services

Data Intelligence Buyers Guide Executive Summary

Posted by Matt Aslett on 23 September 2024

Executive Summary Data Intelligence Today’s enterprises seek to increase data-driven decision-making to gain competitive advantage and improve efficiency. It is ironic, however, that many organizations lack information about when and how data is used in decision-making processes. The capabilities that provide enterprises with information about how data is generated and consumed across the... Read More

Topics: Data Intelligence, IT and Technology-focused Software and Services, Analytics and Data

Application Integration Buyers Guide Executive Summary

Posted by Matt Aslett on 23 September 2024

Executive Summary Application Integration Data-driven enterprises rely on a complex web of applications to operate efficiently. Individually these applications serve a specific purpose—such as human capital management, supply chain management and enterprise resource planning—but these functions do not operate independently. In order to function, enterprise need to be able to ensure that their... Read More

Topics: Data Intelligence, IT and Technology-focused Software and Services, Analytics and Data, Application Integration

Master Data Management Buyers Guide Executive Summary

Posted by Matt Aslett on 23 September 2024

Executive Summary Master Data Management Despite efforts made by enterprises to be more data-driven, some of the most fundamental questions about an enterprise—such as how many customers it has—remain difficult to answer. Trust in data is foundational for an enterprise to make data-driven business decisions. The problem lies not just in being able to accurately count how many customers the... Read More

Topics: Master Data Management, Data Intelligence, IT and Technology-focused Software and Services, Analytics and Data

Data Quality Buyers Guide Executive Summary

Posted by Matt Aslett on 23 September 2024

Executive Summary Data Quality Maintaining data quality and trust is a perennial data-management challenge, often preventing enterprises from operating at the speed of business. As organizations aspire to be more data-driven, trust in the data used to make decisions becomes more critical. Without data quality processes and tools, enterprises may make decisions based on old, incomplete, incorrect... Read More

Topics: Data Quality, Data Intelligence, IT and Technology-focused Software and Services, Analytics and Data

Data Integration Buyers Guide Executive Summary

Posted by Matt Aslett on 23 September 2024

Executive Summary Data Integration Data integration is a fundamental enabler of a data intelligence strategy. Analysis of individual data sources—customer or product data, for example—can provide insights to improve operational efficiency. However, the combination of data from multiple sources enables enterprises to innovate, improving customer experience and revenue generation, for example, by... Read More

Topics: Data Integration, Data Intelligence, IT and Technology-focused Software and Services, Analytics and Data