Viewpoints (3)

Why Unifying UCaaS and CCaaS Makes Sense

Posted by ISG Software Research on 15 May 2023

Analyst Viewpoint The drive to move communications tools into the cloud was not supposed to create more silos, but unfortunately the division between internally focused business communications tools like phone and chat (Unified Communications as a Service, or “UCaaS”) and contact center solutions (Contact Center as a Service, or “CCaaS”) did just that. Many organizations maintain two separate but... Read More

Topics: Customer Experience

Data Intelligence for Financial Services

Posted by ISG Software Research on 12 May 2023

Analyst Viewpoint Darwin never claimed that evolutionary success came down to survival of the fittest. To the contrary, he stated, “it is not the strongest that survives; but…the one that is able best to adapt and adjust to the changing environment in which it finds itself.” The long list of once thriving businesses that failed because they lacked the agility to evolve as rapidly as their markets... Read More

Topics: Financial Services

Solve the Right Problem by Tying Analytics to Operational Processes

Posted by ISG Software Research on 28 April 2023

Analyst Viewpoint For decades analytics tools have been focused on solving the wrong problem. They’ve been designed to make it easier for business analysts to do ad hoc analyses on behalf of others, instead of enabling business users to perform their own analysis. There will always be a place for ad hoc analyses, but organizations can better meet their day-to-day analytic needs with more... Read More

Topics: Analytics

The Journey to Revenue Management

Posted by ISG Software Research on 25 April 2023

Analyst Viewpoint Revenue Management and its operational support by way of Revenue Operations is a relatively new concept that reflects the reality of changing business models. The rise of the subscription and usage sales models is a driving factor in the change, along with e-commerce and omnichannel selling. The result is that the traditional emphasis on new business from new customers has now... Read More

Topics: Office of Revenue

The CFO Answer Machine: Past, Present and Future Visibility for Small and Midsize Companies

Posted by ISG Software Research on 25 April 2023

Analyst Viewpoint Effective financial management requires the ability to understand an organization’s current condition while having visibility into its potential future state. This enables executives to make consistently better-informed decisions sooner. Unfortunately, few small and midsize businesses (SMB) have that ability because they lack the systems that make this information readily... Read More

Topics: Office of Finance

The Digital Potential of Data Intelligence in Retail

Posted by ISG Software Research on 25 April 2023

Analyst Viewpoint The digital age of data has dramatically transformed organizations by providing the insights that are necessary to confidently make decisions and take action. When applied, this is commonly referred to as Data Intelligence, and it comprises all types of data, from customers, purchases and consumers and from all sources including physical and digital activity aligned to a... Read More

Topics: Retail

Agile Planning for Small and Midsize Organizations

Posted by ISG Software Research on 24 April 2023

Analyst Viewpoint The purpose of planning is to enable executives and managers to make better-informed decisions more consistently. Planning within an organization requires setting objectives and weighing the alternative methods of achieving those objectives, because there are usually multiple potential paths to success. The best results are achieved when the process considers a range of... Read More

Topics: Office of Finance

Digital Transformation with Application Platforms

Posted by ISG Software Research on 24 April 2023

Analyst Viewpoint Digital transformation is achieved by using digital technologies to create new (or modify existing) processes and methods to meet evolving business and market requirements. For finance departments the term is associated with, among other changes, using digital technologies to accelerate schedules, provide organizations with actionable insights, devise more meaningful performance... Read More

Topics: Office of Finance

Automation Should Support the Human Agent

Posted by ISG Software Research on 31 January 2023

Analyst Viewpoint Contact centers are experiencing a golden age of technology, thanks to new tools like artificial intelligence (AI) and cloud computing. Much of what’s new is being used to automate repetitive elements of the agent’s job and allow for more advanced self-service on the part of the customer. Many organizations look to automation to control costs by making people more efficient.... Read More

Topics: Customer Experience

Time to Take Another Look at Today's MDM

Posted by ISG Software Research on 01 January 2023

Analyst Viewpoint Master data management (MDM) as a discipline has been around for decades. And MDM software has been evolving over time to help organizations meet their changing data requirements. But if your understanding of MDM software is even a little bit dated, it’s time to take another look. The early days of MDM were not even about MDM software, because applications dedicated to the... Read More

Topics: Data