Ventana Research Analyst Perspectives

NICE and the Customer Experience Platform

Posted by Richard Snow on Mar 22, 2017 7:50:20 AM

In tracking NICE for a decade I have seen the company grow, through a series of acquisitions and product developments, from a vendor largely of workforce management systems to one that offers a full suite of workforce optimization products. It is now advancing what I call a customer experience platform that builds on top of my last coverage of it advancing its efforts. This includes systems to manage assisted channels of engagement (primarily the telephone), digital channels of engagement, workforce optimization, advanced analytics and tight integration with business applications such as CRM. NICE is on the road to building such a platform using existing and newly developed products and those that it recently acquired from Nexidia and inContact. It will take time before a fully integrated platform is available, but the company has already taken steps toward this goal.

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Topics: Big Data, Customer Analytics, Customer Engagement, Customer Experience, Mobile Technology, cloud computing, Analytics, Customer Service, Contact Center, CRM, workforce optimization, digital technology, Collaboration for Business

Optimizing the Business of Selling in 2017

Posted by Mark Smith on Mar 20, 2017 9:22:16 AM

I am happy to provide my personal perspective on the potential of sales organizations, processes and technology to supercharge business activity in 2017. The sales processes of organizations – whether they involve digital commerce or direct or indirect physical selling – should be part of continuous optimization efforts to reach maximum results. To do this, the people leading and running sales processes must be able to use technology that supports their responsibilities and analyzes the crucial information coming into the business. For almost 15 years, we have advocated for sales applications and tools that are necessary to optimize sales effectiveness and improve the outcomes of their sales efforts. The available portfolio is much larger than sales force automation (SFA) and involves more than the continued use of CRM, which has clear limits in its ability to manage customer relationships. The applications on offer include many facets of sales:  coaching, compensation management, contract management, configure price quote (CPQ), forecasting, quota and territory management, planning and optimization, pricing and revenue optimization, and target or market intelligence. New applications designed for sales also enable digital effectiveness that can transform organizations. Let me provide my perspective on six topics that are shaping the way sales can and should operate in 2017, and which are part of our sales research agenda for the year.

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Topics: Big Data, Sales, Machine Learning, Mobile Technology, cloud computing, Product Information Management, Sales Performance Management, analytics, digital technology, Billing and Recurring Revenue, Digital Commerce, Operations & Supply Chain, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Collaboration for Business, Sales Planning and Analytics

IoT Challenges Organization and Technological Readiness

Posted by David Menninger on Mar 14, 2017 11:04:56 PM

The Internet of Things (IoT) is a technology that extends digital connectivity to devices and sensors in homes, businesses, vehicles and potentially almost anywhere. This advance enables virtually any device to transmit its data, to which analytics can then be applied to facilitate monitoring and a range of operational functions. IoT can deliver value in several ways. It can provide organizations with more complete data about their operations, which helps them improve efficiencies and so reduce costs. It also can deliver a competitive advantage by enabling them to reduce the elapsed time between an event occurring and operational responses, actions taken or decisions made in response to it.

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Topics: Big Data, Wearable Computing, Internet of Things, analytics, digital technology

Ventana Research Unveils New Digital Marketing Mastery

Posted by Mark Smith on Dec 17, 2016 12:21:00 AM

Today’s rapid changes in technology have left many companies behind in the digital transformation that is shaping the future of marketing, sales, commerce and client engagement. At Ventana Research we have seen this change coming, having been close observers and analysts of technological shifts for almost 15 years, providing continuous research and guidance to the technology industry. Now the leading edge is the digital point of engagement with customers through websites and social media. Earlier this year I wrote about mastering marketing mayhem in a meaningful, meticulous manner explaining how organizations can adapt to the new digital reality. Well, we are taking our own advice. Ventana Research spent the first half of 2016 reflecting on lessons learned and best practices from our research and advisory efforts. The result is our new community and website, www.ventanaresearch.com that we have announced and is available for everyone on the Internet. With it we strive to set an example of simplicity in engaging an audience in need of insights and education on technology applied to business.

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Topics: Customer Experience, Marketing, Marketing Performance Management, Mobile Technology, cloud computing, digital technology, Digital Marketing