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        ISG Software Research Analyst Perspectives

        In a very quiet and very subtle move, Callidus Software  (NASDAQ: CALD) has offered to purchase the assets of ForceLogix for about $3.75 million. This sales applications software company provides sales coaching software to help sales managers realize the full value of their sales representatives. In 2010, Callidus Software entered into an OEM agreement to embed ForceLogix within a new offering called Sales Coaching; it clearly concluded that the opportunity to expose the application to further...

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        Topics: Sales Performance, Salesforce.com, Sales Coaching, Sales Effectiveness, Sales Operations, Operational Performance, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, Governance, Risk & Compliance (GRC), Workforce Performance, Callidus Software, Sales Performance Management

        Contact centers face a number of challenges beyond simply answering customer calls. Among them are improving  customer satisfaction, increasing the number of calls resolved at the first attempt and ensuring agents comply with  regulations. But chief among these, my research into contact center analytics shows, is the mandate to reduce the average length of time it takes to complete calls.

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        Topics: Customer Experience, Nexidia, Operational Performance, Customer & Contact Center, Call Center, Cisco, Contact Center, CRM

        Wall Street has many leading indicators to work with, some serious – such as housing starts and the purchasing managers’ index – and some done a bit tongue-in-cheek. One of the latter is the Super Bowl Indicator, which says that if a team from the original National Football League wins the game, the market will be up for the year, but if an old American Football League team wins it, the market will be down. The amazing thing is that so far this heuristic has an accuracy rate better than 75%! On...

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        Topics: Sales Performance, Salesforce.com, IT Performance, Operational Performance, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Enterprise Software, Financial Performance, Information Management

        At the 2010 Dreamforce conference (Twitter #df10) in San Francisco, about 18,000 people gathered to learn about the latest in salesforce.com’s applications and technology. Attendees from sales organizations might have been looking for some depth on the next generation of applications to support their sales processes or what the vendor will do to help sales managers manage, sales reps sell products and sales operations support it all. Certainly it’s reasonable for a sales force automation (SFA)...

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        Topics: Sales, Sales Performance, Salesforce.com, Operational Performance, Analytics, Cloud Computing, Customer Service

        SAP is in the process of acquiring certain financial disclosure management software assets from cundus, a German provider of BI and performance management software. SAP will be buying cundus’ Financial Statement Factory and informationCollector, which together manage the collaborative creation and editing of financial and management reports using both structured and unstructured information. SAP expects to complete the deal by the end of 2010.

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        Topics: ERP, Financial Applications, Uncategorized, CFO, finance, Financial Performance Management

        One of the prominent salesforce.com partners on display at the recent Dreamforce in San Francisco was FinancialForce.com. It’s one of a growing list of providers of in-the-cloud accounting and finance packages built on the Force.com platform. Like other of these accounting vendors (such as CompiereIntacctNetsuite and - to some extent and eventually– Workday), it aims principally at companies that have outgrown entry-level accounting software such as Intuit’s QuickBooks. (I covered the...

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        Topics: ERP, Financial Applications, Business Performance, Cloud Computing, Financial Performance, CFO, finance

        Last week I attended salesforce.com’s Dreamforce user conference in San Francisco (Twitter #DF10). As a user of salesforce applications for the last four years in my previous positions, I was familiar with its analytic capabilities, or lack thereof. Certainly you can accomplish simple reporting and produce dashboards displaying salesforce data, which is adequate for narrowly focused reporting and analysis. However, as a user I was underwhelmed. For example, there are no built-in capabilities...

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        Topics: Sales, Salesforce.com, Analytics, Cloud Computing, Customer Service, Uncategorized

        At the SAP Global Influencer Summit (Twitter #SAPSummit) that I just assessed the company addressed, among many other things, its SAP CRM vision and recent advances. SAP has shifted its focus from standard customer relationship management (CRM) to the customer lines of business where professionals increasingly see that the enterprise customer experience should span channels and processes in marketing, sales and customer service. SAP now is focusing on specializing its applications for a...

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        Topics: SAP, Customer Experience, Operational Performance, Analytics, Business Performance, CIO, Customer & Contact Center, Enterprise Software, CRM

        Vishal Sikka raised an important point about the software business during his remarks at the SAP Global Influencer Summit that my colleague just assessed (See: “SAP Elevates Technology Strategy for Enterprise Software and Solutions“). He contrasted the business strategy of consolidation that other companies are pursuing with his view of SAP’s strategy of innovation. In one sense, this assertion is an attempt to disparage Oracle’s and to some extent IBM’s approach to constructing an IT business...

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        Topics: SAP, Analytics, CIO, Cloud Computing, Collaboration, Enterprise Software, Mobility, Uncategorized

        A friend of ours, Doug Henschen, showed up in my inbox last week in a new guise. Doug for years edited the TechWeb (and before that CMP) publication Intelligent Enterprise, and in my opinion did a great job of distilling all that was important in BI and the enterprise use of information for competitive advantage.

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        Topics: Editorial, Journalism, Uncategorized, News, Publishing

        One of the problems in the contact center and IT worlds is that terms mean different things to different people. Take “contact center” for example. The meaning was clear when it was just the call center because people knew it was a place that centralized the handling of customer phone calls. It became the virtual call center when calls were distributed over multiple sites. Then it became the contact center because some companies started to ask agents (a term that is interchanged with customer...

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        Topics: Customer Experience, Cloud Computing, Uncategorized, Call Center, Contact Center, Contact Center Analytics, CRM, Verint

        At this year’s Influencer Summit (Twitter: #SAPSummit) SAP’s executive leadership team summarized the company’s progress in 2010 and described its plans for the coming year in a range of technologies. The event led off with co-CEO Jim Hagemann Snabe discussing by video from Germany the business and technology areas in which SAP expects growth in 2011. Jim focused SAP’s efforts in on-premises and on-demand delivery, mobility and in-memory computing, which are important to a new generation of...

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        Topics: SAP, Analytics, Business Intelligence, CIO, Collaboration, Enterprise Software, Mobility

        Near the top of one of the best columns I’ve read on l’affaire Wikileaks is this assertion: “Clearly, there is no longer such a thing as a safe electronic archive, whatever computing's snake-oil salesmen claim. No organisation can treat digitised communication as confidential. An electronic secret is a contradiction in terms.”

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        Topics: Data Integration, Information Management, Uncategorized

        Talend, a vendor of open source data integration tools, recently announced its acquisition of Sopera, an open source application integration company whose products are based on a service-oriented architecture (SOA). It simultaneously announced an additional $34 million of funding. As I pondered what the announcements mean, I couldn’t help but think of the bigger picture. Is this entrepreneurial action typical of an open source vendor?

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        Topics: SOA, Talend, Business Intelligence, CIO, Data Integration

        A few weeks back I wrote about how NICE Systems was venturing into the back office and my surprise that the core smart desktop product it had acquired with eglue, while a key part of this initiative, seemed to have disappeared as a stand-alone offering. Since then NICE has corrected my impression, pointing out that the product is still available in pretty much the same form as always. The problem is that you have to look hard to find it because it has been renamed Real-Time Process Optimization...

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        Topics: Customer Experience, NICE Systems, Uncategorized, Call Center, Contact Center, CRM

        No one has seemed to notice that in the last several months, Hewlett-Packard has quietly made changes to its participation in the enterprise software market; this will significantly change HP’s value for CIOs and IT organizations in regards to business intelligence (BI) technologies.

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        Topics: Data Warehousing, IT Performance, IT Research, Operational Performance, Analytics, Business Intelligence, Business Performance, Enterprise Software, Governance, Risk & Compliance (GRC), HP, Information Applications, Information Management, HP Neoview

        Years ago I was given a tour of a company’s factory by the CEO who was credited with engineering its recent turnaround. We were walking along a gallery one story above the shop floor when he pointed down to it and told me that when he first looked down on this scene he saw people dashing madly back and forth. Rather than taking that as a good sign of a busy factory, he said it was a clear indication to him of how inefficient the operation was and why the company was losing money. He immediately...

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        Topics: Sustainability, Environment Management, Uncategorized, CFO, finance, Green

        If you’ve walked past a playing TV recently, there’s a good chance you’ve noticed that Microsoft thinks it can profit from “The Cloud.” The folks in Redmond would have you store your pictures there so the family can access them, use it to collaborate over the weekend in a small business – you name it, Cloud Power can do it.

        The cloud is much discussed in the business arena these days as well, but that conversation is being driven, I suspect, by an interest not in power but in cost. Enterprise...

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        Topics: ERP, Cloud Computing, Data Integration, Uncategorized, CRM

        A colleague recently asked of an online professional group of which we’re members, “Is your personal computer faster than the one the boss gave you?” While answers are still trickling in, it looks pretty clear that the answer is, “Yes, of course.”

        Now, we do tend a bit toward the geeky, so there’s a bit of built-in bias. But it also stands to reason that business- and corporate-issued technology tools will lag in performance a bit behind what we choose to have in our dens or studies or family...

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        Topics: Data Integration, Information Management, IT Analytics

        Someone slashed the top on my convertible a few days ago in a futile effort to find something of value. He or she got nothing; the perpetrator also managed to cost me at least the $500 deductible and, far worse, throw me into the maw of the monster that is the auto insurance bureaucracy.

        What will come out the other end still remains to be seen; I’ll keep you posted. But what this unexpected event brought home to me – OK, call me a bit strange – is the importance of the information management...

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        Topics: Data Integration, Information Management

        Ventana Research recently completed its 2010 Financial Performance Management Value Index of the major financial performance management suites. Financial performance management (FPM) is the process of addressing the often overlapping issues around people, process, information and information technology that affect how well finance organizations operate and support the activities of the rest of the organization. FPM deals with the full cycle of finance department activities including planning,...

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        Topics: SAP, ERP, Financial Applications, Financial Performance, CFO, finance, Financial Performance Management
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