Ventana Research Analyst Perspectives

Transera Delivers Contact Center Interactions in the Cloud

Posted by Richard Snow on Oct 31, 2011 11:22:25 AM

Throughout this year we have seen more vendors begin to offer a contact center in the cloud. The latestis Transera, which offers an integrated set of products that focuses on enabling interactions for customer service agents. It has four main groups of products: operations management, agent management, media and call management, and routing and queuing. 

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Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management, Transera

Workday Rising while Oracle Sleeps in the Clouds

Posted by Mark Smith on Oct 28, 2011 12:05:33 PM

As Workday held its annual Workday Rising conference this week, it’s a good time to note the accomplishments of the company and to provide a fair and balanced coverage that has yet to be spoken by my industry peers for some reason. Co-founder and co-CEO David Duffield, who founded PeopleSoft, champions a set of core values in its culture and leads a workforce that has built a new generation of ERP applications for deployment in the cloud computing environment. The suite brings together human capital management (HCM) applications to manage absence, benefits, compensation, goals, performance, succession and career planning, along with payroll; accounting applications for general ledger, accounts payable, accounts receivable and cash management; and spend management applications for procurement and expenses including labor. Workday prides itself on the innovative design of its application technology, compared to the on-premises approach of PeopleSoft (now part of Oracle). It has received significant financial investment to support development, including $85 million in recent Series F financing, which indicates support for its approach.

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Topics: SAP, Human Capital Management, Kronos, NetSuite, Recruiting, Zuora, Operational Performance, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Oracle, Workforce Performance, Cornerstone OnDemand, Digital Interviewing, Hiring, HRMS, Saba, SumTotal Systems, Talent Management, Taleo, Tidemark, Workday, Workforce Analytics

Successful Price Optimization Has Multiple Dimensions

Posted by Robert Kugel on Oct 28, 2011 9:54:25 AM

As its name suggests, demand-based pricing is a method that uses the buyer’s demand, based on an estimate of a good’s or service’s perceived value to the buyer, as the central element in setting price. Pricing strategies are most important because they can have a disproportionate impact (positive and negative) on a company’s bottom line. Managing prices has always been an activity of keen interest, but it has become even more so over the past decade as a result of the constrained pricing environment.

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Topics: Performance Management, Sales Performance, sales incentives, strategy, Operational Performance, Analytics, Business Analytics, Business Performance, Financial Performance, pricing, incentive management, Price optimization, Profitability, Software

QlikView 11 Advances Collaboration and Changes Course on Mobility

Posted by Ventana Research on Oct 28, 2011 8:13:52 AM

QlikTech recently introduced QlikView 11, the latest version of its business intelligence (BI) software, which emphasizes new collaboration features as well as enhancements to its user interface. In an about-face, though, in its approach to mobile access, the company has moved away from its native iPad application to a browser-based app using HTML5 technology.

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Topics: Mobile, QlikView, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Apple, Business Analytics, Business Intelligence, Business Performance, Collaboration, Customer & Contact Center, Financial Performance, Workforce Performance

Marketing Executives Aren’t Ready for the Social Explosion of Data

Posted by Mark Smith on Oct 27, 2011 3:09:48 AM

I had a chance to review the results of an interesting new global study of chief marketing officers (CMOs) by IBM, and I want to comment on some of its findings. Adding to the pressures facing the CMO today are new challenges in brand promotion and the growing impact of consumer sentiment expressed in several channels, including social media. The research found these to be the top two concerns in marketing and that 65 percent of organizations are not prepared to deal with them. My investigations lead me to agree with these findings.

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Topics: Big Data, Sales Performance, Social Media, Customer Analytics, Market Research, Operational Performance, Business Analytics, Business Mobility, Business Performance, Business Technology, Cloud Computing, Customer & Contact Center, Chief Marketing Officer, Demand Generation

Kinaxis Users Deal with Supply Chain Complexity

Posted by Robert Kugel on Oct 27, 2011 2:53:55 AM

I recently attended Kinaxis’ users’ group meeting and learned some interesting things. The company, which has been around since 1995, provides software for large corporations with complex supply chains. Over the past decade its product has evolved well past its roots as a material requirements planning (MRP) support tool. It is now an analytics suite that facilitates supply and demand planning, analysis and optimization with a focus on sales and operations planning (S&OP). This is a discipline that is much talked about but less well practiced, done effectively by only a handful of very large companies (Cisco, for example) and smaller ones that have defined their functional strategy around S&OP and logistics management. In our S&OP benchmark research, we assessed the degree to which companies have a broad cross-functional representation in the process (a critical aspect of an effective S&OP effort) by asking which parts of the business were involved. When it comes to five of the most important ones – executive management, manufacturing, operations, sales and finance – our research showed that only 21 percent of companies have four or five participating, while 45 percent of companies have none or just one.

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Topics: Planning, Sales Performance, Supply Chain Performance, Budgeting, Kinaxis, logistics, Operational Performance, Business Analytics, Business Collaboration, Business Performance, Cloud Computing, Financial Performance, Supply Chain, demand, Integrated Business Planning, point-of-sale, S&OP

IBM Brings Business Analytics to Apple iPad

Posted by Mark Smith on Oct 27, 2011 1:48:04 AM

Fulfilling its intention to make it easier to access and use analytics and business intelligence, IBM released its Cognos Mobile application natively for the Apple iPad. Of course IBM is not the first to release a native application for the tablet, and many might say that it is late in doing so, but in reality the market for dedicated applications on tablets is just heating up. The adoption rate of the iPad as the tablet of choice for business continues to grow, and while statistics are not yet available our research has found a groundswell of interest this year and last among businesses in mobility for analytics and BI. In this context, the mobile app is significant for IBM Cognos. It has delivered software for mobile technology including smartphones for over a decade, but the new application was carefully designed to establish a foundation for upcoming incremental releases in the tablet format.

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Topics: Microsoft, Sales Performance, Supply Chain Performance, Android, Google, Playbook, RIM, Operational Performance, Apple, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Chief Information Officer, IBM, Mobility, Workforce Performance, Blackberry, Cognos

Interactive Intelligence Offers Trial Access to Contact Center in the Cloud

Posted by Richard Snow on Oct 25, 2011 11:08:10 AM

Cloud computing offers companies opportunity to innovate in the ways their contact centers handle customer interactions. Systems vendors have been gradually moving call and other interaction management to the cloud, along with some of the core applications required to operate a contact center such as call recording, workforce management and analytics. Interactive Intelligence is one of the front runners in this market with its Customer Interaction Center. To approach potential customers that aren’t convinced of the virtues of cloud-based systems, Interactive Intelligence recently launched a new service, Quick Spin, a trial version of the its suite.

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Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management

Moments of Truth in the Customer Experience

Posted by Richard Snow on Oct 21, 2011 12:06:10 PM

I find that customer experience management (CEM) means different things to people. Recently I attended a seminar organized by Rapide, a U.K. technology vendor that specializes in helping companies improve their interactions with customers. The seminar included talks from speakers I don’t normally associate with CEM, and they opened up a new perspective that revolves around a concept I first explored while working at Price Waterhouse Consulting: Moments of Truth.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Rapide, Operational Performance, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

Planning for Fixed-Asset Investment Requires the Right Tool Not Just a Spreadsheet

Posted by Robert Kugel on Oct 20, 2011 9:12:13 AM

In today’s economy, all companies are contending with a dynamic business environment characterized by volatile commodity prices and exchange rates, a shaky global financial system and slow growth in many countries. Many of them rely heavily on desktop spreadsheets to support the data collection and analysis related to their capital-asset planning. However, spreadsheets have inherent limitations that make them the wrong choice.

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Topics: Planning, SAP, forecasting, Planview, Budgeting, contingency, Operational Performance, Business Performance, Financial Performance, IBM, Oracle, agile, capital spending, optimization, volatility

Oracle Invests Into Information Applications by Acquiring Endeca

Posted by Ventana Research on Oct 20, 2011 8:46:03 AM

In a move that may indicate the beginning of a new wave of activity in the business intelligence (BI) market, Oracle has announced its intention to acquire Endeca. Founded in 1999, Endeca originally focused on search capabilities for online commerce. Users selected a product attribute, and the software automatically revised the remaining selection criteria based on products matching the previous selection. We have been covering Endeca as part of the BI and information applications marketing. For instance, if the products only come in one color, the color attribute would be removed from the selection criteria and possibly replaced by other relevant criteria. Most of us take this behavior for granted as it has been adopted or imitated by many e-commerce sites and other Web properties.

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Topics: Predictive Analytics, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Information Applications, Workforce Performance

SuccessFactors Takes Learning to a New Plateau

Posted by Mark Smith on Oct 19, 2011 10:53:32 AM

Attendees at the SuccessFactors Insights conference and those of us on Twitter socializing with the Insights11 hashtag in San Diego this week was designed for Plateau customers who came to the final conference that was scheduled prior to its acquisition by SuccessFactors. The conference provided educational and customer content in an agenda focused on developments in the previous Plateau learning management system (LMS) and new products that SuccessFactors is integrating with it. SuccessFactors brings significant number of assets that the Plateau technology and people can leverage from its global scale and operations to the product release and customer operations centers for cloud computing delivery of its applications.

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Topics: Sales Performance, Social Media, Human Capital Management, Learning Management System, Recruiting, Operational Performance, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Workforce Performance, Digital Interviewing, Hiring, HRMS, Talent Management, Workforce Analytics

Hiring Goes Digital with HireVue

Posted by Mark Smith on Oct 17, 2011 11:33:02 AM

A vendor I have been tracking and got to examine at the recent HR Technology Conference has a tool to help businesses improve their talent management that I had profiled this company in my talent management guide for the eventHireVue’s Digital Interview Platform records interviews and enables hiring managers to review candidates’ responses to critical questions.

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Topics: Sales Performance, Social Media, Human Capital Management, Recruiting, Operational Performance, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Workforce Performance, Digital Interviewing, Hiring, HRMS, Talent Management, Workforce Analytics

Teradata: All in the Family of Appliances and Big Data

Posted by Ventana Research on Oct 15, 2011 4:33:55 AM

Teradata recently held its Partners User Group meeting (Twitter hashtag #TDPUG11) in San Diego. Analysts were briefed previously on some of the announcements, which I covered in an earlier post.

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Topics: Appliances, Aster Data, Data Warehousing, Predictive Analytics, Sales Performance, Supply Chain Performance, Teradata, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Workforce Performance

Oracle Big Data Appliance and Cloud Computing Stands on Shoulders of Giants

Posted by Ventana Research on Oct 15, 2011 4:05:46 AM

Oracle made several announcements at its recent Open World event demonstrates its strengths in the business computing market but also that it is standing on the shoulders of giants. The company has developed the expertise, processes and market share to scale out the ideas and innovations of others. Don’t get me wrong: That statement is not an indictment. Large organizations often have challenges with innovation. They are not as nimble as their smaller competitors. On the other hand, small organizations often have challenges scaling out their successes. In an earlier post I characterized the software market as a sort of ecosystem, and this is how it works. Large organizations often look to imitate or acquire smaller firms for their innovations.

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Topics: Appliance, Big Data, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Cloud, Customer & Contact Center, Financial Performance, Hadoop, NoSQL, Oracle, Workforce Performance

New Customer and Contact Center Technology at Call Centre Expo

Posted by Richard Snow on Oct 15, 2011 3:33:21 AM

I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase.

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Topics: Predictive Analytics, SAP, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Attensity, Aurix, CallCopy, Enghouse interactive, Enkata, Genesys, mplsystems, NewVoicemedia, Nexidia, ShoreTel, Operational Performance, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Workforce Performance, 360-degree view of the Customer, Agent Performance Management, Call Center, Cisco, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management, Altitude Software, and Verint, cTalk Ltd, Noble Systems, sword-ciboodle

A Practical Look at Driver-Based Planning

Posted by Robert Kugel on Oct 12, 2011 11:23:22 AM

I hadn’t thought about the exact definition of “driver-based planning” until the question came up in the context of our planning benchmark research showing that only 6% of companies with more than 100 employees do driver-based planning. Broadly defined, the term could be applied to the use of any spreadsheet-planning model because these almost always have built-in volume-times-price formulas, which are components of driver-based plans. However, this is not what most people have in mind when they talk about driver-based planning, and that’s reflected in the low percentage of those employing the technique.

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Topics: Performance Management, Planning, Sales Performance, Modeling, Budgeting, driver-based, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Performance, Financial Performance, Workforce Performance, Applications, best pracices, business value, cash flow, challenge, financial planning, spreadsheet

The Value and Limits of the Term “GRC”

Posted by Robert Kugel on Oct 11, 2011 10:39:56 AM

My colleague Mark Smith and I have frequently commented on the artificiality of the emerging software category governance, risk and compliance (GRC). To be sure, once stand-alone categories of software (IT governance, audit documentation and industry-specific compliance management, to name three examples) have started what I expect to be a long convergence process. Moreover, since just about all controls and risk management efforts require a secure IT environment to be effective, there is a growing interdependence between effective IT governance and everything else connected with enterprise GRC.

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Topics: Governance, GRC, enterprise risk management, ERM, risk metrics, vendor selection, Operational Performance, Business Performance, Financial Performance, compliance, Risk, risk management, controls, IT governance

Visier Is a New Force in Workforce Analytics

Posted by Mark Smith on Oct 7, 2011 12:20:25 PM

In the last year some software vendors have been developing a new generation of workforce analytics that leaves pie and bar charts behind in their dashboards and reports in favor of a more intuitive approach. One such company, Visier,is now demonstrating such a fresh approach, which exemplifies what business analytics in general and especially those used to optimize and understand the workforce should look like. I spent time at the HR Technology Conference and Expo in Las Vegas this week reviewing the software and talking with the development team to learn about the company and its products.

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Topics: Mobile, Sales Performance, Social Media, Supply Chain Performance, Human Capital Management, Operational Performance, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Workforce Performance, HRMS, Talent Management, Workforce Analytics

Steve Jobs Leaves an Indelible Mark on Business Intelligence

Posted by Ventana Research on Oct 7, 2011 9:35:15 AM

About 30 years ago, perhaps on this very day, I was sitting in front of an Apple II working on a VisiCalc spreadsheet. At the time, I don’t think I even knew who Steve Jobs was. I wasn’t in the software industry yet. I was working for a public accounting firm. The Apple II sat in a corner of the office “typing pool.” For those of you who don’t know what a typing pool was, there was no swimming involved – it was a group of full-time employees with dedicated equipment who did all the typing and word processing tasks of the office.

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Topics: Mobile, Sales Performance, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Visualization, Workforce Performance

Is Oracle Social Network Worth a Look?

Posted by Mark Smith on Oct 7, 2011 9:27:27 AM

Oracle unveiled its Social Network at Open World, but it seems most in the industry weren’t aware of it – or maybe Oracle does not want  them to pay much attention to it. My synopsis is that Oracle Social Network is definitely a work in progress that, even by Oracle own yardsticks of marketing and accessibility, is not ready to for enterprise use.

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Topics: Mobile, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Oracle, Workforce Performance

Apps Hard To Find at Oracle Open World

Posted by Robert Kugel on Oct 7, 2011 9:00:21 AM

The assessment of a major focus of Oracle Open World by my colleague David Menninger sums up what I also see as the key strategic element of the event: the new appliance including that called Exalytics. My focus as an industry analyst is on the needs of the line-of-business user, not IT. And that’s the source of my ongoing frustration with this event: It’s not an application user’s conference, especially compared to the PeopleSoft and Hyperion annual gatherings of the past before Oracle acquired and absorbed them. Open World seems almost grudging in addressing their needs, and so it’s not surprising that there don’t appear to be many business users here. For example, other than the Finance IT folks, I’m not sure who from the finance organization was in attendance. In their case, most companies with fiscal years ending in December, March, June or September – and these constitute the vast majority of corporations – are busy with their quarterly financial close this week. Applications sessions focused on the basics and, while I might have missed the one or two line-of-business  show-stopper success stories, the ones I saw were ho-hum. Another indication that applications are not the focus of the event is the location of the Hyperion breakout sessions, which were a 15-minute walk from the Moscone Center this year.

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Topics: Hyperion, Open World, technology stack, vertical, Analytics, Business Performance, Financial Performance, Oracle, Applications, financials, Fusion Applications

Cloudy Forecast for Oracle Fusion for CRM and HCM

Posted by Mark Smith on Oct 7, 2011 8:50:02 AM

I did not go to Oracle OpenWorld this year because it seemed the company was fixated on appliances and technology with little  emphasize on its Fusion applications business, which the focus on business is a major interest of our firm. Based on the reports of my colleagues on its applications discussion (See: “Apps Hard to Find at Oracle Open World“) and Oracle Exalytics (See: “Oracle Unveils BI Appliance Called Exalytics“) and my review of Oracle’s online materials and keynotes, I was right to skip it. The week was full of diatribes about appliances and infrastructure, while applications played second fiddle. This is a longstanding imbalance for Oracle, perhaps understandable given its history and the need to build revenue from its expensive Sun Microsystems hardware acquisition.

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Topics: Mobile, Sales Performance, Social Media, Supply Chain Performance, Hyperion, Open World, technology stack, vertical, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Oracle, Workforce Performance, Applications, financials, Fusion Applications

Just Buying Software Does Not Add Value

Posted by Robert Kugel on Oct 4, 2011 10:02:29 AM

I read a blog post by Ben Lamorte, VP of marketing and sales at Alight Planning who delivers business and financial planning applications, who askswhy financial reporting tools deliver no business value. This led me to think that there are more than a few ways to waste money buying software, but I want to focus on one of the most common ones: assuming that having a new application will automatically improve your business (or believing a vendor who tells you that it will).

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Topics: Planning, Agility, Reporting, Budgeting, Operational Performance, Business Collaboration, Business Performance, Financial Performance, Workforce Performance, innovation

The Unofficial Business Technology Guide for HR Technology Conference

Posted by Mark Smith on Oct 3, 2011 12:42:35 PM

The HR Technology Conference and Expo in Las Vegas that begins today will showcase an array of new business technology innovations for human capital management and talent management. The business technology to help human resources professionals is evolving dramatically, and this is a place for HR and workforce management professionals to find new methods that help increase productivity and optimize business outcomes. Early this year our firm defined five business technology innovations that will be vitally important in this decade for HR as well as other lines of business: They are cloud computing, social media, mobility, analytics and collaboration. Each of these when integrated with business and workforce processes can improve worker/manager interactions, and when combined they can have a widespread impact across the enterprise.

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Topics: Mobile, Performance Management, Social Media, Human Capital Management, human resources, Metrics, performance indicators, Recruiting, Operational Performance, Apple, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Workforce Performance, Compensation, productivity, talent acquisition, Talent Management, Workforce Analytics, workforce software

The Unofficial Talent Management Guide for HR Technology Conference

Posted by Mark Smith on Oct 3, 2011 12:33:15 PM

The HR Technology Conference and Expo in Las Vegas that begins today will showcase an array of new applications for talent management. The array of applications and advancements to help human resources professionals is evolving dramatically, and this is a place for HR and workforce management professionals to find new methods that help increase productivity and optimize business outcomes. The five business technologyinnovations that will be vitally important in this decade for HR as well as other lines of business: They are cloud computing, social media, mobility, analytics and collaboration. If you want to read what is new in these areas, you can read my business technology guide to the conference.  Each of these when integrated with talent management processes can improve the potential of your workforce and help recruit and retain talent.

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Topics: Mobile, Performance Management, Social Media, Human Capital Management, human resources, Metrics, performance indicators, Recruiting, Operational Performance, Apple, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Workforce Performance, Compensation, productivity, talent acquisition, Talent Management, Workforce Analytics, workforce software

The Unofficial Talent Management Guide for HR Technology Conference

Posted by Mark Smith on Oct 3, 2011 11:22:13 AM

The HR Technology Conference and Expo in Las Vegas that begins today will showcase an array of new applications for talent management. The array of applications and advancements to help human resources professionals is evolving dramatically, and this is a place for HR and workforce management professionals to find new methods that help increase productivity and optimize business outcomes. The five business technologyinnovations that will be vitally important in this decade for HR as well as other lines of business: They are cloud computing, social media, mobility, analytics and collaboration. If you want to read what is new in these areas, you can read my business technology guide to the conference. (URL FROM OTHER BLOG) Each of these when integrated with talent management processes can improve the potential of your workforce and help recruit and retain talent.

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Topics: Mobile, Performance Management, Social Media, Human Capital Management, human resources, Metrics, performance indicators, Recruiting, Apple, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Operational Intelligence, Workforce Performance, Compensation, productivity, talent acquisition, Talent Management, Workforce Analytics, workforce software

Oracle Unveils the BI Appliance Called Exalytics

Posted by Ventana Research on Oct 3, 2011 11:13:31 AM

Oracle kicked off its Open World 2011 conference with the announcement ofExalytics, a new data warehouse appliance specifically for business intelligence (BI). Three years ago when Oracle introduced the Exadata product line it was based on hardware from Hewlett-Packard. Since then it has acquired Sun Microsystems and replaced the HP components in Exadata, assuming complete control over the hardware and software included in the appliance. Oracle also introduced two other appliance products: Exalogic, which is focused on Oracle Applications, and more recently the Oracle Database Machine. Oracle’s new tag line, “Hardware and software, engineered to work together,” indicates its emphasis on these appliances and the potential for more, perhaps even some to be announced at Open World.

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Topics: Appliance, Sales Performance, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Exalytics, Financial Performance, Oracle, Visualization, Workforce Performance