Nexidia is best known as a vendor of speech analytics. It was one of the first in this market, and a key differentiator is that its product uses phonetics to identify words and phrases embedded in recordings of phone calls. This capability has the advantage over standard word and phrase spotting because users don’t have to create a dictionary of words they want to spot. Thus the software can analyze calls and identify their content without users having to predetermine what it should look for....
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Topics:
Big Data,
Customer Analytics,
Customer Experience,
Speech Analytics,
Analytics,
Business Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Text Analytics
Pentaho recently announced Pentaho 5.0 which represents a major advancement for this supplier of business analytics and data integration software as well as for the open source community to which it contributes and supports. In fact, with 250 new features and enhancements in the 5.0 release, it’s important not to lose the forest for the trees. Some of the highlights are a new user interface that caters to specific roles within the organization, tight integration with emerging databases such as...
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Topics:
Big Data,
Pentaho,
IT Performance,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
Customer & Contact Center,
Data Integration,
Information Applications,
Information Management
Enterprise resource planning (ERP) systems emerged in the 1990s. Even though they don’t do much in the way of planning, the systems provide companies a means of centralizing and consolidating transaction data collection (such as purchase orders, inventory movements and depreciation), automating the management of processes, and handling the bookkeeping and financial record keeping for these transactions and related processes. ERP systems are an indispensable piece of IT infrastructure in today’s...
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Topics:
Mobile,
SAP,
Social Media,
Supply Chain Performance,
ERP,
Operational Performance,
Analytics,
Business Collaboration,
Business Performance,
Cloud Computing,
Financial Performance,
Oracle,
CFO,
Infor,
Workday,
Social,
FPM,
Intacct
ResponseTek is a well-established player in the marketing and customer feedback markets. It has four products that cover market research, customer feedback, knowledge management and media monitoring, that enable companies to capture comments made on public sites, typically social media-based. Its customer feedback products support creation, collection and analysis of feedback through multiple channels, as I have noted, including mobile devices. ResponseTek has now taken its support for mobile...
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Topics:
Customer Analytics,
Customer Experience,
Customer Feedback Management,
Speech Analytics,
Self-service,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
Text Analytics
In his keynote speech at the sixth annual Tableau Customer Conference, company co-founder and CEO Christian Chabot borrowed from Steve Jobs’ famous quote that the computer “is the equivalent of a bicycle for our minds,” to suggest that his company software is such a new bicycle. He went on to build an argument about the nature of invention and Tableau’s place in it. The people who make great discoveries, Chabot said, start with both intuition and logic. This approach allows them to look at...
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Topics:
Sales Performance,
IT Performance,
Operational Performance,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
CIO,
Cloud Computing,
Customer & Contact Center,
Information Applications,
Information Management,
Location Intelligence,
Visualization,
Data
Ventana Research believes that in today’s highly competitive markets the most important factor is the customer experience, or to be more precise, the way agents handle customer interactions and their outcomes from the perspectives of both customers and businesses. Our research on the contact center in the cloud shows that to reach customers organizations are deploying channels of interaction beyond the telephone, such as Web-based chat and self-service, mobile text messaging and social media,...
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Topics:
Big Data,
Customer Experience,
Analytics,
Business Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics
Technology for the Office of Finance can have transformative power. Although progress has been slow at times, today’s finance organizations are fundamentally different from those of 50 years ago. For one thing, they require far fewer resources (chiefly people) to perform basic accounting, treasury and corporate finance tasks. In addition, public corporations report results sooner – sometimes weeks sooner – than they could in the mid-20th century. And finance departments are able to harness...
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Topics:
ERP,
GRC,
Office of Finance,
audit,
finance transformation,
Tax,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
Financial Performance,
CFO,
Vertex,
FPM,
Innovation Awards
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Topics:
Big Data,
Customer Analytics,
Customer Experience,
Speech Analytics,
Analytics,
Business Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Text Analytics
R, the open source programming language for statistics and graphics, has now become established in academic computing and holds significant potential for businesses struggling to fill the analytics skills gap. The software industry has picked up on this potential, and the majority of business intelligence and analytics players have added an R-oriented strategy to their portfolio. In this context, it is relevant to look at some of the problems that R addresses and some of the challenges to its...
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Topics:
Big Data,
Predictive Analytics,
Analytics,
Business Analytics,
Business Intelligence,
Customer & Contact Center,
Information Applications,
Information Management
Enkata, as I wrote not long ago is continuing to expand the range and capabilities of its products for optimizing employee actions while maintaining a firm foothold in analytics for the contact center and agents. Its latest release, Action Center, maintains this position with a focus on improving employee performance.
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Topics:
Customer Analytics,
Customer Experience,
Speech Analytics,
Enkata,
Operational Performance,
Analytics,
Business Analytics,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
Desktop Analytics,
Text Analytics
Our benchmark research on the contact center in the cloud shows that today organizations have to support more channels of interaction with their customers in order to provide superior customer service. This places pressure on companies to find systems that provide integrated management of communications channels at affordable prices, are easily managed and accessible with the skills their employees have, and above all meet the needs of the business.
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Topics:
Salesforce.com,
Customer Analytics,
Customer Experience,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Corvisa Cloud