Ventana Research Analyst Perspectives

Nexidia Advances Customer Interaction Analytics

Posted by Richard Snow on Sep 26, 2013 10:17:18 AM

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. The system can also index recordings based on the results of this analysis so that users can search back through the recordings to carry out more detailed analysis of calls they are interested in. Over the past few years Nexidia has advanced its product, now called Nexidia Interaction Analytics, to include other forms of text-based interactions such as text messages, chat scripts and social media posts. In addition to speech and text, it can include other customer and agent information to provide a full picture of interactions.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Speech Analytics, Analytics, Business Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics

Pentaho Doubles Down on Unifying Big Data and Business Analytics

Posted by Ventana Research on Sep 25, 2013 10:50:14 AM

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 Mongo, and enhanced extensibility. With a funding round of $60 million coming less than a year ago and the growing market momentum around big data and analytics and it appears that Pentaho has doubled down at the right time in its efforts to balance the needs of the enterprise with those of the end user.

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Topics: Big Data, IT Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Data Integration, Information Applications, Information Management, Pentaho 5.0

Next-Generation ERP Must Take a Giant Leap

Posted by Robert Kugel on Sep 25, 2013 12:07:27 AM

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 enterprises. Alas, they also are inherently flawed. But perhaps not for much longer.

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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 Goes Mobile for Customer Insight

Posted by Richard Snow on Sep 21, 2013 8:29:18 AM

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 one step further with the recent announcement of a mobile app.

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Topics: Customer Analytics, Customer Experience Management, 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, voice of the customer (VoC)

Tableau Continues its Visual Analytics Revolution

Posted by Ventana Research on Sep 21, 2013 8:14:51 AM

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 ideas and information from different perspectives and to see things that others don’t see. In a similar vein, he went on, Tableau allows us to look at things differently, understand patterns and generate new ideas that might not arise using traditional tools. Chabot key point was profound: New technologies such as Tableau with its visual analytics software can use new and big data sources of information are enablers and accelerators of human understanding.

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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

The Real Truth on Agent Performance and Workforce Optimization

Posted by Richard Snow on Sep 19, 2013 9:06:36 AM

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, and that they increasingly use employees based outside the traditional contact center to handle interactions. Only organizations that handle all these kinds of interactions consistently and with high quality are likely to meet customers’ expectations, deliver satisfying experiences and thereby generate customer loyalty and repeat business.

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Topics: Big Data, Customer Experience Management, Analytics, Business Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, workforce optimization

Vertex Enterprise Helps Tax Departments Increase Effectiveness

Posted by Robert Kugel on Sep 19, 2013 8:31:14 AM

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 substantially more data and a wider array of analytics to promote insight and support more agile decision-making.

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Topics: ERP, GRC, audit, finance transformation, legal, multinational, Tax, tax compliance, tax department, tax optimization, tax planning, Analytics, Business Analytics, Business Intelligence, Business Performance, Financial Performance, CFO, Vertex, FPM, Innovation Awards, international tax

CallCopy Brings Insights to Agent Performance through Analytics

Posted by Richard Snow on Sep 17, 2013 9:10:02 AM

In my last review of CallCopy I wrote that it was moving further from its origin as a call recording vendor by expanding its product range to include workflow optimization applications such as quality monitoring, workforce management, coaching, agent-related analytics, customer satisfaction survey management and capture of non-voice interactions. During a recent briefing I learned that CallCopy is continuing this transformation with Insight, its contact center performance management product. The offering focuses on improving agent performance with enhanced analytics capabilities that enable business insights that can be used to drive process change.

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Topics: Big Data, Customer Analytics, Customer Experience Management, Speech Analytics, Analytics, Business Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, workforce optimization

The Predictive Analytic Evolution of R

Posted by Ventana Research on Sep 10, 2013 12:38:38 AM

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 adoption.

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Topics: Big Data, Predictive Analytics, Analytics, Business Analytics, Business Intelligence, Customer & Contact Center, Information Applications, Information Management, r language

Enkata Launches Action Center for Optimizing Employee Performance

Posted by Richard Snow on Sep 9, 2013 9:44:34 AM

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 Management, Speech Analytics, Enkata, Operational Performance, Business Analytics, Business Performance, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics

Corvisa Cloud Provides Communications Management in the Cloud

Posted by Richard Snow on Sep 5, 2013 9:13:59 AM

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 Management, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Corvisa Cloud