Ventana Research Analyst Perspectives

NewVoiceMedia Advance Cloud-Based Contact Center Technology

Posted by Ventana Research on Aug 22, 2014 9:40:30 AM

Recently NewVoiceMedia announced that it has raised $50 million to fund its growth. The company was founded in 2000 in the U.K., initially offering call management and routing as cloud-based systems. Until then, most companies built their contact centers using on-premises private branch exchange (PBX) or automated call distributor (ACD) call management systems, with on-premises call routing and business applications such as customer relationship management (CRM). Some companies offered off-premises business application services, and salesforce.com had just begun to push its CRM in the cloud offering.

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Topics: Customer Analytics, Customer Experience Management, Voice of the Customer, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM

Ventana Research Rates Total Compensation Management Software in 2014 Value Index

Posted by Ventana Research on Aug 22, 2014 9:14:20 AM

Now available from Ventana Research is our Value Index on Total Compensation Management for 2014.  Total compensation management directly addresses one of an organization’s largest investments – employee pay. As such it is a critical activity for supporting other human capital management and talent management processes.

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Topics: SAP, Kenexa, Peoplefluent, SuccessFactors, Decusoft, Towers Watson, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Financial Performance, IBM, Mobility, Oracle, Workforce Performance, ADP, Compensation Management, SumTotal Systems, TCM, total compensation management, Value Index, beqom, Pay for Performance

Oracle Customer Experience in the Cloud

Posted by Ventana Research on Aug 14, 2014 9:17:02 AM

Oracle has a large and diverse set of products and now has most of its business applications operating in the private and public cloud. However, some recent acquisitions have enabled it to focus on cloud-based-products for managing the customer experience. Our next generation customer engagement research has found that customer experience is the top impetus for improving customer engagement as found by almost three quarters (74%) of organizations. Oracle has created a customer experience suite that includes marketing, commerce, service, sales, CPQ and social cloud. In particular the acquisition of RightNow has become the foundation of Oracle Service Cloud.

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Topics: Sales Performance, Social Media, Customer Analytics, Customer Experience Management, Social CRM, Mobile apps, Operational Performance, Business Analytics, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM

Workday Bolsters Human Capital Management

Posted by Ventana Research on Aug 14, 2014 8:46:39 AM

In the past year Workday has been making efforts to improve its human capital management (HCM) suite focused directly on the core human resources management systems and talent management software. In my previous analyst perspective about Workday I looked at its mobile capabilities for HCM. These additions, in concert with the enhancements discussed here, offer useful improvements. I have also noticed changes in the HCM market that impact all large competitors in it, including Workday. Before discussing these changes, it might help to summarize the company’s past three major releases.

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Topics: Big Data, Mobile, Social Media, HCM, Recruiting, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Customer & Contact Center, Workforce Performance, Workday, HR/Payroll

Businesses Must Make Self-Service Reporting a Priority

Posted by Robert Kugel on Aug 3, 2014 9:12:23 AM

One of the charitable causes to which I devote time puts on an annual vintage car show. The Concours d’Élegance dates back to 17th century France, when wealthy aristocrats gathered with judges on a field to determine who had the best carriages and the most beautiful horsepower. Our event serves as the centerpiece of a broader mission to raise money for several charitable organizations. One of my roles is to keep track of the cars entered in the show, and in that capacity I designed an online registration system. I’ve been struck by how my experiences with a simple IT system have been a microcosm of the issues that people encounter in designing, administering and using far more sophisticated  ones. My most important take-away from this year’s event is the importance of self-service reporting. I suspect that most senior corporate executives – especially those in Finance – fail to appreciate the value of self-service reporting. It frees up the considerable resources organizations collectively waste on unproductive work, and it increases responsiveness and agility of the company as a whole.

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Topics: Planning, Sales Performance, Supply Chain Performance, Reporting, Self-service, BizNet Software, Budgeting, dashboard, report, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Information Applications, Workforce Performance, Data, BI, Financial Performance Management, Microsoft Excel, scorecard, Spreadsheets

The Next Generation of Predictive Analytics

Posted by Ventana Research on Aug 3, 2014 8:52:46 AM

Our benchmark research consistently shows that business analytics is the most significant technology trend in business today and acquiring effective predictive analytics is organizations’ top priority for analytics. It enables them to look forward rather than backward and, participate organizations reported, leads to competitive advantage and operational efficiencies.

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Topics: Big Data, Predictive Analytics, Sales Performance, Statistics, advanced analytics, IT Performance, operational analytics, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Data Integration, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Management, Location Intelligence, Operational Intelligence, Workforce Performance, python, r language, stats

NetSuite Rides Wave of Cloud ERP Adoption

Posted by Robert Kugel on Aug 3, 2014 8:19:04 AM

Like other vendors of cloud-based ERP software, NetSuite offers the key benefits of software as a service (SaaS): a smaller upfront investment, faster time to value and potentially lower operating costs. Beyond that NetSuite’s essential point of competitive differentiation from is broad functionality beyond financial management, including capabilities for customer relationship management (CRM), professional services automation (PSA) and human capital management (HCM). These components make it easier for businesses to manage processes from end to end (such as quote- or order-to-cash) as well as to have transactions and business data available in a single system in consistent forms and synchronized. This in turn facilitates real-time reporting, dashboards and the use of analytics that integrate a wider set of functional data. Midsize companies are most likely to benefit from this integration because typically they have smaller, less sophisticated IT staffs than larger ones. A side benefit of having a single, integrated data source is improvement of situational awareness and visibility for executives and managers. It also enables organizations to reduce their use of spreadsheets for stitching together processes, doing routine analyses and reporting. These sorts of activities waste valuable time and reduce an organization’s agility.

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Topics: Microsoft, Mobile, SaaS, Social Media, ERP, HCM, Human Capital, communications, Dynamics AX, Dynamics GP, Dynamics NAV Dynamics SL, process, PSA, reseller, Sage Software, UI, Unit4, user experience, Analytics, Business Analytics, Business Collaboration, Business Performance, Cloud Computing, Financial Performance, Workforce Performance, Accounting, CFO, CRM, FinancialForce, HR, Infor, Social, Financial Performance Management, FPM, Plex, Professional Services Automation, Workday Collaboration