Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Service, Speech Analytics, Text Analytics, Customer Experience, Analytics
Infor recently held its annual Inforum user group meeting, along with a series of sessions with analysts. The $2 billion business software company has products in the major categories of ERP (including enterprise financial management), human capital management, customer relationship management and performance management among others.
Topics: Analytics, Business Analytics, Business Collaboration, Business Performance, CFO, Cloud Computing, Collaboration, Customer & Contact Center, Dynamics AX, Dynamics GP, Dynamics NAV Dynamics SL, ERP, Financial Performance, FinancialForce, HANA, HCM, HR, Human Capital, Infor, Kenandy, Microsoft, Mobile, Operational Performance, Plex, Professional Services Automation, PSA, SaaS, Sage Software, Sales Performance, Salesforce.com, Supply Chain Performance, Unit4, Workday, Workforce Performance, Office of Finance, Sales
ADP recently held its annual analyst day in the company’s new innovation center in the Chelsea district of Manhattan. The location emphasized what ADP wanted to get across to the analyst community at the event: that it intends to become a significant vendor of human capital management (HCM) software based in the cloud. ADP hopes to broaden its business from being largely an outsourcing vendor of payroll and related services (such as for auto dealers) to one that provides software for a range of HCM activities.
Topics: Analytics, Big Data, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, compliance, HCM, Healthcare Compliance, HR, HRMS, Human Capital Management, Mobile, Mobility, Predictive, Social Media, Workforce Performance, Office of Finance
Like most vendors of on-premises ERP and financial management software, in moving to the cloud Oracle has focused on developing for existing and potential customers the option of multitenant software as a service (SaaS). (I’m using the term “ERP” in its most expansive sense, to include such systems employed by all types of companies for accounting and financial management rather than only systems that are used by manufacturing and distribution companies.) Oracle’s ERP Cloud Service includes Fusion Financials as well as planning and budgeting, risk and controls management, procurement and sourcing, inventory and cost management, product master data management, and project portfolio management. Although to date our benchmark research has consistently found that a large majority of finance departments do not prefer to deploy software in the cloud, we also observe the balance shifting in this direction. SaaS vendors that address finance department requirements have demonstrated faster revenue growth than those that offer products only on-premises. Like other vendors Oracle must establish itself as a credible vendor of cloud ERP and financial management services to be well positioned as market demand shifts further in that direction. The company made sizable investments in acquiring ERP and financial management software in the 2000s (notably PeopleSoft – which included JD Edwards – and Hyperion), and the investments have paid off as many companies have opted to keep their existing systems (and continue to pay maintenance) rather than replace them. Our Office of Finance benchmark research finds that over the past decade the average age of ERP systems in use has increased to 6.4 years from 5.1 years. The longevity of these systems is partly the result of the slow pace of innovation in underlying technologies used for business computing. Even so, modest year-by-year changes are adding up to make replacement a more attractive option while negative attitudes toward the cloud are dissipating. To retain its installed base, it’s important for any established vendor to have solid customer references and the ability to make sales of cloud products as demand for ERP and financial management software in the cloud increases.
Topics: Analytics, Business Performance, CFO, Cloud Computing, Collaboration, Customer & Contact Center, Dynamics AX, Dynamics GP, Dynamics NAV Dynamics SL, ERP, Financial Performance, FinancialForce, HANA, HCM, HR, Human Capital, Infor, Kenandy, Microsoft, Mobile, Operational Performance, Plex, Professional Services Automation, PSA, SaaS, Sage Software, Salesforce.com, Unit4, Workday, Office of Finance, Sales
FinancialForce’s 2014 summer release incorporates improvements in mobile and collaboration features and provides enhancements to the planning dimension of its professional services automation (PSA) suite. In the last couple of releases the company emphasized expansion in the functional capabilities of its ERP suite, as I noted, focusing on human capital management and professional services automation as well as some supply chain automation capabilities.
Topics: Analytics, Business Performance, Cloud Computing, Consulting, distribution, ERP, Financial Performance, FinancialForce, HCM, HR, Human Capital, Professional Services Automation, PSA, SaaS, Sales Performance, Salesforce.com, SCM, Social Media, Unit4, Office of Finance, Sales
“What’s next?” is the perennially insistent question in information technology. One common observation about the industry holds that cycles of innovation alternate between hardware and software. New types and forms of hardware enable innovations in software that utilize the power of that hardware. These innovations create new markets, alter consumer behavior and change how work is performed. This, in turn, sets the stage for new types and forms of hardware that complement these emerging product and service markets as well as the new ways of performing work, creating products and fashioning services that they engender. For example, the emerging collection of wearable computing devices seems likely to generate a new wave of software/hardware innovation, as my colleague Mark Smith has noted. This said, I think that the idea of alternating cycles no longer applies. It would be convenient if we could assign discrete time periods to hardware dominance and software dominance, but like echoes as they fade, the reverberations are no longer as neatly synchronized as they once were. Moreover, adoption and adaptation of technology by consumers reflected in the design of work, products and services always lags – and lags in different ways, further blurring the timing of cycles.
Topics: Analytics, Business Analytics, Business Collaboration, Business Performance, close, closing, Cloud Computing, computing, ERP, finance, Financial Performance, FPM, Management, Mobile, Operational Performance, Performance Management, Predictive Analytics, Reporting, Sales Performance, Supply Chain Performance, Wearable Computing, Workforce Performance, Office of Finance
I recently wrote about NICE Systems’ acquisition of Causata to enhance its analytics capabilities and expand from workforce optimization into customer experience management. NICE recently released Customer Engagement Analytics, which is designed to analyze customer interaction data to help companies improve the customer experience at every touch point. NICE calls this optimizing the customer journey.
Topics: Business Analytics, Business Intelligence, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Service, Operational Performance, Customer Experience, Analytics
I’ve written before about the increasing importance of having a solid technology base for a company’s tax function, and it’s important enough for me to revisit the topic. Tax departments are entrusted with a highly sensitive and essential task in their companies. Taxes usually are the second largest corporate expense, after salaries and wages. Failure to understand this liability is expensive – either because taxes are overpaid or because of fines and interest levied for underpayment. Moreover, taxes remain a political issue, and corporations – especially larger ones – must be mindful of the reputational implications of their tax liabilities.
Topics: Analytics, audit, Business Analytics, Business Intelligence, Business Performance, CFO, ERP, finance transformation, Financial Performance, FPM, Governance, GRC, Information Management, Innovation Awards, LongView, Oracle, Risk & Compliance (GRC), Tax, Thomson-Reuters multinational, Vertex, Office of Finance
It’s widely agreed that cloud computing is a major technology innovation. Many companies use cloud-based systems for specific business functions such as customer service, sales, marketing, finance and human resources. More generally, however, analytics and business intelligence (BI) have not migrated to the cloud as quickly. But now cloud-based data and analytics products are becoming more common. This trend is most popular among technology companies, small and midsize businesses, and departments in larger ones, but there are examples of large companies moving their entire BI environments to the cloud. Our research into big data analytics shows that more than one-fourth of analytics initiatives for companies of all sizes are cloud-based.
Topics: Analytics, Big Data, Business Analytics, Business Intelligence, Business Performance, cloud analytics, cloud business intelligence, Cloud Computing, Customer & Contact Center, Data Integration, Financial Performance, Governance, Internet of Things, IT Performance, Location Intelligence, Operational Intelligence, Risk & Compliance (GRC), SaaS, Sales Performance, Social Media, Statistics, Workforce Performance
The human resources management system (HRMS) have been a central part of human resources departments for decades. Though useful to HR, these systems have also been static. Speaking generally, their functionality has not advanced greatly while other technologies have made great strides, and the information in them has been restricted to mostly use by HR professionals. However, along with growth in distinct and integrated talent management systems and in workforce management systems, this has begun to change as the HRMS is being integrated with these newer systems. The changes make it possible for HRMSs to become more strategic as HR professionals use them in new ways. To that end, Ventana Research will conduct a benchmark research project to evaluate the evolution of these systems and processes to determine where they are becoming more strategic applications for HR.
Topics: Analytics, Big Data, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, HCM, HR Management, HRIS, HRMS, Information Applications, Mobile, Social Media, Talent Management, TM, WFM, Workforce Management, Workforce Performance