Ventana Research Analyst Perspectives

Self-service has changed immensely in recent years. It has gotten better, qualitatively, in delivering answers and resolutions to customers. But it has also gotten extremely complex, relying on a basket of new technologies to achieve results. It helps to look at it through the eyes of the three main constituencies that are affected by it: customers, contact centers and the businesses they sit in.

ServiceNow is a global software provider that has developed a cloud computing platform that helps organizations manage digital workflows for enterprise operations. The provider uses its annual Knowledge user conference to educate customers and showcase product announcements. Ventana Research had the opportunity to attend the Knowledge 2024 event and provides this analyst perspective to summarize what transpired.

Verint held its analyst conference recently, using the opportunity to flesh out how it is responding to the rapid developments in artificial intelligence (AI) and data-related technologies and to changes in the way enterprises consider the purchasing process for contact center-related tools. 

Enterprises are embracing the potential for artificial intelligence (AI) to deliver improvements in productivity and efficiency. As they move from initial pilots and trial projects to deployment into production at scale, many are realizing the importance of agile and responsive data processes, as well as tools and platforms that facilitate data management, with the goal of improving trust in the data used to fuel analytics and AI. This has led to increased attention on the role of data...

Until recently, dedicated consolidation software had been a sleepy category. First introduced in the 1980s as a tool designed to run on personal computers (freeing the accounting department from reliance on its IT department), offerings basically achieved feature and function parity by the next decade. The last major technology innovation—moving the software to the cloud—began in the mid-2000s. Cloud-based software reduces the cost and complexity of ownership, making dedicated software a more...

The emergence of generative artificial intelligence (GenAI) has significant implications at all levels of the technology stack, not least analytics and data products, which serve to support the development, training and deployment of GenAI models, and also stand to benefit from the advances in automation enabled by GenAI. The intersection of analytics and data and GenAI was a significant focus of the recent Google Cloud Next ’24 event. My colleague David Menninger has already outlined the key...