Over the last few years, through a combination of acquisitions and internal development, Enghouse Interactive has developed a portfolio of contact center products and services. Recently it announced its product portfolio for 2016. This consists of three core products: CCE, CCSP and EICC. These are updated and rebranded versions of the products I recently wrote about, and each is designed to help different types of organizations maximize the value of every interaction with customers.
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Mobile Technology,
Speech Analytics,
Customer Performance,
Analytics,
Cloud Computing,
Customer Service,
Uncategorized,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Text Analytics
Workday Financial Management (which belongs in the broader ERP software category) appears to be gaining traction in the market, having matured sufficiently to be attractive to a large audience of buyers. It was built from the ground up as a cloud application. While that gives it the advantage of a fresh approach to structuring its data and process models for the cloud, the product has had to catch up to its rivals in functionality. The company’s ERP offering has matured considerably over the...
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Topics:
Microsoft,
SAP,
ERP,
FP&A,
Human Capital,
NetSuite,
Office of Finance,
Reporting,
close,
Controller,
dashboard,
Tax,
Operational Performance,
Analytics,
Business Intelligence,
Business Performance,
Cloud Computing,
Collaboration,
Financial Performance,
IBM,
Oracle,
Uncategorized,
CFO,
Data,
Financial Performance Management,
FPM,
Intacct,
Spreadsheets
Transera is an established vendor of contact center in the cloud systems and analytics, and as I discovered at the Salesforce Dreamforce ’15 conference and during a recent briefing, it has added support for managing voice interactions for users of salesforce.com Service Cloud. Its core product, Global Omni-Channel Contact Center, now supports voice, email, chat and Twitter, which are managed centrally through a routing engine that treats all interactions in the same way. This ensures that...
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Topics:
Big Data,
Customer Engagement,
Customer Experience,
Speech Analytics,
Customer Performance,
Analytics,
Business Analytics,
Cloud Computing,
Customer Service,
Uncategorized,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Text Analytics
PentahoWorld 2015, Pentaho’s second annual user conference, held in mid-October, centered on the general availability of release 6.0 of its data integration and analytics platform and its acquisition by Hitachi Data Systems (HDS) earlier this year. Company spokespeople detailed the development of the product in relation to the roadmap laid out in 2014 and outlined plans for its integration with those of HDS and its parent Hitachi. They also discussed Pentaho’s and HDS’s shared intentions...
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Topics:
Big Data,
Pentaho,
Mobile Technology,
Wearable Computing,
Operational Performance,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
Governance, Risk & Compliance (GRC),
Information Management,
IOT,
Operational Intelligence,
Uncategorized,
Information Optimization,
Risk & Compliance (GRC)
Historically workforce management has been centered on tracking time and attendance, absences and leaves. Organizations view the time and attendance system as the top priority to integrate with the payroll system; in our payroll management benchmark research half (51%) of organizations called it very important. However, only one in five have integrated the two to streamline processes. So limited an administrative and operational focus does not contribute to improving worker productivity or...
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Topics:
Human Capital,
Human Capital Management,
Mobile Technology,
Wearable Computing,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Performance,
Cloud Computing,
Financial Performance,
HR,
Risk & Compliance (GRC),
Workforce Management
The enterprise resource planning (ERP) system is a pillar of nearly every company’s record-keeping and management of business processes. It is essential to the smooth functioning of the accounting and finance functions. In manufacturing and distribution, ERP also can help plan and manage inventory and logistics. Some companies use it to handle human resources functions such as tracking employees, payroll and related costs. Yet despite their ubiquity, ERP systems have evolved little since their...
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Topics:
Big Data,
Microsoft,
SAP,
Social Media,
Supply Chain Performance,
ERP,
FP&A,
Human Capital,
Mobile Technology,
NetSuite,
Office of Finance,
Reporting,
close,
closing,
Controller,
dashboard,
Reconciliation,
Operational Performance,
Analytics,
Business Collaboration,
Business Intelligence,
Business Performance,
Cloud Computing,
Collaboration,
Financial Performance,
IBM,
Oracle,
Uncategorized,
CFO,
Data,
finance,
Financial Performance Management,
FPM,
Intacct
The emerging Internet of Things (IoT) extends digital connectivity to devices and sensors in homes, businesses, vehicles and potentially almost anywhere. This innovation enables devices designed for it to generate and transmit data about their operations; analytics using this data can facilitate monitoring and a range of automatic functions.
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Topics:
Big Data,
Predictive Analytics,
Mobile Technology,
Operational Performance,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
IOT,
Operational Intelligence,
Uncategorized
Founded in 2000, LiveOps has evolved a unique two-sided business model. On one side is LiveOps Agents on Demand, an Uber-like business in which home-based workers sign-up as LiveOps agents, and the company uses them to provide outsourced contact center services. This model enables LiveOps to provide flexible levels of service; customers can scale up and down as needed while the provider is able to manage agent numbers cost-effectively. The agents use the LiveOps Cloud Contact Center platform;...
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Speech Analytics,
Customer Performance,
Analytics,
Cloud Computing,
Customer Service,
Uncategorized,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Text Analytics
Tidemark Systems offers a suite of business planning applications that enable corporations to plan more effectively. The software facilitates rapid creation and frequent updating of integrated company plans by making it easy for individual business functions to create their own plans while allowing headquarters to connect them to create a unified view. I coined the term “integrated business planning” a decade ago to highlight the potential for technology to substantially improve the...
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Topics:
Planning,
Sales Performance,
Supply Chain Performance,
Customer Experience,
Human Capital,
Marketing Planning,
Reporting,
Budgeting,
Operational Performance,
Analytics,
Business Performance,
Customer & Contact Center,
Financial Performance,
Business Performance Management (BPM),
Business Planning,
Financial Performance Management (FPM),
Demand Planning,
Integrated Business Planning,
Project Planning
Much is written about omnichannel customer experience, and various software vendors now claim to focus on the customer experience. With various degrees of credibility they range from providers of communication channel management to workforce optimization, voice of the customer, self-service, analytics and even CRM. This bandwagon raisesthe question of what omnichannel customer experience really is and how companies can achieve it. Our benchmark research into next-generation customer engagement...
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Topics:
Big Data,
Sales Performance,
Customer Analytics,
Customer Experience,
Speech Analytics,
Analytics,
Business Collaboration,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Operational Intelligence,
Uncategorized,
Call Center,
Contact Center,
Contact Center Analytics,
Text Analytics