I recently attended my first U.S. Dreamforce, the annual salesforce.com event designed to showcase its products and services as well as those of its partners, and I was impressed. I was told that Dreamforce ‘15 would be big, and it was – just about every hotel, restaurant, meeting room in San Francisco seemed to have been taken over for the week, and still the company had to bring in a cruise ship to accommodate people and events. I was told it would be manic, and it was – more than 100,000...
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Topics:
Big Data,
Sales Performance,
Social Media,
Customer Analytics,
Customer Experience,
Marketing,
Mobile Technology,
Speech Analytics,
Wearable Computing,
Customer Performance,
Analytics,
Business Analytics,
Cloud Computing,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Text Analytics
Our benchmark research into predictive analytics shows that lack of resources, including budget and skills, is the number-one business barrier to the effective deployment and use of predictive analytics; awareness – that is, an understanding of how to apply predictive analytics to business problems – is second. In order to secure resources and address awareness problems a business case needs to be created and communicated clearly wherever appropriate across the organization. A business case...
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Topics:
Big Data,
Microsoft,
Predictive Analytics,
SAS,
Social Media,
alteryx,
Customer Performance,
Operational Performance,
Analytics,
Business Analytics,
Business Intelligence,
Operational Intelligence,
Oracle,
Information Optimization,
SPSS,
Rapidminer
ResponseTek is a software vendor whose platform and services help companies collect and act on feedback from their customers. It supports a closed-loop process that collects feedback, analyzes it, provides customizable reports and analysis dependent on the user, and most importantly enables taking action based on the information. This allows companies to understand product and service issues, customer sentiment, intentions, and likely behaviors, and where necessary ensures the most appropriate...
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Topics:
Customer Analytics,
Customer Experience,
Customer Feedback Management,
Speech Analytics,
Voice of the Customer,
Customer Performance,
Analytics,
Business Analytics,
Cloud Computing,
Customer Service,
Call Center,
Contact Center,
Text Analytics
As I discussed in the state of data and analytics in the cloud recently, usability is a top evaluation criterion for organizations in selecting cloud-based analytics software. Data access of cloud and on-premises systems are essential antecedents of usability. They can help business people perform analytic tasks themselves without having to rely on IT. Some tools allow data integration by business users on an ad hoc basis, but to provide an enterprise integration process and a governed...
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Topics:
Big Data,
Sales Performance,
Software as a Service,
Mobile Technology,
Customer Performance,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Mobility,
Cloud Computing,
Information Management,
Operational Intelligence,
Data
Calabrio is a vendor of workforce optimization software whose core product is Calabrio ONE. It includes the common workforce optimization applications: call recording, quality management, workforce management and analytics. The company is rated Hot in our 2015 Workforce Optimization Value Index, and its product suite is the highest rated in the Usability category. Since our assessment, each of the modules has undergone upgrades, Calabrio has introduced more cloud-based services, and its...
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Topics:
Big Data,
Customer Feedback Management,
Customer Performance,
Business Analytics,
Cloud Computing,
Call Center
Through a continuing program of acquisitions and internal development, NICE Systems has transitioned from being a vendor of workforce optimization systems to one focused on aspects of the customer experience, notably voice of the customer (VOC), customer engagement analytics and customer journey mapping. It is also moving to cloud-based services from products installed on customers’ premises and is taking a business-solution approach (providing previously integrated and configured products that...
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Topics:
Big Data,
Customer Feedback Management,
Customer Performance,
Business Analytics,
Business Collaboration,
Cloud Computing,
Call Center
The theme of transforming the finance organization is hot again. The term “finance transformation” refers to the longstanding objective of shifting the focus of finance departments from transaction processing to more strategic activities such as providing the rest of the organization with forward-looking analysis. I focus on the technology and data aspects of this type of business issue in these analyst perspectives because they are usually essential to achieving some business objective....
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Topics:
Performance Management,
continuous improvement,
Controller,
Analytics,
Business Performance,
Financial Performance,
CFO
From its history of managing postal mail, Pitney Bowes has expanded into products for data management, analytics and location intelligence, as my colleague Mark Smith noted. Continuing this expansion through internal development and acquisitions of vendors such as Portrait Software and RTC, it has added to its portfolio products that include customer information management and customer engagement.
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Topics:
Big Data,
Customer Performance,
Business Analytics,
Business Collaboration,
Cloud Computing,
Call Center
Our recently completed benchmark research on data and analytics in the cloud shows that analytics deployed in cloud-based systems is gaining widespread adoption. Almost half (48%) of participating organizations are using cloud-based analytics, another 19 percent said they plan to begin using it within 12 months, and 31 percent said they will begin to use cloud-based analytics but do not know when. Participants in various areas of the organization said they use cloud-based analytics, but...
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Topics:
Big Data,
Software as a Service,
Operational Performance Management (OPM),
Analytics,
Business Analytics,
Business Collaboration,
Business Intelligence,
Customer & Contact Center,
Operational Intelligence,
Business Performance Management (BPM),
Data,
Information Optimization
Tagetik is a long-established vendor of financial performance management (FPM) software. Its full-featured suite includes planning, budgeting, consolidation, close management, disclosure management, analysis, dashboards and reporting. The software can be deployed on premises or in the cloud as multitenant software as a service or in a private cloud. Tagetik also offers pre-built integration with SAP and SAP HANA, Microsoft SharePoint and Qlik to best support a range of financial management...
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Topics:
Big Data,
Governance,
Human Capital,
Office of Finance,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Performance,
Dashboards,
Financial Performance