To comply with the Patient Protection and Affordable Care Act (PPACA or Affordable Care Act), which survived a Supreme Court test and a presidential election, all employers with more than 50 full-time employees must be ready by January 2014 to deal with the lion’s share of the law’s employer mandate requirements. Our recent benchmark research on governance, risk and compliance indicates that many of those employers have significant concerns about compliance issues: 53 percent of participants...
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Topics:
HCM,
Office of Finance,
Obamacare,
Operational Performance,
Business Analytics,
Business Performance,
Financial Performance,
Information Applications,
Information Management,
compliance,
Spreadsheets,
HR Management
At the beginning of the year I wrote analyst perspective outlining why I think Salesforce.com is a vendor to watch during 2013. I followed this up with a post noting that Salesforce has shifted its headline messaging from becoming the “collaborative company” to becoming the “customer company” – a message that resonates better with me. During a recent analyst event, the theme of becoming a customer company remained the main message, but this time the emphasis moved to marketing, as the...
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Topics:
Sales Performance,
Salesforce.com,
Social Media,
Customer Analytics,
Customer Experience,
Social CRM,
Voice of the Customer,
Analytics,
Business Analytics,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM
Last week, IBM brought industry analysts to its famed Almaden Research Center, where the company outlined its big data analytics strategy and introduced a number of new innovations. Big data is no new topic to IBM, which has for decades helped organizations store and use data. But technology has changed over those decades, and IBM is working hard to ensure it is part of the future and not just the past. Our latest business technology innovation research into big data technology finds that...
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Topics:
Big Data,
SAP,
IT Performance,
Operational Performance,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
Customer & Contact Center,
Governance, Risk & Compliance (GRC),
IBM,
Information Applications,
Operational Intelligence,
Oracle
The last time I reviewed ClickFox it was primarily focused on capturing how callers transverse IVR menus. It produced visual maps of what options callers used and thus how they navigate what can be quite complex menus, allowing users to identify the most common paths and thereby optimize these to meet common customer requirements and business needs. Since that time the market has changed considerably, and ClickFox’s current products now support companies as they try to identify how customers...
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Topics:
Social Media,
Customer Analytics,
Customer Experience,
Speech Analytics,
Voice of the Customer,
Clickfox,
Self-service,
Analytics,
Business Analytics,
Business Collaboration,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Text Analytics,
Unified Communications
Like all analysts, I have a series of classifications to help group together vendors with similar capabilities. My challenge is to create categories that align with most users’ expectations so I don’t confuse readers when I define which category a vendor falls into. My “big five” are WFO or agent performance management (quality monitoring, workforce management, training and coaching, remuneration, and agent-related analytics); contact center infrastructure, including cloud-based systems...
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Topics:
Social Media,
Customer Analytics,
Customer Experience,
Customer Feedback Management,
Social CRM,
Voice of the Customer,
Mobile Apps,
Self-service,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Interactive Intelligence,
Unified Communications
When organizations need to optimize their business processes and improve operations and decisions, the often speak of having the right information at the right time, but don’t always make that a priority. This information optimization is often thought to be expensive and time-consuming, especially with advent of big data and disparate data sources across cloud and on-premises environments, as I have articulated. Datawatch can help business get to information of any variety or volume at any time...
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Topics:
Big Data,
MapR,
QlikView,
Cloud Computing,
Information Management,
Uncategorized,
Datawatch,
Information Optimization
Businesses continue to try to increase productivity and simplify tasks in order to use their time smarter. Our recent business technology innovation research found that, when it comes to analytics, 44 percent of organizations spend the most time on data-related tasks. With lack of resources being the largest issue impeding the adoption of technology, IT must operate efficiently while getting business the data it needs on a timely basis. Scribe Solutions has a business-centric data integration...
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Topics:
Microsoft,
Sales Performance,
Marketo,
On24,
SilverPop,
IT Performance,
Operational Performance,
Business Intelligence,
Business Performance,
Customer & Contact Center,
Data Integration,
Information Applications,
Information Management,
FinancialForce,
Information Optimization,
Intuit Quicken,
Scribe Software,
Xactly
A recent news release by Robert Half, a staffing company that specializes in accounting and finance personnel, covered what it sees as the most important attributes required for auditors in the 21st century. “7 Attributes of Highly Effective Internal Auditors” covers the people dimension of the profession and focuses on the non-technical requirements of the role, including relationship-building, teamwork, and diversity. No doubt these skills are a must for just about anybody working in a modern...
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Topics:
Fraud,
Governance,
GRC,
Office of Finance,
audit,
Analytics,
Business Analytics,
Business Performance,
Financial Performance,
Governance, Risk & Compliance (GRC),
compliance,
Infor,
Risk,
HANA,
Oversight Systems
SAP recently announced its new Fraud Management analytic applications. Currently in “controlled” (limited) release, it’s a promising start for the product and a good example of the type of business process revolution that’s possible when companies can execute complex analytics on big data sets using in-memory and other advanced processing techniques. Over the next several years a wide swath of basic corporate processes will be transformed by the shift to in-memory processing and big data...
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Topics:
SAP,
Fraud,
Governance,
GRC,
Office of Finance,
audit,
Analytics,
Business Analytics,
Business Performance,
Financial Performance,
Governance, Risk & Compliance (GRC),
compliance,
Risk,
HANA
Organizations succeed through continuous planning to achieve high levels of performance. For most organizations planning is not an easy process to conduct. Planning software is typically designed for only a few people in the process, such as analysts, or organizations might use spreadsheets, which are not designed for business planning across an organization. Most technologies only allow you to examine the past and not plan for the future. For decades organizations have tried to focus planning...
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Topics:
Big Data,
Sales Performance,
Supply Chain Performance,
Mobile Technology,
Operations,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Performance,
Cloud Computing,
Cloudera,
Customer & Contact Center,
Financial Performance,
Governance, Risk & Compliance (GRC),
Information Applications,
Workforce Performance,
Business Planning,
CFO,
finance,
Tidemark,
Workday