Exactly what is the relationship between workforce analytics and big data? Most of the use cases for big data seem to revolve around marketing, social media and customer service initiatives where unstructured data sources reveal big value. Our research into big data analytics suggests a prime benefit of big data is in the ability to retain and analyze larger amounts of data and to increase the speed of analysis. However, workforce analytics does not suffer from an overwhelming amount of data,...
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Topics:
Big Data,
Human Capital Management,
Business Analytics,
Business Intelligence,
Business Performance,
Cloud Computing,
Financial Performance,
Workforce Performance
Enghouse Systems Ltd. is not one of the best-known brands in the contact center market, but if it keeps acquiring vendors at the rate it has been doing then it might soon be. It was founded in Canada in 1984, and from what I can see it is grown largely by acquisition to revenues of more than $120 million. It has morphed into Enghouse Interactive, which now represents nearly 90 percent of its parent company’s business. A quick look at its website shows that over its lifetime it has acquired six...
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Topics:
Customer Analytics,
Customer Experience,
Voice of the Customer,
Enghouse interactive,
Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Unified Communications,
Workforce Force Optimization
Voice Print International recently announced it has selected Hewlett-Packard’s Autonomy to deliver speech and multi-channel analytics. This news means VPI joins a small group of vendors that can provide a view of customer interactions across multiple communication channels, which is of growing importance to companies. My research into the contact center in the cloud shows that companies now support an average of four to five channels of interaction with customers. Without a multi-channel view...
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Topics:
Customer Analytics,
Customer Experience,
Speech Analytics,
Voice of the Customer,
VPI,
Management,
Analytics,
Business Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics
Salesforce is a global software-as-a-service (SaaS) company to be reckoned with. The swarming crowds at its Dreamforce event last week were estimated to exceed 90,000. The company is rapidly growing an ecosystem that includes Sales, Service and Marketing Clouds; Force.com for building applications; and Data.com for storing data in the cloud centrally for use across Salesforce products. It is also focusing on social computing, as I outlined at the beginning of the event. Hundreds of Salesforce...
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Topics:
Master Data Management,
Sales Performance,
Salesforce.com,
Social Media,
SnapLogic,
Zyme Solutions,
IT Performance,
Operational Performance,
Business Analytics,
Business Intelligence,
Business Performance,
CIO,
Cloud Computing,
Customer & Contact Center,
Data Governance,
Data Integration,
Governance, Risk & Compliance (GRC),
Informatica,
Information Builders,
Information Management,
Data,
data integrity,
database.com,
Kapow
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Topics:
Social Media,
Customer Analytics,
Customer Data Management,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Analytics,
Business Collaboration,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Vendor(s),
Workforce Force Optimization
I was at the Salesforce.com Dreamforce conference this week to hear about the latest advancements from the cloud computing software giant. Salesforce has helped revolutionize cloud computing for business, and its social media and collaborative technologies help advance business processes in sales, customer service and improve the interactions between employees, partners and customers. Salesforce has made great advancements in cloud, social and mobile technology, as I have assessed and my...
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Topics:
Big Data,
Predictive Analytics,
QlikView,
Sales Performance,
Salesforce.com,
Social Media,
Gooddata,
SnapLogic,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Financial Performance,
InetSoft,
Information Applications,
Information Management,
KXEN,
Operational Intelligence,
Cloud9 Analytics,
Domo,
Information Builder iway,
Roambi
With more than 90,000 attendees registered and 100,000 more expected to watch via live stream on Facebook, Salesforce.com’s Dreamforce is the biggest technology event of this year. The conference kicked off yesterday morning with MC Hammer letting the packed house know that it was “Chatter time” and leaving little doubt about the theme of the Marc Benioff’s keynote speech: Social. Citing numbers from McKinsey and IBM, Benioff suggested that social adds $1.3 trillion to the economy and that CEOs...
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Topics:
Big Data,
Mobile,
Sales Performance,
Social Media,
IT Performance,
Operational Performance,
Analytics,
Business Intelligence,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Location Intelligence,
Workforce Performance,
Social
I cover the meat-and-potatoes aspects of corporate computing. I also pay attention to the special needs of midsize companies (by our definition, those with between 100 and 999 employees), which are unlike those of either small business or large corporations. After attending this year’s Dreamforce conference, Salesforce.com’s annual user meeting held this week in San Francisco, I can appreciate how difficult it is for executives and people who work in back office functions to cut through the...
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Topics:
Sales,
Sales Performance,
Salesforce.com,
Social Media,
ERP,
Office of Finance,
CRM customer service,
SMB,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Financial Performance,
Dreamforce,
finance,
Security,
FPM
Thinking about big data and the swirling world of analytics that surrounds it can be overwhelming. Broad-based organizational and technological changes are driving a new industrial constitution built on time-to-value and closed-loop systems of organizational and machine learning. As I analyze our next-generation business intelligence benchmark research results, I see trends in collaboration and mobile technology that will have a profound impact on business for generations to come. Given these...
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Topics:
Big Data,
Operational Performance,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
Customer & Contact Center,
Information Applications,
Information Management,
Location Intelligence,
Operational Intelligence
In what will no doubt be one of a host of announcements coming out of Dreamforce, Genesys announced a new set of cloud-based services especially for Salesforce.com customers. Genesys is a well-known brand in the contact center market, but it has undergone significant change of late and is now an independent company in charge of its own destiny. This announcement demonstrates that it intends to become more responsive to market trends – and it probably can’t do better than to team up with ...
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Topics:
Salesforce.com,
Customer Experience,
Voice of the Customer,
Genesys,
Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
CRM,
Unified Communications