The annual Salesforce.com Dreamforce conference (Twitter: #DF12), just underway, may be the largest software conference ever, with attendance, physically and on the Internet, expected to be 90,000. Certainly, as one of the largest software events of 2012, this conference will be heavily covered via social media, while under the roof of the Moscone Center and surrounding hotels Salesforce will be demonstrating the power of using social media concepts in the enterprise and combining those...
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Topics:
Sales Performance,
Salesforce.com,
Supply Chain Performance,
Research,
SFDC,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Mobility,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Financial Performance,
Information Applications,
Information Management,
Operational Intelligence,
Workforce Performance,
Dreamforce
Many people these days talk about voice of the customer (VOC) programs and how they can improve business performance. The foundation of any VOC program is collecting customer feedback, analyzing it and using the insights to improve customer-focused processes, training and the use of technology. Changes usually focus on customer service, but increasingly companies are focusing on the customer experience – how companies engage with customers to resolve issues, provide information, close sales and...
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Topics:
Social Media,
Customer Analytics,
Customer Experience,
Customer Feedback Management,
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
I attended Taleo World to see how well Oracle is integrating Taleo after acquiring the company in 2012. I assessed the announcement by Oracle earlier this year; it was clear then that Oracle needed to make this acquisition to boost its cloud computing and talent management efforts. In the three-hour keynote session, a business overview and software demonstrations indicated what Oracle has in store for the applications and how it plans to fuse its applications and technology to add value to...
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Topics:
Social Media,
Human Capital Management,
Recruiting,
Business Analytics,
Business Collaboration,
Business Performance,
Cloud Computing,
Financial Performance,
Oracle,
Workforce Performance,
HireVue,
Hiring,
HR,
JobVite,
Talemetry,
Taleo
Our recent benchmark research into the adoption of cloud-based systems to support contact center operations shows that around 10 percent of companies have adopted what is commonly termed communications in the cloud – that is, systems in the cloud to manage delivery of telephone calls to the right location, be it an internal extension number within an organization, a branch office number, a contact center extension or someone’s home or cell phone number. Given that telecommunication service...
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Topics:
Customer Analytics,
Customer Experience,
Social CRM,
Speech Analytics,
Voice of the Customer,
NewVoicemedia,
Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics
As I listened to the keynote address at, conf2012, the annual Splunk user conference, my initial impression was that the company was spreading itself too thin. The company highlighted four rather formidable areas of organizational focus: Enterprise 5.0, the company’s flagship data platform, which is now in beta; Development, which is support for building applications and integrating Splunk within the broader IT infrastructure; Content, the continued development of core applications and use...
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Topics:
Big Data,
Splunk,
data fabric,
IT Performance,
Operational Performance,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Operational Intelligence,
Digital Technology
Ventana Research has just released the 2012 Value Index for Data Integration, in which we evaluate the competency and maturity of vendors and products. Our firm has been researching this software category for almost a decade. Our latest benchmark research in information management found that data integration is a critical component of information management strategies, according to 55 percent of organizations. Our benchmark research on organizations using this software not only uncovers best...
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Topics:
Big Data,
Master Data Management,
Microsoft,
Pentaho,
Sales Performance,
SAP,
SAS,
Social Media,
Supply Chain Performance,
Talend,
SnapLogic,
IT Performance,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Mobility,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Data Governance,
Data Integration,
Financial Performance,
Governance, Risk & Compliance (GRC),
IBM,
Informatica,
Information Applications,
Information Builders,
Information Management,
Location Intelligence,
Oracle,
Workforce Performance,
Syncsort
Budget season is about to open at most companies that operate on a calendar year, so this is probably as good a time as any to rethink the process. Almost all companies will undertake the construction of a budget this year the same way they did it last year, despite widespread complaints that it is a monumental waste of time. One major reason why budgeting never changes is that it isn’t important enough to be worth serious rethinking. Another reason is that too many vested interests are aligned...
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Topics:
Big Data,
Planning,
Sales Performance,
Office of Finance,
Reporting,
Budgeting,
Controller,
Operational Performance,
Business Performance,
Financial Performance,
CFO,
Compensation,
cash management,
FPM,
Integrated Business Planning
Our recent benchmark research on the contact center in the cloud shows companies are under more pressure than ever to upgrade their contact centers. The large majority of companies (73%) think it is very important to improve the way they handle customer interactions, and only a small percentage are fully satisfied with their current applications (19%) or their communications (14%). Upgrading presents a significant challenge, however, because simple call centers that handle only phone calls have...
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Topics:
Customer Analytics,
Customer Data Management,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Workforce Force Optimization
If you’re considering purchasing a financial performance management (FPM) suite, you shouldn’t overlook a recent entrant in the category, Tagetik (which sort of rhymes with “magnetic”). The company, which was founded in 1986 and is based in Lucca, Italy, began by focusing mainly on Europe, but has extended its efforts in the United States in the past two years. Tagetik 4.0 is an elegant implementation of a financial performance management suite running on Microsoft’s SharePoint infrastructure.
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Topics:
Big Data,
Planning,
Office of Finance,
Reporting,
Budgeting,
close,
Consolidation,
Controller,
SharePoint,
XBRL,
Business Analytics,
Business Collaboration,
Business Performance,
Dashboards,
Financial Performance,
Workforce Performance,
CFO,
Tagetik,
FPM
Jaspersoft Business Intelligence Suite competes in the open source and broader BI market. Its customer base is mostly in the small and midsized business and OEMs and SaaS providers who can embed Jaspersoft code directly into their offerings. Earlier this summer, the company introduced Jaspersoft 4.7, which features advancements in interactive reporting, big data access and mobile business intelligence for Android. The 4.7 release brings interactive features such as segmenting and filtering,...
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Topics:
Big Data,
Mobile,
Jaspersoft,
Operational Performance,
Analytics,
Business Intelligence,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Information Applications