Ventana Research Analyst Perspectives

NICE Evolves Workforce Optimization Portfolio for Customer Excellence

Posted by Richard Snow on Jun 1, 2017 10:14:55 AM

I recently discussed how NICE continues to invest in its core products while creating a full customer experience platform, combining its core offerings with products newly acquired  from inContact and Nexidia. During two recent briefings, I learned that these investments continue at quite a pace; the company announced a new product to address the ever-increasing number of channels of engagement, and another so that smaller centers with less sophisticated requirements can take advantage of a specialized workforce management product.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

Host Analytics Empowers Office of Finance

Posted by Robert Kugel on May 27, 2017 12:44:10 AM

Ventana Research defines financial performance management (FPM) as the process of addressing the often overlapping people, process, information and technology issues that affect how well finance departments operate and support the activities of the rest of their organization. FPM deals with the full cycle of finance department activities, which include planning and budgeting, analysis, assessment and review, closing and consolidation, internal financial reporting and external financial reporting, as well as the underlying information technology systems that support them.

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Topics: Mobile, Human Capital Management, Office of Finance, Recurring Revenue, Continuous Planning, Analytics, Business Intelligence, Financial Performance Management, Price and Revenue Management, ERP and Continuous Accounting, Sales Planning and Analytics

Informatica Asserts Its Commitment to the Cloud and Machine Learning

Posted by David Menninger on May 27, 2017 12:20:03 AM

Informatica reintroduced itself to the world at its recent customer conference, Informatica World, in San Francisco. The company took advantage of the event to showcase its new branding in an effort to change the way customers think about the company. Informatica has been providing information services in the cloud for more than a decade. Even though cloud revenue comprises a minority of Informatica’s business, in absolute terms, the revenue is significant, and company executives want the public to recognize Informatica as a leader in cloud-based data management services for enterprises. Presenters also made notable product announcements, discussed below, including the application of machine learning to the data management process.

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Topics: Big Data, data science, Analytics, Business Intelligence, Cloud Computing, Data Governance, Data Integration, Data Preparation, Information Optimization, Machine Learning and Cognitive Computing, Machine Learning Digital Technology

Pitney Bowes Innovates Customer Engagement

Posted by Richard Snow on May 23, 2017 10:10:40 AM

Our benchmark research into the next-generation contact center in the cloud shows that organizations are supporting more and more channels of engagement; an emerging one is video. Adoption rates suggest that use of this technology for customer service is still in its early days, but as more consumers make video calls using mobile apps such as FaceTime, WhatsApp and Skype, we expect adoption rates and usage to increase. During two recent briefings I learned that Pitney Bowes has built a portfolio of products to support various uses of video.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

Zuora Acquires Leeyo for Revenue Recognition

Posted by Robert Kugel on May 22, 2017 9:17:52 AM

Zuora, a subscription commerce and billing software company, recently acquired Leeyo, a company that provides software that automates the revenue recognition and forecasting processes. The terms were not disclosed. The acquisition is relevant to subscription-based businesses because of changes to accounting standards about to go into effect that will have a significant impact on how they account for their revenue. Leeyo and Zuora already have been deployed together with multiple ERP systems. The combined company plans to tighten integration between the two going forward.

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Topics: Customer Experience, Human Capital Management, Office of Finance, Continuous Planning, Contact Center, Financial Performance Management, Enterprise Resource Planning, ERP and Continuous Accounting