Ventana Research Analyst Perspectives

The Voice of the Customer Is Really a Chorus of Voices

Posted by Keith Dawson on May 4, 2021 3:00:00 AM

Voice of the Customer (VoC) is a catch-all term that refers to the collection of customer feedback in various formats. Sometimes this feedback is in the form of quick surveys or reactions to questions like, "Did I resolve your issue today?" or "Would you recommend our service to a friend?" Alternatively, it can be derived from less specific but more numerous data signals that span multiple interactions or across a customer base. Most businesses make an effort to capture some customer feedback.

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Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, AI and Machine Learning, agent management

FourQ Builds Confidence and Trust in Intercompany Financial Management

Posted by Robert Kugel on Apr 23, 2021 3:00:00 AM

FourQ is an intercompany financial management (IFM) Solution-as-a-Service provider. IFM is a discipline for structuring and handling transactions within a corporation and between its legal entities, and is designed to maximize staff efficiency and accounting accuracy while optimizing tax exposure, minimizing tax leakage and ensuring consistent tax and regulatory compliance. Today, IFM is an obscure topic, but I assert that by 2025, one-half of organizations with 10,000 or more employees will have implemented intercompany financial management to achieve tax, risk management and financial close benefits. Here’s why:

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Topics: Office of Finance, Financial Performance Management, ERP and Continuous Accounting, Revenue, robotic finance, lease and tax accounting

Avaya: Adapting and Focused on CX, CCaaS Success

Posted by Keith Dawson on Apr 22, 2021 3:00:00 AM

Business phone systems and contact center platforms received renewed attention in 2020 as organizations acquired tools for agents working from home. That put the spotlight on vendors, like Avaya, that have feet in both worlds. Since both forms of communications technology are well-suited to the cloud, Avaya has developed its Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) portfolios in parallel. The effort has borne fruit, with significant product enhancements notched recently. Ventana Research asserts that by 2023, one-quarter of organizations will to UCaaS and CCaaS technologies to collaborate in the enterprise and with customers more effectively.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

The Benefits of AI in HCM: Practical Advice from a HR Veteran

Posted by Steve Goldberg on Apr 21, 2021 3:00:00 AM

Many of us who have operated within the human resources profession or been involved in strategic initiatives aimed at placing the workforce at the center of competitive advantage (aka human capital management endeavors), thought we were at least conversational about predictive HCM tools. We were aware that industrial and organizational psychologists have, for decades, been creating skill- and personality-based assessments using predictive algorithms that stood up to rigorous testing, and how tools such as the Hogan or Myers-Briggs tests became industry standards.

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Topics: Human Capital Management, Learning Management, Workforce Management, Total Compensation Management, employee experience, candidate engagement, Continuous Payroll

Incorta Streamlines Analytics with Direct Data Access

Posted by David Menninger on Apr 21, 2021 3:00:00 AM

The amount of data flowing into organizations is growing exponentially, creating a need to process more data more quickly than ever before. Our Data Preparation Benchmark Research shows that accessing and preparing data continues to be the most time-consuming part of making data available for analysis. This can potentially slow down the organizational functions which depend on the analysis results. Trying to get ahead of the backlog with incremental improvements to existing approaches and traditional technologies alone can be frustrating.

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Topics: business intelligence, embedded analytics, Analytics, Collaboration, Data Governance, Data Preparation, Data, Information Management (IM), data lakes