Running a contact center has never been easy, and today it is harder than ever. Customers have become more demanding of good service and less tolerant of errors and are inclined to communicate over multiple channels of communications. Companies not only have to get all the technology together to handle all these forms of interactions but must also ensure that their contact center agents are working as efficiently and effectively as possible. My latest research into the technologies companies...
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Topics:
Customer Experience,
VPI,
Operational Performance,
Cloud Computing,
Call Center,
Contact Center,
Contact Center Analytics,
CRM
The just-concluded SAS Institute analyst summit (Twitter: #SASSB) provided the annual update on the company’s performance, strategy, products and customers. My analysis of last year’s event talked about its continuation of its product roadmap to new customer acquisition and the broadening of its underlying platform, applications and vertical solutions. SAS is no small-time mover and shaker when it comes to the analytics industry; it extends from technology to tools and applications across...
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Topics:
Sales Performance,
SAS,
Social Media,
Supply Chain Performance,
Fraud,
IT Performance,
Operational Performance,
Analytics,
Business Intelligence,
Business Performance,
Business Technology,
CIO,
Collaboration,
Enterprise Software,
Financial Performance,
Information Management,
Information Technology,
Mobility,
Operational Intelligence,
Workforce Performance,
Risk
With the new year has come a significant advance in contact center technologies, enabling enterprises to roll out new applications and interaction-handling processes in record time. What used to take six months to a year to develop and deploy – and that was considered fast! – can now be done in a week or two, creating more potential for innovation in contact centers than I have seen in the last 20 years.
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Topics:
Customer Experience,
Operational Performance,
Analytics,
Cloud Computing,
Call Center,
Contact Center,
Contact Center Analytics,
CRM
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Topics:
Data Warehousing,
Microsoft,
RDBMS,
SAS,
Teradata,
IT Performance,
Business Intelligence,
Cloud Computing,
Data Management,
HP,
IBM,
Information Management,
Oracle
This is the second in a series of posts on the architectures of analytic databases. The first post addressed massively parallel processing (MPP) and database technology. In this post, we’ll look at columnar database technology. Given the recent announcement of HP’s plan to acquire Vertica, a columnar database vendor, there is likely to be even more interest in columnar database technology, how it operates and what benefits it offers.
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Topics:
Data Warehousing,
RDBMS,
IT Performance,
Business Intelligence,
Cloud Computing,
Data Management,
Information Management
Recently Human Concepts sold its personal organizational structure software OrgPlus to Administaff . Since it retains other products with the OrgPlus name, this step might seem puzzling, but it makes sense in terms of the company’s developing product strategy. The sale also frees Human Concepts to focus on organizations with more than 1,000 employees, where growth is more readily available. Human Concepts is experienced in the workforce management market; its customer and partner Zentiva Group...
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Topics:
Learning,
Performance,
Business Performance,
Cloud Computing,
Mobility,
Operational Intelligence,
Workforce Performance,
Compensation,
Talent Management,
Workforce Analytics
It’s clear that now we are living in the era of big data. The stores of data on which modern businesses rely are already vast and increasing at an unprecedented pace. Organizations are capturing data at deeper levels of detail and keeping more history than they ever have before. Managing all of the data is thus emerging as one of the key challenges of the new decade.
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Topics:
Data Warehousing,
RDBMS,
IT Performance,
Business Intelligence,
Cloud Computing,
Data Management,
Information Management,
Strata+Hadoop
Last week SAP launched the 4.0 Release of its Business Intelligence and Enterprise Information Management products in conjunction with the New York City stop on its “SAP Run Better Tour”. My colleague Mark Smith has already covered the announcement in the context of some of today’s major technology trends. In this post, I’ll focus on the specifics of the product announcements.
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Topics:
Sales Performance,
SAP,
Social Media,
IT Performance,
Operational Performance,
Analytics,
Business Intelligence,
Business Performance,
Business Technology,
CIO,
Collaboration,
Enterprise Software,
Financial Performance,
Information Management,
Information Technology,
Mobility,
Operational Intelligence,
Workforce Performance
Taxes are a big expense for most companies, profitable or not. Many larger and midsize companies must traverse a complex and constantly shifting landscape of tax rules, rates, and jurisdictions. I’ve previously written about the need for corporations to manage their taxes more intelligently, and that that may require someone in the tax department who understands both the department’s functional requirements and what information technology can do to improve those functions. Today I am going to...
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Topics:
Tax,
Business Performance,
Financial Performance,
CFO,
Corporate Finance,
Financial Performance Management
At Informatica’s recent industry analyst summit, Chris Boorman, the company’s chief marketing officer, opened the event by describing Informatica as expanding beyond its core offering in data integration in a broader sense. He compared this growth to Amazon expanding from being an online bookseller to offering computing resources via Amazon Web Services. I see it almost the opposite way. Informatica has always been in the data integration business. It has excelled at making this area of IT more...
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Topics:
Sales Performance,
Analytics,
Business Intelligence,
Cloud Computing,
Customer & Contact Center,
Data Integration,
Informatica,
Information Management,
Workforce Performance