Ventana Research Analyst Perspectives

Intacct is a Sage Investment

Posted by Robert Kugel on Nov 14, 2017 8:54:40 AM

Sage Intacct recently held its annual user group meeting. The cloud financial management software service provider targets rapidly growing small- and midsize services companies. Within this broad category, Sage Intacct focuses on verticals including software, financial services, healthcare, nonprofits, wholesale and franchisers.

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Topics: Office of Finance, Recurring Revenue, Cloud Computing, asc 606, Enterprise Resource Planning, ERP and Continuous Accounting, revenue recognition

Unit4 Prevero Provides a Practical Alternative to Spreadsheets

Posted by Robert Kugel on Sep 22, 2017 8:15:14 AM

In 2016 Unit4 acquired Prevero, a financial performance management software company. The acquisition reflects a trend toward the convergence of transactional and analytical business applications. ERP and financial management software vendors increasingly are adding analytic capabilities – especially in financial performance management (FPM) – to the core functions of transaction processing and accounting in order to broaden the scope of their offerings. The integration of transaction processing and analytical software is especially valuable to Unit4’s core customer base of midsize organizations, which we define as those with 100 to 1,000 employees. Midsize entities have almost the same systems requirements as larger ones but lack the resources the latter enjoy.

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Topics: Marketing, Office of Finance, Continuous Planning, Analytics, Business Intelligence, Cloud Computing, Collaboration, Workforce Management, Financial Performance Management, FPM, Work and Resource Management, Operations & Supply Chain, Sales Planning and Analytics

Genesys Doubles Down on Customer Experience Platform

Posted by Richard Snow on Jul 17, 2017 12:54:43 AM

Today many conversations about contact centers and CRM focus on customer engagement and the customer experience. Customer engagement should be relatively straightforward, addressing how organizations interact with customers through different channels of engagement. However, when it comes to customer experience, I believe many miss the point. The key word is experience, which means it is ultimately about perceptions and emotions. Companies must consider how customers feel prior to, during and after interactions. A common example would be a customer who feels frustrated when he or she gets a bill and believes it is wrong, who then gets angry talking to an agent who can do nothing about it and, as a result, considers changing suppliers.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Customer Service, Contact Center, Billing and Recurring Revenue, Workforce Optimization

Technology Improves Customer Experience: Does Yours?

Posted by Richard Snow on Jun 29, 2017 10:11:41 AM

Our benchmark research into next-generation customer engagement finds that three-quarters (77%) of organizations participating in the research said it is very important to improve the way they engage with customers. The two main drivers behind this are improving the customer experience (cited by 74%) and im­proving performance of the custo­mer service organization (70%). This is important because most companies said their customers have good experiences, but only one-third said that experience is excellent.

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Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Cloud Computing, Collaboration, Customer Service, Internet of Things, Contact Center, digital technology, Omnichannel, Customer Journey Maps, Billing and Recurring Revenue

Broken Analytics and BI? Natural Language and Notifications Can Help

Posted by Mark Smith on Jun 15, 2017 11:43:55 PM

If we look at the focus of technology vendors for analytics and business intelligence or business applications providers deploying these capabilities in the last five years, we see that they have elevated the importance on the value of visualization and dashboards. These promotions might be understandable, but will they make business and the people using them more intelligent?

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Topics: Big Data, data science, Mobile, Machine Learning, Analytics, Business Intelligence, Cloud Computing, Collaboration, Information Optimization, digital technology, Machine Learning and Cognitive Computing