Ventana Research Analyst Perspectives

Aspect Provides Customer Engagement Center in the Cloud

Posted by Ventana Research on Sep 25, 2016 1:35:43 AM

Aspect is a well-established global provider of contact center systems. Its portfolio of products includes applications for contact centers, self-service, workforce optimization and analytics. In May the company announced it has gained clearance for restructuring its debt, which means it is in a better financial position  to invest in its products and global ecosystem of partners, to the benefit of its customers and new prospects. In a recent briefing Aspect’s SVP and general manager of workforce optimization, Mike Burke, asserted that the restructuring will benefit its customers and cited healthy numbers around its pipeline, sales and revenue, including significant recurring revenue from sales of cloud-based products.

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Topics: Customer & Contact Center, Call Center, Customer Experience

Get to Know Enterprise Spreadsheets to Improve Business Effectiveness

Posted by Ventana Research on Sep 21, 2016 12:20:41 AM

Ventana Research coined the term “enterprise spreadsheet” in 2004 to describe a variety of software applications that add a desktop spreadsheet’s user interface (usually that of Microsoft Excel) to components that address the issues that arise when desktop spreadsheets are used in repetitive, collaborative enterprise processes. Enterprise spreadsheets are designed to provide the best of both worlds in that they offer the ease of use and flexibility of desktop spreadsheets while overcoming their defects – chiefly inability to maintain data integrity, lack of referential integrity and dimensionality, absence of workflow and process controls, limited security and access controls as well as poor auditability. All of these issues can cause serious problems for business use, which I’ll discuss below.

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Topics: Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Customer Performance, Financial Performance, Financial Performance Management (FPM), Information Management, Operational Performance, Sales Performance, Supply Chain Performance, Analytics, Office of Finance

Digital Business Innovation and Enterprise Messaging Work Well Together

Posted by Ventana Research on May 11, 2016 8:30:46 AM

Organizations are facing a digital transformation, as I have written, that is rapidly changing the applications and services that businesses use to operate and deliver information. This new digital generation addresses the expectations of consumers and business partners for information and service in real time. One example of it is enterprise messaging. Recently I wrote about the shift to this technology and the challenges it poses for organizations that lack sufficient skills. However, new messaging appliances and virtualized messaging can carry some of this burden. By interconnecting them, organizations can be more confident in their ability to support the range of information and applications that operate in real time, not only for people but on devices and machines.

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Topics: Business Analytics, Business Collaboration, Business Performance, Cloud Computing, Customer & Contact Center, Customer Performance, Enterprise messaging, Internet of Things, IoT, mid, Financial Performance, Governance, Risk & Compliance (GRC), Information Management, Operational Performance, Sales Performance, Social Media, Supply Chain Performance, Uncategorized, Big Data

Research Agenda: Transforming Customer Engagement in 2016

Posted by Richard Snow on Feb 7, 2016 9:05:22 PM

I have been involved in the contact center, CRM and customer engagement business for more than 25 years. Yet only in the past few years have I seen much change. Until recently nearly all organizations focused on handling customer interactions as efficiently and inexpensively as possible; few made much effort to manage customer relationships over the complete customer life cycle. However, over the last 18 months, the scene has begun to change very rapidly, and I expect that to continue and even accelerate during 2016.

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Topics: Analytics, Big Data, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Engagement, Customer Service, Speech Analytics, Text Analytics, Uncategorized, Voice of the Customer, Customer Experience

Tidemark Enables More Effective Business Planning

Posted by Robert Kugel on Nov 17, 2015 10:27:58 PM

Tidemark Systems offers a suite of business planning applications that enable corporations to plan more effectively. The software facilitates rapid creation and frequent updating of integrated company plans by making it easy for individual business functions to create their own plans while allowing headquarters to connect them to create a unified view. I coined the term “integrated business planning” a decade ago to highlight the potential for technology to substantially improve the effectiveness of planning and budgeting in corporations, and it remains true that integrating business planning can produce superior results. Companies that maintain direct links between functional or departmental plans more often have a planning process that works well than others. Our next-generation business planning benchmark research shows that two-thirds (66%) of those that maintain such links have a planning process that works well or very well, compared to 40 percent that copy information from individual plans into an overall plan and just 25 percent in which plans have little or no connection.

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Topics: Analytics, Budgeting, Business Performance, Business Performance Management (BPM), Business Planning, Customer & Contact Center, Demand Planning, Financial Performance, Financial Performance Management (FPM), Human Capital, Integrated Business Planning, Operational Performance, Planning, Project Planning, Reporting, Sales Performance, Supply Chain Performance, Customer Experience, Marketing Planning