Ventana Research Analyst Perspectives

Intacct Advances Subscription Billing and Reporting

Posted by Robert Kugel on Nov 9, 2016 7:32:11 AM

Intacct, a cloud-based ERP vendor focused on midsize companies, recently held its annual user group meeting. Two of its products that were covered in the keynote are worth noting. One, already available, enables companies to manage their order-to-cash process in a continuous fashion, from the time a salesperson begins to engage with a prospect to the time funds are collected. The other is a custom report writer, to be available in the first quarter of 2017, that will provide business users with the ability to create even complex reports from any data that resides within Intacct in a straightforward, interactive fashion that is similar to building reports in a desktop spreadsheet. The company also presented modules that will facilitate compliance with the new revenue recognition standards.

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Topics: SaaS, Sales, Customer Engagement, Customer Experience, ERP, Human Capital Management, Marketing, NetSuite, Office of Finance, customer life cycle, Customer Service, billing software, asc 606

Aria Enables Effective Recurring Revenue Management

Posted by Robert Kugel on Feb 7, 2016 8:29:47 PM

Aria Systems provides companies with software for managing subscription or recurring revenue business models. A recurring revenue business models includes three types of selling and billing structures: a one-time transaction plus a periodic service charge; subscription-based services involving periodic charges; or a contractual relationship that charges periodically for goods and services. Aria’s cloud-based software addresses key requirements of users in the marketing, sales, operations and accounting functions in this type of business.

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Topics: SaaS, Sales, Sales Performance, Customer Engagement, Customer Experience, ERP, Marketing, NetSuite, Office of Finance, Recurring Revenue, customer life cycle, Customer Performance, Operational Performance, Business Analytics, Business Performance, Cloud Computing, Customer Service, Financial Performance, Business Performance Management (BPM), Sales Performance Management (SPM), billing software

Justifying Analytics for Agents and Better Customer Service

Posted by Ventana Research on Oct 18, 2012 11:50:03 AM

Our new world of multifaceted customer communications is driven by moments of interaction with the brand, often called moments of truth. Today’s call center analytics put companies in a position to manage these moments. Analytics that are specific to the call center include desktop analytics, event stream analytics, speech analytics, text analytics, cross-channel analytics and predictive modeling. These analytics, in turn, drive areas such as agent training and coaching, time and capacity optimization, customer satisfaction and loyalty, and cross-sell and upsell opportunities.

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Topics: Customer Engagement, Customer Experience, customer life cycle, call center analytics, capacity utilization, Operational Performance, Business Analytics, Business Intelligence, Customer & Contact Center, Workforce Performance, Call Center, Workforce Analytics, NPS