ISG Software Research Analyst Perspectives

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We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution. <a href="https://www.ventanaresearch.com/services/vendors/analyst_relations" rel="noopener">Analyst Relations</a> <a href="https://www.ventanaresearch.com/services/vendors/demand_generation" rel="noopener">Demand Generation</a> <a href="https://www.ventanaresearch.com/services/vendors/product-marketing" rel="noopener">Product Marketing</a> <a href="https://www.ventanaresearch.com/vendor-coverage" target="_self" role="menuitem">Market Coverage</a> <a href="https://www.ventanaresearch.com/briefing" target="_self" role="menuitem">Request a Briefing</a> </div> <ul></ul> <div class="bottom_rich_text"> </div> </div> </div> </div> </div> </div> <script src="https://blog.isg-research.net/hs-fs/hub/2035844/hub_generated/template_assets/90531223305/1725882478811/Ventana_Research_2023/js/mmenu.min.js"></script> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div id="hs_cos_wrapper_Structured_data" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"></div> <div class="body-container-wrapper"> <div class="blog-header background-image post_page_2" data-bg-color="secondary" style="background-size:cover;background-position:50%;background-repeat:no-repeat;background-image:url(https://blog.isg-research.net/hubfs/_images/_backgrounds/314838419_1200px.jpg)">  <div class="row-fluid"> <div class="blog-header__inner dnd-row"> <div class="blog--post__image dnd-section">  <h1 class="analyst-header-title">Analyst Perspectives</h1>  </div> </div> </div> </div> <div class="content-wrapper-listing blog-single"> <div class="blog-content-wrapper"> <div>  <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://blog.isg-research.net/2013/06/23/cisco-to-foster-smarter-network-of-data-by-acquiring-composite-software">Cisco to Foster Smarter Network of Data by Acquiring Composite Software</a></h2> <div class="author-meta"> Posted by <a href="https://blog.isg-research.net/author/mark-smith"> Mark Smith </a> on 23 June 2013 </div> <hr>  </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_infomgt_barriers_to_information_management1-6.png?width=200&name=vr_infomgt_barriers_to_information_management1-6.png" width="200" !important: srcset="https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_infomgt_barriers_to_information_management1-6.png?width=100&name=vr_infomgt_barriers_to_information_management1-6.png 100w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_infomgt_barriers_to_information_management1-6.png?width=200&name=vr_infomgt_barriers_to_information_management1-6.png 200w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_infomgt_barriers_to_information_management1-6.png?width=300&name=vr_infomgt_barriers_to_information_management1-6.png 300w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_infomgt_barriers_to_information_management1-6.png?width=400&name=vr_infomgt_barriers_to_information_management1-6.png 400w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_infomgt_barriers_to_information_management1-6.png?width=500&name=vr_infomgt_barriers_to_information_management1-6.png 500w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_infomgt_barriers_to_information_management1-6.png?width=600&name=vr_infomgt_barriers_to_information_management1-6.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <a href="http://newsroom.cisco.com/release/1209710" target="_blank">Cisco Systems has announced</a> its intent to acquire Composite Software, which provides data virtualization to help IT departments interconnect data and systems; the purchase is scheduled to complete in early August. Cisco of course is known for its ability to interconnect just about anything with its networking technology; this acquisition will help it connect data better across networks. Over the last decade Composite had been refining the science of virtualizing data but had reached the peak of... </div> <a href="https://blog.isg-research.net/2013/06/23/cisco-to-foster-smarter-network-of-data-by-acquiring-composite-software"> Read More </a> Topics: <a href="https://blog.isg-research.net/topic/big-data">Big Data</a>, <a href="https://blog.isg-research.net/topic/networking">Networking</a>, <a href="https://blog.isg-research.net/topic/it-performance">IT Performance</a>, <a href="https://blog.isg-research.net/topic/operational-performance">Operational Performance</a>, <a href="https://blog.isg-research.net/topic/business-analytics">Business Analytics</a>, <a href="https://blog.isg-research.net/topic/business-intelligence">Business Intelligence</a>, <a href="https://blog.isg-research.net/topic/business-performance">Business Performance</a>, <a href="https://blog.isg-research.net/topic/cloud-computing">Cloud Computing</a>, <a href="https://blog.isg-research.net/topic/data-management">Data Management</a>, <a href="https://blog.isg-research.net/topic/information-applications">Information Applications</a>, <a href="https://blog.isg-research.net/topic/information-management">Information Management</a>, <a href="https://blog.isg-research.net/topic/cisco">Cisco</a>, <a href="https://blog.isg-research.net/topic/composite-software">Composite Software</a>, <a href="https://blog.isg-research.net/topic/data">Data</a>, <a href="https://blog.isg-research.net/topic/data-virtualization">Data Virtualization</a>, <a href="https://blog.isg-research.net/topic/information-optimization">Information Optimization</a>, <a href="https://blog.isg-research.net/topic/internet-of-everything">Internet of Everything</a>, <a href="https://blog.isg-research.net/topic/stratahadoop">Strata+Hadoop</a> <hr> </div> <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://blog.isg-research.net/2013/02/21/cisco-advances-customer-interactions-and-collaboration-in-contact-center">Cisco Advances Customer Interactions and Collaboration in Contact Center</a></h2> <div class="author-meta"> Posted by <a href="https://blog.isg-research.net/author/isg-software-research"> ISG Software Research </a> on 21 February 2013 </div> <hr>  </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_ccc_actions_to_improve_customer_interaction1-2.png?width=200&name=vr_ccc_actions_to_improve_customer_interaction1-2.png" width="200" !important: srcset="https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_ccc_actions_to_improve_customer_interaction1-2.png?width=100&name=vr_ccc_actions_to_improve_customer_interaction1-2.png 100w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_ccc_actions_to_improve_customer_interaction1-2.png?width=200&name=vr_ccc_actions_to_improve_customer_interaction1-2.png 200w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_ccc_actions_to_improve_customer_interaction1-2.png?width=300&name=vr_ccc_actions_to_improve_customer_interaction1-2.png 300w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_ccc_actions_to_improve_customer_interaction1-2.png?width=400&name=vr_ccc_actions_to_improve_customer_interaction1-2.png 400w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_ccc_actions_to_improve_customer_interaction1-2.png?width=500&name=vr_ccc_actions_to_improve_customer_interaction1-2.png 500w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_ccc_actions_to_improve_customer_interaction1-2.png?width=600&name=vr_ccc_actions_to_improve_customer_interaction1-2.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <a href="http://www.cisco.com/" target="_blank">Cisco</a> is without doubt best known as a supplier of networking systems. Its products have been used by companies large and small to build local and wide area networks. It has played in the contact center space as a provider of network and call management systems that sit between public networks and contact center agents to manage the delivery of interactions to the right extensions and provide agents with softphones so they can manage inbound and outbound calls. These systems were designed to... </div> <a href="https://blog.isg-research.net/2013/02/21/cisco-advances-customer-interactions-and-collaboration-in-contact-center"> Read More </a> Topics: <a href="https://blog.isg-research.net/topic/sales-performance">Sales Performance</a>, <a href="https://blog.isg-research.net/topic/social-media">Social Media</a>, <a href="https://blog.isg-research.net/topic/customer-experience">Customer Experience</a>, <a href="https://blog.isg-research.net/topic/logitech">Logitech</a>, <a href="https://blog.isg-research.net/topic/mobile-apps">Mobile Apps</a>, <a href="https://blog.isg-research.net/topic/operational-performance">Operational Performance</a>, <a href="https://blog.isg-research.net/topic/analytics">Analytics</a>, <a href="https://blog.isg-research.net/topic/business-analytics">Business Analytics</a>, <a href="https://blog.isg-research.net/topic/business-collaboration">Business Collaboration</a>, <a href="https://blog.isg-research.net/topic/cloud-computing">Cloud Computing</a>, <a href="https://blog.isg-research.net/topic/collaboration">Collaboration</a>, <a href="https://blog.isg-research.net/topic/customer-contact-center">Customer & Contact Center</a>, <a href="https://blog.isg-research.net/topic/customer-service">Customer Service</a>, <a href="https://blog.isg-research.net/topic/call-center">Call Center</a>, <a href="https://blog.isg-research.net/topic/cisco">Cisco</a>, <a href="https://blog.isg-research.net/topic/contact-center">Contact Center</a>, <a href="https://blog.isg-research.net/topic/contact-center-analytics">Contact Center Analytics</a>, <a href="https://blog.isg-research.net/topic/crm">CRM</a>, <a href="https://blog.isg-research.net/topic/unified-communications">Unified Communications</a>, <a href="https://blog.isg-research.net/topic/upstream-works">Upstream Works</a>, <a href="https://blog.isg-research.net/topic/social">Social</a>, <a href="https://blog.isg-research.net/topic/workforce-force-optimization">Workforce Force Optimization</a> <hr> </div> <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://blog.isg-research.net/2013/01/17/cisco-finesse-provides-innovative-agent-desktop">Cisco Finesse Provides Innovative Agent Desktop</a></h2> <div class="author-meta"> Posted by <a href="https://blog.isg-research.net/author/isg-software-research"> ISG Software Research </a> on 17 January 2013 </div> <hr>  </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_db_impact_of_agents_accessing_multiple_systems1-3.png?width=200&name=vr_db_impact_of_agents_accessing_multiple_systems1-3.png" width="200" !important: srcset="https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_db_impact_of_agents_accessing_multiple_systems1-3.png?width=100&name=vr_db_impact_of_agents_accessing_multiple_systems1-3.png 100w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_db_impact_of_agents_accessing_multiple_systems1-3.png?width=200&name=vr_db_impact_of_agents_accessing_multiple_systems1-3.png 200w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_db_impact_of_agents_accessing_multiple_systems1-3.png?width=300&name=vr_db_impact_of_agents_accessing_multiple_systems1-3.png 300w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_db_impact_of_agents_accessing_multiple_systems1-3.png?width=400&name=vr_db_impact_of_agents_accessing_multiple_systems1-3.png 400w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_db_impact_of_agents_accessing_multiple_systems1-3.png?width=500&name=vr_db_impact_of_agents_accessing_multiple_systems1-3.png 500w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_db_impact_of_agents_accessing_multiple_systems1-3.png?width=600&name=vr_db_impact_of_agents_accessing_multiple_systems1-3.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> My recent benchmark into the <a href="//www.ventanaresearch.com/agentdesktop/" target="_blank">unified customer service agent desktop</a> shows how critical the agent desktop is to improving agent satisfaction, meeting key customer-related metrics and enhancing the customer experience. The typical agent desktop contains multiple systems that allow agents access to multiple communication channels, business applications, messages and performance dashboards. The result is that the desktop is cluttered with systems, frustrating agents, driving up average interaction... </div> <a href="https://blog.isg-research.net/2013/01/17/cisco-finesse-provides-innovative-agent-desktop"> Read More </a> Topics: <a href="https://blog.isg-research.net/topic/sales-performance">Sales Performance</a>, <a href="https://blog.isg-research.net/topic/customer-experience">Customer Experience</a>, <a href="https://blog.isg-research.net/topic/voice-of-the-customer">Voice of the Customer</a>, <a href="https://blog.isg-research.net/topic/operational-performance">Operational Performance</a>, <a href="https://blog.isg-research.net/topic/analytics">Analytics</a>, <a href="https://blog.isg-research.net/topic/cloud-computing">Cloud Computing</a>, <a href="https://blog.isg-research.net/topic/collaboration">Collaboration</a>, <a href="https://blog.isg-research.net/topic/customer-contact-center">Customer & Contact Center</a>, <a href="https://blog.isg-research.net/topic/customer-service">Customer Service</a>, <a href="https://blog.isg-research.net/topic/call-center">Call Center</a>, <a href="https://blog.isg-research.net/topic/cisco">Cisco</a>, <a href="https://blog.isg-research.net/topic/contact-center">Contact Center</a>, <a href="https://blog.isg-research.net/topic/crm">CRM</a>, <a href="https://blog.isg-research.net/topic/upstream-works">Upstream Works</a>, <a href="https://blog.isg-research.net/topic/workforce-force-optimization">Workforce Force Optimization</a> <hr> </div> <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://blog.isg-research.net/2012/08/02/salesforce-com-advances-customer-interaction">Salesforce.com Advances Customer Interaction</a></h2> <div class="author-meta"> Posted by <a href="https://blog.isg-research.net/author/isg-software-research"> ISG Software Research </a> on 02 August 2012 </div> <hr>  </div> <div class="list-card-p"><div class="wrapingimage"> <img src="" width="200" !important:> </div> Since it was founded in 1999, <a href="http://www.salesforce.com/" target="_blank">salesforce.com</a> has been driving other vendors and end-user organizations to rethink how they supply and purchase software. The company has grown from being a supplier of CRM in the cloud to a vendor with diverse offerings that include a development platform, an app exchange, platforms that support marketing, sales and customer service, knowledge management, desktop technology, collaboration, website development, social media support and analytics. Along the way it... </div> <a href="https://blog.isg-research.net/2012/08/02/salesforce-com-advances-customer-interaction"> Read More </a> Topics: <a href="https://blog.isg-research.net/topic/salesforce-com">Salesforce.com</a>, <a href="https://blog.isg-research.net/topic/social-media">Social Media</a>, <a href="https://blog.isg-research.net/topic/customer-analytics">Customer Analytics</a>, <a href="https://blog.isg-research.net/topic/customer-data-management">Customer Data Management</a>, <a href="https://blog.isg-research.net/topic/customer-experience">Customer Experience</a>, <a href="https://blog.isg-research.net/topic/social-crm">Social CRM</a>, <a href="https://blog.isg-research.net/topic/speech-analytics">Speech Analytics</a>, <a href="https://blog.isg-research.net/topic/voice-of-the-customer">Voice of the Customer</a>, <a href="https://blog.isg-research.net/topic/liveops">LiveOps</a>, <a href="https://blog.isg-research.net/topic/newvoicemedia">NewVoicemedia</a>, <a href="https://blog.isg-research.net/topic/analytics">Analytics</a>, <a href="https://blog.isg-research.net/topic/business-collaboration">Business Collaboration</a>, <a href="https://blog.isg-research.net/topic/cloud-computing">Cloud Computing</a>, <a href="https://blog.isg-research.net/topic/customer-contact-center">Customer & Contact Center</a>, <a href="https://blog.isg-research.net/topic/customer-service">Customer Service</a>, <a href="https://blog.isg-research.net/topic/call-center">Call Center</a>, <a href="https://blog.isg-research.net/topic/cisco">Cisco</a>, <a href="https://blog.isg-research.net/topic/contact-center">Contact Center</a>, <a href="https://blog.isg-research.net/topic/contact-center-analytics">Contact Center Analytics</a>, <a href="https://blog.isg-research.net/topic/crm">CRM</a>, <a href="https://blog.isg-research.net/topic/interactive-intelligence">Interactive Intelligence</a>, <a href="https://blog.isg-research.net/topic/text-analytics">Text Analytics</a>, <a href="https://blog.isg-research.net/topic/vocalcom">Vocalcom</a> <hr> </div> <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://blog.isg-research.net/2011/10/15/new-customer-and-contact-center-technology-at-call-centre-expo">New Customer and Contact Center Technology at Call Centre Expo</a></h2> <div class="author-meta"> Posted by <a href="https://blog.isg-research.net/author/isg-software-research"> ISG Software Research </a> on 15 October 2011 </div> <hr>  </div> <div class="list-card-p"><div class="wrapingimage"> <img src="" width="200" !important:> </div> I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase. </div> <a href="https://blog.isg-research.net/2011/10/15/new-customer-and-contact-center-technology-at-call-centre-expo"> Read More </a> Topics: <a href="https://blog.isg-research.net/topic/predictive-analytics">Predictive Analytics</a>, <a href="https://blog.isg-research.net/topic/sap">SAP</a>, <a href="https://blog.isg-research.net/topic/social-media">Social Media</a>, <a href="https://blog.isg-research.net/topic/customer-analytics">Customer Analytics</a>, <a href="https://blog.isg-research.net/topic/customer-data-management">Customer Data Management</a>, <a href="https://blog.isg-research.net/topic/customer-experience">Customer Experience</a>, <a href="https://blog.isg-research.net/topic/customer-feedback-management">Customer Feedback Management</a>, <a href="https://blog.isg-research.net/topic/social-crm">Social CRM</a>, <a href="https://blog.isg-research.net/topic/speech-analytics">Speech Analytics</a>, <a href="https://blog.isg-research.net/topic/voice-of-the-customer">Voice of the Customer</a>, <a href="https://blog.isg-research.net/topic/call-copy">Call Copy</a>, <a href="https://blog.isg-research.net/topic/enghouse-interactive">Enghouse interactive</a>, <a href="https://blog.isg-research.net/topic/enkata">Enkata</a>, <a href="https://blog.isg-research.net/topic/genesys">Genesys</a>, <a href="https://blog.isg-research.net/topic/newvoicemedia">NewVoicemedia</a>, <a href="https://blog.isg-research.net/topic/nexidia">Nexidia</a>, <a href="https://blog.isg-research.net/topic/shoretel">ShoreTel</a>, <a href="https://blog.isg-research.net/topic/operational-performance">Operational Performance</a>, <a href="https://blog.isg-research.net/topic/analytics">Analytics</a>, <a href="https://blog.isg-research.net/topic/business-mobility">Business Mobility</a>, <a href="https://blog.isg-research.net/topic/cloud-computing">Cloud Computing</a>, <a href="https://blog.isg-research.net/topic/customer-contact-center">Customer & Contact Center</a>, <a href="https://blog.isg-research.net/topic/customer-service">Customer Service</a>, <a href="https://blog.isg-research.net/topic/workforce-performance">Workforce Performance</a>, <a href="https://blog.isg-research.net/topic/call-center">Call Center</a>, <a href="https://blog.isg-research.net/topic/cisco">Cisco</a>, <a href="https://blog.isg-research.net/topic/contact-center">Contact Center</a>, <a href="https://blog.isg-research.net/topic/contact-center-analytics">Contact Center Analytics</a>, <a href="https://blog.isg-research.net/topic/crm">CRM</a>, <a href="https://blog.isg-research.net/topic/desktop-analytics">Desktop Analytics</a>, <a href="https://blog.isg-research.net/topic/interactive-intelligence">Interactive Intelligence</a>, <a href="https://blog.isg-research.net/topic/text-analytics">Text Analytics</a>, <a href="https://blog.isg-research.net/topic/unified-communications">Unified Communications</a>, <a href="https://blog.isg-research.net/topic/workforce-management">Workforce Management</a>, <a href="https://blog.isg-research.net/topic/and-verint">and Verint</a>, <a href="https://blog.isg-research.net/topic/ctalk-ltd">cTalk Ltd</a>, <a href="https://blog.isg-research.net/topic/noble-systems">Noble Systems</a>, <a href="https://blog.isg-research.net/topic/digital-technology">Digital Technology</a> <hr> </div> <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://blog.isg-research.net/2010/12/29/cisco-finesses-agents-with-real-time-support-using-nexidia">Cisco Finesses Agents with Real Time Support Using Nexidia</a></h2> <div class="author-meta"> Posted by <a href="https://blog.isg-research.net/author/isg-software-research"> ISG Software Research </a> on 29 December 2010 </div> <hr>  </div> <div class="list-card-p"><div class="wrapingimage"> <img src="" width="200" !important:> </div> Contact centers face a number of challenges beyond simply answering customer calls. Among them are improving  customer satisfaction, increasing the number of calls resolved at the first attempt and ensuring agents comply with  regulations. But chief among these, my research into <a href="//www.ventanaresearch.com/ccam" target="_blank">contact center analytics</a> shows, is the mandate to reduce the average length of time it takes to complete calls. </div> <a href="https://blog.isg-research.net/2010/12/29/cisco-finesses-agents-with-real-time-support-using-nexidia"> Read More </a> Topics: <a href="https://blog.isg-research.net/topic/customer-experience">Customer Experience</a>, <a href="https://blog.isg-research.net/topic/nexidia">Nexidia</a>, <a href="https://blog.isg-research.net/topic/operational-performance">Operational Performance</a>, <a href="https://blog.isg-research.net/topic/customer-contact-center">Customer & Contact Center</a>, <a href="https://blog.isg-research.net/topic/call-center">Call Center</a>, <a href="https://blog.isg-research.net/topic/cisco">Cisco</a>, <a href="https://blog.isg-research.net/topic/contact-center">Contact Center</a>, <a href="https://blog.isg-research.net/topic/crm">CRM</a> <hr> </div> <script> // Check active classes var checkClass = function() { if ( $('.fil_item').hasClass('hide') ) { $('.fil_item').removeClass('hide'); } }; // Category filters $('.all').click( function() { checkClass(); }); // Active tag $('.bttn').click(function(){ $('.bttn').removeClass('active'); $(this).addClass('active'); }) </script> </div> <div class="blog-numeric-pagination span12 ">   </div> </div> <div class="blog-sidebar">   <style> .blog-sidebar h3 { font-size: 18px; margin-bottom: 30px; position: relative; color: var(--light_blue); padding-top:40px; } .btn-secondary, .filter-expand-link { text-transform: uppercase; background-color: #113049!important; border-color: #113049!important; color: #ffffff!important; transition: all .15s ease-in-out; animation-timing-function: ease-in-out; font-family: 'Open Sans', sans-serif; font-style: normal; font-weight: 500; text-decoration: none; font-size: 0.875rem; line-height: 1.4000000000000001rem; border-radius: 6px; height: 3.5rem; text-align: center; padding: 0 2.8125rem; border: 1px solid; display: -webkit-inline-box; display: -ms-inline-flexbox; display: inline-flex; -webkit-box-align: center; -ms-flex-align: center; align-items: center; } .filter-expand-link { text-transform: uppercase; background-color: #113049!important; border-color: #113049!important; color: #ffffff!important; transition: all .15s ease-in-out; animation-timing-function: ease-in-out; font-family: 'Open Sans', sans-serif; font-style: normal; font-weight: 500; text-decoration: none; font-size: 0.875rem; line-height: 1.4000000000000001rem; border-radius: 6px; height: 3.5rem; text-align: center; padding: 0 2.8125rem; border: 1px solid; display: -webkit-inline-box; display: -ms-inline-flexbox; display: inline-flex; -webkit-box-align: center; -ms-flex-align: center; align-items: center; } </style> <a href="https://cta-redirect.hubspot.com/cta/redirect/2035844/960cd0b7-7494-40d3-ac1c-5825d5a075be"><img class="hs-cta-img" id="hs-cta-img-960cd0b7-7494-40d3-ac1c-5825d5a075be" style="border-width:0px;" src="https://no-cache.hubspot.com/cta/default/2035844/960cd0b7-7494-40d3-ac1c-5825d5a075be.png" alt="JOIN OUR COMMUNITY"></a><script charset="utf-8" src="https://js.hscta.net/cta/current.js"></script><script type="text/javascript"> hbspt.cta.load(2035844, '960cd0b7-7494-40d3-ac1c-5825d5a075be', {"useNewLoader":"true","region":"na1"}); </script> <h3>Our Analyst Perspective Policy</h3> <ul> <li style="display: none; list-style: none;"> Ventana Research’s Analyst Perspectives are fact-based analysis and guidance on business, <g class="gr_ gr_12 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="12" data-gr-id="12">industry</g> and technology vendor trends. 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If you have any issue with an Analyst Perspective, please email them to <a href="mailto:ChiefResearchOfficer@ventanaresearch.com" style="color: #284a7b;">ChiefResearchOfficer@ventanaresearch.com</a> </li> </ul> <a class="btn-secondary" href="https://www.ventanaresearch.com/analyst-perspective-policy">View Policy</a>  <div id="hs_cos_wrapper_module_168621267066296" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> </style> <h3 style="color: #255a89;">Our Analysts</h3>  <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://davidmenninger.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=100&name=Menninger.David%20Pic.Circle.png" alt="David Menninger" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=50&name=Menninger.David%20Pic.Circle.png 50w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=100&name=Menninger.David%20Pic.Circle.png 100w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=150&name=Menninger.David%20Pic.Circle.png 150w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=200&name=Menninger.David%20Pic.Circle.png 200w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=250&name=Menninger.David%20Pic.Circle.png 250w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=300&name=Menninger.David%20Pic.Circle.png 300w"> <h5 class="analyst_name">David Menninger</h5> </a> </div> <div class="span6" style="text-align: center;"> <a href="https://jefforr.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=100&name=Orr.Jeff.Circle.png" alt="Jeff Orr" width="100" data-constrained="true" caption="false" srcset="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=50&name=Orr.Jeff.Circle.png 50w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=100&name=Orr.Jeff.Circle.png 100w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=150&name=Orr.Jeff.Circle.png 150w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=200&name=Orr.Jeff.Circle.png 200w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=250&name=Orr.Jeff.Circle.png 250w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=300&name=Orr.Jeff.Circle.png 300w" sizes="(max-width: 100px) 100vw, 100px"> <h5 class="analyst_name">Jeff Orr</h5> </a> </div> </div>   <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://keithdawson.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=100&name=Dawson.Keith%20Pic.Circle.png" alt="Keith Dawson" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=50&name=Dawson.Keith%20Pic.Circle.png 50w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=100&name=Dawson.Keith%20Pic.Circle.png 100w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=150&name=Dawson.Keith%20Pic.Circle.png 150w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=200&name=Dawson.Keith%20Pic.Circle.png 200w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=250&name=Dawson.Keith%20Pic.Circle.png 250w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=300&name=Dawson.Keith%20Pic.Circle.png 300w"> <h5 class="analyst_name">Keith Dawson</h5> </a> </div> <div class="span6" style="text-align:center;"> <a href="https://marksmith.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=100&name=Smith.Mark%20Pic.Circle.png" alt="Mark Smith" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=50&name=Smith.Mark%20Pic.Circle.png 50w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=100&name=Smith.Mark%20Pic.Circle.png 100w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=150&name=Smith.Mark%20Pic.Circle.png 150w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=200&name=Smith.Mark%20Pic.Circle.png 200w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=250&name=Smith.Mark%20Pic.Circle.png 250w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=300&name=Smith.Mark%20Pic.Circle.png 300w"> <h5 class="analyst_name">Mark Smith</h5> </a> </div> </div>   <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://mattaslett.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=100&name=Aslett.Matt%20Pic.Circle.png" alt="Matt Aslett" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=50&name=Aslett.Matt%20Pic.Circle.png 50w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=100&name=Aslett.Matt%20Pic.Circle.png 100w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=150&name=Aslett.Matt%20Pic.Circle.png 150w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=200&name=Aslett.Matt%20Pic.Circle.png 200w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=250&name=Aslett.Matt%20Pic.Circle.png 250w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=300&name=Aslett.Matt%20Pic.Circle.png 300w"> <h5 class="analyst_name">Matt Aslett</h5> </a> </div> <div class="span6" style="text-align: center;"> <a href="https://matthewbrown.isg-research.net/"> <img class="analyst_img" style="width: 100px;" src="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=100&name=profile_vr_matthew_brown_circle_900x900.png" alt="Matthew Brown" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=50&name=profile_vr_matthew_brown_circle_900x900.png 50w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=100&name=profile_vr_matthew_brown_circle_900x900.png 100w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=150&name=profile_vr_matthew_brown_circle_900x900.png 150w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=200&name=profile_vr_matthew_brown_circle_900x900.png 200w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=250&name=profile_vr_matthew_brown_circle_900x900.png 250w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=300&name=profile_vr_matthew_brown_circle_900x900.png 300w"> <h5 class="analyst_name">Matthew Brown</h5> </a> </div> </div>   <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://robertkugel.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=100&name=Kugel.Robert%20Pic.Circle.png" alt="Robert Kugel" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=50&name=Kugel.Robert%20Pic.Circle.png 50w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=100&name=Kugel.Robert%20Pic.Circle.png 100w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=150&name=Kugel.Robert%20Pic.Circle.png 150w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=200&name=Kugel.Robert%20Pic.Circle.png 200w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=250&name=Kugel.Robert%20Pic.Circle.png 250w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=300&name=Kugel.Robert%20Pic.Circle.png 300w"> <h5 class="analyst_name">Robert Kugel</h5> </a> </div> <div class="span6" style="text-align: center;"> <a href="https://stephenhurrell.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=100&name=Hurrell.Stephen%20Pic.Circle.png" alt="Stephen Hurrell" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=50&name=Hurrell.Stephen%20Pic.Circle.png 50w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=100&name=Hurrell.Stephen%20Pic.Circle.png 100w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=150&name=Hurrell.Stephen%20Pic.Circle.png 150w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=200&name=Hurrell.Stephen%20Pic.Circle.png 200w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=250&name=Hurrell.Stephen%20Pic.Circle.png 250w, https://blog.isg-research.net/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=300&name=Hurrell.Stephen%20Pic.Circle.png 300w"> <h5 class="analyst_name">Stephen Hurrell</h5> </a> </div> </div>   <div class="row-fluid">  <div style="text-align: center;"> <a href="https://blog.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://blog.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=100&name=ISG_Bug_Reverse_Transparent.png" alt="ISG Software Research" width="100" data-constrained="true" caption="false" srcset="https://blog.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=50&name=ISG_Bug_Reverse_Transparent.png 50w, https://blog.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=100&name=ISG_Bug_Reverse_Transparent.png 100w, https://blog.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=150&name=ISG_Bug_Reverse_Transparent.png 150w, https://blog.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=200&name=ISG_Bug_Reverse_Transparent.png 200w, https://blog.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=250&name=ISG_Bug_Reverse_Transparent.png 250w, https://blog.isg-research.net/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=300&name=ISG_Bug_Reverse_Transparent.png 300w" sizes="(max-width: 100px) 100vw, 100px"> <h5 class="analyst_name">ISG Software Research</h5> </a> </div> </div>  </div> <div id="hs_cos_wrapper_module_1552944263900179" class="hs_cos_wrapper hs_cos_wrapper_widget 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<a href="https://blog.isg-research.net/topic/chargebacks">chargebacks (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/chart-of-accounts">chart of accounts (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/chatbots">Chatbots (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/chatter">Chatter (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/chief-risk-officer">Chief Risk Officer (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/chro">CHRO (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ci-cd">CI/CD (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/cicero">Cicero (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/cincom">Cincom (2)</a> </li> <li style="display:none;"> <a 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href="https://blog.isg-research.net/topic/dynamics-nav-dynamics-sl">Dynamics NAV Dynamics SL (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/e-discovery">e-discovery (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/echopass">Echopass (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/eclipse">Eclipse (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/edi">EDI (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ediscovery">eDiscovery (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/editorial">Editorial (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/effectiveness">effectiveness (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/eg-solutions">eg Solutions (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/elasticube">elasticube (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/eloqua">Eloqua (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/embedded-analytics">embedded analytics (95)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/emc">EMC (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/employee-engagement">Employee Engagement (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/employee-experience">employee experience (47)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/employee-onboarding">Employee Onboarding (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/employee-productivity">Employee Productivity (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/empower">Empower (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/end-to-end">end-to-end (7)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/endeca">endeca (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enghouse-interactive">Enghouse interactive (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enkata">Enkata (6)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enterprise-applications">Enterprise Applications (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enterprise-data-strategy">Enterprise Data Strategy (8)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enterprise-messaging-internet-of-things-iot-middle">Enterprise messaging, Internet of Things, IoT, mid (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enterprise-profitability-management">enterprise profitability management (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enterprise-resource-planning">Enterprise Resource Planning (72)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enterprise-risk-management">enterprise risk management (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enterprise-software">Enterprise Software (27)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enterprise-spreadsheet">enterprise spreadsheet (7)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enterprise-tax">Enterprise Tax (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/enterworks">Enterworks (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/environment-management">Environment Management (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/environmental">Environmental (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/envision">Envision (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/epicor">Epicor (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/epiphany">Epiphany (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/equifax">Equifax (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/equity-research">equity research (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/erm">ERM (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/erp">ERP (83)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/erp-and-continuous-accounting">ERP and Continuous Accounting (151)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/error">error (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/esg">ESG (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/esri">ESRI (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/essbase">Essbase (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ethority">eThority (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/event-data">Event Data (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/event-discovery">Event discovery (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/event-stream">Event Stream (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/event-stream-processing">Event Stream Processing (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/event-streams">Event Streams (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/exacttarget">ExactTarget (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/exadata">exadata (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/exalytics">Exalytics (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/excel">Excel (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/excentive">Excentive (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/executive">executive (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/expense">expense (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/expense-management">expense management (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/experience-management">Experience Management (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/expert-systems">Expert Systems (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/exploration">Exploration (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/exploratory-analytics">exploratory analytics (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/explorium">Explorium (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/extended-close">extended close (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/extended-reality">extended reality (16)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/external-data-platform">External Data Platform (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/exterro">Exterro (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/f-type">F-Type (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/fasb">FASB (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/fast-close">Fast close (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/feedback">Feedback (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/fei">FEI (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ferf-ceo">FERF CEO (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/field-service">Field Service (29)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/finance">finance (53)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/finance-analytics">Finance Analytics (7)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/finance-cloud">finance cloud (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/finance-financial-applications-financial-close">Finance Financial Applications Financial Close (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/finance-performance-management">Finance Performance Management (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/finance-transformation">finance transformation (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial">financial (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-analytics">financial analytics (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-applications">Financial Applications (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-close">Financial Close (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-governance">Financial Governance (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-management">Financial Management (7)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-model">financial model (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-performance">Financial Performance (561)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-performance-2">financial performance (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-performance-management">Financial Performance Management (237)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-performance-management-fpm">Financial Performance Management (FPM) (14)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-planning">financial planning (6)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-regulation">financial regulation (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-reporting">financial reporting (15)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-risk-management">financial risk management (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-services">Financial Services (8)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-software">financial software (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-standards">financial standards (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-statement">financial statement (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financial-systems">financial systems (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financialforce">FinancialForce (15)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financialforce-com">FinancialForce.com (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/financials">financials (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/five9">Five9 (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/flow">flow (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/fms">FMS (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/for-example-genesys">for example Genesys (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/forecast">Forecast (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/forecasting">forecasting (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/fpa">FP&A (22)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/fpm">FPM (83)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/fraud">Fraud (8)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/fuel50">Fuel50 (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/fusion-applications">Fusion Applications (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/gaap">GAAP (10)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/gamifiacation">Gamifiacation (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/gartner">Gartner (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/genai">GenAI (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/generative-ai">Generative AI (38)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/genesys">Genesys (10)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/geographic-information-systems">Geographic Information Systems (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/gis">GIS (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/global-payroll">Global Payroll (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/globoforce">Globoforce (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/golden-records">Golden Records. (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/gooddata">Gooddata (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/google">Google (10)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/governance">Governance (49)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/governance-risk">Governance & Risk (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/governance-risk-and-compliance">Governance Risk and Compliance (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/governance-risk-compliance-grc">Governance, Risk & Compliance (GRC) (143)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/grc">GRC (55)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/grc-governance-risk-compliance-risk-management-wat">GRC, governance, risk, compliance, risk management (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/green">Green (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/greenplum">Greenplum (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/gui">GUI (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hadoop">Hadoop (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hana">HANA (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/harvard-business-review">Harvard Business Review (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hawq">HAWQ (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hcm">HCM (57)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hcm-analytics">HCM Analytics (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hcm-systems">HCM Systems (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hcm-hr-hrms-workforce-management-learning-manageme">HCM, HR, HRMS, Workforce Management, Learning Mana (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hdfs">HDFS (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hdinsights">HDinsights (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hdp">HDP (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/headcount-planning">headcount planning (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/healthcare-compliance">Healthcare Compliance (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/healthcare-reform">Healthcare Reform (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/heiler">Heiler (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hewlett-packard">Hewlett Packard (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hirevue">HireVue (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hiring">Hiring (10)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hive">Hive (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hive9-marketing-performance-management">Hive9 Marketing Performance Management (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hortonworks">Hortonworks (14)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hospitality">Hospitality (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/host-analytics">Host Analytics (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hp">HP (7)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hp-neoview">HP Neoview (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hp-touchpad">HP Touchpad (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hr">HR (56)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hr-analytics">HR Analytics (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hr-management">HR Management (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hr-managementhrms">HR Management(HRMS) (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hr-research">HR research (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hr-tech">HR Tech (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hr-technology">HR technology (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hr-technology-conference">HR Technology Conference (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hrpayroll">HR/Payroll (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hris">HRIS (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hrms">HRMS (47)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/html5">HTML5 (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/hubspot">HubSpot (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/human-capital">Human Capital (45)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/human-capital-analytics">Human Capital Analytics 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href="https://blog.isg-research.net/topic/iac">IaC (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/iasb">IASB (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ibm">IBM (73)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ibm-business-analytics">IBM Business Analytics (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ibm-db2">IBM DB2 (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ibm-predictive-customer-intelligence">IBM Predictive Customer Intelligence (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ibm-spss">IBM SPSS (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ibm-watson">IBM Watson (8)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ibp">IBP (4)</a> </li> <li style="display:none;"> <a 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href="https://blog.isg-research.net/topic/kapplets">Kapplets (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/karmasphere">Karmasphere (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/kenandy">Kenandy (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/kenexa">Kenexa (8)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/key-performance-indicators">Key Performance Indicators (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/key-performance-indictors">Key Performance Indictors (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/kinaxis">Kinaxis (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/knoahsoft">KnoahSoft (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/knopahsoft">KnopahSoft (1)</a> </li> <li 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style="display:none;"> <a href="https://blog.isg-research.net/topic/pv-accelerator">PV Accelerator (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/pxm">PXM (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/qad">QAD (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/qlik">Qlik (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/qlik-qlik-sense">Qlik Qlik Sense (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/qlik-qonnections">Qlik Qonnections (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/qlik-analytics-qlik-sense-qlik-business-intelligen">Qlik, Analytics, Qlik Sense, Qlik, Business intell (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/qliktech">Qliktech (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/qlikview">QlikView (10)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/qualtrics">Qualtrics (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/quantrix">Quantrix (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/quinterian">Quinterian (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/quotas">Quotas (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/qvidian">Qvidian (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/r">R (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ransomware">Ransomware (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/rapide">Rapide (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/rapidminer">Rapidminer 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style="display:none;"> <a href="https://blog.isg-research.net/topic/revenue-performance">Revenue Performance (11)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/revenue-performance-management">Revenue Performance Management (13)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/revenue-recognition">revenue recognition (8)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/revenue-lease-and-tax-accounting">Revenue, Lease and Tax Accounting (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/revolution">Revolution (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/revolution-analtyics">Revolution Analtyics (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/rightnow">RightNow (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/rim">RIM (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/risk">Risk (37)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/risk-compliance-grc">Risk & Compliance (GRC) (17)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/risk-analytics">Risk Analytics (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/riversand">Riversand (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/roambi">Roambi (7)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/robotic-automation">robotic automation (10)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/robotic-finance">robotic finance (38)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/robotic-process-automation">Robotic Process Automation (12)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/roi">ROI (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/rpa">RPA (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/rypple">Rypple (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sop">S&OP (13)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/saas">SaaS (27)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sab-miller">SAB Miller (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/saba">Saba (10)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sage">Sage (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sage-software">Sage Software (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sales">Sales (169)</a> </li> <li 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href="https://blog.isg-research.net/topic/sarbanes-oxley">Sarbanes Oxley (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sas">SAS (26)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sas-institute">SAS institute (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sasb">SASB (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sase">SASE (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/savi">Savi (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/scm">SCM (6)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/scm-demand-planning">SCM Demand Planning (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/scout-rfp">Scout RFP (1)</a> </li> <li style="display:none;"> <a 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href="https://blog.isg-research.net/topic/self-service">Self-service (41)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/semantic-model">semantic model (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/service-supply-chain">Service & Supply Chain (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/service-cloud">Service Cloud (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/servigistics">Servigistics (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sfa">SFA (24)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sfdc">SFDC (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sharepoint">SharePoint (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/shoretel">ShoreTel (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/siemens-enterprise-communications">Siemens Enterprise Communications (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/signal-demand">Signal Demand (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/silverpop">SilverPop (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/simba">Simba (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/smart-financial-close">Smart Financial Close (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/smart-manufacturing">Smart Manufacturing (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/smart-phones">Smart Phones (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/smart-watches">Smart Watches (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/smarter-analytics">Smarter Analytics (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/smarter-workforce">Smarter Workforce (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/smb">SMB (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/snaplogic">SnapLogic (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/snowfly">Snowfly (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/soa">SOA (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/soc">SOC (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/social">Social (13)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/social-business">Social Business (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/social-collaboration">Social Collaboration (17)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/social-crm">Social CRM (128)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/social-dynamx">Social Dynamx (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/social-media">Social Media (365)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/social-media-analytics">Social Media Analytics (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/social-media-intelligence">Social Media Intelligence (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/social-recognition">Social Recognition (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/socialtext">SocialText (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sococare">SoCoCare (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/softscape">Softscape (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/software">Software (8)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/software-as-a-service">Software as a Service (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sourcing">sourcing (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sovereign-cloud">Sovereign Cloud (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sox">SOX (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/spago-solutions">Spago Solutions (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/spatial-data-quality">Spatial Data Quality (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/speech-analytics">Speech Analytics (177)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/splunk">Splunk (8)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/spm">SPM (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/spotfire">Spotfire (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/spreadsheets">Spreadsheets (10)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/spss">SPSS (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sql-h">SQL-H (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sqlstream">SQLstream (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/star-analytics">Star Analytics (1)</a> </li> <li style="display:none;"> <a 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Network of Data by Acquiring Composite Software", "mainEntityOfPage": "https://blog.isg-research.net/2013/06/23/cisco-to-foster-smarter-network-of-data-by-acquiring-composite-software", "datePublished": "23/06/2013", "dateModified": "23/06/2013", "articleBody": "Cisco Systems has announced its intent to acquire Composite Software, which provides data virtualization to help IT departments interconnect data and systems; the purchase is scheduled to complete in early August. Cisco of course is known for its ability to interconnect just about anything with its networking technology; this acquisition will help it connect data better across networks. Over the last decade Composite had been refining the science of virtualizing data but had reached the peak of what it could do by itself, struggling to grow enough to meet the expectations of its investors, board of directors, employees, the market and visionary CEO Jim Green, who is well-known for his long commitment to improving data and technology architectures. According to press reports on the Internet, Cisco paid $180 million for Composite, which if true would be a good reward for people who have worked at Composite for some time and who were substantive shareholders. Data virtualization is among the topics we explored in our benchmark research on information management. Our findings show that the largest barrier to managing information well is the dispersion of data across too many applications and systems, which impacts two-thirds (67%) of organizations. Our research and discussions with companies suggest that data virtualization can address this problem; it is one aspect of information optimization, an increasingly important IT and business strategy, as I have pointed out. Composite has made data virtualization work in technology initiatives including business analytics and big data but overall in information architecture. Since my last formal analysis that I wrote about Composite, its technology has advanced significantly. One area of focus had been to increase virtualization of big data technologies, realized recently in its 6.2 SP3 release furthering its support of Hadoop. Over the last two years Composite has supported distributions from Apache, Cloudera and Hortonworks, interfacing to MapReduce and Hive since its 6.1 release. In the 6.2 release in 2012, Composite added improved techniques for processing analytics and virtualizing the resulting data sets, which came not only from traditional data sources but also from HP Vertica, PostgreSQL and improved interfaces with IBM and Teradata systems. These releases and expanded data connections have made Composite’s the most versatile data virtualization technology in the industry. As Composite Software becomes part of Cisco, it is worth remembering that acquiring technology companies has been a major part of building the company Cisco is today; the many acquisitions have expanded its product portfolio and brought together some of the brightest minds in networking technology. Less often noted is Cisco’s mixed success in acquisitions of data-related software for enterprise use. Among the examples here is CxO Systems, which had a complex event processing (CEP) and data processing technology that Cisco eventually used to advance its event processing across network technologies; the software no longer exists in stand-alone form. Another example is Latigent, a provider of call center reporting on detailed call data that was supposed to help Cisco cultivate more services; eventually this software was shown not to fit with Cisco’s technology products or services portfolio and disappeared. Cisco’s business model has been to market and sell to data center and networking environments, and it has not been successful in selling stand-alone software outside this area. It is not easy to compete with IBM, Oracle, SAP and others when it comes to technology with which Cisco lacks experience and will impact its success in monetizing the investment in purchasing Composite Software. Emerging computing architectures will change the way IT departments will operate in the future, but it’s an open question who will lead that change from traditional IT software stacks to hardware and networking technology. Cisco plans to transform the data center and networking from software and hardware stacks, partly through virtualizing software inside premises and out into the Internet and cloud computing. We see IT architectures changing in a haphazard, vendor-driven approach while most CIOs wants to revise their architectures in an efficient manner. Data and information architectures have moved from relying on databases and applications to adapt innovative technology such as in-memory processing and grid architectures that support new trends in big data, business analytics, cloud computing, mobile technology and social collaboration. These technology innovations and pressure to use them in business are straining the backbones of enterprise networks that have to adapt and grow rapidly. Most companies today still have data centers and networking groups and are increasing their network bandwidth and buying new networking technology from Cisco and others. This will not change soon, but they need better intelligence on the networking of data in these technologies. This I think is what Cisco is looking for with the acquisition of Composite, hoping to refine the infrastructure to help in virtualization of data across the network. This approach can play well into what Cisco articulates as a strategic direction around the concept it calls the Internet of Everything (IoE). The challenge will be to convince CIOs that this energetic of a change by Cisco is necessary for improving connectivity of data across the network. Data virtualization will play a key role in efficiently interconnecting networks and systems but where this is primarily applied within the data center of networking compared to where it is centered in the stack of information management technology today. I think the acquisition makes sense for Composite Software as it could not grow fast enough to satisfy its technological ambitions and needed more deployments to support its innovations. Cisco for its part will be tested over time to determine what it makes of Composite. I expect that Cisco will fundamentally change its roadmap and support for enterprise IT as it adjusts the technology to work with its data center and networking technology; such a change inevitably will impact its existing customers and partners. The company will place Composite in its Services organization (which I was told includes software); I take this as an indication of more maturity needed by Cisco to bring software acquisitions into its product and services portfolios and manage as software with the right level of dedicated marketing and sales resources. For those who want to learn more about data virtualization, I recommend reading the educational content of Composite in the next couple of months before its website and material disappear from the Internet. This may sound harsh but is how companies like Cisco and others digest acquisitions and eliminate the companies past and by doing so eliminate critical information. No one is saying so and could not get an answer, but the reality is that Composite will become one item in the long product and services list on Cisco’s website; my guess is it will become part of the data center and virtualization services or unified computing services; to see how many Cisco has, just check its website. Data virtualization is just beginning to mature and attract CIOs and IT professionals who care about the ‘I’ in their titles that stands for information. Composite Software deserves credit for its focus on data virtualization. Our research shows that data virtualization is an advancing priority in information management but ranks lower than others among initiated projects (11%), as the chart shows. Composite’s technology arrived ahead of the full maturing of IT organizations limiting its full potential. Within Cisco its people will have to adapt to the new owner’s wishes, which will diffuse some of its database-centered virtualization to focus more on the network, unless Cisco decides to expand its and Composite’s combined R&D team. Congratulations to Composite Software for its innovative contributions and sad to see its independence and passion for data virtualization to disappear. I will be watching to see if Cisco understands the company’s real value, not just for data centers and networking but for bridging to enterprise IT and the market for information optimization. Regards, Mark Smith CEO & Chief Research Officer", "image": { "@type": "ImageObject", "url": "http://cdn2.hubspot.net/hubfs/2035844/Imported_Blog_Media/vr_infomgt_barriers_to_information_management1-6.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Mark Smith", "url": "https://blog.isg-research.net/author/mark-smith", "sameAs": "http://www.linkedin.com/in/markallensmith" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "blog.isg-research.net", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Cisco Advances Customer Interactions and Collaboration in Contact Center", "mainEntityOfPage": "https://blog.isg-research.net/2013/02/21/cisco-advances-customer-interactions-and-collaboration-in-contact-center", "datePublished": "21/02/2013", "dateModified": "21/02/2013", "articleBody": "Cisco is without doubt best known as a supplier of networking systems. Its products have been used by companies large and small to build local and wide area networks. It has played in the contact center space as a provider of network and call management systems that sit between public networks and contact center agents to manage the delivery of interactions to the right extensions and provide agents with softphones so they can manage inbound and outbound calls. These systems were designed to operate in a multi-supplier environment so companies could build contact centers that made use of existing ACD and PBX systems. Cisco’s go-to-market strategy has been primarily indirect, and it has therefore built up a vast ecosystems of partners that sell, deliver and support its systems. At a recent analyst event in London, Cisco senior executives made no bones about the fact that the company wants to build on this position and become the No. 1 supplier of contact center systems – which in my view is easier said than done. Although contact centers rely heavily on networks, they also require a much larger variety of systems if they are going to work efficiently and make companies more effective at handling customer interactions. I break the systems into three major categories: Communication systems that must manage every form and type of customer interaction, whether it is a phone call, email, fax, text message, paper-based, instant message, video call or social media. Business applications that are required to manage the workforce handling interactions – often called workforce optimization – or applications that manage customer-related transactions such as CRM, ERP, knowledge management, desktop management and business-specific systems. Analytics, which are now required to access and analyze more types and forms of data than ever before, including structured data, voice recordings, text-based data (including social media), video, event, process and big data. During the event, I discovered that Cisco has offerings in many of these areas, and that it continues to build out its portfolio and the way it packages some of these systems to make it more practical and affordable for a wider variety of companies to deploy them. One of the featured products, Unified Contact Center Express (CCE), bundles many key systems into a single offering that can be used to support as many as 400 agents, whether they sit in a formal enterprise-wide contact center, or a location- or business-department-specific center, or a less formal collection of agents handling interactions anywhere across the organization. Capabilities include multichannel interaction management (voice, email, chat), IVR, interaction routing and CTI, integration with presence that allows agents to find and collaborate with other agents to help in the resolution of interactions, a mobile supervisor capability that allows managers to administer the system from a smart mobile device and access key reports and analysis, and the latest desktop system from Cisco, Finesse. Optionally, companies can include quality monitoring, workforce management, social media and outbound IVR. The system is available on-premises or in the cloud. My research into the contact center in the cloud shows that companies are increasingly looking to cloud-based applications (63%) and multichannel communications technology (44%), so this will help Cisco remain competitive in this growing market by making these capabilities more accessible and affordable to a wider range of organizations. The pack also includes Cisco’s new reporting and analysis tool, Cisco Unified Intelligence Center (CIUC), a brand new Web 2.0 reporting tool that gives companies customized views of their information and dashboards showing key performance information. It supports companies developing their own reports and analysis, or companies can use Cisco partners to provided customized reports. Some of these reports are available on smart mobile devices, and thus support the growing requirement for managers to access reports and analysis while away from their desktops. My research into the agent desktop shows the impact the agent desktop has on agent satisfaction and thus agent performance with increased average handling time being the largest issue in 65 percent of organizations. I reviewed Finesse recently and found it to be an intuitive tool for agents to use. As partners such as Upstreamworks develop desktops that make interaction handling more efficient and effective, I believe Cisco and its partners will become more competitive. Another major topic during the event was Cisco’s Hosted Collaboration Service (HCS), another cloud-based service offered by partners that provides tools that allow individuals to collaborate as they try to resolve customer interactions. My research over the last couple of years shows that interactions are being handled more widely across the organization nowadays, which inevitably means that sometimes the first person handling an interaction is unable to resolve it to a customer’s satisfaction. The most mature companies have recognized that collaboration tools are the most effective way to resolve this issue, and HCS provides a cost-effective way for companies to support these capabilities. At the end of the day, I had a chance to meet with one of Cisco’s partners, Logitech, which is well-known for its range of computer peripheral devices (mice, keyboards, webcams, video cameras and headsets). Some of these are used by agents in contact centers, and Logitech has been working with Cisco to integrate them with Cisco products. One product I saw was a new keyboard that includes keys that link with Cisco softphones, which allow agents to work without a phone but still retain the same experience on their keyboard. The keyboard is fully integrated with the Cisco software, so it gives agents the same capabilities using either soft keys or the keys on the keyboard. I also saw a new video camera whose quality “blew my mind”; from what I saw it would be a good tool to enable video calls or conferencing. From my days working in contact centers, I have great sympathy with agents, as their workspaces are not particularly brilliant and their desktop typically doesn’t make life any easier. Developments like these from Logitech not only help with the overall workspace but also make agents’ tasks easier. I recommend companies investigate how they can improve agent satisfaction and performance. Overall, the analyst event demonstrated that Cisco has the resources, desire and partners to develop competitive products that support interaction handling. To gain maximum advantage, Cisco must continue to develop its portfolio, but also continue to make it easier for potential customers to understand what it has to offer, how it works with its ecosystems of partners to make its products and services available, and the supply models it supports. Don’t be put off by the difficulty navigating Cisco’s website; the information is there if you keep searching for it. As is always the case, not all partners are equal. Building a network is in many ways easier than creating technology architecture to support multichannel interaction handling, so make sure the partner you choose has the resources and skills to support your plans. As my research continues to show, the cloud is the way forward in this market. The steps Cisco has taken with CCE and HCS will certainly widen its appeal to companies of all sizes and make its products more affordable for a wider range of companies. As I said, becoming No. 1 is a lot harder than saying it. Cisco has the brand, coverage, resources and ecosystem of partners a company needs in order to succeed, so it is certainly a player to watch. Regards, Richard J. Snow VP & Research Director", "image": { "@type": "ImageObject", "url": "http://cdn2.hubspot.net/hubfs/2035844/Imported_Blog_Media/vr_ccc_actions_to_improve_customer_interaction1-2.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "ISG Software Research", "url": "https://blog.isg-research.net/author/isg-software-research", "sameAs": "https://www.linkedin.com/company/ventana-research" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "blog.isg-research.net", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Cisco Finesse Provides Innovative Agent Desktop", "mainEntityOfPage": "https://blog.isg-research.net/2013/01/17/cisco-finesse-provides-innovative-agent-desktop", "datePublished": "17/01/2013", "dateModified": "17/01/2013", "articleBody": "My recent benchmark into the unified customer service agent desktop shows how critical the agent desktop is to improving agent satisfaction, meeting key customer-related metrics and enhancing the customer experience. The typical agent desktop contains multiple systems that allow agents access to multiple communication channels, business applications, messages and performance dashboards. The result is that the desktop is cluttered with systems, frustrating agents, driving up average interaction handling times, and impacting the customer experience as agents search for the information to resolve interactions. The research shows a direct correlation between implementing a unified or smart agent desktop and agent satisfaction, with the direct result that more satisfied agents are twice as likely to meet key metrics such as customer satisfaction, net promoter and customer effort. Cisco is best known in the contact center space for its systems that manage multiple channels of communication, routing of interactions to agents, and unified communications (presence and collaboration). It offered a basic agent desktop system that focused mainly on telephony, but the latest version of its Cisco Finesse adds a new level of innovative capabilities that allow companies to build broader-based, smarter agent desktops. Cisco describes Finesse as a web gadget container. The simplest way I can describe it is a development toolkit that allows companies to build a customized desktop that includes mini web windows into different systems and information. It allows developers to build gadgets that can access multiple communication channels, business applications, collaboration tools and dashboards and bring these together in a single agent desktop. The gadgets can be developed to access any system, and display any data in a format suitable for the user, and the environment makes them work together. Agents or supervisors or other users can thus be given a desktop that meets their needs and has a look and feel that suits them. Cisco aims to provide its partners, other vendors and end users with the tools to build diverse gadgets and to create a market place for them, thereby allowing other users to benefit from prebuilt gadgets. For example, Upstream Works, a provider of multichannel contact systems, has announced a version of its product that utilizes Finesse as the desktop. Desktops developed using Finesses are 100-percent browser-based and are implemented through a so-called Web 2.0 interface. The toolkit includes a software development kit (SDK) to make it easy for developers to access and create gadgets. It provides APIs that allow developers to build gadgets that access most systems. This adds up to an easy–to-use development environment and final desktop systems that are available through a web browser on any machine, and thus at any location. This is important, as my research into the contact center in the cloud shows organizations now distribute the handling of interactions to more sites, home agents, knowledge workers in other business units and mobile workers, making location independence key. Early in my career I realized that the agent desktop has a major impact on agent performance, and thus overall contact center performance. My research into the unified agent desktop shows that organizations are slowly latching onto the benefits a unified or smart desktop can deliver. As interactions become ever more complex, I recommend organizations evaluate how Finesse can make their agents’ lives easier, and the impact this can have on key metrics. Regards, Richard J. Snow VP & Research Director", "image": { "@type": "ImageObject", "url": "http://cdn2.hubspot.net/hubfs/2035844/Imported_Blog_Media/vr_db_impact_of_agents_accessing_multiple_systems1-3.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "ISG Software Research", "url": "https://blog.isg-research.net/author/isg-software-research", "sameAs": "https://www.linkedin.com/company/ventana-research" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "blog.isg-research.net", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Salesforce.com Advances Customer Interaction", "mainEntityOfPage": "https://blog.isg-research.net/2012/08/02/salesforce-com-advances-customer-interaction", "datePublished": "02/08/2012", "dateModified": "02/08/2012", "articleBody": "Since it was founded in 1999, salesforce.com has been driving other vendors and end-user organizations to rethink how they supply and purchase software. The company has grown from being a supplier of CRM in the cloud to a vendor with diverse offerings that include a development platform, an app exchange, platforms that support marketing, sales and customer service, knowledge management, desktop technology, collaboration, website development, social media support and analytics. Along the way it has also become a powerful marketing machine – which sometimes gets in the way of understanding just what its products do and don’t do, and where they all fit. This obfuscation also extends to its extensive range of partners, where again it is sometimes hard to know who it deals with and how. The situation is particularly true for the contact center. The company’s marketing message would have us believe that salesforce.com plays in the contact center market, but it has partners – Cisco, Interactive Intelligence, LiveOps, NewVoiceMedia and Vocalcom to name a few – that are better recognized as providers of contact center systems. As a result I have been a little skeptical of salesforce’s marketing messages and have urged organizations to take care to learn just what the company has to offer in this space. But as I learn more and spot new trends in the market, I see salesforce.com beginning to play a bigger part in customer interaction-handling, multimedia customer service and customer experience management. My recent research into customer relationship maturity has led to me to these conclusions: Organizations have to provide multimedia customer service. They have to support more channels of communication, including social media. Interactions are being handled across the organization, including by home and mobile workers, so companies need to support employee collaboration and mobility. Consumer use of social media has gone crazy, so companies have to develop sound social media strategies and move beyond using it mostly for marketing, and thus just having a Twitter handle, a Facebook page and a few YouTube videos. Most importantly, they have to understand what consumers are saying about them on social media so they can respond appropriately. The growing use of tablets and smartphones means companies have to consider providing mobile customer service apps. Considering that my research into contact centers in the cloud shows that companies see moving to the cloud as the answer to these challenges, we can see that salesforce has a portfolio of products that meet most of these requirements. The desktop in Service Cloud allows agents to view the information they need to resolve multimedia customer interactions. Service Cloud includes CTI and call-routing capabilities to get interactions to the right people to handle them. While Desk.com doesn’t support CTI, it allows agents to access the information they need to handle interactions. Chatter supports collaboration both internally and with customers. Heroku allows companies to build social and mobile apps. Radian6 provides insights into what consumers are saying on social media and supports companies taking action based on what they see. Data.com allows companies to manage their customer data and enhance it so they have a fuller picture of their customers – a point often overlooked by organizations, but our research into customer relationship maturity shows that the lack of a single source of high-quality data and a single shared set of customer-related reports and analysis are two of the main barriers preventing companies from providing excellent customer service and experiences. Recently I received updates on Service Cloud and Desk.com that uncovered lots of new developments – too many to cover in detail – which, as highlighted above, extend salesforce further into interaction and customer experience management. During my discussions with the company, one of my objectives was to better understand the differences between the desktop at the heart of Service Cloud and Desk.com. Functionally they are similar, but as mentioned above, Desk.com does not support CTI. The big difference is the target markets: Desk.com is aimed at the small enterprise (100 to 200 users) and Service Cloud is aimed at the midsize to very large enterprise. What the company lacks in a contact center in the cloud is what is now popularly called communications in the cloud – managing all the bits and bytes of sending and receiving interactions – and what we call agent performance management – managing the time and activities of people who handle interactions. But salesforce.com has partners that cover both of these areas, and as it brings its internal offerings more tightly together and integrates them with its partners’, it can help organizations innovative in the way they handle customer interactions. Regards, Richard J. Snow VP & Research Director", "image": { "@type": "ImageObject", "url": "", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "ISG Software Research", "url": "https://blog.isg-research.net/author/isg-software-research", "sameAs": "https://www.linkedin.com/company/ventana-research" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "blog.isg-research.net", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "New Customer and Contact Center Technology at Call Centre Expo", "mainEntityOfPage": "https://blog.isg-research.net/2011/10/15/new-customer-and-contact-center-technology-at-call-centre-expo", "datePublished": "15/10/2011", "dateModified": "15/10/2011", "articleBody": "I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be down, some exhibitors told me there were more high-level attendees with serious intent to purchase. At the show I detected three major themes: support for managing multichannel (including social media) customer interactions, “the contact center in the cloud” and analytics. Regarding the first, Ventana Research’s benchmark research into the use of technology in contact centers shows that companies must support multiple channels through which customers can interact with them or risk that certain segments of customers won’t do business with them. A colleague recently summed it up nicely: A multichannel customer service strategy is not an “or” strategy but an “and” strategy; that is, no one channel, even social media, will replace any other channel, and therefore you need them all. Supporting this viewpoint were a number of vendors whose integrated products support multiple channels; these includeAltitude Software, cTalk Ltd, Enghouse interactive, Genesys, mplsystems,NobleSystems and ShoreTel. One of the challenges in handling multiple forms of customer interactions is that it adds to the complexity of the desktop agents use. This is already complex because of the number and variety of applications agents need to access to resolve interactions. The combination of multiple interaction types and multiple applications is increasing the need for a “smart” agent desktop. Altitude and mplsystems include that as a component of their products, while others have specialist products, such as sword-ciboodle and (although the company won’t thank me for describing it this way) Salesforce.com. As for the contact center in the cloud, Salesforce would claim it provides this, and as I noted it does provide a key part in the smart desktop that brings together all customer information so agents can handle customer interactions more efficiently. But Salesforce doesn’t provide a technology platform to manage inbound interactions and route them to the most appropriate person to handle them. This capability is provided in the cloud by some of the multichannel management vendors whose systems can be based on-premises or on a hosted (in the cloud) basis. Three vendors at the show that specialize in this are Interactive Intelligence, NewVoiceMedia and SAP – the last might surprise people as it is better known as an ERP and CRM provider. Interactive Intelligence’s CIC provides a technology platform and interaction management, plus other applications to support multichannel customer interaction management in the cloud. NewVoiceMedia’s main product,ContactWorld, also provides interaction management in the cloud and can route interactions to the most qualified person regardless of location. It also launched its Trust site which takes performance monitoring to a new level. Whereas most cloud vendors provide availability and reliability statistics, NewVoiceMedia automates tasks agents carry out, runs these tasks every five minutes, measures the results and publishes the outcomes, thereby allowing managers to see the level of performance their agents receive from the product. This monitoring also allows NewVoiceMedia to spot issues before users see any impact and take corrective action. Possibly the most surprising vendor in this space is SAP, with its BCM products, which include a cloud-based service that supports management of multiple communication channels. All three of these vendors support the growing trend to distribute interaction-handling to dispersed “agents” who can be in different physical centers, home-based, mobile, working in other business units or even working for a third-party outsourcing company. The other major theme running through the show and in presentations was analytics. Ventana Research advocates wider adoption of analytics in the contact center and elsewhere, so it was interesting to see a variety of analytic products. Most of the vendors have some form of analytics built in to their systems, but a number of specialist vendors offer particular types of analytics: Attensity was featuring its customer-focused analytics; Aurix was featuring its speech analytics; CallCopy was featuring its process and speech analytics products which work with its other products to support improved agent performance; Enkata was featuring a range of products that support operational and agent-focused performance analysis; and Nexidia was featuring its customer-focused analytics that can analyze interactions from multiple channels. I didn’t hear as much as I expected about social media analytics, so it may be that vendors are still evaluating how social media is impacting business. I describe the adoption of analytics as moving beyond the early-adopter stage and approaching the mainstream. I believe the main issue holding back adoption, which was highlighted in our benchmark research into the use of analytics, is that companies have difficulty interpreting the outputs from analytics and thus getting real business benefits. Our research shows that business units such as Finance are supported by business analysts who essentially interpret the results and show management the impact of different decisions and activities. In the contact center, such responsibility sits with the operational team so they need more support before they can realize the full benefits of speech, text and social media analytics. Overall the show confirmed that there is an impressive variety of technology available to support companies in their efforts to improve the way they interact with customers. Two absences I noted this year were Cisco andVerint. More technology, applications and analytics are becoming available in the cloud, making it easier and more affordable to try. I have only been able to touch on a few vendors in this piece, so I urge you to take more time to find out what is available and let us know what issues you come across by collaborating with me. Regards Richard Snow – VP & Research Director", "image": { "@type": "ImageObject", "url": "", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "ISG Software Research", "url": "https://blog.isg-research.net/author/isg-software-research", "sameAs": "https://www.linkedin.com/company/ventana-research" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "blog.isg-research.net", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Cisco Finesses Agents with Real Time Support Using Nexidia", "mainEntityOfPage": "https://blog.isg-research.net/2010/12/29/cisco-finesses-agents-with-real-time-support-using-nexidia", "datePublished": "29/12/2010", "dateModified": "29/12/2010", "articleBody": "Contact centers face a number of challenges beyond simply answering customer calls. Among them are improving customer satisfaction, increasing the number of calls resolved at the first attempt and ensuring agents comply with regulations. But chief among these, my research into contact center analytics shows, is the mandate to reduce the average length of time it takes to complete calls. Doing all of these things requires information. My research also shows that companies are just beginning to realize that one of the most substantial sources of data that can be used to derive this information is the calls themselves, which they can record. However, accessing this data and analyzing its content has until quite recently been possible only through the application of an enormous amount of manual effort, in the form of supervisors or analysts listening to recorded calls and reporting on their content. This began to change when vendors such as Nexidia emerged with products that automate the entire process. Nexidia’s suite of products, Enterprise Speech Intelligence (ESI), allows companies to capture information about calls, analyze their content and report on what both agent and customer said. Its search facilities allow companies to pick out calls containing defined words or phrases and thus focus as needed on customer sentiment, agent performance, trends and the root causes of calls. ESI’s proven abilities have allowed the company to achieve record performance this year and raise additional funding that will allow it to continue investing in the product as well as expand into other focus areas and geographies. This growth is likely to accelerate even more now that it has announced a major partnership with Cisco. As well as being a major supplier of telecommunications equipment and software, Cisco has a major presence in the contact center market. Its products are used by a large number of companies that have chosen to build their centers on the voice-over-Internet protocol (VoIP) or are using a mixed traditional and VoIP environment. These include a multi-channel ACD and systems for call routing, computer-telephony integration and multi-channel contact management. The new partnership between the two vendors means that using an integrated offering, companies can now capture and analyze calls as they are happening; Nexidia’s tool taps into the voice stream in real time and delivers the content for analysis, enabling a company to identify what is being said as it is being said. This opens up all sorts of promising new possibilities. Call center management could identify as it’s happening an agent saying the wrong thing or missing an opportunity to close the call or make an up-sale. It could listen to customers’ negative comments as they’re made, making it possible for a supervisor or senior account manager to intervene. The possibilities are unlimited, determined by the rules built into Nexidia. For this all to happen, though, someone must be alerted about the situation and take appropriate action. As those that follow me regularly know, I am a great advocate of the smart desktop as critical for customer experience management, which provides the ideal tool to alert agents, supervisors or others. Somewhat to my surprise, I have discovered that Cisco recently released such a product, Cisco Finesse. This provides a desktop that integrates traditional contact center functions into a single thin client. It allows companies to build a customizable environment that gives agents access to multiple systems and sources of information and provides a place where alerts can be surfaced. The integration with Nexidia thus completes the chain, allowing companies to alert users based on real-time analysis of the call flow. The calls can of course also be recorded, enabling them if they wish to use all the normal functions of ESI to gain insights from them. This opens up all sorts of possibilities for companies to innovate in how they handle customer interactions, which means they have another promising tool to use to provide customers with better experiences. Doing so has of course become an even higher priority in today’s challenging economic circumstances. Are you ready for this level of innovation? Let me know your thoughts or come and collaborate with me on Facebook, LinkedIn and Twitter. 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ISG Software Research Analyst Perspectives | Cisco