ISG Software Research Analyst Perspectives

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Its latest release, <a href="http://www.enkata.com/about/news/enkata-launches-action-center-boost-employee-productivity" target="_blank">Action Center</a>, maintains this position with a focus on improving employee performance. </div> <a href="https://blog.isg-research.net/2013/09/09/enkata-launches-action-center-for-optimizing-employee-performance"> Read More </a> Topics: <a href="https://blog.isg-research.net/topic/customer-analytics">Customer Analytics</a>, <a href="https://blog.isg-research.net/topic/customer-experience">Customer Experience</a>, <a href="https://blog.isg-research.net/topic/speech-analytics">Speech Analytics</a>, <a href="https://blog.isg-research.net/topic/enkata">Enkata</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-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/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/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/desktop-analytics">Desktop Analytics</a>, <a href="https://blog.isg-research.net/topic/text-analytics">Text Analytics</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/2013/07/20/enkata-optimizes-claims-processing">Enkata Optimizes Claims Processing</a></h2> <div class="author-meta"> Posted by <a href="https://blog.isg-research.net/author/isg-software-research"> ISG Software Research </a> on 20 July 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_bti_br_technology_innovation_priorities3-5.png?width=200&name=vr_bti_br_technology_innovation_priorities3-5.png" width="200" !important: srcset="https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_bti_br_technology_innovation_priorities3-5.png?width=100&name=vr_bti_br_technology_innovation_priorities3-5.png 100w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_bti_br_technology_innovation_priorities3-5.png?width=200&name=vr_bti_br_technology_innovation_priorities3-5.png 200w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_bti_br_technology_innovation_priorities3-5.png?width=300&name=vr_bti_br_technology_innovation_priorities3-5.png 300w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_bti_br_technology_innovation_priorities3-5.png?width=400&name=vr_bti_br_technology_innovation_priorities3-5.png 400w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_bti_br_technology_innovation_priorities3-5.png?width=500&name=vr_bti_br_technology_innovation_priorities3-5.png 500w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/vr_bti_br_technology_innovation_priorities3-5.png?width=600&name=vr_bti_br_technology_innovation_priorities3-5.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <a href="http://www.enkata.com/" target="_blank">Enkata</a> used to focus its products on improving agent performance in the contact center. It has gradually expanded that focus to include improving the performance of workers in the back office, an effort that has culminated in a suite of products that help companies improve <a href="http://www.enkata.com/solutions/insurance-claims" target="_blank">processing of healthcare claims</a>. </div> <a href="https://blog.isg-research.net/2013/07/20/enkata-optimizes-claims-processing"> 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/enkata">Enkata</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/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/contact-center">Contact Center</a>, <a href="https://blog.isg-research.net/topic/desktop-analytics">Desktop Analytics</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/2012/07/16/agents-performance-management-is-hot-for-successful-customer-interactions">Agents Performance Management is Hot for Successful Customer Interactions</a></h2> <div class="author-meta"> Posted by <a href="https://blog.isg-research.net/author/isg-software-research"> ISG Software Research </a> on 16 July 2012 </div> <hr>  </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/ventanaresearch_apm_valueindex_2012-3.jpg?width=200&name=ventanaresearch_apm_valueindex_2012-3.jpg" width="200" !important: srcset="https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/ventanaresearch_apm_valueindex_2012-3.jpg?width=100&name=ventanaresearch_apm_valueindex_2012-3.jpg 100w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/ventanaresearch_apm_valueindex_2012-3.jpg?width=200&name=ventanaresearch_apm_valueindex_2012-3.jpg 200w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/ventanaresearch_apm_valueindex_2012-3.jpg?width=300&name=ventanaresearch_apm_valueindex_2012-3.jpg 300w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/ventanaresearch_apm_valueindex_2012-3.jpg?width=400&name=ventanaresearch_apm_valueindex_2012-3.jpg 400w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/ventanaresearch_apm_valueindex_2012-3.jpg?width=500&name=ventanaresearch_apm_valueindex_2012-3.jpg 500w, https://blog.isg-research.net/hs-fs/hubfs/Imported_Blog_Media/ventanaresearch_apm_valueindex_2012-3.jpg?width=600&name=ventanaresearch_apm_valueindex_2012-3.jpg 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> Our benchmark research into <a href="//www.ventanaresearch.com/apm/" target="_blank">agent performance management</a> shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts. </div> <a href="https://blog.isg-research.net/2012/07/16/agents-performance-management-is-hot-for-successful-customer-interactions"> 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/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-analytics">Customer Analytics</a>, <a href="https://blog.isg-research.net/topic/nice-systems">NICE Systems</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/vpi">VPI</a>, <a href="https://blog.isg-research.net/topic/call-copy">Call Copy</a>, <a href="https://blog.isg-research.net/topic/enkata">Enkata</a>, <a href="https://blog.isg-research.net/topic/envision">Envision</a>, <a href="https://blog.isg-research.net/topic/genesys">Genesys</a>, <a href="https://blog.isg-research.net/topic/knopahsoft">KnopahSoft</a>, <a href="https://blog.isg-research.net/topic/liveops">LiveOps</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-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/customer-contact-center">Customer & Contact Center</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/coaching">coaching</a>, <a href="https://blog.isg-research.net/topic/compensation">Compensation</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/desktop-analytics">Desktop Analytics</a>, <a href="https://blog.isg-research.net/topic/text-analytics">Text Analytics</a>, <a href="https://blog.isg-research.net/topic/onvisource">OnviSource</a>, <a href="https://blog.isg-research.net/topic/training">Training</a>, <a href="https://blog.isg-research.net/topic/verint">Verint</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/2012/02/02/enkata-expands-customer-analytics-for-a-better-customer-experience">Enkata Expands Customer Analytics for a Better Customer Experience</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 February 2012 </div> <hr>  </div> <div class="list-card-p"><div class="wrapingimage"> <img src="" width="200" !important:> </div> The products of <a title="Enkata" href="http://www.enkata.com/" target="_blank">Enkata</a> have generally been designed for what Ventana Research terms performance management for customer service and call centers, including applications connected to agent performance management (quality monitoring, coaching, training and related analytics) and operational performance analytics based on transactional, structured data. Recently Enkata has taken a new direction with its branding (“changing the customer experience”) and has been filling out its portfolio of... </div> <a href="https://blog.isg-research.net/2012/02/02/enkata-expands-customer-analytics-for-a-better-customer-experience"> 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/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-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/callminer">Callminer</a>, <a href="https://blog.isg-research.net/topic/enkata">Enkata</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/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/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/desktop-analytics">Desktop Analytics</a>, <a href="https://blog.isg-research.net/topic/text-analytics">Text Analytics</a>, <a href="https://blog.isg-research.net/topic/workforce-management">Workforce Management</a>, <a href="https://blog.isg-research.net/topic/openspan">OpenSpan</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/2010/11/28/enkata-advances-contact-center-analytics-to-improve-customer-experience">Enkata Advances Contact Center Analytics to Improve Customer Experience</a></h2> <div class="author-meta"> Posted by <a href="https://blog.isg-research.net/author/isg-software-research"> ISG Software Research </a> on 28 November 2010 </div> <hr>  </div> <div class="list-card-p"><div class="wrapingimage"> <img src="" width="200" !important:> </div> Among the important findings of our latest benchmark research on <a href="//www.ventanaresearch.com/ccam/" target="_blank">contact center analytics</a> were these two: 88 percent of companies said they can use analytics to improve the performance of the contact center (41% said they could make significant improvement), and the main issue holding them back from doing that is an excessive reliance on spreadsheets (90% indicated they use spreadsheets on a regular or universal basis). </div> <a href="https://blog.isg-research.net/2010/11/28/enkata-advances-contact-center-analytics-to-improve-customer-experience"> 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/customer-relationship-management">Customer Relationship Management</a>, <a href="https://blog.isg-research.net/topic/enkata">Enkata</a>, <a href="https://blog.isg-research.net/topic/operational-performance">Operational Performance</a>, <a href="https://blog.isg-research.net/topic/cloud-computing">Cloud Computing</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/contact-center-analytics">Contact Center Analytics</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 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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" 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href="https://blog.isg-research.net/topic/capital-adequacy">capital adequacy (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/capital-budget">capital budget (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/capital-markets">capital markets (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/capital-spending">capital spending (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/cash-management">cash management (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ccaas">CCaaS (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/cdh3">CDH3 (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/cdp">CDP (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/celergo-hcm">Celergo HCM (1)</a> </li> <li style="display:none;"> <a 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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 href="https://blog.isg-research.net/topic/cio">CIO (112)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/cio-callenges">cio callenges (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/cirro">Cirro (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/cisco">Cisco (6)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ciso">CISO (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/clarabridge">Clarabridge (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/clarity-systems">Clarity Systems (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/clickfox">Clickfox (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/close">close (43)</a> </li> <li style="display:none;"> <a 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(42)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/continuous-supply-chain-erp">Continuous Supply Chain & ERP (13)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/continuous-threat-exposure-management">Continuous Threat Exposure Management (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/contract">contract (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/contract-management">contract management (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/control">control (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/controller">Controller (36)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/controller-2">controller (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/controls">controls (4)</a> </li> <li 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href="https://blog.isg-research.net/topic/erp-and-continuous-accounting">ERP and Continuous Accounting (150)</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 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(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, 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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 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<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 href="https://blog.isg-research.net/topic/ifrs">IFRS (11)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/ifrs16">IFRS16 (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/impala">Impala (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/in-memory">In-memory (26)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/in-memory-computing">In-Memory Computing (6)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/inclusion">Inclusion (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/incontact">InContact (6)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/industry-analyst">Industry Analyst (7)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/inetsoft">InetSoft (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/influencers">Influencers (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/infodiscovery">InfoDiscovery (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/infomgt-location">InfoMgt; Location (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/infopia">InfoPia (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/infor">Infor (31)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/infor-birst">Infor Birst (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/informatica">Informatica (22)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/informatica-cloud">Informatica Cloud (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/informatica-hparser">Informatica HParser (1)</a> </li> <li 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href="https://blog.isg-research.net/topic/newvoicemedia">NewVoicemedia (7)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/nexidia">Nexidia (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/nexus-7">Nexus 7 (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/nexxphase">Nexxphase (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/nice-systems">NICE Systems (15)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/nist">NIST (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/nlp">NLP (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/noble-systems">Noble Systems (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/nokia">Nokia (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/nomis-solutions">Nomis Solutions (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/nosql">NoSQL (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/nps">NPS (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/nuview-systems">NuView Systems (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/obamacare">Obamacare (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/obiee">OBIEE (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/obifs">OBIFS (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/object-storage">Object storage (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/observability">Observability (4)</a> </li> <li style="display:none;"> <a 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href="https://blog.isg-research.net/topic/partner-experience">Partner Experience (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/partner-management">partner management (12)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/patersons">Patersons (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/paxata">Paxata (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/pay-equity">Pay Equity (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/pay-for-performance">Pay for Performance (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/payroll-management">Payroll Management (17)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/payroll-optimization">Payroll Optimization (7)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/pdi">PDI 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<li style="display:none;"> <a href="https://blog.isg-research.net/topic/process-mining">Process Mining (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/procure-to-pay">Procure-to-Pay (11)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/procurement">procurement (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/product-experience-management">product experience management (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/product-information-management">Product Information Management (90)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/professional-services">Professional Services (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/professional-services-automation">Professional Services Automation (9)</a> </li> <li style="display:none;"> <a 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(3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/rdbms">RDBMS (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/real-estate">real estate (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/real-time">Real-time (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/reconciliation">Reconciliation (9)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/recovery">Recovery (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/recruiting">Recruiting (41)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/recurring-revenue">Recurring Revenue (19)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/report">report (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/reporting">Reporting (78)</a> </li> <li 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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/sales-planning">Sales Planning (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sales-planning-and-analytics">Sales Planning and Analytics (18)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sales-tax">Sales Tax (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sales-marketing-sales-performance-management-marke">Sales, Marketing, Sales Performance Management, Ma (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sales-sfa-spm-sales-performance-management-sales-c">Sales, SFA, SPM, Sales Performance Management, Sal (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/salescloud">SalesCloud (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/salesforce-com">Salesforce.com (58)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sap">SAP (76)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sap-epm">SAP EPM (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sap-hana">SAP HANA (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sap-insider">SAP insider (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sap-lumira">SAP Lumira (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sap-netweaver">SAP NetWeaver (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sap-predictive-analytics">SAP predictive analytics (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sap-teched">SAP TechEd (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sapphire">SAPPHIRE (1)</a> </li> <li style="display:none;"> <a 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 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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 href="https://blog.isg-research.net/topic/statistics">Statistics (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/stibo-systems">Stibo Systems (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/stratahadoop">Strata+Hadoop (56)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/streaming-analytics">Streaming Analytics (28)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/streaming-data">Streaming Data (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/streaming-data-events">Streaming Data & Events (32)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/subscriber-experience">Subscriber Experience (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/subscription-billing">Subscription Billing (3)</a> </li> <li style="display:none;"> <a 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href="https://blog.isg-research.net/topic/supplier-relationship-management">supplier relationship management (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/supply-chain">Supply Chain (12)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/supply-chain-management">supply chain management (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/supply-chain-performance">Supply Chain Performance (253)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/supply-chain-planning">Supply Chain Planning (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/surface">Surface (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/surveys">Surveys (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/sustainability">Sustainability (38)</a> </li> <li style="display:none;"> <a 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Mobile Industry (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/syncsort">Syncsort (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/synygy">Synygy (1)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/tableau">Tableau (13)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/tableau-software">Tableau Software (3)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/tablets">Tablets (6)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/tagetik">Tagetik (5)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/talemetry">Talemetry (2)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/talend">Talend (4)</a> </li> <li style="display:none;"> <a href="https://blog.isg-research.net/topic/talent-acquisition">Talent Acquisition (2)</a> </li> 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Center for Optimizing Employee Performance", "mainEntityOfPage": "https://blog.isg-research.net/2013/09/09/enkata-launches-action-center-for-optimizing-employee-performance", "datePublished": "09/09/2013", "dateModified": "09/09/2013", "articleBody": "Enkata, as I wrote not long ago is continuing to expand the range and capabilities of its products for optimizing employee actions while maintaining a firm foothold in analytics for the contact center and agents. Its latest release, Action Center, maintains this position with a focus on improving employee performance. The product captures data about how employees use the systems on their desktop, and enriches this data using other sources, such as CRM, ERP and HR systems. At the heart of Action Center is a rules-based engine that users create to define what they want to look for in the data. The analytics tools use this engine to discover patterns in the data and determine how employees actually spend their time – for example, what applications they access, what data they access and enter, how much time they spend in each application and where they spend that time, and even how much time they are idle. The application has various options so that users can visualize the data in the format most useful to them. It also includes the ability to trigger alerts or workflows when it finds a requested pattern so that supervisors or managers can be alerted that action is required. This allows companies to close the loop between identifying what has happened and why it happened and taking action to improve outcomes in the future. This is a very timely release, as my research on the agent desktop and customer service shows that agents have to use multiple systems to resolve most interactions. In fact, in 65 percent of companies this is the case for every interaction, resulting in an increase in average call handling time (65%), and negative impacts on the customer experience (49%) and agent satisfaction (31%). To address this issue, mature companies are capturing data on how agents use their desktop, which among other things helps them identify best practices as found in 58 percent of organizations, improve processes (53%) and identify training needs (50%) according to our Agent Desktop Benchmark Research. Since Action Center supports these capabilities, I recommend that companies evaluate how it could be used to improve their employees’ performance. Furthermore, it can help companies realign how they monitor and assess employee performance. In my experience, and based on the results of my research, many companies focus on a set of metrics that doesn’t align well with their business objectives. For example, agent utilization remains an important contact center metric, but companies often don’t concern themselves with what agents are actually doing as long as they are busy and queue lengths stay short. Action Center will tell them what employees actually do and how they do it. Using this information companies can put in place programs to ensure employees follow best practices and deliver the best outcomes. This might seem a bit like Big Brother watching, but in today’s highly competitive markets, the most successful companies will tread this line, and their employees will continue to have jobs and be more effective at conducting them. Regards, Richard J. Snow VP & Research Director", "image": { "@type": "ImageObject", "url": "http://cdn2.hubspot.net/hubfs/2035844/Imported_Blog_Media/vr_db_how_agent_desktop_information_is_used-6.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": "Enkata Optimizes Claims Processing", "mainEntityOfPage": "https://blog.isg-research.net/2013/07/20/enkata-optimizes-claims-processing", "datePublished": "20/07/2013", "dateModified": "20/07/2013", "articleBody": "Enkata used to focus its products on improving agent performance in the contact center. It has gradually expanded that focus to include improving the performance of workers in the back office, an effort that has culminated in a suite of products that help companies improve processing of healthcare claims. The process begins by tracking how employees who handle claims use their desktop systems. Enkata’s software is loaded on the desktop and captures key strokes, regardless of whether the user runs an application, starts a search or enters or retrieves data into or from a business application. Managers or analysts can group key strokes and the sequence in which they are used to represent a task; that may include, for example, opening a claim through to closing the claim or looking up customer information. The product can analyze the tasks users carry out, spotting variations in how they complete a task compared to how they are expected to do it, and noting when they do the tasks, any unproductive tasks they do and when they are idle. All of this information is displayed in graphical forms that, for example, show where each user spends time, a timeline that maps how each user spends the day, and timeline maps that show how different users spend their days. The analysis can go into greater depth and display the steps users take within a task to flag, for example, if a user misses a required step. Armed with this information managers and analysts can pick out patterns and variations from the expected. This type of analytic inquiry is becoming important for many organizations. Our benchmark research shows that analytics is the most important business technology innovation for 39 percent of organizations. Enkata’s claims processing product includes a software scripting tool with which users can develop tracking applications that search for defined patterns or exceptions and display the names of users who exhibit the specified behaviors as they carry out their tasks. The final step in the process is to use this information to identify improvement opportunities and display them graphically on forms that include “click to action” buttons showing how the user needs to improve; for example, they can instruct the user to take a training session, receive coaching or adhere to a best practice. Reviewers can use these charts to set out action plans. Broader analysis across multiple users helps managers and analysts identify process improvements and action plans to ensure that more employees follow best practices. Enkata has always positioned itself in the performance management space, and this product fits there. The end-to-end process of capturing data, analyzing it and creating action plans closes the claims processing loop and enables manages to enforce best practices. Over time the analysis can help companies improve the overall process by informally following Six Sigma procedures: set targets, measure performance against target, identify reasons for not meeting targets and put in place improvement programs to get future performance on target. The product runs in the cloud and can be run in isolation or integrated with business process management applications; in that case it can input information on activities (processes) completed (including by who and when) and provide granular analysis of tasks within a process or steps within a task. Although Enkata’s first release is focused on claims processing, the concepts behind it apply equally to other processes so I expect to see other packages from the company. In a tough economy, companies not only have to operate as efficiently as possible but also need to identify the consequences of processes or employee actions, such as the long-term cost of an employee settling a claim incorrectly. Companies also need to know what remote employees are doing and the outcomes of their actions. The analysis produced by Enkata’s software enables companies to do both. I recommend that those involved in processing claims evaluate it as they look to optimize processes and employee performance. Regards, Richard J. Snow VP & Research Director", "image": { "@type": "ImageObject", "url": "http://cdn2.hubspot.net/hubfs/2035844/Imported_Blog_Media/vr_bti_br_technology_innovation_priorities3-5.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": "Agents Performance Management is Hot for Successful Customer Interactions", "mainEntityOfPage": "https://blog.isg-research.net/2012/07/16/agents-performance-management-is-hot-for-successful-customer-interactions", "datePublished": "16/07/2012", "dateModified": "16/07/2012", "articleBody": "Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts. To help companies understand and evaluate those technologies, we have released our 2012 Value Index for Agent Performance Management (APM), in which we assess the competency and maturity of vendors and products in this domain. Our firm has been researching this category for many years, and this experience has led us to define APM slightly differently from many other firms and vendors. We include in it the common systems usually defined as workforce optimization (WFO) – call recording, quality monitoring, workforce management, and agent training and coaching – and add recording of all interaction types, agent-related analytics and compensation management. This inclusion reflects the fact that agents now handle many forms of interactions, as well as the importance for companies to understand the performance of agents from many perspectives and the impact of variable pay on people’s performance. I am excited to bring the Value Index for APM to market again this year. No other research firm performs this level of analysis or follows it up on a regular basis. The Ventana Research methodology links our benchmark research, which identifies the capabilities and services that are most important to companies, with a request for proposal approach to assess how vendors perform against key criteria. Our research results enable us to identify best and worst practices, which allows us to refine how we assess technology vendors in any category. Each Value Index takes six months to complete, because unlike other firms we focus on the product details that have the most importance to successful adoption and use. As regards APM, the combination of our benchmark research and the Value Index covers all aspects of managing employees who handle customer interactions. We look closely at five key product areas – usability, reliability, manageability, adaptability and capability – and the customer assurance areas of validation and TCO/ROI. We examine role-based requirements for an organization, as well as integration with other systems connected with handling interactions, such as call routing. Our Value Index methodology assesses vendors across the seven key areas, and each is weighted according to its priority to buyers. We sum the results to 100 percent for scoring purposes. You can read the details about our methodology and process in the full APM Value Index report. The WFO market is quite mature, but APM is less mature, with several niche vendors supporting only one category, some providing a suite of products that includes a subset of our full APM definition, and only one – NICE Systems – that offers a full APM suite. You can find the details of vendors we cover in the Value Index in the APM Value Index Report Executive Summary. We advise companies considering purchases in this area to carefully identify their requirements and then use this report to identify vendors that fit those requirements most closely. The APM market is increasingly competitive, and our analysis in the APM 2012 Value Index found 11 vendors that provide robust offerings and thus are rated Hot, the highest value level, which demonstrates maturity of their offerings. The top five vendors are closely ranked, with Verint first overall, followed by NICE Systems, VPI, Envision and CallCopy. Verint advanced the most from our 2011 APM Value Index largely because it has more integration of its products and developed a new user interface, but it does not yet include compensation management. NICE Systems has the most complete suite of products but has not fully integrated all of them. VPI, Envision and CallCopy all have robust suites but lack full multichannel interaction capture and some elements of analytics. The other Hot vendors – OnviSource, Genesys, inContact, Aspect and LiveOps – all have comprehensive suites of products but lack different elements of the full APM definition. Enkata is the most specialized vendor included in the category; its products focus on quality monitoring, training, coaching and analytics. We take pride in our Value Index, and we believe it is cool to be a Hot vendor. The competitive market for these applications comprises a mature set of products. Congratulations to the vendors that survived our detailed assessment process and granular analysis, which represent how savvy organizations assess and select vendors. For further information, you can download the executive summary. We look forward to continuing to offer guidance to buyers in this critical application category; it is vital information for contact center executives and managers who need to engage and retain employees who handle interactions, enabling them to take a comprehensive approach to agent performance management. Regards, Richard J. Snow VP & Research Director", "image": { "@type": "ImageObject", "url": "http://cdn2.hubspot.net/hubfs/2035844/Imported_Blog_Media/ventanaresearch_apm_valueindex_2012-3.jpg", "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": "Enkata Expands Customer Analytics for a Better Customer Experience", "mainEntityOfPage": "https://blog.isg-research.net/2012/02/02/enkata-expands-customer-analytics-for-a-better-customer-experience", "datePublished": "02/02/2012", "dateModified": "02/02/2012", "articleBody": "The products of Enkata have generally been designed for what Ventana Research terms performance management for customer service and call centers, including applications connected to agent performance management (quality monitoring, coaching, training and related analytics) and operational performance analytics based on transactional, structured data. Recently Enkata has taken a new direction with its branding (“changing the customer experience”) and has been filling out its portfolio of products to include analytics for unstructured data, so it now includes speech (courtesy of a partnership with Callminer), desktop, cross-channel and text analytics; the last supports the analysis of customer surveys and social media posts. With this broad range of analytics capabilities Enkata can capture data from almost any source and provide integrated analytics that draws on all of them. It has used these capabilities to widen its portfolio of prebuilt business applications, such as first-contact resolution, next-contact avoidance and contact reasoning (about why customers are calling). At the heart of many of these developments has been a partnership with Openspan, which has what I call a smart desktop product. It allows organizations to hide the complexity of their desktop systems behind a simpler user interface, extract and deliver data to applications without the user having to know the full interface, and post messages onto the desktop to aid users with the task in hand. This partnership allows Enkata to capture what users do at their desktops, analyze how they use systems, combine this information with insights derived from its other analytics applications and enable actions based on these combined insights. Those actions can include posting a message to the desktop, for example, to remind the user to ask a particular question, giving the user context-based information, such as product information to help a cross-sale or using the newly enhanced workflow engine to send a message to a third party to take action. These types of capabilities enable the products to close the performance loop by analyzing what is happening, deciding what needs to be done and enabling the necessary actions. This is particularly true for customer experience management, where knowing what has happened is not enough; organizations need to take action so that customers finish the interactions feeling they have been treated well. This also applies to back-office functions such as claims processing, where the system can guide the user in following best practices. The software also helps with workforce optimization, because as the system analyzes how different users complete a task, it can help identify best practices, which can be enforced by changing the user interface and prompts, and by helping focus training. In addition to developing these new capabilities and partnerships, Enkata has made two other changes that address two key areas Ventana Research has identified. Its products are available in the cloud, reflecting the increasing acceptance of this supply model. And it has moved into the big-data arena to support organizations that have growing volumes of data but still want results in seconds. Follow my colleague David Menninger if you want to learn more about this area of growing importance and check out his latest Big Data benchmark research. Customer experience management is one of the most important issues organizations need to address to retain customers and sell them more business. My experience and research show that this is not easy, because it requires combining numerous types of analytics and the capabilities to take action, often in real time, for example during a call. The latest developments from Enkata seem to back up its claim to support the customer journey by enhancing the customer experience, so I recommend organizations see how Enkata can address this key business issue. Enkata has advanced significantly since my last analysis And worth taking a closer look. Are you addressing the customer experience? If so, how? Please tell us your views and experience and collaborate 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": "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": "Enkata Advances Contact Center Analytics to Improve Customer Experience", "mainEntityOfPage": "https://blog.isg-research.net/2010/11/28/enkata-advances-contact-center-analytics-to-improve-customer-experience", "datePublished": "28/11/2010", "dateModified": "28/11/2010", "articleBody": "Among the important findings of our latest benchmark research on contact center analytics were these two: 88 percent of companies said they can use analytics to improve the performance of the contact center (41% said they could make significant improvement), and the main issue holding them back from doing that is an excessive reliance on spreadsheets (90% indicated they use spreadsheets on a regular or universal basis). Many companies are challenged to find an alternative to spreadsheets that supports their business requirements. Beneath the marketing hype the actual problem is to access all the data needed to produce the required analysis. Enkata is one of a few vendors that address this issue. It has a suite of products focused on contact center agent performance, including quality monitoring, managing performance against defined metrics, and managing coaching. To those it added products to help manage first-call resolution, understand customer issues and discover the root causes of why customers are contacting the company. Now, not content with the success of these products, Enkata has become active in contact center performance management, upgrading some products and introducing new ones. Over the last nine months it has made five major product announcements. The first announcement was on the release of Activity Tracker, took it into the previously uncharted waters of unstructured data. It allows companies to learn what agents do at their desktops as they try to resolve customer interactions, such as the applications they access and the data they capture. Knowing this can lead to improvements to interaction-handling and agent training and coaching. The second new product, Automated Contact Reasoning, moves away from the agent to help companies understand how customers react to operational events such as a new marketing campaign and identify emerging trends by customer segment, such as how often different segments call the center. The third announcement is a major upgrade, Coach 3.0, an on-demand version of the coaching product that allows companies to manage, track and measure coaching activities through workflow of steps. The next announcement is Customer Segment Analytics that is part of Enkata Discoverer 8.0 that provides powerful analytics for root cause analysis can now group together customers bases on their responses to enable comparative analysis through impact level analytics. The latest announcement is Cross Channel Analytics allows companies to track customers as they try to resolve their issues across multiple touch point such as Web-based self-service and calls to the contact center. It builds on Enkata’s experience in accessing different sources and types of data and bringing them together to provide new insights on customer experience. These new developments add further weight to the rating Enkata achieved in our recent Agent Performance Management Value Index, which compares vendors that provide solutions to support Agent Performance Management. It was rated a “Warm” vendor, which is admirable for a vendor with a suite of products mostly focused on agent-related analytics and performance management without functions such as call recording and agent workforce management. Companies looking to improve the performance of their contact center through better use of analytics and metrics would do well to include Enkata on the list of vendors they evaluate especially since they are easily made available through its cloud computing based software as a service approach. As our research shows, companies recognize that they need to improve their use of analytics, and deploying specialist systems rather than continuing to rely on spreadsheets is a step in that direction. This can be a way not only to improve operational efficiency but to improve customer satisfaction, first-contact-resolution rates and agent performance through better training and coaching. These are all things that the latest developments from Enkata address. How do you rate the metrics you use to assess contact center and agent performance? Do your executives and managers recognize the need to change and contribute to an improved customer experience? Let me know your thoughts or come and collaborate with me on Facebook, LinkedIn and Twitter. 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 data-hs-allowed="true" src="/_hcms/forms/v2.js"></script> <script data-hs-allowed="true"> var options = { portalId: '2035844', formId: 'fa276fc9-9a16-4673-a644-1fcbedcc3c24', formInstanceId: '2276', pageId: '3884418273', region: 'na1', inlineMessage: "Thanks for subscribing!", rawInlineMessage: "Thanks for subscribing!", hsFormKey: "68ab003a58c27330fea8362cccce2c67", css: '', target: '#hs_form_target_module_1552944263900179', contentType: "listing-page", formsBaseUrl: '/_hcms/forms/', formData: { cssClass: 'hs-form stacked hs-custom-form' } }; 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