Analyst Perspectives

Is your organization prepared for the increasingly sophisticated and pervasive cyber threats that are challenging enterprise CIOs and IT leaders? Our previous analyst perspective underscored the importance of protecting digital assets and driving business growth with Continuous Threat Exposure Management (CTEM) — a proactive approach to identifying and managing cyber threats. In this perspective, we delve into the crucial business and technology considerations that enterprises must weigh when...

Contact centers have collected customer feedback almost as long as there have been telephones. The simple binary question "Did I provide you with good service today," or some variation is a common feature of agent scripts that contact center leadership uses to produce snap assessments of agent performance. Today’s analytic approaches are becoming more common, producing more insightful and nuanced pictures of what customers want, raising the question of whether enterprises understand how best to...

Much development and marketing resource is being directed at technology that supports tracking and managing the customer experience (CX) and identifying prospects. All of this is good for business and highlights some of the exciting potential for artificial intelligence (AI) and generative AI (GenAI) to really accelerate the basic need of matching buyers and sellers to create more efficient markets for the benefit of all. But part of the B2B customer experience also revolves around quality and...

Interest in artificial intelligence (AI) is exploding driven in large part by the widespread interest in generative AI. ISG’s AI Buyer Behavior Survey reported that more than 6 in 10 participants have at least one AI application in production. However, despite the ease with which individuals can use AI as a result of natural language processing, creating and managing AI models is still a challenge. First, there is a shortage of skills. Second, the process itself involves many parts, each of...

Cloud computing has had an enormous impact on the analytics and data industry in recent decades, with the on-demand provisioning of computational resources providing new opportunities for enterprises to lower costs and increase efficiency. Two-thirds of participants in Ventana Research’s Data Lakes Dynamic Insightsresearch are using a cloud-based environment as the primary data platform for analytics. 

Zoho recently held its annual analyst day to communicate its strategy, objectives and product roadmap. The privately held company, headquartered in Chennai, Tamil Nadu, India, has an unconventional approach to the software market. Its self-described corporate philosophy emphasizes making bold moves that challenge assumptions. Its design engineering approach stresses simplicity and cost while aiming to provide easy-to-use software with sufficient capabilities to improve personal and...

It is well known that data integration, transformation and preparation represent a significant proportion of the time and effort required in any analytics project. Traditionally, operational data platforms are designed to store, manage, and process data to support worker-, customer- and partner-facing operational applications, and data is then extracted, transformed, and loaded (or “ETLed”) into a separate analytic data platform, which is designed to store, manage, process, and analyze data....

Cyber threats are becoming more sophisticated and pervasive, posing a major challenge for CIOs and IT leaders. To protect their digital assets and drive business growth, they need a new approach to security: Continuous Threat Exposure Management (CTEM). CTEM software continuously monitors and manages the enterprise’s exposure to cyber risks, enabling a swift and effective response to any security incident. In this analyst perspective, we will explore how CTEM software works, why it is essential...

After a year of near-constant AI chatter, the broad strokes of how the technology will roll out in business over the next three to five years are coming into place. It’s almost trite but worth repeating that artificial intelligence will drive a substantial boost in productivity as it’s adopted. Rather than making large swathes of jobs obsolete, it will take the robotic work out of those job descriptions, enabling people to focus on tasks with a greater economic return. 

The first wave of discussions around artificial intelligence (AI) in the contact center was focused on providing software buyers with a general understanding of what the technology could do. Now the conversations are becoming more specific, focused and direct. Buyers are more aware of the spectrum of available use cases and appear to be exploring how to map new tools to the particular business problems they face. Contact center buyers are approaching new technology deployments (or enhancements...