Analyst Perspectives

Managing investments in people and their performance is critical to every organization. It also is complicated. To support the various aspects of human capital management (HCM), organizations often use a variety of technology including systems for human resource management, talent management, workforce management and payroll management. Often these separate systems use their own information and are not well connected to each other. Today they are deployed both on-premises and in cloud computing...

This year presents much opportunity for organizations to use a new generation of technology to compete better, be more efficient in their business operations and engage their workforces to their full potential. We have identified and begun to track the following next-generation technologies: analytics, big data, collaboration, cloud computing, mobile technology and social media, and in 2014 we added wearable computing to the list. In 2015 we will intensify our focus on all of them specifically ...

Our benchmark research into business technology innovation shows that analytics ranks first or second as a business technology innovation priority in 59 percent of organizations. Businesses are moving budgets and responsibilities for analytics closer to the sales operations, often in the form of so-called shadow IT organizations that report into decentralized and autonomous business units rather than a central IT organization. New technologies such as in-memory systems (50%), Hadoop (42%) and...

Genesys is best known as a provider of contact center management systems and has long provided computer/telephony integration (CTI) and single-queue call routing systems. Over the past few years it has had changes of ownership and now is a stand-alone company focused on providing systems to improve the customer experience. To do this its combines contact center infrastructure systems and a suite of workforce optimization applications. We included the suite in our 2015 Workforce Optimization...

I recently wrote about customer experience lessons I learned during 2014 and the technologies required to deliver EPIC experiences. Both of these analyses focus on the people, processes, information and technologies required to improve the customer experience at every touch point, and these themes will also be at the heart of our customer technology research agenda for 2015.

Actuate, a company known for powering BIRT, the open source business intelligence technology, has been delivering large-scale consumer and industrial applications for more than 20 years. In December the company announced it would be acquired by OpenText of Ontario, Canada. OpenText is Canada’s largest software vendor with more than 8,000 employees and a portfolio of enterprise information management products. It serves primarily large companies. The attraction of Actuate for such a company can...

Customer Experience was one of the subjects most talked and written about during 2014, and I expect this to continue in 2015. Many observers and analysts, including me, believe it can be the difference between companies succeeding or going out of business. Yet debate continues to define what customer experience is and how to manage it. Some think the best tools are “voice of the customer” information and systems that enable companies to track and understand customer sentiments and likely...

It is more important than ever for businesses to attract and retain the best talent, and managing compensation effectively is an essential tool for doing so. Obviously companies must pay well to compete, but managing salary, merit pay, variable pay and incentives for employees, tracking their hiring anniversaries and conducting accurate performance appraisals make total compensation management a complex process. All of this must be managed within budget and policy guidelines. As organizations...

As with many other research topics, Ventana Research investigates workforce optimization in two ways. Our benchmark research into next-generation workforce optimization assesses how companies use workforce optimization systems now and intend to in the future, while our Workforce Optimization Value Index evaluates how well workforce optimization products and vendors match buyers’ needs. In our newly released 2015 Workforce Optimization Value Index the top vendors are Verint and VPI, both rated...

In 2014, IBM announced Watson Analytics, which uses machine learning and natural language processing to unify and simplify the user experience in each step of the analytic processing: data acquisition, data preparation, analysis, dashboarding and storytelling. After a relatively short beta testing period involving more than 22,000 users, IBM released Watson Analytics for general availability in December. There are two editions: the “freemium” trial version allows 500MB of data storage and...