Analyst Perspectives

I wrote recently about the role that data intelligence has in enabling enterprises to facilitate data democratization and the delivery of data as a product. Data intelligence provides a holistic view of how, when, and why data is produced and consumed across an enterprise, and by whom. This information can be used by data teams toensure business users and data analysts are provided with self-service access to data that is pertinent to their roles and requirements. Delivering data as a product...

We’ve been saying for years that natural language processing (NLP) and natural language analytics would greatly expand access to analytics. However, prior to the explosion of generative AI (GenAI), software providers had struggled to bring robust natural language capabilities to market. It required considerable manual effort. Many analytics providers had introduced natural language capabilities, but they didn’t really resonate with enterprise requirements. They required significant effort to...

The pandemic laid bare the tenuous relationship between many contact centers and their agents. The abrupt shift to remote work was just one component of the changes still under way. The past four years have also seen enterprises reckoning with questions about how to hire, what to pay their employees, what skills are needed and how an avalanche of new technology will change their operations.