Mark Smith's Analyst Perspectives

Talkdesk: CX Cloud earns our 13th Digital Innovation Award for Customer Experience

Posted by Mark Smith on Oct 13, 2020 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy innovations in technology that advance business and IT.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Digital Technology, Digital Commerce, Conversational Computing, collaborative computing, agent management

8x8: Open Communications Platform earns our 13th Digital Innovation Award for Digital Technology

Posted by Mark Smith on Oct 9, 2020 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT.

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Topics: Customer Experience, Human Capital Management, Marketing, Analytics, Internet of Things, Contact Center, Data, Digital Technology, Digital Commerce, Operations & Supply Chain, blockchain, employee experience, candidate engagement, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, agent management, extended reality, business digital commerce, work experience management

ServiceNow: Now Platform earns our Overall Digital Innovation Award

Posted by Mark Smith on Oct 6, 2020 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and the performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT.

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Topics: Customer Experience, Human Capital Management, Office of Finance, Contact Center, Workforce Management, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, robotic finance, employee experience, continuous supply chain, agent management, work experience management

The Business Continuity Imperative: The Workforce Experience and Human Capital Management in 2020 and Beyond

Posted by Mark Smith on Jul 12, 2020 7:30:00 AM

The workforce is an essential part of an organization’s overall business potential because it ensures continuous operations, even in black-swan events. The workforce is the core of the organization and should get the attention it deserves. In challenging times, a “customer-first” mentality tends to take hold — this is not unreasonable but in focusing on satisfying customers and opportunities, business leaders too often forget that the workforce experience is essential to achieving desired results. Fulfilling this objective requires technology designed to meet these human capital management (HCM) objectives. An organization’s agility and ability to invest adequate time and resources into the workforce experience is essential to an organization’s sustainability and operational effectiveness.

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Topics: Sales, Customer Experience, Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Continuous Planning, Business Continuity, Analytics, Business Planning, Data, Product Information Management, Workforce Management, Digital Technology, Operations & Supply Chain, Robotic Process Automation, employee experience, Conversational Computing, collaborative computing, agent management, People Analytics

The Business Continuity Imperative: The Agent and Customer with Contact Centers in 2020 and Beyond

Posted by Mark Smith on Jun 21, 2020 6:00:00 AM

Contact centers play a substantial role in an organization’s success. The customer journey is engaged here, at each moment of interaction. Agents, whether human or machine-driven, are intrinsic to the customer experience and the value of the contact center. Customers are essential to an organizations’ overall business potential because they generate revenue. In a black-swan event, demand for customer service may spike or dip, so in these situations it’s of the essence that agents get the attention they deserve. In challenging times, a “customer-first” mentality tends to take hold — this is natural, but in focusing on satisfying customers, business leaders too often forget that the agent experience is essential to effective customer engagement. Fulfilling this objective requires contact center technology designed for this purpose. An organization’s agility and ability to invest adequate time and resources into agents is essential for its sustainability and contact center effectiveness.

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Topics: Sales, Customer Experience, Marketing, Office of Finance, Voice of the Customer, Analytics, Contact Center, Data, Digital Technology, Operations & Supply Chain, Conversational Computing, agent management

Incentive Solutions Shows Potential in Sales Performance Management

Posted by Mark Smith on Dec 20, 2019 7:00:00 AM

Here are some insights on Incentive Solutions drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Incentive Solutions and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, subscription management, agent management, intelligent sales

NICE is a Leader in Reliability for Sales Performance Management

Posted by Mark Smith on Dec 18, 2019 7:00:00 AM

Here are some insights on NICE drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated NICE and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, subscription management, agent management, intelligent sales

beqom is a Value Index Leader for Manageability in Sales Performance Management

Posted by Mark Smith on Dec 16, 2019 7:00:00 AM

Here are some insights on beqom drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated beqom and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, subscription management, agent management, intelligent sales

SAP Provides Mature and Balanced Sales Performance Management Offering

Posted by Mark Smith on Dec 13, 2019 7:00:00 AM

Here are some insights on SAP drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated SAP and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, subscription management, agent management, intelligent sales

Optymyze Provides Robust Platform and Sales Performance Management Suite

Posted by Mark Smith on Dec 11, 2019 7:00:00 AM

Here are some insights on Optymyze drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Optymyze and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, subscription management, agent management, intelligent sales