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A Brief Analysis of the Four Components of Customer Success on the SAP HANA Platform
SAP’s HANA platform has reached a level of product maturity that calls for a look at the next steps for the product’s overall success in the enterprise software market. Since the emergence of HANA, concerns arose about hardware cost. But recently that cost has come down. So Constellation Research looks further at the cost of implementation and maintenance plus what it will take to make the overall cost/benefit value proposition of HANA into a game changer for SAP customers, SAP partners and SAP itself.
Read MoreQuark version of the full Demystifying Social Business Report
Pragmatic Advice on How to Get Started in Your Social Business Initiatives
Constellation Research pioneered the complete set of front office and back office use cases for social business in 2010. This report provides insight into a key mega-area -- lead to deal use cases.
Social business initiatives have gained acceptance as a key driver in business innovation. Since 2010, organizations have experimented and successfully deployed social business initiatives across a variety of business processes. In Constellation’s recent 2013 survey of 237 social business adopters, more than a majority (57.8 percent) of the market leaders and fast follower respondents had moved from experimentation to scaling social business initiatives to match demand. This trend signifies the successful growth of social business across a number of use cases.
Read MorePragmatic Advice on How to Get Started on Your Social Business Initiatives
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Constellation Research pioneered the complete set of front office and back office use cases for social business in 2010. This report provides insight into a key mega-area -- lead to deal use cases.
Social business initiatives have gained acceptance as a key driver in business innovation. Since 2010, organizations have experimented and successfully deployed social business initiatives across a variety of business processes. In Constellation’s recent 2013 survey of 237 social business adopters, more than a majority (57.8 percent) of the market leaders and fast follower respondents had moved from experimentation to scaling social business initiatives to match demand. This trend signifies the successful growth of social business across a number of use cases.
Read MoreVideo Is Gaining Traction as an Effective Service Channel for Customer Engagement
Multi-channel customer support is expanding to include video transactions that provide a deeper customer experience. However, just offering video content or chat sessions is not enough to succeed. Brands need to promote their video support services, generate interest in its content and engage in best practices for its use.
Read MoreIBM Watson Engagement Advisor Brings Supercomputing Power to Customer Support
IBM Watson Engagement Advisor redefines the delivery of customer service. This new supercomputer processes huge amounts of data and “understands” it with astounding speed. Watson provides an opportunity for companies to transform how they deliver support to customers. It may finally be the breakthrough application that supercharges the adoption of self-service. While not every customer service organization may need such powerful computing, the potential breakthroughs are unlimited and deserve a closer look.
Read MoreSmart Customer Service Investments in Emerging Applications Need Cost Justification
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This report highlights five key technologies that can create new revenues, lower service costs and provide compelling customer experiences that all customer service organizations should consider. Importantly, these customer service investments demonstrate quantifiable business benefits and provide valuable customer insight. The next-generation customer service technologies to watch and consider for investment include:
Read MoreWhy the Haley Stuart Group Recruited ShoreTel Sky as Its Cloud Communications Service Provider
In 2004 HSG installed a new PBX in its New Jersey offices. It soon became clear that the annual maintenance contract for this PBX was not only very expensive, but HSG discovered that it did not include any hardware upgrades nor did it include upgrades for software releases containing new functionality.
Find out why Haley Stuart Group chose ShoreTel Sky as its cloud communications provider.
Read MoreAnticipating and Preparing for Massive Disruption to Your Communications Environment and Engagement Strategies
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WebRTC is an emerging standard that enables real-time voice, video and data sharing in a Web browser without the need for browser plugins. Potentially billions of devices supporting a browser – PCs, laptops, smartphones, tablets and a host of new devices – from a variety of manufacturers will be real-time communications-enabled.
This report is designed to provide CIOs and decision makers with the right balance of depth and breadth to help them understand what WebRTC can do for them as well as what it can do to them. We begin with an overview of WebRTC, what it is and how it is architected. We discuss federation among WebRTC-enabled sites and integration with legacy communications platforms including Session Initiation Protocol (SIP) and the public switched telephone network (PSTN). We describe the security mechanisms inherent in WebRTC.
Read MoreNetsuite Achieves Epic Status in Inaugural Bill of Rights Certification for Cloud Apps Suites
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The Enterprise Cloud Buyer’s Bill of Rights provides a tool for clients and vendors to change the tenor of contract negotiations from user subservience to an equal and collaborative long-term partnership.
Netsuite provides an end-to-end cloud business application suite. Netsuite achieved a 4.48 weighted score and achieved the highest certification – Epic for its achievement in meeting the 61 requirements of the Cloud Buyer’s Bill of Rights category.
Read MoreActian DataCloud Achieves Epic Status in the Inaugural Bill of Rights Certification for Cloud Integration
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The Enterprise Cloud Buyer’s Bill of Rights provides a tool for clients and vendors to change the tenor of contract negotiations from user subservience to an equal and collaborative long-term partnership.
Actian’s acquired Pervasive Software on April 11, 2013. Constellation evaluated Pervasive Software prior to the merger. Actian DataCloud achieved a 4.77 weighted score and achieved the highest certification – Epic for its achievement in meeting the 61 requirements of the Cloud Buyer’s Bill of Rights category.
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