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The Consumerization of Identity

Future of Work
Social Logons Will Blend Personal and Work Spaces, Ushering in a New Era of Hybrid Identity hbspt.cta.load(341263, '7ad15cfa-0d51-478b-a13b-82531492350a'); There is nothing more personal than identity. But as much as we like to think we are the curators…
Steve Wilson
Constellation Cosmos

Mobile  ROI:  Is  Your   Organization  Ready  for  an   Unfair  Advantage?

Future of Work
Insights from 341 Respondents Putting Mobility to Work in Key Business Processes Download the report snapshotMobility   provides   a   competitive   advantage   to   organizations   that   have   incorporated   and  …
R Ray Wang
Quarks

Why Speech Analytics Improve Customer Care

Next-Generation Customer Experience
Gain Valuable Insight into What Customers Are Really Saying to Improve Call Center PerformanceCustomer support organizations often lack accurate information on what their customers are actually saying to them and rely on surveys or social posts to gather data. With speech…
Elizabeth Herrell
Premium Research

The State of Siebel in the 2013 Market

Future of Work
Different Strategies for Moving Ahead with Siebel Implementations and Methods to Assess Your CareerDownload the report snapshotAt a philosophical level, all software is an attempt to capture the real world. This is especially true of enterprise software, which models the…
J. Bruce Daley
Premium Research

Seeing the Good, the Bad and the Ugly in Legacy Applications

Future of Work
How to Attack or Defend an Installed Base by Understanding How to Qualify the Success of Legacy ApplicationsDownload the report snapshotOn Day One of a new fiscal year, most of the IT budget is spoken for by the cost of legacy applications. Constellation estimates that between…
J. Bruce Daley
Premium Research

SaaS Adoption Trends and Customer Experience

New C-Suite
As Software-as-a-Service Gains Market Share, Buyers Must Follow Best Practices in Evaluating and Contracting with SaaS ProvidersDownload the report snapshotThe SaaS model of application deployment is picking up momentum with organizations of all sizes and in all regions of the…
Frank Scavo
Premium Research

Cloud Customer Service Delivers High Value

Next-Generation Customer Experience
Cloud Next-Generation Customer Support Offers Speed, Flexibility and ScalabilityDownload the report snapshotCloud customer support is a rapidly growing option for brands that seek to improve their customers experience with solutions that are robust, flexible and scalable…
Elizabeth Herrell
Quarks

Why Blended Channel Support Increases Self- Service Usage

New C-Suite
Integrated Knowledge Management Is Essential for Supporting Converged Customer ExperienceThe road to converting customers to use self-service on the Web or their mobile devices has been slow. While most brands recognize the need for self-service, they fail to address the…
Elizabeth Herrell
Premium Research

The Identity Manifesto: Seven Points on the Future of Identity

Future of Work
Moving Identity from Geek to Chic and Four Steps on How to Get ThereIdentity often means many things to many people for good reasons. Traditional definitions for the identity and access management professional have revolved around standards for authentication, access,…
R Ray Wang
Premium Research

Enterprise Collaboration Software: From Simple Sharing to Purposeful Collaboration

Future of Work
How to Benefit from the Evolution of Enterprise Collaboration Platforms and their Business Use CasesDownload the report snapshotAdvances in technology and culture are influencing organizations of all sizes to modernize the business platforms they use for both internal and…
Alan Lepofsky
Quarks

Nine Cloud IaaS Trends for 2014 and Beyond

New C-Suite
An Overview of IaaS Trends That are Here to StayConstellation Research identifies the latest trends in the Internet-as-a-Service (IaaS) market that affect services-consuming organizations as well as services-providing vendors.As the IaaS market enters the second phase of…
Holger Mueller
Premium Research

The Cloud Changes Everything

New C-Suite
[NEWS ANALYSIS] Why Oracle’s Alliances with Microsoft, Salesforce.com and NetSuite Will Change the MarketDownload report snapshotOracle’s release of version 12c of its database provides the company with a key step to remaining a relevant technology vendor for the…
Holger Mueller
Constellation Cosmos

Cosmos Cloud Buyer’s Bill of Rights: SaaS Apps – Ultimate Software

New C-Suite
Ultimate Achieves Epic Status in Bill of Rights Certification for Cloud Apps SuitesThe 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…
R Ray Wang
Quarks

Succeeding in the New Consumerverse

Marketing Transformation
Trends and Opportunities for Digital BusinessConstellation Research often takes a fresh look at the trends affecting digital transformation and the world of business. Rather than starting at the beginning of the calendar year and casting an eye over the following twelve months,…
Gavin Heaton
Quarks

Behind the ROI of Deploying SAP HANA

Data to Decisions
A Brief Analysis of the Four Components of Customer Success on the SAP HANA PlatformSAP’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…
Holger Mueller
Quarks

Demystifying Social Business: Optimizing the Lead to Deal Process (Sales) Quark

New C-Suite
Quark version of the full Demystifying Social Business ReportPragmatic Advice on How to Get Started in Your Social Business InitiativesSocial business initiatives have gained acceptance as a key driver in business innovation.  Since 2010, organizations have experimented and…
R Ray Wang
Premium Research

Demystifying Social Business: Optimizing the Lead to Deal Process (Sales)

New C-Suite
Pragmatic Advice on How to Get Started on Your Social Business InitiativesDownload the report snapshotSocial business initiatives have gained acceptance as a key driver in business innovation.  Since 2010, organizations have experimented and successfully deployed social…
R Ray Wang
Quarks

Are You Ready? Video Customer Service Is Here

Next-Generation Customer Experience
Video Is Gaining Traction as an Effective Service Channel for Customer EngagementMulti-channel customer support is expanding to include video transactions that provide a deeper customer experience. The rapid growth of consumer use of video is now moving to brands that want to…
Elizabeth Herrell
Quarks

IBM Watson Breaks New Ground for Service

Next-Generation Customer Experience
IBM Watson Engagement Advisor Brings Supercomputing Power to Customer SupportIBM Watson Engagement Advisor redefines the delivery of customer service. This new supercomputer processes huge amounts of data and “understands” it with astounding speed. It puts correct…
Elizabeth Herrell
Premium Research

Compelling Investments for Extraordinary Service

Next-Generation Customer Experience
Smart Customer Service Investments in Emerging Applications Need Cost Justification Download the report snapshot Although many brands struggle to keep pace with changes in customer service, leading customer service organizations realize strategic investments will keep…
Elizabeth Herrell
Case Study

Taking Talent Search to the Next Level

Future of Work
Why the Haley Stuart Group Recruited ShoreTel Sky as Its Cloud Communications Service Provider Haley Stuart Group (HSG) is a highly specialized boutique executive recruiting and talent search organization founded on the belief that clients are best served by industry-specific…
E. Brent Kelly
Premium Research

Ten Things CIOs Should Know about WebRTC

Future of Work
Anticipating and Preparing for Massive Disruption to Your Communications Environment and Engagement Strategies Download the report snapshot Ten Things CIOs NEED to Know About WebRTC webinar recording WebRTC is an emerging standard that enables real-time voice,…
E. Brent Kelly