Filter Results
Results
New Funding Shows Strength In Social Business Market And Lithium’s Business Model
Analyst Blog
Unified Communications (UC) has reached mainstream adoption with approximately two thirds of businesses engaged or actively planning UC upgrades. However, most organizations prioritize UC applications, such as integrated messaging, conferencing, video, presence and IP telephony but do not necessarily connect all UC applications into a UC framework at the same time. During the coming year we will see the continued advancement in UC acceptance and adoption, as UC is a key factor in enabling real time connectivity and supporting multi-modal applications for anytime, anywhere communications. Key trends I see dominating the UC space during the coming year include:
Analyst Blog
Maslow’s Hierarchy Of Needs Provides Prioritization Of An Individual’s Needs
Analyst Blog
The Shift From Transaction To Engagement Ushers A New Era For Businesses.
Analyst Blog
Constellation Research Inc, an award winning, specialty research and advisory firm that serves business leaders who seek to unleash the power of emerging and disruptive technologies, today announced the appointment of Sachin Gosavi as Vice President (India).
Analyst Blog
Premium Research
Key Capabilities Enterprises Should Expect in MoDM, MADM and MEM Mobility Management Software
This report is the second in Constellation Research’s “MoDM, MADM and MEM” series on managing mobility. Cumulatively these reports focus on what enterprises must do to ensure they harness the disruption that mobility, when combined with mobile devices, represents.
Most companies realize that their success depends on building effective customer experiences across multiple touch points. Typically, it’s the customer support organization that is responsible for delivering support to maintain high-levels of customer satisfaction after a purchase. The question facing many companies is how to deliver exceptional support during lean times, when organizations face headcount and budget limitations. Now may be the time to take a look at recent innovations in customer response that automate service while also creating a positive customer experience. Unlike earlier automated services that helped a company, often at the customer’s expense, new real time solutions enable a company to proactively and cost effectively deliver an extraordinary customer experience.
Analyst Blog
Quarks
What are the Security and Management Implications of Public/Private Cloud?
This quark is designed to empower CIOs with the knowledge to balance control of their technology resources with providing the infrastructure (IaaS) as an end-to-end service.
With costs soaring many companies are trying to decide if on-demand cloud services for their contact center are right for them. New vendor entrants with multiple-channel support options have spurred interest in cloud solutions for customer support. Early adopters for cloud services were smaller companies who found cloud solutions an affordable alternative compared to premise-based solutions. However, larger companies with the need to effectively engage customers across multiple channels, including social and mobile applications have become more interested in cloud services.
Analyst Blog
Premium Research
Unified Communications Drives a New Wave of Productivity and Collaboration.
The workplace is changing as mixed-generation workers apply new applications to improve their ability to collaborate and communicate with co-workers, partners and customers. It is important for companies to embrace applications that improve workers’ productivity and facilitate business processes. Companies that are not moving forward with improved connectivity are essentially falling behind. Virtualization and collaboration drive the next wave of productivity.
Much hype surrounds the topic of gamification. Often seen as a technique to add engagement to existing tasks, projects, marketing campaigns, and initiatives, the term gamification unfortunately lacks the seriousness it deserves. This report seeks to change the point of view and demonstrate where gamification plays a role in the enterprise. More importantly, executives will discover how gamification can drive behavior and outcomes through both monetary and non-monetary incentives in enterprise class settings.
Analyst Blog
Premium Research
This report seeks to help CFOs and other executives explore why budgeting, planning and strategy management are critical to the organization. Also, it will explore the challenges to getting it right, Enterprise Performance Management (EPM) solutions available to manage the planning/strategy process, and recommendations to get started. Other more operational aspects of EPM such as consolidation and disclosure will be addressed in a later research report.
Premium Research
Much hype surrounds the topic of gamification. Often seen as a technique to add engagement to existing tasks, projects, marketing campaigns, and initiatives, the term gamification unfortunately lacks the seriousness it deserves. This report seeks to change the point of view and demonstrate where gamification plays a role in the enterprise. More importantly, executives will discover how gamification can drive behavior and outcomes through both monetary and non-monetary incentives in enterprise class settings.
SuccessFactors Acquisition Puts SAP In Direct Competition With Workday And Taleo
Analyst Blog
Quarks
ClearPoint Strategy is an easy to use software package that is focused on strategy management only (i.e. no budgeting or planning software). Oddly enough (but rather effective), ClearPoint is owned by a parent company focused on strategy management professional services (called Ascendant Strategy Management Group). This overarching approach to consulting suits customers well.
Quarks
ActiveStrategy provides a broad set of offerings in strategy management, but lacks offerings in other EPM areas (like budgeting and planning). For companies focused on strategy management, ActiveStrategy’s software is comprehensive, and, as important, it provides customers with a well-designed methodology for strategy formulation and strategy
Quarks
Business Models Converge During Recessions
Is your technology provider a hardware vendor or a software vendor? Does your System Integrator now provide solutions in the cloud? These questions will continue as models converge. Hardware, software, and system integration vendors must reinvent new models of revenue. The economic recession has forced business model shifts at the major technology companies. The goal – own the largest share of both the business and IT technology budget. As these sellers attack new profit pools, buyers can expect continued convergence of business models because...
Quarks
This report provides guidance for CIOs on how to elevate their roles within the organization to one that has a meaningful influence on meeting strategic business objectives. In brief, we outline a personal development strategy for CIOs to optimize the IT infrastructure and lower ongoing support costs so that they can free up resources and focus on integration, intelligence, and innovation.
Premium Research
New Paradigm Puts Emphasis on Customer Connection
Today’s customers expect companies to support them over any device, any time and resolve their issues quickly. Customer service organizations need to transform their traditional approach to customer support in order to support personalized service and customer intimacy across all touch points. Acquiring new technology is not the solution to create great customer experiences but it provides the means to support closer customer involvement and build loyalty. This report describes how companies must go beyond the ordinary and become a true business partner with its customers and support a two-way dialog that fully engages its customer.
Avaya announced its purchase of speech analytics firm Aurix to support its UC and contact center solutions. This acquisition indicates the growing need for companies to mine, analyze and understand their customers’ conversations. For too long contact center metrics focused on the agent’s conversation but were unable to categorize voice interactions of their customers to assess their concerns and attitudes. I believe it is an important shift for customer service organization to use speech analytics to better understand customers’ attitudes and improve their experience through analysis and interpretation of what they are saying.
Analyst Blog
Premium Research
This report looks at key developments in order to: Understand how mobile devices are changing the enterprise environment. Describe three levels of solution that Constellation Research identifies which encompass the mobile device management market today, along with how these complement each other, are different and what customers should expect. Offer an Action Urgency Questionnaire to enable organizations to assess their degree of urgency about adopting a mobile management solution, and which level of solution may be most relevant. Examine the overall implications, what these mean, and recommend what enterprises should do.
Enterprises are actively expanding their use of video and consider it an essential component of their overall communication initiatives. Video conferencing has become pervasive, as technical improvements make it easier to use, less expensive and more manageable. Today’s diverse workforce creates a high demand for personalized contact with external locations and video conferencing promotes more intimate meetings. Sales managers also find video conferencing creates a closer relationship with prospective and existing customers.
Analyst Blog
Quarks
The world of mobile devices and their management within the enterprise is becoming ever more complex. Using Constellation Research’s own usage of these devices as a basis, we demonstrate that IT trying to ignore the issues that mobile devices raise will fail for three reasons.
Premium Research
Two distinct approaches, departmental BI/BA and enterprise BI/BA, have entrenched themselves into the psyche of business analytics buyers. Both approaches bring strengths and weaknesses to the business. Unfortunately, most organizations lack the ability to move from one approach to the other with ease.