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Constellation sat down with Steve Miranda, Oracle’s Executive Vice President of Oracle Applications Product Development to discuss the state of Oracle Fusion Apps in a no-holds barred honest conversation about what’s working, what’s not, and what to look forward to in 2013.
Analyst Blog
SAN FRANCISCO– December 27, 2012 Constellation Research, Inc.
Analyst Blog
Premium Research
Understanding Desktop Video Solutions, How They Scale, Bandwidth Considerations and Their Total Cost of Ownership
This report begins with a fundamental question: if an enterprise already has a telephony system, what would it take to add multi-party desktop video to it and what would such a solution look like with respect to scalability, network impact, and total cost of ownership? To answer this question, solutions from five major desktop video providers have been assessed:
Traditional contact centers represent a highly regulated industry with multiple metrics to identify performance and costs. Most companies use measurements to determine how effective they are in handling customer issues and achieving high customer satisfaction ratings. But the huge growth in social, mobile and self-service channels has left many customer service organizations without a means to measure and monitor performance on these growing channels.
Analyst Blog
Early in November, I attended a series of analyst briefings offered by Microsoft Business Solutions (MBS), outside of Seattle. The briefings and interviews with MBS executives provided an opportunity to catch up on where Microsoft is going with its Dynamics line of business applications. Coming away from the event, I was impressed with several overall trends that are encouraging Microsoft to move up-market, into territory that for many years has been dominated largely by SAP and Oracle.
Analyst Blog
If you’re considering a move to the Cloud for your payroll technologies, you’re not alone. In a recent survey by Constellation Research, Inc. partner Computer Economics, 40% of companies considering payroll technology investments reported such investments involved a move to the Cloud.
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Quarks
Ten Ways to Improve Customer Experience in 2013
Customer support operations face new challenges due to the rapid change in how customers choose to interact with vendors. While interactions across traditional channels such as web and email continue to dominate, the rapid shift in preference to social media channels such as Facebook and Twitter and the rise in smartphones for doing business have caused many customer support organizations to fall behind in delivering the type and level of support required by customers.
It's that time of year where analysts gaze into our crystal balls and make predictions about the trends we expect to see in the upcoming months. My thoughts about 2013 are based on the hundreds of conversations I've had with social business product vendors and customers over the last twelve months. Below I'll list my top predictions for 2013, but if you only have a moment here are the mains idea that I want to share:
Analyst Blog
Pace of Innovation Exceeds Ability To ConsumeRapid innovation, flexible deployment options, and easy consumption models create favorable conditions for the proliferation of disruptive technology. In fact, convergence in the five pillars of enterprise disruption (i.e. social, mobile, cloud, big data, and unified communications), has led to new innovations and opportunities to apply disruptive technologies to new business models. New business models abound at the intersection of cloud and big data, social and mobile, social and unified communications, and cloud and mobile.
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Quarks
How Microsoft Dynamics' Expanding Capabilities Create New Choices for Large, Multinational Firms
Long known as business management software for small and midsized organizations, Microsoft Dynamics is increasingly being used in large and multinational enterprises. This report outlines four customer needs that are driving Microsoft Dynamics up-market and three ways in which Dynamics has become capable of serving these large organizations. The report concludes with examples of customers that illustrate the move of Dynamics into the enterprise market and recommendations for large enterprise buyers who are considering Microsoft Dynamics.
Update: Apparently not everyone is aware of the saying from which the title of this post was taken. "The King is Dead. Long Live the King" is a positive statement, alluding to the continuity of leadership when the throne changes hands. With that in mind, read on...
Analyst Blog
My deck from Defrag 2012.
Analyst Blog
SAN FRANCISCO, CA– November 20, 2012 Constellation Research, Inc.
Analyst Blog
Premium Research
How to Maximize Your Investment and Avoid Potential Vendor Lock-In
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.
Contact centers are in a state of flux as new customer demands expose the inadequacies of aging infrastructure for current operations. These emerging communication channels driven by customers’ use of social networks and mobile applications create challenges for contact center managers who realize that they must upgrade their infrastructure to support emerging channels and richer functionality to meet current and future needs.
Analyst Blog
SYDNEY, AUSTRALIA - November 15, 2012 Constellation Research, Inc.
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Premium Research
How Mobile and Social Adoption Will Change Your Market Strategy
There are five key lessons for marketing leaders that can be drawn from Asia Pacific and applied to any market:
Washington Ideas Forum Creates A Convergence Of Thought Leaders
Influencers in politics, academia, and business converge once a year at the Washington Ideas Forum to discuss the challenges and potential solutions America faces. This event held November 14th to November 15th pulled together over 1200 attendees and was sponsored by The Atlantic in partnership with The Aspen Institute and the Newseum.
Analyst Blog
Announcing the winners of the 2012 SuperNova AwardsTonight at Connected Enterprise we announced the winners of the 2012 SuperNova Awards.
Analyst Blog
Future of Work-focused executive exchange panel from Connected Enterprise 2012
Video
Tech Optimization executive exchange, CCE2012
Video
Join us as we announce the 2012 SuperNova Award winners live, on stage, at the SuperNova Awards Gala Dinner on the first night of Connected Enterprise.
Analyst Blog
Quarks
Find out why AVAD, a distributor of high-end audio/visual equipment, chose West over a host of other cloud communication providers
AVAD is a conglomeration of what were 11 different companies. Consequently, within the combined company, there were Private Branch Exchange devices (PBXs) from Panasonic, ShoreTel and Avaya. The Western U.S. region had a hosted system provided by Verizon. Customer calls often went unanswered because everyone thought or hoped that someone else would answer the phone or because all of the sales representatives were busy. AVAD was unable to adequately queue and route calls among locations to smoothly handle call demand. This left customers unsatisfied and significant business on the table.
Quarks
Evaluating Integrated vs. Embedded Social Technologies for HCM
Social networking can improve talent management processes such as employee recognition and rewards, performance management, project and task management, career mobility, candidate sourcing and workforce learning. It seems no matter where you look, another Human Capital Management (HCM) technology vendor is announcing new social capabilities. But how are they getting there? Are they partnering with social networking tools providers? Have they built out activity streams and then called that "social"?