Market Perspectives

Zoom Expands Digital Communications for Engagement

Posted by Ventana Research on Sep 30, 2022 5:00:00 AM

Ensuring continuous collaboration and digital communication across an organization advances its ability to engage workers and maintain workforce resilience and readiness. Achieving this goal requires a platform that enables business operations to continue under any circumstance.

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Topics: digital business, Digital Communications

3CLogic Offers a Voice-Centric Cloud Contact Center Platform

Posted by Ventana Research on Sep 27, 2022 5:00:00 AM

Contact center technology is moving to the cloud at a slow but consistent pace. That has allowed the Contact Center as a Service (CCaaS) segment to grow steadily, opening the door to many different approaches for managing the infrastructure needed to serve customers. Some vendors try to include everything under the sun in their offerings to appeal to the widest possible market. Others, like 3CLogic, are taking a more surgical approach, focusing on specific aspects of the call-handling process that reflect each vendor’s expertise.

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Topics: Customer Experience, Contact Center, customer service and support

Microsoft Teams Aims to Dominate Digital Communications

Posted by Ventana Research on Sep 22, 2022 5:00:00 AM

The hybrid work model is being adopted as the standard for organizations after the pandemic unveiled the weak foundation of conventional business operations. More workers are now performing tasks both in the office and remotely. This, however, can lead to disorganized communication between peers. Workers feel secluded from each other. Additionally, existing methods and tools for collaboration and communication have not been effective in addressing more pressing work demands. Organizations need to consider if their current communications system is meeting the needs of their workforce, what we call digital communications. Microsoft’s communications platform, Microsoft Teams, aims to connect workers to foster collaboration, regardless of their work location.

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Topics: digital business, Digital Communications

Zoho Workplace Unifies Digital Communication and Collaboration

Posted by Ventana Research on Sep 15, 2022 5:00:00 AM

Remote and hybrid work environments are prevailing in enterprises, regardless of size. The pandemic caused long-lasting disruption in traditional business operations, requiring organizations to rethink digital communication inside and outside the workplace. The expectation today is that a digital communications platform will meet the unique needs of an organization. Teams must be equipped with cloud-based technology that is easily accessible and enables business communication, such as chat with messaging and video meetings to occur with anyone, anywhere and at any time. A secure and reliable digital communications platform can enhance the quality of collaboration and the service offered to customers and to that point we have published a perspective. To that end, Zoho has created an integrated suite, Zoho Workplace, which provides a unified digital communications platform and tools in a unified experience.

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Topics: digital business, Digital Communications

Adobe Unifies Marketing and CX

Posted by Ventana Research on Sep 13, 2022 5:00:00 AM

Marketing and Customer Experience (CX) are typically treated as separate business functions or, in some cases, poorly connected. But there is a growing effort to (effectively) conjoin these areas as organizations are discovering that these departments and processes are more successful if they work together to facilitate/promote a unified approach to the customer life cycle.

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Topics: Customer Experience, Marketing, Digital Marketing, intelligent marketing, Customer Experience Management, Digital Experience Platform

The Benefits of Cloud Analytics are Winning Converts

Posted by Ventana Research on Sep 8, 2022 5:00:00 AM

With the increasing exodus from on-premises solutions, organizations are migrating towards cloud computing for data analytics. Cloud computing supports rapid growth, collaborative analysis and real-time insights without requiring large capital investments in IT infrastructure. A cloud-based approach to analytics can help organizations be more agile and responsive to opportunities in the market.

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Topics: cloud analytics, Analytics, Business Intelligence, AI & Machine Learning

The Business Case for Work Management at the Speed of Digital

Posted by Ventana Research on Aug 24, 2022 5:00:00 AM

Organizations that use technology for work management have a competitive advantage over those without collaborative, digital systems. However, existing work management technology may not be sufficient to keep up with the rate of digital work that is being performed.

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Topics: Project Management, digital business, Work Management, task management

Data Lakes are Evolving and Delivering on Expectations

Posted by Ventana Research on Aug 16, 2022 5:00:00 AM

Data lakes began to emerge 10 years ago in response to the desire for analytic data platforms that could economically store and process large volumes of raw data. These platforms access data from multiple operational applications in a variety of formats to be queried by multiple business departments for a variety of analytic workloads.

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Topics: business intelligence, Cloud Computing, Data Governance, Data Management, AI & Machine Learning, Analytics & Data, analytic data platforms

Uniphore Earns Office of Revenue Digital Innovation Award for 2022

Posted by Ventana Research on Aug 10, 2022 5:00:00 AM

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

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Topics: Digital Innovation Awards, sales engagement, Office of Revenue

Salary.com Earns Human Capital Management Digital Innovation Award

Posted by Ventana Research on Aug 9, 2022 5:00:00 AM

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

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Topics: Human Capital Management, Total Compensation Management, Digital Innovation Awards