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Driving Better Business Intelligence Through Streamlined Analytics
Analytic processes are failing to keep pace with demanding analytic requirements because they cannot enable timely data integration. Geographic BI technology provides a single, seamless data development and processing environment. Our research reports span the global software and IT services domain covering: strategic issues, technology and services, companies and markets. Ovum's research has, for over 20 years been focused at the junction of the technical and commercial domains. Our strategic issues agenda addresses the major disruptions that are affecting both the software and IT services suppliers, and their customers that they serve.
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Trends in Unified Communications: Vendor Strategies, Competitor Landscape and Market Forecasts
This report analyses the trends that are currently driving the adoption of Unified Communications (UC) technologies throughout global enterprises, and shaping the market for such solutions. The economic slowdown, environmental concerns, the increased need for flexible working, enterprise mobility, increased productivity, improved customer experiences, and business competitiveness can all to a certain degree be addressed by the adoption of UC technologies by enterprises. Due to the cost reductions and productivity benefits UC promises, the increased number of solutions available and better accessibility for different sized enterprises, UC is still on the enterprise technology agenda.
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Managing Outsourced Contact Center Functions During the Economic Slowdown (Strategic Focus)
A strategic blueprint designed to help outsourced contact center players navigate their horizontal function mix through the current recessionary period.
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The Future of Software Delivery: The Opportunities and Challenges of Emerging Software Delivery Models
The way companies perceive and purchase their software is starting to change. Organizations no longer have to buy an on-premise application and host it on site, they can have it delivered on-demand, as a service or hosted by the software provider or a third party. But while these new models offer more choice in how they pay, receive and use applications, the proliferation of terms has led to some confusion amongst organizations about what they are and what they constitute. This new report published by Business Insights examines the market conditions that led to the emergence of these new models and the benefits they offer over traditional delivery types.
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Decision Matrix: Government CRM (Competitor Focus)
As governments look for ways to provide more personalized public services, they are increasingly looking to Constituent Relationship Management (CRM) to align service delivery with constituent needs. This report provides a technology assessment, evaluation of market impact and exploration of customer sentiment of leading solutions.
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Decision Matrix: Selecting an IP Contact Center Vendor (Competitor Focus)
Due to demand for a better understanding of the competitive landscape in the IP contact center (IPCC) market, Datamonitor has developed the IP Contact Center Decision Matrix. This report explores the competitive dynamics in the IPCC sphere and helps businesses select a vendor based on its technology strength, reputation among customers, and impact in the market.
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Decision Matrix: Selecting an On-Demand CRM Vendor (Competitor Focus)
Due to demand from enterprises looking to invest in on-demand CRM solutions, Datamonitor has developed the on-demand CRM Decision Matrix. The Decision Matrix provides a comprehensive and transparent view of vendor capabilities in the on-demand CRM market and presents advice on which vendors should be explored, considered and shortlisted.
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Microsoft Weighs in on SaaS CRM
Microsoft staked a larger claim in the customer relationship management (CRM) market early in 2008 with the launch of Dynamics CRM 4.0. The new version added a number of features, including multi-tenant capability and tighter integration with Outlook.
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2009 Trends to Watch: Voice and Video Business
Technology markets are changing fast. This brief is essential reading for you to identify and track the key forces shaping the prospects for your business. In this piece, Datamonitor's analyst specializing in voice and video business will outline the changes in your market and explain which trends will have the biggest impact in 2009.
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Building the Responsive Enterprise: The Evolution of BI, CRM and Integrated Information Management
'Content management and business intelligence are forecast to grow at a CAGR of 13.3% and 12.5% respectively, to reach $3.5bn and $7.9bn by 2012...' - Enterprises today are increasingly demanding instant access to business intelligence and enterprise content to support their agile operations. The ability to respond quickly and accurately to real-time information is increasingly critical to securing competitive advantage.
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Contact Center Markets and Technologies, 2008-2013 (Interactive Model)
This report is the result of Datamonitor's annual contact center markets and technologies mega-model. The model provides insight into spending on core contact center technologies by region, technology and sizeband.
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CRM in the Contact Center and the Emergence of the Unified Agent Desktop (Strategic Focus)
Customer service and support solutions are being developed with the user interface and customer experience in mind. Vendors are offering unified desktop solutions, which integrate multiple systems and applications into one application, providing a single point of access for all customer information.
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On-demand CRM: From Top-lines to Bottom-lines (Strategic Focus)
'The on-demand CRM model is expected to witness solid growth rates over the medium term. However, many on-demand vendors are witnessing unique competitive pressures and are yet to find profitability. Datamonitor feels that a confluence of traditional go-to-market strategies and distinct technological initiatives could help vendors expand their reach and achieve sustainable profitability.'
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Business Trends 2008 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)
Datamonitor's annual survey of contact center outsourcing clients, highlighting the trends that are likely to emerge over the coming twelve months
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Contact Center Investments in Developed Markets (Business Trends)
This report is the result of Datamonitor's annual survey of 150 contact center managers in North America and Western Europe. Respondents were from within the communications, financial services, retail and travel & transport industries. The report provides insight into enterprises' plans for investment in a number of key contact center switch, workstation, self-service and emerging technologies.
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On-Demand CRM: Global Market Forecast Model 2007-2013 (Interactive Model)
Datamonitor's on-demand Customer Relationship Management (CRM) market forecast model provides a comprehensive assessment of revenue opportunities for on-demand CRM technologies by geography and vertical market. This model can be used to support on-demand investment planning. It can also be used to understand current levels of penetration and the future life cycle of on-demand CRM offerings.
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CRM and the Move to Constituent-Centric Government (Strategic Focus)
As governments look for ways to provide more personalized public services, they are increasingly looking to Constituent Relationship Management (CRM) to align service delivery with constituent needs.
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Trends in Global Contact Center Outsourcing Pricing and Attrition (Strategic Focus)
An overview of the ongoing shifts in global contact center outsourcing attrition trends, as well as an analysis of pricing and cost issues.
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