I’m working on my top trends for 2007/2008, to be published next week, and one of the trends is definitely embedded analytics. Over the last decade, enterprise software has done a great job of capturing details about every customer interaction–information that previously was lost to the ether. However, now companies are realizing they have this huge store of information and no way to leverage it. I hear horror stories of support management having to keep a staff of 6-10 programmers on staff just to analyze the data and look for something meaningful.
This is quickly changing. As I’ve written about previously, enterprise software vendors have been acquiring standalone analytics/business intelligence vendors to embed in their suites, offering business-user targeted real-time analytics reporting created for specific business roles and problems. Outside of core CRM and ERP, this trend is also happening in contact center applications, with Verint acquiring Witness to bring together ‘best of breed’ workforce management (WFM) and quality monitoring (QM) on a core analytics platform. And today another announcement that further proves this trend: Genesys, with 4,000 customers for contact center software, has acquired Informiam, an Atlanta-based vendor of realtime “Business Performance Management” tools. (more…)