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Compuware is one of the leading APM vendors, having consolidated its position with its acquisition Gomez in October 2009. The vendor now has a performance-management portfolio that covers enterprise environments (application servers, middleware servers, Java and .NET environments, mainframe environments, database servers, networks, and proprietary and custom business applications) as well as the Internet. This facilitates end-to-end visibility into application performance. The vendor has shown its intent…
Technology Audits - published 23/08/2010 - Chandranshu Singh, Michael Azoff
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Many companies have yet to adopt a CRM solution of any type. Others have built solutions of their own or deployed packaged solutions that they have since outgrown or have realized are inadequate for their needs as their businesses become more complex. They also may face similar challenges with regard to management applications such as accounting, enterprise resource planning, and supply chain management.
Technology Audits - published 23/08/2010 - Warren Wilson
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Technology Audits - published 16/08/2010 - Angela Eager
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Small to mid-sized organizations require CRM solutions that are quick to implement and easy to use, can be adapted to specific business needs, and integrated with back-office applications with minimal need for IT resources. SageCRM, which is the SMB counterpart to Sage’s SalesLogix higher-end CRM suite, largely meets these requirements with some exceptions. SageCRM has strong dashboard-related capabilities that are readily manipulated, with drag-and-drop functionality and navigation options for adaptatio…
Technology Audits - published 10/08/2010 - Rhonda Ascierto
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T-Impact is a business process management (BPM) service provider that helps telco and retail customers to diagnose, improve, and automate their business processes. Its methodology is backed up by a strong focus on removing process wastage, which leads naturally to increasing both revenue and profitability. T-Impact focuses on these two specific market areas for a number of reasons. First, it is believed that the deep understanding of processes in these areas is weak and T-Impact has the expertise to surf…
Technology Audits - published 10/08/2010 - Mike Thompson
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Its BPM heritage means Pegasystems comes to the customer service part of the CRM market with a manageable, rules-driven approach to business process design and execution. The sophistication of the rules engine whereby multiple rules can be assigned to a process, combined with the use of declarative, goal-seeking logic that emphasizes the outcome rather than proscribing a linear route (although linear routes can be defined), are particularly valuable in the customer service area, where there is a large ma…
Technology Audits - published 23/07/2010 - Angela Eager
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Today’s typical IT organization has scant resources for supporting enterprise innovation. With 75% – or more – of the IT budget consumed by maintenance, there is little left over for IT to develop the software that helps enterprises maintain their competitive edge. Compounding the issue, application development organizations carry poor reputations for delivering software projects on time, on budget, and on scope. A major culprit is that the application lifecycle is managed – like many other IT domains – …
Technology Management and Strategy Reports - published 23/07/2010 - Michael Azoff, Rob Hailstone, Tony Baer
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RightNow has maintained a rapid pace of development for the CX customer experience management platform, which enables organizations that understand the importance of the experience to keep in step with the needs of their consumers in terms of their behavior and the channels they use to interact (mobile is the latest addition to the suite). Organizations know the image they want to present and the objectives they want to achieve, and RightNow CX provides the means to coordinate resources to develop, execu…
Technology Audits - published 23/07/2010 - Angela Eager
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Business process management (BPM) is both a technology and a methodology for giving greater visibility and control of an organization’s runtime operational environment. It is built upon the fundamental requirement that organizations have to create a more structured approach to its way of working. Allied to BPM are three other major technology movements: business rules management (BRM), service oriented architecture (SOA), and complex event processing (CEP).
White Papers - published 23/07/2010 - Mike Thompson
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Salesforce.com’s willingness to diversify combined with its use of technology and ideas adapted from the consumer Web are fundamental to its success. It has diversified from SaaS sales automation into customer service, the Force.com development platform, data services, and enterprise collaboration. Initiatives such as Chatter that tap into the peer-to-peer collaboration trend provide innovation around enterprise and customer interaction, areas that businesses address as part of their customer lifecycle m…
Technology Audits - published 23/07/2010 - Angela Eager
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Information workers are engulfed in an avalanche of data – becoming ‘digitally snow blind’ as they stare at endless screens of information, trying to decide which link or which search result will provide them with the information they need to do their job. Traditional knowledge management solutions provide users with a place to look for information, but alas they provide very little guidance on whom to ask. Knowing whom to ask in an organization or business network can often be of critical importance in …
White Papers - published 23/07/2010 - Richard Edwards
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Global 360’s Process360 BPM is closely aligned to the Microsoft technology stack and, hence, a good fit for organizations that are essentially Microsoft shops. The solution has been built on the .NET platform and is only supported on Microsoft operating systems. Process360 leans heavily towards document and content management. The solution aims to co-opt tasks, documents, and people into its process model. A key aspect of the solution is its role-based visual end-user applications, which are specially de…
Technology Audits - published 08/07/2010 - Chandranshu Singh, Mike Thompson
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The product supports a classic approach to CRM where the business is viewed through sales automation (opportunity and lead management) and effectiveness (sales activity and order management) lenses. This results in limited depth in the traditional marketing and customer service areas of CRM but does drive developments around mobile and social media integration because of their potential impact on effective operations. SalesLogix straddles old and new-style CRM but is still rooted in the traditional trans…
Technology Audits - published 08/07/2010 - Angela Eager
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LISA Suite provides a comprehensive set of testing capabilities that will allow customers to improve the effectiveness of their QA function for SOA or other component-based development environments. The functional modules can be enabled individually to satisfy point-solution testing requirements, but make most sense when deployed together as an integrated suite. LISA Suite is targeted at large organizations serious about the use of SOA, but limited deployments at the department level provide a common ent…
Technology Audits - published 01/07/2010 - Rob Hailstone
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KENSHOO Search is a search engine marketing (SEM) platform that automates the entire process of building and optimizing cross-channel search campaigns. It helps marketers deal with increasing SEM complexity across multiple search engines. KENSHOO Search is a browser-based software-as-a-service (SaaS) offering that runs off of a private cloud architecture. It connects with important media ad channels, such as Google, Yahoo, Bing, and Baidu, and Ovum is impressed with the way this solution enables marketer…
Technology Audits - published 23/06/2010 - Richard Edwards
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Orbus Software’s iServer offers organizations a collaborative enterprise architecture and business process modeling suite. It is estimated that 75% of organizations worldwide currently use Microsoft Visio and Office to document business processes and enterprise architecture. In addition, Visio is used by an estimated 25 million users globally. iServer for Microsoft Visio allows organizations to bring this information into a collaborative repository-based environment without the need to translate the cont…
Technology Audits - published 23/06/2010 - Mark Blowers
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Newgen, an India-headquartered enterprise software provider, offers OmniFlow, a business-process management (BPM) solution for automating processes for very high-volume document-intensive tasks with a substantial paper-based component. The OmniFlow suite includes a Business Process Modeling Notation (BPMN) and Workflow Management Coalition (WFMC)-aligned process-modeling tool, a process-execution engine, rules management, a forms builder, a business-activity monitoring (BAM) dashboard, and a simulator. O…
Technology Audits - published 23/06/2010 - Somak Roy
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The needs of organizations for rapid deployment and fast return on investment are increasingly being met through industry-specific solutions that require less customization and extension than generic applications, and provide out-of-the box support for key industry processes. Amdocs CRM is part of a broad and maturing portfolio that provides platform telecommunications providers with what they need to run their businesses. The CRM component addresses contact-center and retail-channel management, self-ser…
Technology Audits - published 23/06/2010 - Angela Eager
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The high acquisition cost of proprietary BPM solutions makes them inaccessible to many organizations. The licensing cost is a barrier, and the recurring software maintenance/technical support costs may be too high for enterprises as well. A relatively routine BPM deployment can cost a company anywhere from $250,000 to $1 million, with annual support costs in the range of $40,000 to $150,000. In Ovum’s view, for BPM to penetrate all segments of the market, there is a need for products that offer essential…
Technology Audits - published 11/06/2010 - Chandranshu Singh, Sandeep Mishra, Vuk Trifkovic
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The requirements definition and management (RDM) market is currently an active space to watch, particularly when viewed in the context of the broader application lifecycle management (ALM) market, which is populated with over a dozen key vendors including major players such as HP, IBM, and Microsoft. The software development landscape is shifting towards Agile development practices and moving away from the traditional waterfall development model; thus we see many new players in the ALM space, addressing …
Technology Audits - published 08/06/2010 - Chandranshu Singh, Michael Azoff, Sandeep Mishra
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Whenever there is a substantive change in the way that IT carries out the task of designing, implementing, and executing business applications there is an inclination to regard the new paradigm as standing apart from what went before, and to implement a system of governance that considers only the requirements of the new way of working. In practice the period of transition lasts for many years and eventually becomes a melding of old and new styles of IT. So extended is this time period that it is often t…
White Papers - published 02/06/2010 - Rob Hailstone
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SmartStart provides a means of shortcutting the potentially lengthy adoption of enterprise-strength operational risk management, which is often a complex undertaking. Increasing numbers of organizations across multiple vertical industry sectors are beset by regulatory and legislative compliance obligations, or need for other industry-specific reasons to improve the effectiveness and efficiency of their management of operational risk. In meeting these needs Optial provides advanced, strongly integrated co…
Technology Audits - published 27/05/2010 - Alan Rodger
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Many of the transactional aspects of CRM, particularly in sales force automation, are approaching commodity status with little differentiation among different vendors’ offerings. Extracting value from CRM systems requires more imagination and a shift in focus from controlling data (an unmet goal, given that many enterprises still struggle to achieve a single view of the customer) to deriving intellectual capital that can improve present and future business operations. Analytics is the obvious way forward…
White Papers - published 27/05/2010 - Angela Eager
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ThoughtWorks Studios provides the Adaptive ALM product suite. It is a holistic Agile ALM offering that addresses all aspects of Agile software development. ThoughtWorks Adaptive ALM comprises the products Mingle, Cruise, and Twist. Mingle is an Agile project management solution, Cruise offers build, configuration and release management functionality, and Twist provides test automation capabilities. These individual products are all organically built and available collectively or as stand-alone solutions....
Technology Audits - published 05/05/2010 - Chandranshu Singh, Michael Azoff
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The consumer space boasts of many successful collaboration applications that overcome the traditional barriers to communication. Such applications frequently highlight elusive consumer insight by providing unique incentives for participation, creating valuable social communities in the process. However, many of these successful communities, applications, and vendors are dismissed by the business fraternity as being frivolous and of no commercial value. Most businesses have yet to discover and exploit the…
Technology Audits - published 04/05/2010 - Richard Edwards, Surya Mukherjee
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