Enterprises Adopting Mobile Messaging to Enhance Customer Service and Improve Customer Experience

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Enterprises Adopting Mobile Messaging to Enhance Customer Service and Improve Customer Experience"

Transcription

1 WHITE PAPER Enterprises Adopting Mobile Messaging to Enhance Customer Service and Improve Customer Experience Sponsored by: OpenMarket Greg Girard December 2014 IN THIS WHITE PAPER This white paper examines the results of an extensive global survey of 600 organizations. It looks at how enterprises are taking advantage of mobile messaging technology to improve customer experience, in particular by applying SMS, MMS, and push messaging to customer service. The analysis suggests that customer service organizations use these technologies to achieve greater customer insight and better, speedier, and ultimately less expensive resolution of their concerns. SITUATION OVERVIEW Ongoing IDC research across industries shows that customer service continues to be a top priority of companies seeking to distinguish themselves from competitors, and great execution of customer service is a key earmark of top-performing companies. Today, with 3 billion mobile subscribers worldwide and more than 6 billion connected devices, customer service leaders have adopted "mobile first" strategies to satisfy their informed and interconnected customers. These customers are more ready than ever to take immediate action, get quick response, and find resolution. Beyond that, their best mobile experience from any organization sets their minimum expectation for all of their interactions with other product and service providers. Customer service organizations face an ever-rising bar for satisfying their customers. In this context, mobile messaging offers companies a myriad of opportunities to improve customer service. These opportunities fall into two categories: Improving customer-facing communications. This can be by proactive communications (e.g., to better understand an individual's context and take action on that knowledge within an established business process). Alternatively, customer-facing communications are improved by identifying segments of customers and patterns of behaviors that signal opportunities to improve business processes. Improving coordination of workers and processes. Improvements in this area back up and fulfill the expectations set by customer communications (e.g., delivery of orders and services rendered onsite). December 2014, IDC #253044

2 Mobile messaging can encompass a number of technologies including short message service (SMS), multimedia messaging service (MMS), push notifications, and occasionally . Most companies have robust infrastructures in place for the latter and are generally looking at new platforms to manage the other three. Of course, the general intent is to have a robust platform that can integrate all technologies depending on the level of mobile messaging expertise required. Line of Business Led Investment Recent IDC research indicates that lines of business are driving new investment across a range of information technologies. Functional executives are more involved in specifying, selecting, and deploying technology-based services. Customer service commands 4% of external IT spending. Forward-thinking IT executives are complementing their business partners' new roles by focusing more on the delivery of services aligned with business needs than on running technology portfolios themselves. Generally, this plays out in a platform and integration strategy. In particular, this is the case in messaging and, more broadly, across mobility, including telephony. As a service provider, IT wants to bring communication channels together, complemented by a robust workflow engine across "mobile first" customer communications and internal coordination processes. Modest Progress Toward Enterprise Deployment Our survey indicates that customer service processes are not yet widely supported by enterprise wide customer-facing mobile messaging services. In particular, only 22% of customer service executives surveyed are supported by enterprise wide deployment of mobile messaging platforms for alerts, updates, reminders, and notifications. Another 15% of customer service executives are supported by mobile messaging deployed in one or more business units or departments, with another 25% looking to the results of ongoing pilots, proof-of-concept programs, and research efforts of these customerfacing messaging services. Our survey results, shown in Figure 1, indicate that deployment across the enterprise or at an enterprise level of mobile messaging for customer alerts, updates, reminders, and notifications is already fairly widespread, with 39% of the customer service executives saying that their organizations were supported in this manner. These executives reported that mobile messaging for promotions and offers is less widespread. It is likely to remain so given that 32% of customer service executives said they are not yet considering their options in this regard. Surprisingly, only about 8% of the customer service executives surveyed reported that their companies employ mobile messaging to support customer service escalation management. About 3% of companies are piloting these capabilities, and over 60% are not yet considering mobile messaging in support of escalation management IDC #

3 FIGURE 1 State of Deployment of Mobile Messaging Services Q. At what stage is your organization today in the deployment of mobile messaging technology (SMS, MMS, and push notifications) for each of the following business activities? Customer alerts, updates, reminders, and notifications Customer promotions/offers Customer surveys Employee surveys Escalation management (% of respondents) In production enterprise wide In production by unit or department Pilot/proof of concept Researching Considering but not yet pursuing Not considering yet n = 142 Opportunities for Now and in the Near Term Customer alerts, updates, and other communications offer opportunities to improve customer experience. These communications can be proactive (e.g., to remind customers of some action they should take as part of normal operations and procedures). While proactive communications vary from one industry to the next, customers commonly perceive them as value-added services. The good news is that alerts can be offered at very low marginal cost provided back-end content, warranty, delivery, customer behavior monitoring, and such systems are in place. Alerts can mitigate poor customer service, a reactive use of mobile messaging in response to a defect in a process or product related to that customer. There is a tremendous opportunity to improve customer service escalation management with mobile messaging, especially in industries employing mobile workforces and, more broadly, among companies taking a "mobile first" approach to their application strategies. Mobile messaging delivery of promotions and offers should be aligned with the role these communications are designed to serve, and those roles themselves need to be aligned with customer expectations. To improve perceptions of customer service, alerts and updates need to have the right tone of voice consistent with the brand and customers' expectations of its promise, and they need to 2014 IDC #

4 have a cadence tuned to a customer's pace and priorities. Mobile messaging programs need to be coordinated with other communication channels (e.g., outbound and inbound contact center calls and chats via an enterprise marketing management system). Mobile Messaging Customer Service Value Drivers Customer service executives see mobile messaging driving several dimensions of value. Naturally enough, as shown in Figure 2, 39% of customer service executives cited its role in differentiating or improving the customer experience. In addition, an equal number of customer service executives point to mobile messaging's value both in attracting and retaining customers and as a means to gain deeper customer insight (35% each). Customer service executives who take this view of mobile messaging are attuned to their broader role in excellent customer experience management and see mobile messaging as a key part of that effort. The next two mobile messaging value drivers most frequently mentioned by customer service executives relate to mobile messaging's role in internal coordination of the customer-facing operations mentioned previously enhancing multichannel delivery capability, cited by 29% of respondents, and improving employee communications, mentioned by 15% of respondents. FIGURE 2 Greatest Opportunities for Value for Mobile Messaging Q. Of the customer, employee, and operational business priorities listed below, which three do you believe mobile messaging (SMS, MMS, and push notifications) can have the greatest impact on? Differentiating or improving the customer experience 39 Attracting and retaining customers Gaining deeper customer insight Enhancing multichannel delivery capability 29 Improving employee communications (% of respondents) n = 142 Note: Multiple responses were allowed IDC #

5 Mobile Messaging Deployment: Choice or Complexity The number of mobile messaging vendors or aggregators employed by customer service organizations varies widely. As shown in Figure 3A, a slight plurality of these organizations (33%) utilize a single vendor, while 22% utilize two vendors, 25% utilize three vendors, and 15% utilize four or more vendors. (The remaining 5% say they don't employ a vendor.) These findings suggest that customer service organizations' needs vary beyond the capabilities any single vendor can provide (e.g., geographies covered or a splintered approach to mobile messaging vendor management). Based on our experience and the diversity of verticals represented in our survey (e.g., transportation and travel and hospitality), we believe that these results point to a mix of both conditions being the case. This brings up an important vendor management concern. More than 60% of companies are using more than one vendor. Many customer service organizations are not yet running mobile messaging technology enterprise wide. For example, only 22% of customer service organizations run alerts, updates, and reminders on enterprise platforms. There is a significant opportunity to work toward a platform mobile messaging strategy using the fewest feasible number of vendors. Such an approach requires strong governance across IT and all lines of business. A comparison of the results presented in Figure 3A with those presented in Figure 3B the number of mobile messaging initiatives underway or planned in customer service reveals that 18% of customer service organizations have three initiatives underway or planned but 25% have three mobile messaging vendors. A similar pattern emerges when we look at the percentage of organizations that have four or more initiatives underway/planned and four or more vendors, at 13% and 15% of organizations, respectively. This situation suggests two opportunities: better governance of mobile messaging vendors and selection of vendors with a suitable breadth of capabilities in terms of how an organization presents its breadth of requirements IDC #

6 (% of respondents) (% of respondents) FIGURE 3A Current Mobile Messaging Vendors/Aggregators Q. How many mobile messaging (SMS, MMS, push notifications) vendors/aggregators are you working with today? Zero One Two Three Four+ n = 142 FIGURE 3B Mobile Messaging Initiatives Planned or Underway in Department Q. In your respective business function (department), how many mobile messaging initiatives do you have planned or underway? n = One Two Three Four Five IDC #

7 Customer Service Organizations Approach Mobile Messaging Initiative Justification Differently As shown in Figure 4, customer service organizations are required to justify their mobile messaging projects by various means. The survey question allowed a multiple-choice approach. 76% of customer service executives surveyed cited identification and definition of a problem as an approach they take to justify mobile messaging initiatives, while 49% must meet an ROI requirement, 39% justify their initiatives with a payback calculation, and just over a third (35%) focus on cost reduction. Investment "hurdles" are high. Nearly 33% of customer service executives justifying their investments on an ROI basis expect returns of at least 30%, and another 64% expect returns of 11 30%. Almost 80% of customer service executives using payback as their justification expect to see a return in a year or less. These results suggest a tension between an urgency to act ("just spot the problem") and reservations about cost ("show me an ROI"). We believe that as the market matures, and ROI or payback period hurdles become well documented, the urgency to act will emerge as the most important driver for investment in mobile messaging. The compelling momentum toward "mobile first" service design will amplify this trend. FIGURE 4 Basis for Investment Justification Q. In regard to making the business case for new mobile messaging projects or initiatives, what type of justification is required to gain funding? A problem needs to be identified and defined 76 ROI 49 Payback period 39 Cost reduction 35 No formal justification required Total cost of ownership (TCO) Internal rate of return (IRR) (% of respondents) n = 135 Note: Multiple responses were allowed IDC #

8 Vendor Selection Our analysis sheds light on three aspects of how customer service organizations approach selection of their mobile messaging platform vendors: preferences by vendor type, top 3 concerns with incumbent mobile messaging platform vendors, and services worthy of a price premium. As shown in Figure 5, no one type of mobile messaging platform vendor satisfies more than about a third of the customer service executives we surveyed. The general preference leans toward retaining a vendor that covers more communication channels, with 35% of customer service executives preferring to do business with a single vendor that can support all communication channels, but 30% still want to source mobile messaging services from a specialist. Building a mobile messaging platform internally is the least preferred option at 14%, but this overstates the number of customer service organizations in most verticals that want to take a "build it ourselves" approach to mobile messaging platforms because the lion's share of "build it ourselves" sentiment comes from the information technology sector. FIGURE 5 Preference by Provider Type Q. What approach will you take (or have you taken) with regard to adding mobile messaging (SMS, MMS, and push notifications) to your business? Use mobile messaging solutions from an existing communications provider (20.4%) Build your own mobile messaging solutions internally (14.1%) Other (0.7%) Source mobile messaging solutions from an SMS, MMS, and push notifications specialist (29.6%) Choose a multichannel provider that can offer solutions across all communication channels (35.2%) n = IDC #

9 Another finding suggests widespread dissatisfaction with the incumbent mobile messaging platform vendors due to a lack of required capabilities only 20% of customer service executives surveyed expressed a preference for using mobile messaging solutions from an existing communications vendor. Figure 6 reveals why so few customer service executives prefer to go with an incumbent vendor large numbers of the organizations we surveyed have one or more concerns about their current vendors. However, while dissatisfaction runs relatively high, few customer service executives expressed willingness to pay a premium for capabilities that address their concerns. As a group, customer service executives carry a high set of "table stakes" expectations about the extent and quality of services and capabilities vendors provide. There are two slight exceptions to this pattern of low willingness to pay a premium. The first is for the lack of professional or managed services, the largest concern shared by 64% of customer service executives surveyed; 25% of customer service executives expressed a willingness to pay a premium for professional or managed services. Second, with about a third of respondents expressing dissatisfaction with their vendors' customer service, just under a fifth, 18%, say correcting that problem is worth a premium. FIGURE 6 Issues with Existing Vendors and Willingness to Pay a Premium Q. What are your top 3 issues with your current mobile messaging vendor? Q. Of the listed items, which ones would you be willing to pay a premium for? Does not offer professional or managed services Is not flexible enough Doesn't provide APIs Does not support the mobile messaging channels I require Lacks domain expertise in mobile Has poor customer support Cannot scale to support my business needs Mobile messages are not encrypted Does not support global SMS Lacks financial stability Is not able to export data into existing analytics/reporting systems A top 3 issue Worth a premium to correct (% of respondents) n = 142 for question 1, n = 110 for question IDC #

10 ESSENTIAL GUIDANCE Ongoing IDC research across industries shows that customer service is an ever-increasing means to distinguish a company from competitors. In view of that overall trend, we recommend that customer service executives approach their management of mobile messaging platforms within the following framework: Understand and attend to your customers' needs with preemptive service and speedier reactive service when needed. Employ mobile messaging services as an integrated part of well-orchestrated customer service communications supported of course by superior customer service in the first place. Deploy mobile messaging internally as well to hold the line on the cost of providing superior service. Focus on applying mobile messaging on coordinating workers and processes that fulfill expectations set by customer communication. Look for near-term opportunities in mobile customer alerts and updates, delivery of promotions and offers, and customer insight. Begin justifying mobile messaging programs with a sharp delineation of the problem to be solved or the opportunity to be seized and back that up with ROI, payback, and cost reduction calculations. Align mobile messaging deployment with the needs and strategies of the business. Balance any preferences for a mobile messaging specialist with recognition that vendor consolidation gains efficiencies. Temper the trade-off between consolidated vendor management efficiencies and satisfaction of diverse needs of the business. Work with your information technology line-of-business owners to address any pressing concerns about your incumbent mobile messaging vendors. Coordinate your respective concerns and exercise due diligence as you make vendor selection decisions IDC #

11 About IDC International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make factbased decisions on technology purchases and business strategy. More than 1,100 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. Global Headquarters 5 Speen Street Framingham, MA USA idc-insights-community.com Copyright Notice External Publication of IDC Information and Data Any IDC information that is to be used in advertising, press releases, or promotional materials requires prior written approval from the appropriate IDC Vice President or Country Manager. A draft of the proposed document should accompany any such request. IDC reserves the right to deny approval of external usage for any reason. Copyright 2014 IDC. Reproduction without written permission is completely forbidden.

Enterprises Adopting Mobile Messaging to Enhance Communications and Improve Business Operations

Enterprises Adopting Mobile Messaging to Enhance Communications and Improve Business Operations WHITE PAPER Enterprises Adopting Mobile Messaging to Enhance Communications and Improve Business Operations Sponsored by: OpenMarket Robert Parker December 2014 IN THIS WHITE PAPER This white paper looks

More information

Exploring the Impact of Mobile Messaging in the Financial Services Industry

Exploring the Impact of Mobile Messaging in the Financial Services Industry Exploring the Impact of Mobile Messaging in the Financial Services Industry June 2015 In This Study Key take-aways for mobile messaging in financial services 4 Business leaders are driving new investments

More information

Exploring the Impact of Mobile Messaging in the Travel and Hospitality Industry

Exploring the Impact of Mobile Messaging in the Travel and Hospitality Industry Exploring the Impact of Mobile Messaging in the Travel and Hospitality Industry June 2015 In This Study Key Take-Aways for Mobile Messaging in Travel and Hospitality 4 Business leaders are driving new

More information

IDC MarketScape: Worldwide Life Science Sales and Marketing ITO 2015 Vendor Assessment

IDC MarketScape: Worldwide Life Science Sales and Marketing ITO 2015 Vendor Assessment IDC MARKETSCAPE IDC MarketScape: Worldwide Life Science Sales and Marketing ITO 2015 Vendor Assessment Eric Newmark THIS IDC MARKETSCAPE EXCERPT FEATURES: IMS HEALTH IDC MARKETSCAPE FIGURE FIGURE 1 IDC

More information

Data Management: Foundational Technologies for Health Insurance Exchange Success

Data Management: Foundational Technologies for Health Insurance Exchange Success INDUSTRY BRIEF Data Management: Foundational Technologies for Health Insurance Exchange Success Sponsored by: Informatica Janice W. Young November 2013 IN THIS INDUSTRY BRIEF U.S. health plans have been

More information

Schiphol Telematics Moves to Avanade to Achieve More Value Through Business Partnership

Schiphol Telematics Moves to Avanade to Achieve More Value Through Business Partnership IDC ExpertROI SPOTLIGHT Schiphol Telematics Moves to Avanade to Achieve More Value Through Business Partnership Sponsored by: Avanade Matthew Marden September 2014 Overview Schiphol Telematics (ST) has

More information

IDC MarketScape: Worldwide Life Science Sales and Marketing BPO 2015 Vendor Assessment

IDC MarketScape: Worldwide Life Science Sales and Marketing BPO 2015 Vendor Assessment IDC MARKETSCAPE IDC MarketScape: Worldwide Life Science Sales and Marketing BPO 2015 Vendor Assessment Eric Newmark THIS IDC MARKETSCAPE EXCERPT FEATURES: IMS HEALTH IDC MARKETSCAPE FIGURE FIGURE 1 IDC

More information

Vendor Assessment: 2014 Top 10 Life Science Software Vendors

Vendor Assessment: 2014 Top 10 Life Science Software Vendors VENDOR ASSESSMENT Vendor Assessment: 2014 Top 10 Life Science Software Vendors Eric Newmark Alan S. Louie, Ph.D. IDC HEALTH INSIGHTS OPINION The 2014 top 10 life science software vendor list is made up

More information

IDC MarketScape: Worldwide Life Science Manufacturing and Supply Chain ITO 2015 Vendor Assessment

IDC MarketScape: Worldwide Life Science Manufacturing and Supply Chain ITO 2015 Vendor Assessment IDC MARKETSCAPE IDC MarketScape: Worldwide Life Science Manufacturing and Supply Chain ITO 2015 Vendor Assessment Eric Newmark THIS IDC MARKETSCAPE EXCERPT FEATURES HCL TECHNOLOGIES, LTD. (INDIA) IDC MARKETSCAPE

More information

2014 Human Capital Management Survey: HCM Buyer Actions and Plans

2014 Human Capital Management Survey: HCM Buyer Actions and Plans Survey 2014 Human Capital Management Survey: HCM Buyer Actions and Plans Lisa Rowan IDC OPINION This study provides human capital management (HCM) applications buying behavior findings drawn from an IDC

More information

Using Converged Infrastructure to Enable Rapid, Cost-Effective Private Cloud Deployments

Using Converged Infrastructure to Enable Rapid, Cost-Effective Private Cloud Deployments Sponsored by: VCE Authors: Richard L. Villars Matthew Marden June 2014 Business Value Highlights Customers using Vblock Systems as a platform for deploying private cloud workloads are realizing significant

More information

Equinix Increases IT and Employee Productivity with ServiceNow Cloud-Based IT Service Automation Solution

Equinix Increases IT and Employee Productivity with ServiceNow Cloud-Based IT Service Automation Solution IDC ExpertROI SPOTLIGHT Equinix Increases IT and Employee Productivity with ServiceNow Cloud-Based IT Service Automation Solution Sponsored by: ServiceNow Matthew Marden April 2014 Randy Perry Overview

More information

Allstate Getting Much More from Its IT Services with ServiceNow Cloud-Based IT Service Management Solution

Allstate Getting Much More from Its IT Services with ServiceNow Cloud-Based IT Service Management Solution IDC ExpertROI SPOTLIGHT Allstate Getting Much More from Its IT Services with ServiceNow Cloud-Based IT Service Management Solution Sponsored by: ServiceNow Matthew Marden March 2015 Overview The Allstate

More information

IDC MarketScape: Worldwide Hydrocarbon Accounting Software 2013 Vendor Assessment

IDC MarketScape: Worldwide Hydrocarbon Accounting Software 2013 Vendor Assessment IDC MARKETSCAPE IDC MarketScape: Worldwide Hydrocarbon Accounting Software 2013 Vendor Assessment Jill Feblowitz THIS IDC MARKETSCAPE EXCERPT FEATURES: TIETO IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape

More information

IDC MarketScape: Worldwide Life Science Social Media Analytics 2014 Vendor Assessment

IDC MarketScape: Worldwide Life Science Social Media Analytics 2014 Vendor Assessment IDC MarketScape IDC MarketScape: Worldwide Life Science Social Media Analytics 2014 Vendor Assessment Eric Newmark THIS IDC MARKETSCAPE EXCERPT FEATURES: IMS HEALTH IDC MARKETSCAPE FIGURE FIGURE 1 IDC

More information

Impact of Juniper Training and Certification on Network Management Activities

Impact of Juniper Training and Certification on Network Management Activities WHITE PAPER Impact of Juniper Training and Certification on Network Management Activities Sponsored by: Juniper Networks Cushing Anderson January 2014 IDC OPINION IDC believes sufficient training and appropriate

More information

Perspective: Cloud Solutions and Deployment for Healthcare Payers in 2014

Perspective: Cloud Solutions and Deployment for Healthcare Payers in 2014 Perspective Perspective: Cloud Solutions and Deployment for Healthcare Payers in 2014 Lynne A. Dunbrack Judy Hanover IN THIS PERSPECTIVE This IDC Health Insights Perspective examines the current status

More information

Understanding the Business Value of Social Solutions in Sales

Understanding the Business Value of Social Solutions in Sales WHITE PAPER Understanding the Business Value of Social Solutions in Sales Sponsored by: SAP Vanessa Thompson April 2014 IDC OPINION The confluence of the changing competitive landscape, strategic business

More information

IDC MarketScape Excerpt: Worldwide Life Science R&D Strategic Consulting Services 2014 Vendor Assessment

IDC MarketScape Excerpt: Worldwide Life Science R&D Strategic Consulting Services 2014 Vendor Assessment IDC MarketScape IDC MarketScape Excerpt: Worldwide Life Science R&D Strategic Consulting Services 2014 Vendor Assessment Alan S. Louie, Ph.D. THIS IDC MARKETSCAPE EXCERPT FEATURES: ACCENTURE IDC MARKETSCAPE

More information

KPMG Unlocks Hidden Value in Client Information with Smartlogic Semaphore

KPMG Unlocks Hidden Value in Client Information with Smartlogic Semaphore CASE STUDY KPMG Unlocks Hidden Value in Client Information with Smartlogic Semaphore Sponsored by: IDC David Schubmehl July 2014 IDC OPINION Dan Vesset Big data in all its forms and associated technologies,

More information

IDC MarketScape Excerpt: Worldwide Life Science R&D ITO 2013 Vendor Assessment

IDC MarketScape Excerpt: Worldwide Life Science R&D ITO 2013 Vendor Assessment IDC MarketScape IDC MarketScape Excerpt: Worldwide Life Science R&D ITO 2013 Vendor Assessment Alan S. Louie, Ph.D. THIS IDC MARKETSCAPE EXCERPT FEATURES: ACCENTURE IDC MARKETSCAPE FIGURE FIGURE 1 IDC

More information

How to Determine the Right Sourcing Strategy for Hosted Application Management

How to Determine the Right Sourcing Strategy for Hosted Application Management WHITE PAPER How to Determine the Right Sourcing Strategy for Hosted Application Management Sponsored by: AT&T Peter Marston July 2014 EXECUTIVE SUMMARY As the global economy continues its recovery, businesses

More information

AT&T Leverages HP Vertica Analytics Platform to Change the Economics of Providing Actionable Insights to Decision Makers

AT&T Leverages HP Vertica Analytics Platform to Change the Economics of Providing Actionable Insights to Decision Makers IDC ExpertROI SPOTLIGHT AT&T Leverages HP Vertica Analytics Platform to Change the Economics of Providing Actionable Insights to Decision Makers Sponsored by: HP Matthew Marden November 2014 Overview AT&T

More information

SAS Enterprise Decision Management at a Global Financial Services Firm: Enabling More Rapid Implementation of Decision Models into Production

SAS Enterprise Decision Management at a Global Financial Services Firm: Enabling More Rapid Implementation of Decision Models into Production Buyer Case Study SAS Enterprise Decision Management at a Global Financial Services Firm: Enabling More Rapid Implementation of Decision Models into Production Brian McDonough IDC OPINION The goal of decision

More information

Nimble Storage Leverages Operational Data to Drive Its Business with Analytics Delivered by HP Vertica

Nimble Storage Leverages Operational Data to Drive Its Business with Analytics Delivered by HP Vertica IDC ExpertROI SPOTLIGHT Nimble Storage Leverages Operational Data to Drive Its Business with Analytics Delivered by HP Vertica Sponsored by: HP Matthew Marden September 2014 Overview Nimble Storage (Nimble)

More information

WSSC Building on Oracle Engineered Systems to Become a Smart, Real-Time Utility Provider

WSSC Building on Oracle Engineered Systems to Become a Smart, Real-Time Utility Provider IDC ExpertROI SPOTLIGHT WSSC Building on Oracle Engineered Systems to Become a Smart, Real-Time Utility Provider Sponsored by: Oracle Corp. Matthew Marden August 2015 Overview Washington Suburban Sanitary

More information

Mobile Device and Application Trends Are Mobile Applications Moving to the Cloud?

Mobile Device and Application Trends Are Mobile Applications Moving to the Cloud? White Paper Mobile Device and Application Trends Are Mobile Applications Moving to the Cloud? Sponsored by: Cisco Denise Lund April 2014 IDC OPINION The use of mobile devices across job levels and functions

More information

University of Kentucky Leveraging SAP HANA to Lead the Way in Use of Analytics in Higher Education

University of Kentucky Leveraging SAP HANA to Lead the Way in Use of Analytics in Higher Education IDC ExpertROI SPOTLIGHT University of Kentucky Leveraging SAP HANA to Lead the Way in Use of Analytics in Higher Education Sponsored by: SAP Matthew Marden April 2014 Randy Perry Overview Founded in 1865

More information

Optimizing Decision Making in Product Lifecycle Management and Innovation

Optimizing Decision Making in Product Lifecycle Management and Innovation T E C H N O L O G Y S P O T L I G H T Optimizing Decision Making in Product Lifecycle Management and Innovation January 2014 Lorenzo Veronesi Sponsored by Qlik Today's whirling market speed requires companies

More information

IDC MarketScape: Worldwide Life Science CRM Software 2015 Vendor Assessment

IDC MarketScape: Worldwide Life Science CRM Software 2015 Vendor Assessment IDC MarketScape IDC MarketScape: Worldwide Life Science CRM Software 2015 Vendor Assessment Eric Newmark THIS IDC MARKETSCAPE EXCERPT FEATURES: IMS HEALTH IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape

More information

The Value of Automating Network Operations to Realize the Full Potential of IoE

The Value of Automating Network Operations to Realize the Full Potential of IoE WHITE PAPER The Value of Automating Network Operations to Realize the Full Potential of IoE Sponsored by: Cisco Brad Casemore Leslie Rosenberg May 2014 Carrie MacGillivray Vernon Turner IDC OPINION This

More information

Achieving Organizational Transformation with HP Converged Infrastructure Solutions for SDDC

Achieving Organizational Transformation with HP Converged Infrastructure Solutions for SDDC IDC ExpertROI SPOTLIGHT Achieving Organizational Transformation with HP Converged Infrastructure Solutions for SDDC Sponsored by: HP Matthew Marden January 2014 Randy Perry Overview Seeking the business

More information

IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis

IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis IDC MarketScape IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis Robert Young THIS IDC MARKETSCAPE EXCERPT FEATURES: SERVICENOW IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape

More information

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com INSIGHT Simplicity, Standards, and Support: A Profile of Voxeo Rebecca Swensen IDC OPINION Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com Telephony

More information

Network Management Services: A Cost-Effective Approach to Complexity

Network Management Services: A Cost-Effective Approach to Complexity Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com I D C E X E C U T I V E B R I E F Network Management Services: A Cost-Effective Approach to Complexity

More information

IDC MarketScape: Worldwide Supply Chain Management Business Consulting Services 2014 Vendor Assessment

IDC MarketScape: Worldwide Supply Chain Management Business Consulting Services 2014 Vendor Assessment IDC MARKETSCAPE IDC MarketScape: Worldwide Supply Chain Management Business Consulting Services 2014 Vendor Assessment Cushing Anderson Simon Ellis THIS IDC MARKETSCAPE EXCERPT FEATURES EY IDC MARKETSCAPE

More information

Reducing Cost While Simplifying Administration: Monetizing the Benefits of SAP ASE

Reducing Cost While Simplifying Administration: Monetizing the Benefits of SAP ASE WHITE PAPER Reducing Cost While Simplifying Administration: Monetizing the Benefits of SAP ASE Sponsored by: SAP Carl W. Olofson June 2014 Randy Perry EXECUTIVE SUMMARY In 2011, SAP asked IDC to study

More information

Cloud Economics: A Financial Analysis of Information Management IT Delivery Models

Cloud Economics: A Financial Analysis of Information Management IT Delivery Models WHITE PAPER Cloud Economics: A Financial Analysis of Information Management IT Delivery Models Sponsored by: Viewpointe LLC Michael Versace October 2013 Randy Perry IDC OPINION Executive Summary Cost optimization

More information

DevOps and the Cost of Downtime: Fortune 1000 Best Practice Metrics Quantified

DevOps and the Cost of Downtime: Fortune 1000 Best Practice Metrics Quantified Insight DevOps and the Cost of Downtime: Fortune 1000 Best Practice Metrics Quantified Stephen Elliot IDC OPINION Based on a research survey conducted during October and November of 2014 across multiple

More information

IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis

IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis IDC MarketScape IDC MarketScape: Worldwide Service Desk Management Software 2014 Vendor Analysis Robert Young THIS IDC MARKETSCAPE EXCERPT FEATURES: CHERWELL SOFTWARE IDC MARKETSCAPE FIGURE FIGURE 1 IDC

More information

I D C A N A L Y S T C O N N E C T I O N. C o g n i t i ve C o m m e r c e i n B2B M a rketing a n d S a l e s

I D C A N A L Y S T C O N N E C T I O N. C o g n i t i ve C o m m e r c e i n B2B M a rketing a n d S a l e s I D C A N A L Y S T C O N N E C T I O N Dave Schubmehl Research Director, Cognitive Systems and Content Analytics Greg Girard Program Director, Omni-Channel Retail Analytics Strategies C o g n i t i ve

More information

Business Networks: The Next Wave of Innovation

Business Networks: The Next Wave of Innovation White Paper Business Networks: The Next Wave of Innovation Sponsored by: Ariba Michael Fauscette November 2014 In This White Paper The business network is forming a new framework for productivity and value

More information

Journey to 3rd Platform Digital Customer Experience

Journey to 3rd Platform Digital Customer Experience Vendor Spotlight Journey to 3rd Platform Digital Customer Experience Sponsored by: Genesys Telecommunications Laboratories Jason Andersson May 2014 COMPETING ON THE 3RD PLATFORM The ICT industry is in

More information

Hosting and cloud services both provide incremental and complementary benefits to the organization

Hosting and cloud services both provide incremental and complementary benefits to the organization 33 Yonge St., Suite 420, Toronto, Ontario Canada, M5E 1G4 W H I T E P A P E R I D C a n d T E L U S E n t e r p r i s e C l o u d S t u d y, 2 0 1 3 : C a p i t a l i z i n g on C l o u d ' s W i n d o

More information

Metro Health Giving Time Back to Its Care Providers with VMware Horizon View

Metro Health Giving Time Back to Its Care Providers with VMware Horizon View IDC ExpertROI Spotlight Metro Health Giving Time Back to Its Care Providers with VMware Horizon View Sponsored by: VMware Matthew Marden January 2014 Randy Perry Overview Metro Health is an integrated

More information

IDC MarketScape: U.S. Population Health Management 2014 Vendor Assessment

IDC MarketScape: U.S. Population Health Management 2014 Vendor Assessment IDC MARKETSCAPE IDC MarketScape: U.S. Population Health Management 2014 Vendor Assessment Cynthia Burghard THIS IDC MARKETSCAPE EXCERPT FEATURES: WELLCENTIVE IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape

More information

Worldwide Problem Management Software Market Shares, 2014: 3rd Platform Technologies and Delivery Models Drive Growth

Worldwide Problem Management Software Market Shares, 2014: 3rd Platform Technologies and Delivery Models Drive Growth MARKET SHARE Worldwide Problem Management Software Market Shares, 2014: 3rd Platform Technologies and Delivery Models Drive Growth Robert Young IDC MARKET SHARE FIGURE FIGURE 1 Worldwide Problem Management

More information

IDC MarketScape Excerpt: Worldwide HR BPO 2014 Vendor Assessment

IDC MarketScape Excerpt: Worldwide HR BPO 2014 Vendor Assessment IDC MarketScape IDC MarketScape Excerpt: Worldwide HR BPO 2014 Vendor Assessment Lisa Rowan THIS IDC MARKETSCAPE EXCERPT FEATURES: ADP IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape HR Business Process

More information

The Business Value of IT Certification

The Business Value of IT Certification Sponsored by: Microsoft Authors: Cushing Anderson Matthew Marden Randy Perry The Business Value of IT November 2015 EXECUTIVE SUMMARY Business Value Highlights Higher productivity for server, database,

More information

Enterprise Workloads on the IBM X6 Portfolio: Driving Business Advantages

Enterprise Workloads on the IBM X6 Portfolio: Driving Business Advantages WHITE PAPER Enterprise Workloads on the IBM X6 Portfolio: Driving Business Advantages Sponsored by: IBM Jed Scaramella January 2014 EXECUTIVE SUMMARY Enterprise information technology (IT) leaders are

More information

and Analytic s i n Consu m e r P r oducts

and Analytic s i n Consu m e r P r oducts Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.988.7900 F.508.988.7881 www.idc-mi.com Creating Big O p portunities with Big Data and Analytic s i n Consu m e r P r oducts W H I T E

More information

Assessing the Business Value of SDN Datacenter Security Solutions

Assessing the Business Value of SDN Datacenter Security Solutions IDC SOLUTION BRIEF Assessing the Business Value of SDN Datacenter Security Solutions Sponsored by: Cisco Pete Lindstrom Matthew Marden May 2015 Richard L. Villars Overview CTOs, CIOs, and application architects

More information

T h e P r o v e n P r o f e s s i o n a l C e r t i f i c a t i o n : P r o v i n g C e r t i f i c a t i o n C a n P r o f i t

T h e P r o v e n P r o f e s s i o n a l C e r t i f i c a t i o n : P r o v i n g C e r t i f i c a t i o n C a n P r o f i t W H I T E P A P E R T h e P r o v e n P r o f e s s i o n a l C e r t i f i c a t i o n : P r o v i n g C e r t i f i c a t i o n C a n P r o f i t Sponsored by: EMC Corporation Benjamin Woo April 2010

More information

IDC MarketScape: Worldwide Life Science Manufacturing and Supply Chain ITO 2013 Vendor Assessment

IDC MarketScape: Worldwide Life Science Manufacturing and Supply Chain ITO 2013 Vendor Assessment IDC MARKETSCAPE IDC MarketScape: Worldwide Life Science Manufacturing and Supply Chain ITO 2013 Vendor Assessment Eric Newmark THIS IDC MARKETSCAPE EXCERPT FEATURES: WIPRO IDC MARKETSCAPE FIGURE FIGURE

More information

"Why Didn't We Do It Sooner?" Deployment of a New BI Solution at The Pain Center of Arizona

Why Didn't We Do It Sooner? Deployment of a New BI Solution at The Pain Center of Arizona Buyer Case Study "Why Didn't We Do It Sooner?" Deployment of a New BI Solution at The Pain Center of Arizona Dan Vesset IDC OPINION Investment in analytics, business intelligence, and big data technologies

More information

Perspective: Utility Offerings Shine at Oracle OpenWorld

Perspective: Utility Offerings Shine at Oracle OpenWorld Perspective Perspective: Utility Offerings Shine at Oracle OpenWorld Roberta Bigliani Jill Feblowitz Marcus Torchia Robert Eastman Robert Parker IN THIS PERSPECTIVE This IDC Energy Insights Perspective

More information

Pulsant Delivers Agile and Cost-Effective Hybrid Cloud Services with Cisco ACI

Pulsant Delivers Agile and Cost-Effective Hybrid Cloud Services with Cisco ACI IDC ExpertROI SPOTLIGHT Pulsant Delivers Agile and Cost-Effective Hybrid Cloud Services with Cisco ACI Sponsored by: Cisco Matthew Marden December 2015 Overview Pulsant is a United Kingdom-based IT infrastructure

More information

Recalibrating for Growth: Manufacturers Use CRM to Identify and Capture New Opportunities

Recalibrating for Growth: Manufacturers Use CRM to Identify and Capture New Opportunities Recalibrating for Growth: Manufacturers Use CRM to Identify and Capture New Opportunities Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.988.7900 F.508.988.7881 www.manufacturing-insights.com

More information

Converged and Integrated Datacenter Systems: Creating Operational Efficiencies

Converged and Integrated Datacenter Systems: Creating Operational Efficiencies Insight Converged and Integrated Datacenter Systems: Creating Operational Efficiencies Rob Brothers IDC OPINION Enterprise IT has moved away from siloed servers, storage, information, and processes and

More information

I N D U S T R Y D E V E L O P M E N T S A N D M O D E L S. I D C M a t u r i t y M o d e l : P r i n t a n d D o c u m e n t M a n a g e m e n t

I N D U S T R Y D E V E L O P M E N T S A N D M O D E L S. I D C M a t u r i t y M o d e l : P r i n t a n d D o c u m e n t M a n a g e m e n t Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com E X C E R P T I N D U S T R Y D E V E L O P M E N T S A N D M O D E L S I D C M a t u r i t y M o

More information

IDC MarketScape: Worldwide Integrated Talent Management 2014 Vendor Assessment

IDC MarketScape: Worldwide Integrated Talent Management 2014 Vendor Assessment IDC MARKETSCAPE IDC MarketScape: Worldwide Integrated Talent Management 2014 Vendor Assessment Lisa Rowan THIS IDC MARKETSCAPE EXCERPT FEATURES: CORNERSTONE ONDEMAND IDC MARKETSCAPE FIGURE FIGURE 1 IDC

More information

IDC MarketScape: Worldwide Datacenter Infrastructure Management 2015 Vendor Assessment

IDC MarketScape: Worldwide Datacenter Infrastructure Management 2015 Vendor Assessment IDC MarketScape IDC MarketScape: Worldwide Datacenter Infrastructure Management 2015 Vendor Assessment Jennifer Koppy THIS IDC MARKETSCAPE EXCERPT FEATURES EMERSON NETWORK POWER IDC MARKETSCAPE FIGURE

More information

Incorporating Mobility into a Customer Experience Strategy

Incorporating Mobility into a Customer Experience Strategy INSIGHT Incorporating Mobility into a Customer Experience Strategy Michael Fauscette IDC OPINION IDC believes that mobility must be a part of any customer experience (CX) strategy. Consistent engagement

More information

C A S E S T UDY The Path Toward Pervasive Business Intelligence at an Asian Telecommunication Services Provider

C A S E S T UDY The Path Toward Pervasive Business Intelligence at an Asian Telecommunication Services Provider C A S E S T UDY The Path Toward Pervasive Business Intelligence at an Asian Telecommunication Services Provider Sponsored by: Tata Consultancy Services November 2008 SUMMARY Global Headquarters: 5 Speen

More information

IDC MarketScape: Worldwide Business Consulting Strategy for Digital Operations 2015 Vendor Assessment

IDC MarketScape: Worldwide Business Consulting Strategy for Digital Operations 2015 Vendor Assessment IDC MarketScape IDC MarketScape: Worldwide Business Consulting Strategy for Digital Operations 2015 Vendor Assessment Michael Versace Cushing Anderson THIS IDC MARKETSCAPE EXCERPT FEATURES KPMG IDC MARKETSCAPE

More information

IDC MarketScape Excerpt: Worldwide Client Virtualization Software 2013 Vendor Assessment

IDC MarketScape Excerpt: Worldwide Client Virtualization Software 2013 Vendor Assessment IDC MARKETSCAPE IDC MarketScape Excerpt: Worldwide Client Virtualization Software 2013 Vendor Assessment Brett Waldman Iris Feng THIS IDC MARKETSCAPE EXCERPT FEATURES: NCOMPUTING IDC MARKETSCAPE FIGURE

More information

IDC MarketScape: Worldwide Manufacturing Service Life-Cycle Management SI/BPO 2015 Vendor Assessment

IDC MarketScape: Worldwide Manufacturing Service Life-Cycle Management SI/BPO 2015 Vendor Assessment IDC MarketScape IDC MarketScape: Worldwide Manufacturing Service Life-Cycle Management SI/BPO 2015 Vendor Assessment Heather Ashton THIS IDC MARKETSCAPE EXCERPT FEATURES: WIPRO IDC MARKETSCAPE FIGURE FIGURE

More information

The Business Value of VCE Vblock Systems: Leveraging Convergence to Drive Business Agility

The Business Value of VCE Vblock Systems: Leveraging Convergence to Drive Business Agility Sponsored by: VCE Authors: Richard L. Villars Randy Perry May 2015 Business Value Highlights 4.6 times more applications developed/delivered per year 41% less IT time spent keeping the lights on 4.4 times

More information

Digital Services: Building a Foundation for User Experience

Digital Services: Building a Foundation for User Experience Digital Services: Building a Foundation for User Experience WHITE PAPER Sponsored by: Adobe Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.620.5533 F.508.988.6761 www.financial-insights.com

More information

Cloud Contact Center Services Profile: LiveOps

Cloud Contact Center Services Profile: LiveOps VENDOR PROFILE Cloud Contact Center Services Profile: LiveOps Melissa O'Brien IDC OPINION LiveOps, a cloud contact center services provider, has crafted its offerings and messaging around some of the most

More information

Microsoft Office 365: How the Hosted Exchange Server Is Redefining SMB Cloud IT Adoption

Microsoft Office 365: How the Hosted Exchange Server Is Redefining SMB Cloud IT Adoption INDUSTRY DEVELOPMENTS AND MODELS Microsoft Office 365: How the Hosted Exchange Server Is Redefining SMB Cloud IT Adoption Christopher Chute IDC OPINION Office 365 is Microsoft's next-generation email and

More information

IDC MarketScape: U.S. Healthcare Provider Clinical and Financial Analytics Standalone Platform Vendor Assessment

IDC MarketScape: U.S. Healthcare Provider Clinical and Financial Analytics Standalone Platform Vendor Assessment IDC MarketScape IDC MarketScape: U.S. Healthcare Provider Clinical and Financial Analytics Standalone Platform Vendor Assessment Judy Hanover THIS IDC MARKETSCAPE EXCERPT FEATURES ARBORMETRIX IDC MARKETSCAPE

More information

The State of Mobility in the Enterprise in 2014: An IDC Survey of Devices, Platforms, Decisions, and Deployments

The State of Mobility in the Enterprise in 2014: An IDC Survey of Devices, Platforms, Decisions, and Deployments Survey The State of Mobility in the Enterprise in 2014: An IDC Survey of Devices, Platforms, Decisions, and Deployments Ben Hoffman IDC OPINION IDC recently fielded results for its Enterprise Mobile Device

More information

Worldwide Workload Management Software 2013 Vendor Shares

Worldwide Workload Management Software 2013 Vendor Shares EXCERPT Worldwide Workload Management Software 2013 Vendor Shares Mary Johnston Turner IN THIS EXCERPT The content for this paper is excerpted from the IDC Competitive Analysis Report, Worldwide Workload

More information

W H I T E P A P E R M o b i l i t y S o l u t i o n s i n E n terprise-sized Businesses: Quantifying the Return on Investment

W H I T E P A P E R M o b i l i t y S o l u t i o n s i n E n terprise-sized Businesses: Quantifying the Return on Investment W H I T E P A P E R M o b i l i t y S o l u t i o n s i n E n terprise-sized Businesses: Quantifying the Return on Investment Sponsored by: Microsoft Corp. Stephen D. Drake February 2008 Randy Perry EXECUTIVE

More information

IDC MarketScape: Worldwide Industry Cloud Professional Services 2016 Vendor Assessment

IDC MarketScape: Worldwide Industry Cloud Professional Services 2016 Vendor Assessment IDC MarketScape IDC MarketScape: Worldwide Industry Cloud Professional Services 2016 Vendor Assessment Eric Newmark THIS IDC MARKETSCAPE EXCERPT FEATURES: HEWLETT PACKARD ENTEPRISE (HPE) IDC MARKETSCAPE

More information

I D C H e a l t h I n s i g h t s : H e a l t h c a r e P r o v i d e r I T S t r a t e g i e s

I D C H e a l t h I n s i g h t s : H e a l t h c a r e P r o v i d e r I T S t r a t e g i e s Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.935.4445 F.508.988.7881 www.idc-hi.com Business Strategy: The Current State of Ambulatory EHR Buyer Satisfactio n I D C H e a l t h I

More information

Mining for Insight: Rediscovering the Data Archive

Mining for Insight: Rediscovering the Data Archive WHITE PAPER Mining for Insight: Rediscovering the Data Archive Sponsored by: Iron Mountain Laura DuBois June 2015 Sean Pike EXECUTIVE SUMMARY In the past, the main drivers for data archiving centered on

More information

Applying Cloud Computing: An Executive Workshop

Applying Cloud Computing: An Executive Workshop Applying Cloud Computing: An Executive Workshop March 11, 2013 Joseph Pucciarelli VP & IT Executive Advisor The 3 rd Platform Shift: From IT Productivity to Business Productivity Innovation Information

More information

IDC MarketScape: Worldwide Oracle Implementation Services Ecosystem 2014 Vendor Assessment

IDC MarketScape: Worldwide Oracle Implementation Services Ecosystem 2014 Vendor Assessment IDC MARKETSCAPE IDC MarketScape: Worldwide Oracle Implementation Services Ecosystem 2014 Vendor Assessment Ali Zaidi Gard Little Chad Huston THIS IDC MARKETSCAPE EXCERPT FEATURES: ACCENTURE IDC MARKETSCAPE

More information

Transformative Technology in Document Security

Transformative Technology in Document Security INSIGHT Transformative Technology in Document Security Arianna Valentini IDC OPINION The majority of organizations have taken steps in making sure that their IT environments are secure. Worldwide Security

More information

W H I T E P A P E R C l i m a t e C h a n g e : C l o u d ' s I m p a c t o n I T O r g a n i z a t i o n s a n d S t a f f i n g

W H I T E P A P E R C l i m a t e C h a n g e : C l o u d ' s I m p a c t o n I T O r g a n i z a t i o n s a n d S t a f f i n g Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com W H I T E P A P E R C l i m a t e C h a n g e : C l o u d ' s I m p a c t o n I T O r g a n i z a

More information

WHITE PAPER Using SAP Solution Manager to Improve IT Staff Efficiency While Reducing IT Costs and Improving Availability

WHITE PAPER Using SAP Solution Manager to Improve IT Staff Efficiency While Reducing IT Costs and Improving Availability WHITE PAPER Using SAP Solution Manager to Improve IT Staff Efficiency While Reducing IT Costs and Improving Availability Sponsored by: SAP Elaina Stergiades November 2009 Eric Hatcher EXECUTIVE SUMMARY

More information

IDC MarketScape: Worldwide Cloud Professional Services 2016 Vendor Assessment

IDC MarketScape: Worldwide Cloud Professional Services 2016 Vendor Assessment IDC MarketScape IDC MarketScape: Worldwide Cloud Professional Services 2016 Vendor Assessment Gard Little Chad Huston THIS IDC MARKETSCAPE EXCERPT FEATURES: NTT DATA IDC MARKETSCAPE FIGURE FIGURE 1 IDC

More information

Cablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics

Cablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics BUYER CASE STUDY Cablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics Dan Vesset Brian McDonough IDC OPINION Global Headquarters: 5 Speen Street Framingham, MA

More information

MARKET BRIEF Plug and Play: Managed IP Telephony

MARKET BRIEF Plug and Play: Managed IP Telephony MARKET BRIEF Plug and Play: Managed IP Telephony Sponsored by: NEC William Stofega September 2006 IP TELEPHONY: BENEFITS AND CHALLENGES Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200

More information

How Collaboration Can Help Achieve Your Business Goals: A European Perspective

How Collaboration Can Help Achieve Your Business Goals: A European Perspective ANALYST CONNECTION How Collaboration Can Help Achieve Your Business Goals: A European Perspective Commissioned by: Verizon and Cisco Jason Andersson July 2015 Marta Muñoz Méndez-Villamil THE POWER OF COLLABORATION

More information

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com WHITE PAPER Networking Skills in North America: Trends, Gaps, and Strategies Sponsored by: Cisco Learning Institute Cushing Anderson Marianne Kolding May 2008 Susan Lee Global Headquarters: 5 Speen Street

More information

Content Analyst's Cerebrant Combines SaaS Discovery, Machine Learning, and Content to Perform Next-Generation Research

Content Analyst's Cerebrant Combines SaaS Discovery, Machine Learning, and Content to Perform Next-Generation Research INSIGHT Content Analyst's Cerebrant Combines SaaS Discovery, Machine Learning, and Content to Perform Next-Generation Research David Schubmehl IDC OPINION Organizations are looking for better ways to perform

More information

WHITE PAPER Get Your Business Intelligence in a "Box": Start Making Better Decisions Faster with the New HP Business Decision Appliance

WHITE PAPER Get Your Business Intelligence in a Box: Start Making Better Decisions Faster with the New HP Business Decision Appliance WHITE PAPER Get Your Business Intelligence in a "Box": Start Making Better Decisions Faster with the New HP Business Decision Appliance Sponsored by: HP and Microsoft Dan Vesset February 2011 Brian McDonough

More information

IDC MarketScape: Worldwide Life Science Sales and Marketing BPO 2013 Vendor Assessment

IDC MarketScape: Worldwide Life Science Sales and Marketing BPO 2013 Vendor Assessment IDC MARKETSCAPE IDC MarketScape: Worldwide Life Science Sales and Marketing BPO 2013 Vendor Assessment Eric Newmark IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape Worldwide Life Science Sales and Marketing

More information

W H I T E P A P E R E d u c a t i o n a t t h e C r o s s r o a d s o f B i g D a t a a n d C l o u d

W H I T E P A P E R E d u c a t i o n a t t h e C r o s s r o a d s o f B i g D a t a a n d C l o u d Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com W H I T E P A P E R E d u c a t i o n a t t h e C r o s s r o a d s o f B i g D a t a a n d C l o

More information

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com PARTNER CASE STUDY BEI: Profile of a Microsoft Online Services Practice Sponsored by: Microsoft Darren Bibby December 2010 IN THIS PARTNER CASE STUDY Global Headquarters: 5 Speen Street Framingham, MA

More information

IDC MarketScape: Worldwide Digital Enterprise Strategy Consulting Services 2015 Vendor Assessment

IDC MarketScape: Worldwide Digital Enterprise Strategy Consulting Services 2015 Vendor Assessment IDC MarketScape IDC MarketScape: Worldwide Digital Enterprise Strategy Consulting Services 2015 Vendor Assessment Cushing Anderson Mette Ahorlu THIS IDC MARKETSCAPE EXCERPT FEATURES PWC IDC MARKETSCAPE

More information

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com INDUSTRY DEVELOPMENTS AND MODELS Predictive Analytics and ROI: Lessons from IDC's Financial Impact

More information

IDC MarketScape: Worldwide Enterprise Performance Management Business Consulting Services 2014 Vendor Assessment

IDC MarketScape: Worldwide Enterprise Performance Management Business Consulting Services 2014 Vendor Assessment IDC MARKETSCAPE IDC MarketScape: Worldwide Enterprise Performance Management Business Consulting Services 2014 Vendor Assessment Cushing Anderson THIS IDC MARKETSCAPE EXCERPT FEATURES: DELOITTE IDC MARKETSCAPE

More information

Worldwide DDI Market Update

Worldwide DDI Market Update Update Worldwide DDI Market Update Nolan Greene Petr Jirovsky IN THIS UPDATE This IDC update reviews the revenue and shipments of the worldwide DDI (DNS, DHCP, and IP address management [IPAM]) solutions

More information

W o r l d w i d e a n d U. S. M a n a g e d M o b i l i t y 2 0 1 3 2 0 1 7 F o r e c a s t : U n i t e d S t a t e s L e a d s i n A d o p t i o n

W o r l d w i d e a n d U. S. M a n a g e d M o b i l i t y 2 0 1 3 2 0 1 7 F o r e c a s t : U n i t e d S t a t e s L e a d s i n A d o p t i o n Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com M A R K E T A N A L Y S I S W o r l d w i d e a n d U. S. M a n a g e d M o b i l i t y 2 0 1 3 2

More information

IDC MarketScape: Worldwide Microsoft Enterprise Applications Implementation Services Ecosystem 2015 Vendor Assessment

IDC MarketScape: Worldwide Microsoft Enterprise Applications Implementation Services Ecosystem 2015 Vendor Assessment IDC MarketScape IDC MarketScape: Worldwide Microsoft Enterprise Applications Implementation Services Ecosystem 2015 Vendor Assessment Ali Zaidi Gard Little THIS IDC MARKETSCAPE EXCERPT FEATURES: HCL IDC

More information

WHITE PAPER IN THIS WHITE PAPER EXECUTIVE SUMMARY. Sponsored by: Salesforce. August 2015

WHITE PAPER IN THIS WHITE PAPER EXECUTIVE SUMMARY. Sponsored by: Salesforce. August 2015 WHITE PAPER The Salesforce Economy: How Salesforce, Its Ecosystem of Partners, and Its Customers Will Create More Than 1 Million Jobs and Add $272 Billion to Local Economies in the Next Four Years Sponsored

More information