Monday, May 21, 2018

"Gartner Magic Quadrant for the CRM Customer Engagement Center 2018"

By 2022, 70% of customer interactions will involve an emerging technology such as machine learning applications, chatbots or mobile messaging, up from 15% in 2018.

By 2022, 20% of all customer service interactions will be completely handled by AI, an increase of 400% from 2018.

Customers are demanding consistency of treatment when self-service escalates to assisted service. In turn, application leaders will demand that vendors provide channel synchronization, better use of AI, team collaboration, contextual knowledge and event-centric treatment.

Market Definition/Description
This Magic Quadrant examines the global market for customer service and support applications that enable customer service and support agents to engage customers through their preferred communication channel. It covers a wide range of customer service applications for organizations with customer engagement centers (CECs), ranging from very small (fewer than 20 agents) through average size (50 agents) to very large, distributed centers (over 10,000 agents).

SalesForce, PegaSystems, Microsoft, Oracle and Zendesk are the leaders in "Gartner Magic Quadrant for the CRM Customer Engagement Center 2018"

Tuesday, October 27, 2015

Magic Quadrant for Operational Database Management Systems 2015

Gartner defines a DBMS as a complete software system used to define, create, manage, update and query a database. A database is an organized collection of data that may be in multiple formats and may be stored in some form of storage medium (which may include hard-disk drives, flash memory, solid-state drives and/or DRAM). Additionally, according to Gartner's definition, DBMSs provide interfaces to independent programs and tools that both support, and govern the performance of, a variety of concurrent workload types. There is no presupposition that DBMSs must support the relational model or that they must support the full set of possible data types in use today. Furthermore, we do not stipulate that the DBMS must be a closed-source product; we include commercially supported open-source DBMS products in this market. Operational DBMSs must, however, include functionality to support backup and recovery, and have some form of transaction durability — although the atomicity, consistency, isolation and durability (ACID) model is not a requirement.


For this Magic Quadrant, Gartner defines operational DBMSs as systems that also support multiple structures and data types, such as XML, text, JavaScript Object Notation (JSON), audio, image and video content. They must include mechanisms to isolate workload resources and control various parameters of end-user access within managed instances of the data. For a definition of an operational DBMS workload.

Oracle, IBM, Amazon AWS, Microsoft, MongoDB, SAP, DataStax (Cassandra), EnterpriseDB, Redis, MarkLogic & InterSystems are in the leaders quadrant of ‘Magic Quadrant for Operational Database Management Systems 2015’.

Source: Gartner

Tuesday, August 18, 2015

Gartner's 2015 Hype Cycle for Emerging Technologies Identifies the Computing Innovations That Organizations Should Monitor

What is Gartner's Hype Cycle : The hype cycle is a graphical representation of the life cycle stages a technology goes through from conception to maturity and widespread adoption. The hype cycle is a branded tool created by Gartner, an information technology (IT) research and consultancy company.

Major changes in the 2015 Hype Cycle for Emerging Technologies (see Figure 1) include the placement of autonomous vehicles, which have shifted from pre-peak to peak of the Hype Cycle. While autonomous vehicles are still embryonic, this movement still represents a significant advancement, with all major automotive companies putting autonomous vehicles on their near-term roadmaps. Similarly, the growing momentum (from post-trigger to pre-peak) in connected-home solutions has introduced entirely new solutions and platforms enabled by new technology providers and existing manufacturers.

Digital Marketing (Stage 4): The digital marketing stage sees the emergence of the Nexus of Forces (mobile, social, cloud and information). Enterprises in this stage focus on new and more sophisticated ways to reach consumers, who are more willing to participate in marketing efforts to gain greater social connection, or product and service value. Enterprises that are seeking to reach this stage should consider the following technologies on the Hype Cycle: Gesture Control, Hybrid Cloud Computing, Internet of Things (IoT), Machine Learning, People-Literate Technology, Speech-to-Speech Translation.

Digital Business (Stage 5): Digital business is the first post-nexus stage on the roadmap and focuses on the convergence of people, business and things. The IoT and the concept of blurring the physical and virtual worlds are strong concepts in this stage. Physical assets become digitalized and become equal actors in the business value chain alongside already-digital entities, such as systems and apps. Enterprises seeking to go past the Nexus of Forces technologies to become a digital business should look to these additional technologies: 3D Bioprinting for Life Science R&D, 3D Bioprinting Systems for Organ Transplant, Human Augmentation, Affective Computing, Augmented Reality, Bioacoustics Sensing, Biochips, Brain-Computer Interface, Citizen Data Science, Connected Home, Cryptocurrencies, Cryptocurrency Exchange, Digital Dexterity, Digital Security, Enterprise 3D Printing, Smart Robots, Smart Advisors, Gesture Control, IoT, IoT Platform, Machine Learning, Micro Data Centers, Natural-Language Question Answering, Neurobusiness, People-Literate Technology, Quantum Computing, Software-Defined Security, Speech-to-Speech Translation, Virtual Reality, Volumetric and Holographic Displays, and Wearables.

Autonomous (Stage 6): Autonomous represents the final post-nexus stage. This stage is defined by an enterprise's ability to leverage technologies that provide humanlike or human-replacing capabilities. Using autonomous vehicles to move people or products and using cognitive systems to recommend a potential structure for an answer to an email, write texts or answer customer questions are all examples that mark the autonomous stage. Enterprises seeking to reach this stage to gain competitiveness should consider these technologies on the Hype Cycle: Autonomous Vehicles, Bioacoustic Sensing, Biochips, Brain-Computer Interface, Digital Dexterity, Human Augmentation, Machine Learning, Neurobusiness, People-Literate Technology, Quantum Computing, Smart Advisors, Smart Dust, Smart Robots, Virtual Personal Assistants, Virtual Reality, and Volumetric and Holographic Displays.

Tuesday, August 11, 2015

The Forrester Wave™: In-Memory Database Platforms, Q3 2015

Forrester defines an in-memory database platform as:
A database technology that stores all or partial data in memory on either a single or distributed server to support transactional, operational, and/or analytical workloads.

The in-memory database platform represents a new space within the broader data management market. Enterprise architecture (EA) professionals invest in in-memory database platforms to support real-time analytics and extreme transactions in the face of unpredictable mobile, Internet of Things (IoT), and web workloads.

SAP, Oracle, IBM, Teradata and Microsoft are the leaders in ‘The Forrester Wave™: In-Memory Database Platforms, Q3 2015’

Source: Forrester Research

Friday, July 24, 2015

Gartner’s Magic Quadrant for Security Information and Event Management 2015

The security information and event management (SIEM) market is defined by the customer's need to apply security analytics to event data in real time for the early detection of targeted attacks and data breaches, and to collect, store, analyze and report on log data for incident response, forensics and regulatory compliance. SIEM is a $1.69 billion market that grew 12.5% during 2014, with an expected growth rate of 10.9% during 2015.

IBM Security, Intel Security, HP, Splunk & LogRhythm are in the leader's quadrant of "Gartner’s Magic Quadrant for Security Information and Event Management 2015 " considering following criteria by Gartner

ü  Product or service evaluates the vendor's ability and track record to provide product functions in areas such as real-time security monitoring, security analytics compliance reporting and deployment simplicity.
ü  Overall viability includes an assessment of the technology provider's financial health, the financial and practical success of the overall company, and the likelihood that the technology provider will continue to invest in the SIEM technology segment.
ü  Sales execution/pricing evaluates the technology provider's success in the SIEM market and its capabilities in presales activities. This includes SIEM revenue and the installed base size, growth rates for SIEM revenue and the installed base, presales support, and the overall effectiveness of the sales channel. The level of interest from Gartner clients is also considered.
ü  Market responsiveness/record evaluates the match of the SIEM offering to the functional requirements stated by buyers at acquisition time, and the vendor's track record in delivering new functions when they are needed by the market. Also considered is how the vendor differentiates its offerings from those of its major competitors.
ü  Marketing execution evaluates the SIEM marketing message against our understanding of customer needs, and also evaluates any variations by industry vertical or geographic segments.
ü  Customer experience is an evaluation of product function and service experience within production environments. The evaluation includes ease of deployment, operation, administration, stability, scalability and vendor support capabilities. This criterion is assessed by conducting qualitative interviews of vendor-provided reference customers, in combination with feedback from Gartner clients that are using or have completed competitive evaluations of the SIEM offering.

ü  Operations is an evaluation of the organization's service, support and sales capabilities, and includes an evaluation of these capabilities across multiple geographies.

Source : Gartner

Wednesday, June 24, 2015

Gartner’s Magic Quadrant for Structured Data Archiving and Application Retirement 2015

Magic Quadrant's definition: Structured data archiving is the ability to index, migrate and protect application data in secondary databases or flat files typically located on lower-cost storage for policy-based retention. It makes data available in context and protects it in the event of litigation or an audit.

IBM, Informatica, Delphix, Solix Technologies & HP are in the leader's quadrant of "Gartner’s Magic Quadrant for Structured Data Archiving and Application Retirement 2015 " considering following criteria by Gartner

·         Storage optimization — It can reduce the volume of data in production and maintain seamless data access. The benefits of using this technology include reduced capital and operating expenditures, improved information governance, improved recoverability, lower risk of regulatory compliance violations, and access to secondary data for reporting and analysis.
·         Governance — The technology preserves data for compliance when retiring applications. Structured data is often transactional and related to financial accounts or back-office functions (for example, HR, patient enrollment in healthcare and other use cases that might be regulated) that require information governance, control and security, along with the ability to respond to related events such as audits, litigation and investigation. These and other requirements, such as maintaining information context, can prevent organizations from moving data to lower-cost tiers of storage, or adopting other do-it-yourself approaches.
·         Cost optimization — Structured data archiving and application retirement can result in significant ROI. Structured data in legacy systems, ERP and databases accumulates over years — and, in some cases, over decades — driving up operational and capital expenses.

·         Data scalability — The technology can manage large volumes of nontraditional data resulting from newer applications that can generate billions of small objects. Scalability to petabytes of capacity is required in these cases.

Source : Gartner 

Tuesday, April 21, 2015

Magic Quadrant for Multichannel Campaign Management : 2015

The multichannel campaign management (MCCM) market comprises vendors that seek to orchestrate company communications and marketing offers to customer segments across channels, such as websites, mobile, social, direct mail, call centers and email. Capabilities include:

  • Basic campaign management includes functions for segmentation, campaign creation, campaign workflow and campaign execution.
  • Advanced analytic functions include predictive analytics and campaign optimization.
  • Advanced execution functions include loyalty management, content management, event triggering, and real-time offer management in inbound and outbound environments.
  • Digital marketing capabilities include ad management, content marketing, mobile and social marketing, Web, and email marketing. Digital marketing extends the marketing process through channels such as the Web, email, video, mobile and social applications, point-of-sale terminals, interactive TV, and digital signage and kiosks.
  • MCCM offerings may also integrate marketing offers and leads with sales for execution in B2B and business-to-consumer (B2C) companies.

IBM, SAS, Teradata, Oracle, Adobe & Salesforce are in the leader's quadrant of "Magic Quadrant for Multichannel Campaign Management : 2015" report.

Note: Source Gartner