Analytics and business intelligence (ABI) platforms enable less technical users, including businesspeople, to model, analyze, explore, share and manage data, and collaborate and share findings, enabled by IT and augmented by artificial intelligence (AI). ABI platforms may optionally include the ability to create, modify or enrich a semantic model including business rules.
Applicant Tracking Systems (ATS) allow enterprises to streamline the process of managing applications for job openings by consolidating the hiring workflows. Organizations leverage ATS to post & manage new job openings and perform multiple operations around the resumes received from candidates. HR Professionals and Recruiters use ATS to manage and simplify the process of hiring new talents by connecting the database of applicants’ resumes to the job opening created on the Talent Management Portal. ATS provides the ability to perform multiple operations such as storing, scoring, screening, and sorting the candidate resumes based on the job details. Some ATS also provide the capabilities of Candidate Relationship Management through which the HR personnel can reach out and communicate with the candidate. These ATS can be sold as stand-alone products or can be integrated with the onboarding software and Talent Management Software to make it an overall Talent Acquisition Suite.
Gartner defines B2B marketing automation platforms as software that supports lead generation, lead management, lead scoring and lead nurturing activities across multiple marketing channels. The main goal of these systems is to capture, qualify and nurture leads to the point that they are sales-ready, then align them to the appropriate sales team member(s) to drive toward a closed deal. B2B marketing automation platforms assist with data cleansing (by eliminating incomplete or redundant lead information) and lead augmentation (by providing additional data about prospects). B2B marketing automation platforms are designed to primarily support B2B use cases, but they may also be applicable to B2C organizations selling high-consideration products and/or B2B2C models with more complex, indirect sales processes.
This market 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, and distributed centers (over 10,000 agents). At the heart of a CEC is the need for a CRM application with the customer record (typically including account, contact information, purchase history, service history, and open marketing offers). Its core system function is case management, which can sometimes be referred to as incident management, trouble ticketing or problem resolution. It requires a strong ability to create, split, federate, join, assign and escalate cases, often in a collaborative environment.
Cloud human capital management (HCM) suites deliver functionality that helps organizations attract, develop, engage, retain and manage their workforces. To varying degrees, these solutions support a variety of HCM capabilities, including: • HR administrative functions • HR service delivery • Talent management • Workforce management This market focuses solely on vendors that actively sell and develop cloud HCM suites on a stand-alone basis to midmarket and large enterprises and covers only vendors that deliver their solutions via either a shared community cloud or a public cloud.
Content collaboration tools provide an easy way for employees to use and share content both inside and outside the organizations. Since these tools can be used to collaborate with customers, partners and suppliers, they often provide rich security and privacy controls. Today, much of this functionality also can be found in other tools such as cloud office platforms, workstream collaboration platforms, content services platforms and content services applications. Functional differentiators in dedicated CCTs are difficult to identify.
Corporate learning solutions include applications that help organizations train, develop and engage their learners. These applications continue to expand the functionality and robustness of their components. Furthermore, they help organizations with compliance, certifications, onboarding, talent development, upskilling, collaboration, coaching and mentoring, sales training, partner education, and customer training.
Data preparation is an iterative and agile process for finding, combining, cleaning, transforming and sharing curated datasets for various data and analytics use cases including analytics/business intelligence (BI), data science/machine learning (ML) and self-service data integration. Data preparation tools promise faster time to delivery of integrated and curated data by allowing business users including analysts, citizen integrators, data engineers and citizen data scientists to integrate internal and external datasets for their use cases. Furthermore, they allow users to identify anomalies and patterns and improve and review the data quality of their findings in a repeatable fashion. Some tools embed ML algorithms that augment and, in some cases, completely automate certain repeatable and mundane data preparation tasks. Reduced time to delivery of data and insight is at the heart of this market.
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Electronic signature (e-signature) encompasses a broad category of methods that can be applied to an electronic document to capture intent to sign, consent, and, in varying degrees, provide document authenticity, integrity and nonrepudiation. An e-signature can have the same legal status as a handwritten, wet-ink signature on a paper document when implemented in compliance with the laws or regulations applicable to the parties involved. An e-signature product is expected to offer, support for ad hoc and human-initiated use cases, flexible workflows, Integration with commercial off-the-shelf (COTS) business applications, as well as in-house or custom-built applications via APIs, and document data integration and validation.
Email marketing is the use of the email channel to deliver and optimize marketing messages — such as brand newsletters or contextually relevant, real-time and personalized communications — in support of multichannel engagement across the customer life cycle. Transactional email messages can also cross over into email marketing programs to the extent that, for example, account statements include promotions or offers based on customer insights.
An Enterprise Low-code application platform (LCAP) provides rapid application development and deployment using low-code and no-code techniques such as declarative, model-driven application design and development together with the simplified one-button deployment of applications. An LCAP typically creates metadata and interprets that metadata at runtime and abstracts the underlying server infrastructure for ease of use; many also allow optional procedural programming extensions. LCAP supports: • UI capabilities via responsive web and mobile apps • Orchestration or choreography of pages, business process, and decisions or business rules • Built-in database • "One button" deployment of applications
Enterprise social networking applications facilitate, capture and organize open conversations and information sharing between individual workers and groups within an organization. In addition to capabilities that support conversations and information sharing, they can keep track of the network of relationships between participants (via social graphs), in order to deliver a personalized stream of updates about events or conversations to individuals (via news feeds and activity streams). These applications help people find out about each other, have discussions, share information and generally interact. Interaction occurs either at a one-to-one level, or in groups, teams, communities and networks, and in the context of structured or unstructured business activities.
Organizations use expense management software to simplify their expense reimbursement and reconciliation process. The software provides facilities for expense report creation, submission, approval, reimbursement, and accounting. The software replaces the manual paperwork with an automated workflow to upload, track and submit expense receipts conveniently. These reimbursement receipts are accessible to the administrators through a streamlined process to approve the claims while checking for any corporate policy violations. In addition, the software assists organizations in keeping track of their employee’s corporate expenses.
Human Capital Management (HCM) Suites encompass functionality to help organizations attract, develop, engage, retain and manage their workers. HCM encompasses the following HR functions: Administrative HR includes organizational and employee data, transactional employee and manager self-service, benefits, and payroll administration. Talent management applications are composed of recruiting, onboarding, performance and engagement management, compensation planning, career and succession planning, learning and development, and workforce planning. Workforce management includes absence management, time and attendance management, task management, budgeting and forecasting, and scheduling, and is usually deployed to manage hourly paid workers. HR service delivery includes direct access to policy and procedure guidance for employees and managers. It may also include case management, knowledge base and digital document management.
Marketing dashboard tools collect and integrate marketing data from multiple sources, visualize it, and enable visualization and exploration through a web-based interface. The technology helps marketers deliver near-real-time data and reporting to stakeholders across the marketing organization and the enterprise. These tools cater to the business user rather than the technical professional, as they do not require you to manage a data warehouse or to define a semantic layer. The market features SaaS-based offerings from large, diversified providers as well as small pure-play vendors. Some of these sell marketer-focused solutions, and others have tailored their IT-focused offerings to this new buyer segment.
Meeting solutions are real-time collaboration applications and associated endpoints that support interactions over a network between participants for team work, presentations, training and webinars. Some vendors segment their product lines to target and scale to one or several of those use cases, while others offer broad solutions that work for many purposes. Enterprise offerings in this market perform equally well for workers in meeting spaces, at their desks or when mobile, with integrated voice, video, messaging and content sharing. Organizations with complex needs typically have meeting solutions for internal use — for collaboration, learning and internal communication — that are separate from those for external use in sales or marketing. Such complex needs can result in running meeting solutions from more than one vendor. Complete meeting solutions enable richness of information and interaction by combining messaging, content and screen sharing, video and audio.
Gartner defines the multichannel marketing hub (MMH) as a technology that orchestrates a company's communications with and offers to customer segments across multiple channels. These include websites, mobile, social, direct mail call centers, paid media and email. MMH capabilities also may extend to integrating marketing offers/leads with sales for execution in both B2B and B2C environments.
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Password management (PM) tools are products that provide users with the means to reset their own passwords after an account lockout or when they forget their passwords. PM tools can also synchronize passwords for users across multiple systems, allowing users to access multiple applications with the same password.
Product roadmapping tools for software engineering have simplified product-related communication and streamlined product management and development efforts. This document profiles selected vendors and tools that can assist with: Management of software product vision and strategy alignment Communication of ideas and requirements Decision making through an understanding of user behavior, data and analytics, priorities, and consequences Defining software features and business capabilities, and handling backlogs Planning and tracking software development releases Financial and budget management Collaboration on timelines Communication, negotiation and updates Integration planning and resource tracking Report generation and notifications Managing feedback from developers, teams and users Support for continuous development and continuous integration
PPM software providers covered under this market definition aim to support the selection, planning and execution of a variety of different work packages or containers, including, but not limited to, traditional projects. They often fold in collaboration and communication capabilities and allow work teams and project offices to report, monitor and identify course correction in resource-intensive project and work environments. Providers included in this market offer these capabilities directly through their own products, but frequently recognize that specific integration points may also be needed to connect niche tools or data sources. The PPM capabilities identified as essential or critical include: • Project demand management • Project planning and management • Time management • Resource management • Resource capacity planning • Project portfolio management • Project collaboration • Program management • Reporting services • Security and user management • Integration • Usability
Rapid mobile app development (RMAD) tools are a class of coding-optional tools that enable nonprogrammers to build mobile apps to support, at a minimum, iOS and Android devices. These tools offer high productivity for developers and nondevelopers alike through a variety of approaches that both automate and abstract app development efforts, including drag-and-drop editors, code generation and orchestration, model-driven development, virtualization, business process mapping, component assembly, app configuration and forms construction.
Remote Desktop Software allows secure access and control of remote devices across multiple platforms. The software provides the same level of access as being physically present to manage and control the resources of the remote device. The software offers secure transfer of files in a live or unattended support session. The Remote Desktop software is generally used by the IT professionals performing maintenance and support personnel assisting end-users.
Gartner defines sales force automation (SFA) as systems that support the automation of sales activities, processes and administrative responsibilities for organizations' sales professionals. Gartner considers SFA to be foundational technology, implemented to automate an organization's core sales processes. The core functionalities of the SFA market include: • Account, contact and opportunity management • Sales activity management • Sales forecasting • Mobile applications • Reporting • Partner relationship management (PRM) • Platform capabilities
Social Marketing Management (SMM) applications include the tools, templates and services to create, maintain and optimize a commercial presence in social environments. This market focuses on the vendor solutions that help you analyze and participate in social conversations. This is done through social listening, publishing, engagement (of broader audiences, as well as social user communities), reporting and analytics capabilities, and support for workflow and automation of SMM processes.
The market for social software in the workplace includes software products that support people working together in teams, communities or networks. These products can be tailored to support a variety of collaborative activities. Buyers are looking for virtual environments that can engage participants to create, organize and share information, and encourage them to find, connect and interact with each other. Business use of these products ranges from project coordination within small teams or homogeneous groups, to information exchange between employees across an entire organization.
Gartner defines unified communications as a service (UCaaS) as a cloud-delivered service that provides many of the same functions as premises-based unified communications (UC) solutions. The core capabilities of UCaaS offerings include those in the following areas: Telephony Meetings Messaging Software apps (formerly software clients) Communication APIs and SDKs Adjacent services
Workforce Management (WFM) is a solution that includes software, services and, typically, hardware, which helps organizations to manage the operational deployment of the workforce. In most cases, WFM is deployed for hourly paid workers (both employees and, in some cases, contingent workers). However, there are exceptions to this, such as when it is desired that both salaried and hourly paid workers use the same absence management system. Core functionality of WFM includes: • Accurately measuring the working time and absences of workers, and making this information available to payroll and other HR systems. • Assisting employers in being compliant with legislation and agreements pertaining to working time, pay and leave. • Providing a means of creating efficient and fair work schedules (sometimes referred to as rotas/rosters), and the provision of tools to track the productivity of workers.