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Vendor Landscape: Collaborative Work Management For The EnterpriseServing Customers Requires Tools That Work The Way Users Work

by Margo VisitacionAugust 28, 2015

For EntErprisE ArchitEcturE proFEssionAls

FoRRESTER.CoM

Key takeawaysToday’s Employees Need A Better Way To Workto interact with customers, coworkers, and partners, today’s information worker must use almost a dozen tools to access data distributed across the enterprise. communications leveraging that data routinely occur outside of the context of the tools used to deliver products and services.

Collaborative Work Management Tools Support The Way People Workshifting demographics, cross-organizational initiatives, and Agile approaches are changing the way information workers do their jobs. information and communication must be instantly available and contextually rich. collaborative work management solutions make these information workers more effective.

Application Addiction Drives Grass-Roots AdoptioncWM solutions tend to enter the organization and grow virally. teams adopt the tools because, unlike formal project management tools, they allow users to tailor the work experience and reduce the number of times they have to jump to another application to complete a task.

Why read this reportWhen the customer is the central focus of a company’s strategy, its employees must work together more efficiently. Every day, employees focus their activities on helping their companies win, serve, and retain customers, even if the employees aren’t engaging face-to-face. cross-functional and cross-organizational initiatives are becoming the norm, and sharing information is essential; unfortunately, employees require a multitude of applications to do this. Firms are demanding more-seamless user experience for the technologies that employees use, and as a result, a new market that brings together task management and collaboration has emerged. collaborative work management (cWM) tools enable employees to address both needs in the same application. this report describes this emerging market and highlights how these solutions can help project managers and enterprise architecture (EA) leaders enable teams to work together effectively.

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table of contents

Customer-Obsessed Firms Need Teams To Work Together Successfully

today’s collaboration challenge: too Many Apps And too Difficult to share information

current tools For Work Miss the Mark

Collaborative Work Management Combines The Best Of Both Worlds

the collaborative Work Management Market has two segment types

What it Means

Collaborative Work Management Fills The Bill For Today’s Info Workers

Supplemental Material

notes & resources

Forrester interviewed Affinitylive, Asana, Atlassian, central Desktop, clarizen, Entry software, eXo platform, Foxplan, Genius project, Glip, huddle, Knowify, liquidplanner, Mavenlink, planbox, planview, podio, rally software Development (now part of cA technologies) redbooth, smartsheet, trello, upland software, Workbook software, and Wrike. We also used data from Forrester’s Business technographics® Global Applications And collaboration Workforce survey, 2014 in researching this report.

related research Documents

Brief: Analytics separates signal From noise on Enterprise social

how to Build A technology plan that sustains Employee Engagement

say Goodbye to uc; it’s time For customer-Activated communication And collaboration


Vendor Landscape: Collaborative Work Management For The EnterpriseServing Customers Requires Tools That Work The Way Users Work

by Margo Visitacionwith Alex cullen, leslie owens, Alex Kramer, and Diane lynch

August 28, 2015

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Vendor Landscape: Collaborative Work Management For The EnterpriseAugust 28, 2015

© 2015 Forrester research, inc. unauthorized copying or distributing is a violation of copyright law. [email protected] or +1 866-367-7378

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Serving Customers Requires Tools That Work The Way Users Work

customer-obsessed Firms need teams to Work together successfully

Yesterday’s information workers relied on jumping from application to application to access the data they needed to perform their jobs and on email to communicate their progress to coworkers or customers. today, delivering outstanding customer value requires interactions that are more complex. EA professionals and information workers of all types routinely work with globally distributed teams, partner ecosystems, and customers themselves to create products and services (see Figure 1). they work at offices, at client sites, from home, and while traveling, requiring access to a number of different data sources or applications to perform effectively. While firms continue to believe in collaboration, the technology available to them lags in pragmatic application. collaboration is central to customer obsession.

› Workers collaborate frequently on product and service information with coworkers. Employees’ work networks continue to expand. As part of their day-to-day jobs, 27% of employees collaborate with six to 10 other employees, the size of an average team, while 19% collaborate with 26 or more coworkers.

› They interact frequently with customers to help them in product selection and service. customer collaboration is growing across the board. When we asked about the number of customers that information workers collaborate with as part of their day-to-day jobs, a large proportion, 27%, replied that they collaborate with 26 or more customers.

› They routinely multitask to support project and ad hoc work simultaneously. As organizations transition to continuous delivery, information workers perform activities that companies may not recognize as formal projects. these activities are simply the work that information workers perform on a routine basis, but these activities are critical in serving their customer base.

› They increasingly access information while on the go. people are working more frequently away from their desks because they are telecommuting or traveling. More than half of the respondents replied that they routinely use smartphones or tablets to perform activities related to their job.1




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FIGURE 1 collaboration is commonplace For Both internal And customer-Facing Activities

“In a typical week, how many people do you regularly communicate orcollaborate with as part of your day-to-day job?”

Customers

Coworkers

17%

23%

27%

19%

18%

27%

21%17%

28%

3%

None/does not apply 1 to 5 people 6 to 10 people

11 to 25 people 26 or more people

Source: Forrester’s Business Technographics® Global Applications And Collaboration Workforce Survey, 2014

Base: 7,000 global information workers

Today’s Collaboration Challenge: Too Many Apps And Too Difficult To Share Information

While organizations are striving to increase agility, today’s solutions put up hurdles. Accessing the data required to develop digital deliverables that result in products and services requires effort that reduces productivity because:

› Workers must employ a wide range of applications to complete their jobs. to access their primary data, 43% of respondents to our survey use word processing and 44% use spreadsheets, while only 30% use an application specific to their job.

› The data they require is rarely centralized. Accessing the right data requires searching multiple locations. only 43% of information workers access their primary data in a centralized database. Almost 30% must search multiple disparate databases, requiring greater effort to quickly access information to complete tasks.

› They want to communicate work-related information within the context of the activity. unfortunately, once they perform a task, 75% of the respondents must move outside of the applications they’re working in to relay the analysis via voice, email, or chat, breaking the audit trail of information and clogging email inboxes.




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Current Tools For Work Miss The Mark

projects are a company’s lifeblood. people work in projects and on ad hoc tasks during their workdays. they require solutions structured around workflows that enable them to perform their activities. teams need solutions that allow them to work together and see the progress they’re making toward a result. historically, this has required multiple tools that necessitated switching between applications, often losing context in the process.2 communication and collaboration professionals have worked for years on implementing portals, intranets, social media, and enterprise search, with the goal of delivering an integrated workplace that houses all activity in one place. unfortunately, collaboration suites don’t provide the usability that employees need to get their work done. While firms continue to invest in collaboration tools and project management tools, having both doesn’t solve the problem, as they remain two distinct applications:

› Traditional project management tools serve a small audience. project management tools that place a strong emphasis on formal planning and scheduling offer an experience too rigid for the average team member or casual project manager. specific project-related data applies to a small audience; only 8% of information workers use project and task management tools to access data, and 51% of information workers never use project and task management tools on a computer at all (see Figure 2).3

› Collaboration tools lack time management workflow to drive outcome delivery. centralized access to collaborative content without task direction or purpose provides limited value.4 For example, only 25% of customer experience professionals feel they have sufficient insight into the criteria needed for prioritizing work and allocating resources that explicitly include the impact a project will have on customers.5 Without having the requisite information to sense urgency that drive team priorities, collaboration tools become a repository that stores information but provides limited context around objectives, deadlines, or direction for task completion.




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FIGURE 2 project Management tools serve only A small percentage of information Workers

Source: Forrester’s Business Technographics® Global Applications And Collaboration Workforce Survey, 2014

8%

12%

14%

14%

15%

17%

21%

29%

30%

43%

44%

Project and task management tools

Data dashboard

Online storage tools

Customer relationship management

Team document-sharing sites

File sync-and-sharing tools

Presentation tools

Web browser

An application that is speci�c to my roleor my department

Word processing

Spreadsheets

“What tools do you use to access your primary data?”

Base: 5,901 global information workers with access to data at work(multiple reponses accepted)

collaborative Work Management combines the Best of Both Worlds

organizations are waking up to the realization that their employees want engaging, easy-to-use solutions that let them keep track of what they’re working on, collaborate with team members, and provide transparency to leadership about their performance — all without too much administrative rigor. Forrester calls this new category “collaborative work management for the enterprise.” these solutions enable the coordination of activities arising from (see Figure 3):

› A conversation that triggers the need for action. Whether generated from email, chat, a call center ticket, or a logged defect, these conversations form the foundation of a team space containing all collaboration, feedback, tasks, and commitment dates. creators can invite internal employees or external users, e.g., clients or contractors, to view and participate in the conversation thread as it evolves. the thread becomes the system of record for teams managing their work and content collaboration. communication originates from within the system and is captured so critical contextual information isn’t lost in disconnected emails.




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› Planned work that requires a great deal of collaboration. this work can be part of either a project or daily planned activities. users can create a task list or a formal project plan and invite internal stakeholders, contractors, or clients to participate on allocated tasks and add, review, or edit content. project and department managers can track what their resources are working on and review conversations to track progress with complete transparency into the work items. team members can add ad hoc tasks outside of the project to organize their workdays.

FIGURE 3 information Work takes two paths, united By the Factor of time

TI

ME

Work that requiresinput/conversation

Conversationthat triggers work

The Collaborative Work Management Market Has Two Segment Types

Forrester interviewed 37 collaborative work management vendors to help departmental, project, and portfolio managers and EA professionals select an appropriate tool for managing both planned and ad hoc task management processes. in this report, we have chosen to highlight their capabilities in planning work, inviting both employees and clients to collaborate on digital deliverables. We found that the market has two segments, and we’ve categorized each segment by its core offering. however, the functionality of these offerings continues to evolve to expand into adjacent segments (see Figure 4 and see Figure 5). the segments are:

› Segment 1 — collaborative task-driven planning and tracking tools. these vendors serve information workers who require a combination of light process management and the ability to track work items and collaborate on content, leveraging integrations with Box, Dropbox, and Google Drive. the solutions generally provide simplified financial, time, and expense capabilities that are available regardless of the user’s choice of device. Vendors such as clarizen, Knowify, liquidplanner, planview, smartsheet, and Wrike provide these capabilities to both technical and nontechnical teams. Vendors that specifically target software development include Atlassian’s Jira, confluence and hipchat, leanKit, rally software Development (now part of cA technologies), spiraplan, and Versionone.




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› Segment 2 — social collaboration tools that support light task management. the vendors in this segment are, at their core, social collaboration tools; however, as teams began to adopt them in greater numbers to improve either communication and content sharing as part of their day-to-day jobs, vendors such as Box, central Desktop, huddle, Microsoft, podio, and rabbitsoft are enhancing their collaboration tools by adding project management capabilities.

FIGURE 4 collaboration-Driven Work Management tools

Collaboration-drivenVendor Tool Profile

Atlassian Hipchat/Con�uence

Atlassian’s software-as-a-service (SaaS) product is a private chat service forbusinesses and allows groups to share �les, video chat, and IM. HipChatsynchronizes across desktop, mobile, and web apps. It also integrates with 80 othertools. Con�uence is a social and team content platform used to create, share, anddiscuss content online.

CentralDesktop

CentralDesktop

Central Desktop’s SaaS offering is targeted towards teams that need to work acrossof�ces and with customers. The software makes �les, calendars, conversations, andproject plans available in a centralized environment for all participants. The highlycollaborative product provides users with the ability to connect on projectssimultaneously without relying on email.

eXoPlatform

eXoPlatform

eXo Platform’s user experience PaaS offering is based around its social platform.Users can create collaboration spaces for teams and projects where they can sharedocuments and tasks.

Huddle Huddle Huddle’s SaaS offering combines �le-sharing and project management tools withrobust collaboration capabilities. Users can adjust �le privileges to share documentswith internal and external users while communicating directly on the �le. Huddlecreates a real-time activity stream for each user and provides a task list that isautomatically updated with upcoming deadlines.

Microsoft SharePoint+ Yammer

Microsoft’s SharePoint (on-premises or SaaS) can be extended to include Yammer forenterprise social communication. SharePoint integrates with Microsoft Of�ce to allowusers to have a common area to store and access key information. Extending toinclude Yammer allows users to create a conversation stream around each ongoingproject or �le.

Box Box Box’s SaaS solution has project management capabilities that allow users to keep�les in a common space to manage version control. Its �exible work�ow tools giveusers the ability to share and discuss content within their work�ows. Box project �lesare accessible on tablets, phones, and computers.

Glip Glip Glip’s collaboration-based work management solution seeks to mitigate theinef�ciencies of email. The service has built-in video chat capabilities and integrateswith popular instant messaging and �le-sharing applications. Glip creates aconversation stream to allow users to communicate directly on their projects.

Asana Asana Asana’s project management solution seeks to create team communication withoutrelying on email. It places conversations and tasks in the same location to ensurethat everything is actionable. Asana also provides dashboard views to give projectmanagers a high-level view of ongoing work.




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FIGURE 4 collaboration-Driven Work Management tools (cont.)

Collaboration-driven

Vendor Tool Profile

VersionOne

VersionOne

VersionOne is an Agile project management tool that is available in an on-premises orSaaS offering. It is designed to help Agile software developers manage their projectsthrough product planning and portfolio tracking within a �exible product road-mapping environment. VersionOne also features collaboration capabilities that mimicconsumer social media tools, which allow users to discuss product statuses andshare information.

Trello provides a highly visual solution that allows teams to create boards �lled withtasks, attachments, and conversations. Users create cards that contain informationabout each project and allow each member to add attachments, complete tasks,and discuss the project in real time.

Trello Trello

Rabbitsoft Clinked Rabbitsoft’s SaaS product allows teams to collaborate around documents and �les.It offers group chats, visible to all team members, which are saved within the group.It also offers a calendar feature for sharing group events that synchronizeswith Google calendar and MS Outlook.

RallySoftware

Flowdock Rally Software’s SaaS collaboration tool creates a central place for teams tocommunicate with a chat and inbox �ow. Each �ow provides an activity stream foreach team that displays internal and external conversations, giving users the contextof each discussion. It can also integrate with email and Twitter.

Redbooth Redbooth Redbooth is available in SaaS for small to medium-sized businesses and on-premisesfor large enterprises. The platform allows employees to communicate about projectson their desktops, mobiles, and tablets. It also has project management capabilities to allow mangers to review progress and track individual contributions.




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FIGURE 5 task-Driven Work Management tools

Task-driven

Vendor Tool Profile

37 Signals

Af�nityLive

Atlassian

Clarizen

FoxPlan

GeniusProject

In�ectra

Basecamp

Af�nityLive

Jira

Clarizen

FoxPlan

GeniusProject

SpiraPlan

Basecamp is a SaaS offering based around to-do lists, milestones, and documentmanagement. Basecamp integrates with the company’s Camp�re product, whichserves as a business-oriented chat communication.

Af�nityLive’s SaaS project management solution provides users with interactiveGantt Charts, task assignment, and invoicing capabilities. It automatically calculatesrates and creates invoices based on how much time users spend on projects. Userscan also upgrade to Af�nityLive’s CRM, Retainers, and Service products.

Atlassian’s Jira is available in SaaS and on-premises. It provides a dashboard forsoftware developers to connect on tasks, documents, and work�ows. Integrationwith Hipchat provides users with real-time communication, while Jira Portfolioallows project managers to track work from a portfolio level.

FoxPlan’s offering allows unlimited users to work in a single workspace.Communication and projects are centrally located, allowing managers to maintainactions, risks, and �les along with project milestones. It also allows users to createsealed environments to let users interact with clients through the software.

Genius Project’s offering is available as on-premises or SaaS. The solution allowsusers to share documents and track projects and budgets. It also integrates withGenius Live, Genius Project’s social collaboration platform.

In�ectra’s SpiraPlan comes in an on-premises and SaaS offering. The project-basedsolution provides users with a dashboard that displays the status for each ongoingproject. Users can upload documents to connect them with tasks and requirementsinside of a project. SpiraPlan also comes with built-in instant messagingcapabilities that allow users to communicate with each other and comment onpieces of a project.

EntrySoftware

TeamHead-quarters

TeamHeadquarters is a project-based solution designed to allow users tocommunicate about the status of their projects. Managers have a project dashboardthat provides feedback on the status of each project and allows them to automateupdates to keep their team members on track.

Clarizen's collaborative work management solution brings together cross-companyproject management, con�gurable work�ow automation and purposefulcollaboration in an enterprise-grade platform. It provides a robust approach forwork management, with modules for planning, task and resource management.




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FIGURE 5 task-Driven Work Management tools (cont.)

Task-driven

Vendor Tool Profile

LogicSoftware

Mavenlink

EasyProjects

Mavenlink

Logic Software’s project management solution Easy Projects is available in an on-premises and SaaS offering. It has capabilities for tracking project pro�tability,scheduling, and available resources. Easy Projects allows project managers to setprioritized task lists for each employee and sends email noti�cations for upcomingdeadlines.

Mavenlink is a SaaS product designed for small to medium-sized companies.Mavenlink’s communication, tasks, and �le-sharing features are all based aroundcentralized projects. The solution also has a robust �nancial management feature,automatically linking expenses and invoices to tasks and projects.

LiquidPlanner’s SaaS offering provides users with project-based scheduling whilemaintaining visibility from the portfolio level. It funnels work into a shared teaminbox, creating checklists for team members to �ll in as they complete tasks andthrough conversations that are connected to each task.

LiquidPlanner

LiquidPlanner

LeanKit’s SaaS offering is a visual project management tool designed to keep teamson track. LeanKit provides users with a Kanban view of their project �ow to visualizehorizontal and vertical work�ow processes. It also has reporting and analyticscapabilities to help project managers measure the effectiveness of their processes.

LeanKitLeanKit

InLoox

Knowify

InLoox

Knowify

InLoox’s project management solution comes in an on-premises and SaaS offering.Its dashboard creates a timeline for each project, updating users on the actions ofothers. InLoox also provides robust resource, budget, and document managementtools.

Knowify is cloud-based software designed for small to medium-sized businesses.The product combines administrative tools with project management to give usersreal- time updates on their performance. It also integrates with QuickBooks,automatically syncing transaction data with it.

Jixee is a SaaS offering designed to help software developers manage theirprojects. It combines the look of popular consumer apps with traditional apps tosimplify the user’s view of the development cycle. Jixee integrates with commoncommunication Stools like Github and Slack to encourage team collaboration.

Jixee Jixee

Orbisoft TaskManager

Orbisoft’s Task Manager software is designed for teams to track tasks, jobs, andprojects. The software has built-in reporting features to update users on upcomingdeadlines. It also integrates with Microsoft Outlook.




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Task-drivenVendor Tool Profile

TeamworkPM

TeamworkPM

Teamworkprojects is a SaaS solution centered around project management. Itprovides a dashboard overview of all ongoing projects and more granular featureswithin each project. Teamworkprojects also integrates with teamworkchat to providemore collaborative capabilities.

Strongstep’s Scraim is a SaaS solution targeted at software development teams. Itoffers ready-made development processes to keep development teams on track.Scraim combines tracking capabilities for issues, team allocation, and resourceallotment with collaboration tools. It also gives project managers a project dashboardview and budget-planning capabilities.

Strongstep Scraim

ProofHub

ProTasker

ProofHub

ProTasker

ProofHub’s SaaS work management tool is based around projects while giving teammembers built-in collaboration capabilities. Project managers can control visibilitysettings for each team member, and users can discuss projects through live chat,discussion boards, and notes. ProofHub also delivers robust tracking capabilities,allowing users to track project statuses through milestones, Gantt Charts, andtime sheets.

ProTasker’s SaaS project management solution is designed for small to-medium-sized businesses. Users can create a list of tasks within each project to managetasks by employee. ProTasker also provides users with a centralized client manage-ment location to make client information accessible to the whole team.

Planbox

Planview

Planbox

ProjectPlace

Planbox is a SaaS project management solution that balances projects andcollaboration. It gives project managers the ability to create deadlines and prioritizethrough a custom setup. Planbox gives team members the ability to collaborate inreal time, track their time, and manage to-do lists.

Planview’s ProjectPlace is a SaaS offering designed for team project execution. Itallows teams to collaborate on projects by communicating directly on documents,tasks, and activities. ProjectPlace also integrates with Planview’s enterprise portfoliomanagement solution to give users a wider portfolio view.

Podio Podio Podio’s project management offering provides �le-sharing and task management andintegrates with popular of�ce tools. The tool allows users to gather everything relatedto a project on a single page to attach �les, view progress, and collaborate in realtime.




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Task-drivenVendor Tool Pro�le

UplandSoftware

WorkBookSoftware

Workfront

Wrike

EPM Live

WorkBook

Workfront

Wrike

Upland Software’s EPM Live is a cloud-based platform that combines projectmanagement and collaboration tools. The solution provides users with robustresource management capabilities and communication tools that mirror consumersocial media functionality. EPM Live also has a Kanban Planner that allows projectmanagers to visualize their progress through a work�ow.

WorkBook is a SaaS offering that provides traditional project managementcapabilities, including tasks, time tracking, and resource management tools. It alsointegrates with emails to manage client interactions. WorkBook userscan use the integrated features like CRM, �nance, and accounting, or WorkBookcan integrate with existing tools in the company.

Workfront is a cloud-based work management solution designed for tech manage-ment, marketing, and services professionals. The solution provides users with project and portfolio management in one place while allowing project managers to budget resources and workloads among their teams. Individuals receive a single work queue to help them balance and prioritize their time.

Wrike is a SaaS solution designed for collaborative and creative professionals. Userscan break projects into tasks and subtasks to track overall progress and individualcontributions. Wrike provides visibility into ongoing projects and employee progress.Users can connect their email with Wrike and create tasks directly from messages.Wrike also integrates with a wide range of popular applications.

ZohoProjects

Zoho Zoho Projects is a project management solution that is available in a SaaS offeringIt allows users to build custom work�ows, track bugs, and manage documents.Zoho Projects also has collaboration features to allow users to work with outsidevendors and consultants.




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What It Means

collaborative Work Management Fills the Bill For today’s info Workers

the merging of work management and collaboration will continue to evolve as organizations and EA professionals continue to seek better ways to win, serve, and retain their customers. We expect to see new vendors entering the market and existing vendors in both the project management and collaboration markets enhancing their current offerings. companies thinking about investment should consider that:

› CWM targets personas over vertical functionality. regardless of industry, today’s economy is increasingly software-driven. cross-organizational initiatives that require sharing digital deliverables with coworkers and customers are quickly becoming the standard. cWM solutions enable people to work together effectively and share information within the context of the activity without having to switch applications.

› The real power will come when enterprises adopt and adapt. While many of these tools have seen exponential growth in their user bases, conversation-driven tool implementations still tend to be small in scale and targeted at teams. task-driven solution implementations are larger; however, team or department implementations still outpace enterprise implementations. As companies continue to scale digital initiatives that rely on distributed teams that need to share information in real time, cWM vendors can fill the gap between the formal planning that project managers require and the activities their teams perform.

› Tools should be regarded as part of a larger planning- or process-driven ecosystem. Great user experience has made these tools addictive for many information workers, and as a result, a number of the tools that started out firmly in one market or the other are enhancing their capabilities to attract more enterprise clients. using these solutions as part of a larger planning ecosystem can improve resource and performance management because, with higher adoption, companies can gather more-relevant data to provide realistic and valuable information. select a vendor with a road map that supports a strong strategy for integration into requisite enterprise tools. these tools won’t replace formal planning in project portfolio management tools in the short term, but as they continue to evolve, they will contend.




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supplemental Material

Survey Methodology

Forrester’s Business technographics® Global Applications And collaboration Workforce survey, 2014 was fielded in september through october 2014 of 7,000 information workers makers located in Australia/new Zealand, Brazil, canada, china, France, Germany, india, united Kingdom and the united states from companies with two or more employees.

Forrester’s Business technographics provides demand-side insight into the priorities, investments, and customer journeys of business and technology decision-makers and the workforce across the globe. Forrester collects data insights from qualified respondents in 10 countries spanning the Americas, Europe, and Asia. Business technographics uses only superior data sources and advanced data-cleaning techniques to ensure the highest data quality.

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Affinitylive

Asana

Atlassian

central Desktop

clarizen

Entry software

eXo platform

Foxplan

Genius project

Glip

huddle

Knowify

liquidplanner

Mavenlink

planview

planbox

podio

rally software Development (now part of cA technologies)

redbooth

smartsheet

trello

upland software

Workbook software

Wrike

Companies Interviewed For This Report

Endnotes1 source: Forrester’s Business technographics Global Applications And collaboration Workforce survey, 2014.

2 Forrester’s workforce data shows that nearly two-thirds of employees who are partner-focused and two-thirds of those who are holistically oriented each use 12 or more applications. Fifty-three percent of colleague-focused and 48% of client-focused ecosystem engineers use similar levels of apps. see the “how to Build A technology plan that sustains Employee Engagement” Forrester report.

3 source: Forrester’s Business technographics Global Applications And collaboration Workforce survey, 2014.

4 the benefits of enterprise social software are becoming clearer, highlighting new challenges and opportunities. Designed to help workers create and access content and expertise more effectively across organizational and geographic boundaries, successfully adopted enterprise social solutions can become their own worst enemies if the generation of social content overwhelms the solution’s capacity for filtering and organizing it, thus diminishing the probability that users access the right information at the right time. see the “Brief: Analytics separates signal From noise on Enterprise social” Forrester report.

5 Winning, serving, and retaining customers is the rallying cry defining customer-activated communication and collaboration (cAcc). unified communications is mature, and the time is ripe for a new wave of innovative technology. see the “say Goodbye to uc; it’s time For customer-Activated communication And collaboration” Forrester report.






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