Digital Desktop Complexity Reaches Breaking Point: Delphi Framework Points Toward a New Category of Software that Solves Desktop Complexity

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Delphi Releases Research Note on Real-time Desktop Guidance

All of the current approaches to reducing desktop complexity for the knowledge worker need to move closer to delivering a real-time capability for guidance and navigation. - Tom Koulopoulos, CEO Delphi Group

Delphi Group, strategic business advisors and technology market makers, today announced the publication of a new Research Note, “The Delphi Curve for Real-time Desktop Guidance,” which compares products and services intended to guide knowledge workers through increasingly complex enterprise desktop environments in real time – in much the same way that a GPS system guides a driver. The spectrum of tools examined range in business effectiveness and perceived customer value from passive “Help” systems at the low end to proactive Business Process Guidance systems at the high end of the curve.

The Note follows a recent study conducted by Delphi which found that more than 30% of all knowledge workers have 12 or more windows open on their desktop simultaneously, causing serious problems with accuracy, productivity, and responsiveness in business-critical environments such as call centers and back office financial functions. A variety of solutions have evolved to deal with this problem, the most effective of which is Business Process Guidance or Real-time Desktop Guidance. RTDG is aware of the activity on the user’s desktop and guides them through the processes at hand by providing a listing of the most likely options and alternatives available to the user.

According to Tom Koulopoulos, CEO and President of Delphi Group, “All of the current approaches to reducing desktop complexity for the knowledge worker need to move closer to delivering a real-time capability for guidance and navigation. Players currently well positioned in the BPM space may do so through acquisition. Other emerging players, such as Panviva with its BPG solution SupportPoint, provide both software to guide workers in real-time through complex systems as well as services that address the fundamental problem of poorly-architected information systems.”

Delphi expects that desktop complexity will continue to increase dramatically, as will the number of vendors paying closer attention to the challenge.

The complete Research Note is available free of charge at Delphi Group Research.

About Delphi Group
For more than 20 years Delphi has been providing unparalleled insight at the intersection of business and technology. We are "Strategic Business Advisors and Technology Market Makers" - what we call biztech. No other advisor provides Delphi Group's depth of understanding in our areas of coverage. We dedicate our company to the evolution of these markets and build successful communities of providers and end-users around them. For more information, visit http://www.delphigroup.com.

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