NEW!2013-2014 Contact Center Workforce Management Market Report
Revitalized interest is driving a long overdue transformation of these mission-critical applications that are capable of delivering substantial and proven productivity improvements to contact centers. Vendors are responding to the opportunity and demand by delivering enhanced solutions with improved user interfaces (UIs) and enhanced functionality with more flexible features to accommodate complex multi-channel environments. Macro-trends in the market, namely the growth of multi-channel contact centers, growing interest in back-office/branch WFM capabilities, the challenges of managing Millennials, as well as the at-home-agent workforce, the growing number of large multi-national implementations and an increasing global footprint, are converging to intensify the relevance of and need for these solutions. End users have more choices than ever before, thanks to European market contenders and emerging competitors who are introducing new approaches and cost-effective solutions. Learn more.

NEW!2012 - 2013 QM/Liability Recording (WFO) Product and Market Report
The contact center WFO market has consistently delivered excellent results in all but one of the past ten years, and 2012 is no exception. As of the end of the first half of 2012, total company revenue for all of the vendors that compete in this sector increased by 8.8%, from $1,244.3 million in the first half of 2011 to $1,354.3 million in the first half of 2012. Contact center WFO revenue grew from $563.4 million to $615.4 million between the first half of 2011 and first-half 2012, an increase of 9.2%. Contact centers represent the single largest component of the WFO sector, and its momentum is clearly strong. Learn more.

NEW!2012 - 2013 Speech Analytics Product and Market Report
Speech analytics is still very exciting and has great potential for its users. While it is maturing, and some of the applications have evolved enough to be considered second generation, it is still new. Companies are just beginning to figure out how speech analytics findings can enhance their performance with customer insights and feedback that can be used to improve the customer experience, identify new product ideas, highlight operational/system/product/procedural issues, reduce operating costs, improve first contact resolution rates, and increase staff satisfaction. Enterprises that are willing to make the necessary investments to change how they do business can realize very significant benefits. Learn more.

2012 - 2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report
The 2012-2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report reveals how social networking is challenging organizations to reevaluate their approach to customer service and how to address this new multi-channel servicing opportunity.  DMG predicts that within five years the number of relevant social media interactions will be equal to the number of phone interactions, with 70%-80% of them being service-oriented and requiring attention. The challenge is that most contact centers have not kept pace with the social revolution. They are uncertain about how to evolve their organization and technology infrastructure to support these interactions and integrate them into their overall servicing strategy.  The 2012-1013 Social Media Customer Service/Contact Center Product and Best Practices Market Report is the only industry research report of its kind. It provides practical, actionable advice for organizations that are ready to embrace the use of social media for customer service. Learn more.

2012 - 2013 Cloud-Based Contact Center Infrastructure Market Report
The cloud-based contact center infrastructure market is booming and showing no signs of slowing. The concept of cloud-based solutions is increasingly capturing the imaginations and pocketbooks of IT and business leaders, as well as chief financial officers (CFOs), who see it as a highly effective method for acquiring technology without a major capital outlay, lower start-up and integration costs and no upgrade fees and with reduced risk. Besides the financial benefits  contact centers are finding it compelling not to have to purchase, set up, maintain and upgrade hardware and software. Once freed from this burden, managers can dedicate their time and resources to optimizing the business aspects of the solutions. Learn more.