NEW! 2009 Hosted/Managed Service IVR Market Report
After years of relative quiet, the IVR market is attracting a lot of attention and investment dollars. Sales of IVR are now growing rapidly based on the strength of new applications and product innovation from the highly competitive hosted/managed service providers. The recession has sped up the pace of adoption and infused life into the hosted/managed service IVR market. Organizations of all types – companies large and small, governments, higher education, non-profits, etc. – that previously bypassed hosted/managed service IVR offerings are not only considering these offerings, but making commitments. Learn more.

NEW! Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solutions Report
Desktop analytics provides transparency into how agents interact with their servicing applications, eliminating the last black hole in contact centers.  CEA solutions measure the customer experience throughout the service lifecycle. These applications are delivering cost savings of 5% - 10% to organizations. When implemented properly, they help managers achieve their cost savings goals while improving the customer and agent experience. In short, they are a gift for our troubled times. Learn more.

NEW! 2009 Contact Center and Enterprise Performance Management Market Report
The contact center and enterprise performance management (CCPM) solutions market is growing at a healthy rate despite the worldwide economic slowdown and tighter IT budgets. CCPM vendors are countering these challenges by providing innovative packaged solutions, stand-alone modules or rapid deployment solutions that provide quicker implementations, fewer resource requirements, lower costs, and more rapid ROI. Learn more about these products whose adopters say that they cannot imagine operating their contact centers without these solutions.

2008-2009 Quality Monitoring/Liability Recording Product and Market Report
The QM/Liability Recording (Workforce Optimization) market grew to record levels in 2008.  Growth is being fueled by customer-driven innovation and the inclusion of analytical applications that can help improve agent performance, enhance customer experience and retention, and drive productivity and revenue.  This new Report provides insight into the vendors, solutions and innovations driving market growth and giving contact centers a competitive edge, even during a recession.  Learn more.

2009 Contact Center Workforce Management Market Report
Workforce Management (WFM) is one of the leading productivity enhancement tools available for contact centers. Managed properly, WFM can trim 10-20% from your contact center expenses without jeopardizing service levels or the customer experience. Today’s solutions are easier to use and help you staff efficiently and accurately in multi-site, multi-channel and multi-skilled environments. New modules for long-term, strategic planning will help you properly hire staff, perform toward business goals, and be ready to succeed when the economy recovers in 2011. In this report, learn why WFM sales are growing and how this tool might be the ultimate recession “buster” for contact centers.    Learn more.