NEW! 2011 – 2012 Hosted Contact Center Infrastructure Market Report
Following the trend of the past four years, 2011 saw continued growth in sales of hosted contact center infrastructure solutions. New market entrants, converging market trends, the need for virtual, multi-channel and flexible servicing infrastructures, and a slowly recovering economy have contributed to a "perfect storm" in which cloud-based contact center infrastructure solutions are the winners.  Hosted contact center infrastructure vendors continue to improve system performance and scalability and make significant investments in product enhancements and new functionality to come closer to functional parity with premise-based leaders. The pace of adoption is accelerating and is expected to continue to pick up momentum particularly in larger contact center environments. Hosting is readily accepted by small and mid-sized organizations. Increasingly, it’s the acquisition model of choice for complex solutions, like hosted contact center infrastructure, because many companies do not have internal resources to support them.  Learn more.

NEW! 2011 - 2012 Desktop Analytics Product and Market Report
Desktop analytics remains an emerging and not well-known application that is rapidly evolving from its tactical heritage into a strategic capability that addresses three important challenges: capturing, measuring and analyzing all agent desktop activities (referred to as activity tracking); providing real-time guidance; and enabling process automation and workflow. DA capabilities, which can be sold on a stand-alone basis, are also finding their way into third-party applications designed for customer relationship management (CRM), quality assurance (QA), speech analytics (SA), contact center workforce optimization (WFO) and back-office WFO suites. Learn more.

NEW! 2011 Workforce Optimization (Quality Management/Liability Recording) Mid-Year Market Share Report
2011 started well for workforce optimization vendors. Overall company GAAP revenue increased by 16.0%, from $1,468.1 million in the first half of 2010 to $1,702.3 million in 2011. Contact center WFO revenue numbers were strong during the first half of 2011, growing by 7.9% from the same period in 2010; revenue increased from $522.1 million to $563.4 million. On a dollar basis, NICE was the largest contributor to this growth, but most of the other 26 leading and contending WFO vendors analyzed in DMG Consulting’s 2011 WFO Mid-Year Market Share Report also performed well and contributed to the market’s growth. Learn more.

NEW! 2011 - 2012 Speech Analytics Product and Market Report
In the midst of a challenged economy, when corporate and IT budgets are strained, this technology sector has flourished. With the number of implementations growing from 25 in 2004 to 3,170 in 2010, the compounded annual growth rate (CAGR) of speech analytics implementations between 2004 and 20109 was 124%. Between 2009 and 2010, the number of implementations grew from 2,592 to 3,170, an increase of 22%. DMG Consulting expects that the speech analytics market will continue to enjoy strong momentum over the next several years, with projected growth rates of 42% in 2011, 32% in 2012, 25% in 2013, and 20% in 2014. Another strong market trend is the increase in speech analytics seats for both WFO vendors as well as stand-alone speech analytics providers. Learn more.

NEW! 2011 - 2012 Contact Center Performance Management Benchmark Study and Market Report
The 2011 – 2012 Center Performance Management Benchmark Study and Market Report is based upon the results of DMG’s benchmark study, which focused on how end-user organizations are utilizing contact center performance management to enhance their operating environment, drive performance improvements, and support enterprise goals. The Report discusses the significance of each finding from the benchmark survey, as well as its implications for CCPM vendors and the market. It provides a comparative functional analysis showing how each of the leading and contending CCPM vendors addresses the issues most important to end users around the world. DMG Consulting's 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report is designed to help enterprise and contact center leaders select the right CCPM solution to enhance their operations and share data on a timely basis with relevant managers throughout their company. Learn more.

NEW! 2011 Proactive Customer Care Product and Market Report
Proactive customer care is an emerging solution that delivers benefits to enterprises, contact centers, agents and consumers. It is a surprisingly effective solution that should be part of every company’s and business’s customer experience strategy. PCC solutions contribute to the success and profitability of companies of all sizes by helping to generate incremental revenue, reduce costs and increase customer loyalty. The 2011 Proactive Customer Care Product and Market Report is the most complete guide to the proactive customer care market, providing an in-depth analysis of this rather unique IT sector. Learn more.