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Desktop analytics (DA) is a sector that is still emerging, but these applications have rapidly evolved into sophisticated process analytics and automation solutions that many organizations now perceive as strategic for the front and back office. Whether in a 25-seat or multi-thousand-seat environment, DMG research shows that once implemented, DA quickly becomes an essential application due its significant and quantifiable contributions.
Market-Leading Research
Desktop analytics is the newest entrant in the area of contact center analytical applications. While not yet well-known, DA is 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. The more sophisticated DA solutions can improve the performance of servicing applications by providing a processing framework and workflow capabilities that can be used to enhance the capabilities of the underlying solutions.
This is the inaugural edition of DMG Consulting LLC’s Desktop Analytics Product and Market Report. (DMG introduced DA to the market in our 2009 industry report on emerging contact center analytics.) The 2011 - 2012 Desktop Analytics Product and Market Report covers vendors, products, technology, functionality, market activity, projections, benefits, return on investment (ROI), trends, challenges, uses, implementation best practices and pricing. The Report explains how desktop analytics provides transparency and insights into what agents and back-office employees are doing at their desktops, information that is not available from any other application. It defines various aspects of the desktop analytics market in order to establish standard definitions that will help end users better understand the various solutions available today.
The 2011-2012 Desktop Analytics Product and Market Report is the most comprehensive, fact-based and timely analysis of this technology sector. The Report covers four leading vendors in-depth, and two emerging solutions at a high level. The four DA vendors covered in detail are: Cicero, NICE, OpenSpan and Verint. Enkata and VPI are analyzed at a less detailed level because they are either in the process of building their desktop analytics solution or have a relatively new product.
The 2011 - 2012 Desktop Analytics Product and Market Report is designed to help business and IT decision-makers identify, assess and select the right desktop analytics vendor and capabilities for their operating environment.
Key components of this Report are:
- High-level explanation and overview of desktop analytics applications
- Trends and challenges that are driving and impeding the adoption of these solutions
- Definition of DA
- Current and projected uses and applications of DA for contact centers and other enterprise groups
- Overview of the emerging DA competitive landscape, including detailed company reports and product assessments
- Market share and activity analysis, including current adoption rates
- DA market projections for 2011 to 2014
- DA implementation best practices
- Benefits and ROI being realized by early adopters
- Customer satisfaction analysis for DA solutions, including detailed verbatims about products, implementations, professional services, training and more
- Detailed pricing analyses
- In-depth technical and functional side-by-side comparisons of competitors and products
- Comprehensive market directory
Learn More: To learn more about DMG Consulting LLC's 2011 - 2012 Desktop Analytics Product and Market Report, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com.
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