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DMG Consulting LLC is the leading provider of market research and consulting services for contact centers, including real-time analytics, quality management (QM), liability recording, performance management, speech analytics, surveying/feedback, coaching and eLearning. We dedicate over 6,000 hours annually to original market research analyzing the vendors, offerings and best practices in these dynamic markets.
We Raise the Industry Standard
This is the inaugural edition of DMG Consulting LLC’s Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solutions. This Report is a comprehensive guide to the world of contact center analytics and covers the two newest market entrants, customer experience analytics (CEA) and desktop analytics (DA). This Report is designed to help contact center and IT decision-makers identify, assess and select the optimal analytical applications for their contact centers. It also “debunks” some of the claims about these emerging technology sectors by providing an in-depth analysis of their functional capabilities.
Contact center analytics is a group of solutions that provides managers with tactical and strategic actionable insights and recommendations. These tools capture, structure and analyze data in order to find patterns and provide guidance or recommend actions to address issues, challenges, and/or opportunities.
Customer experience analytics and desktop analytics are the two newest analytical solutions to enter contact centers. Customer experience analytics is an externally-oriented application that assesses the customer experience during every touch point (self-service, agent and fulfillment), while desktop analytics is an internally-focused solution that critiques departmental performance and the agent experience with desktop servicing applications.
DMG’s Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solutions covers vendors, products, technology, functionality, market activity, projections, benefits, return on investment (ROI), customer perceptions, trends, challenges, implementation best practices and pricing. This Report can be used to guide your solution selection process by helping identify the right analytics applications for your contact center and then the best vendors - an incumbent with a workforce optimization suite or IVR solution, or a stand-alone provider - to deliver these solutions for you.
Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solution is essential for all contact center managers and executives understand contact center analytics looking to increase productivity and effectiveness, enhance their customers’ experience, improve customer loyalty and quality, grow revenue, and reduce cost.
This Report helps you:
- Gain an understanding of contact center analytics, the various applications, and which ones will help your organization achieve its goals.
- Discover how emerging contact center analytics, and specifically CEA and DA, help decrease operating costs by reducing agent call volumes and average handle time while enhancing the customer experience.
- Understand how customer experience analytics helps you identify and fix sub-optimal technology and processes that are costly and negatively impacting your brand.
- Learn how desktop analytics rapidly identifies agent training needs, system performance issues and inefficient workflows and processes in your desktop servicing environment.
- Find out how to use CEA and DA to increase first call resolution and reduce call transfers and holds.
- Get a comprehensive and objective analysis of the CEA and DA market landscape, the key players, and their functional and technical capabilities.
Learn More: To learn more about DMG Consulting LLC's Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solutions Report contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com.
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