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1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Desktop Analytics?
4.1 Definition of Desktop Analytics
4.2 Vendor Definitions of Desktop Analytics
4.3 Desktop Analytics vs. Screen Capture
5. Levels of Desktop Analytics Functionality
5.1 Activity Tracking
5.2 System Performance
5.3 Process Analytics
5.4 Workflow
5.5 Agent Guidance
6. Desktop Analytics Market Trends and Challenges
6.1 Trends
6.2 Challenges
7. Product Innovation
7.1 New Features
7.2 Planned Innovation
8. Market Activity Analysis
8.1 Validating Market Activity Numbers
8.2 Market Share Analysis
9. Adoption Rate of Desktop Analytics
10. Desktop Analytics Market Projections
11. Desktop Analytics Competitive Landscape
11.1 WFO Competitors
11.2 The Future of the DA Sector
11.3 Future of DA Applications
12. Service Delivery Models
12.1 DMG Consulting Service Delivery Definitions
12.2 Service Delivery Options for Desktop Analytics
13. Desktop Analytics Uses, Benefits and ROI
13.1 Contact Center Uses and Benefits
13.2 Back-Office Uses and Benefits
13.3 Enterprise Uses and Benefits
14. ROI
15. Using Desktop Analytics to Improve Other Processes
16. Real-Time Capabilities
16.1 Real-Time Alerts
16.2 Real-Time Guidance
16.3 Next-Best Action
17. Desktop Analytics Vendors and Products
17.1 Company Snapshot
17.2 Vendor Strategies
17.3 Vendor Product Overview
17.4 Vendor Product Offerings
17.5 Packaged Offerings
17.6 Small and Mid-Sized Business (SMB) Offerings
18. Technical and Functional Analysis
18.1 Technical Capabilities
18.2 Detailed Product Analysis
18.2.1 Integration
18.2.2 System Security
18.2.3 Administration
18.2.4 Dashboards, Reporting and Analytics
19. Implementation Analysis
19.1 Implementation Best Practices
19.2 Training, Documentation and Professional Services
20. Desktop Analytics Vendor Satisfaction Analysis
20.1 Summary-Level of Survey Findings and Analysis
20.2 Detailed Survey Findings and Analysis
20.3 Customer Insights
21. Pricing
21.1 Licensed/Premise-Based Pricing Model
21.2 SMB Licensed Model (50-seat implementation)
21.3 Usage-Based Licensed Model
22. Company Reports
22.1 Cicero
22.2 Enkata
22.3 NICE Systems
22.4 OpenSpan
22.5 Voice Print International
22.6 Verint Systems
Appendix: Desktop Analytics Vendor Directory
Table of Figures
Figure 1: DMG's 2009 Definition of Contact Center Desktop Analytics
Figure 2: Desktop Analytics Re-defined
Figure 3: Vendor Definitions of Desktop Analytics
Figure 4: Comparing the Benefits of Screen Capture vs. Desktop Analytics
Figure 5: Desktop Analytics Trends
Figure 6: Challenges
Figure 7: New Product Features
Figure 8: Application Enhancements
Figure 9: Market Activity as of 12/31/10
Figure 10: DA Implementation Analysis by Vendor, as of 12/31/10
Figure 11: DA Market Projections, 2011 to 2014
Figure 12: Desktop Analytics Competitive Landscape
Figure 13: Future of the Desktop Analytics Market
Figure 14: Service Delivery Models
Figure 15: Service Delivery Options
Figure 16: Desktop Analytics Uses
Figure 17: Contact Center Uses and Benefits
Figure 18: Back-Office Uses and Benefits
Figure 19: Enterprise Uses and Benefits of Desktop Analytics
Figure 20: Return on Investment (ROI)
Figure 21: Real-Time Desktop Analytics Analysis
Figure 22: Desktop Analytics: Real-Time Prompts
Figure 23: Company Information
Figure 24: Vendor Strategy
Figure 25: Product Analysis
Figure 26: Products and Modules (those that are sold separately)
Figure 27: Product Analysis
Figure 28: Product Analysis
Figure 29: Technical Capabilities
Figure 30: Desktop Analytics Detailed Functional Analysis
Figure 31: Integration
Figure 32: Security
Figure 33: Administration
Figure 34: Dashboards and Reporting and Analytical Capabilities
Figure 35: Vendor Implementation Analysis
Figure 36: Vendor Implementation Analysis
Figure 37: Training, Documentation and Professional Services
Figure 38: Customer Survey Rating Categories
Figure 39: Average Satisfaction Ratings by Category
Figure 40: Product Satisfaction Ratings by Category
Figure 41: Product Ease of Configuration/Use/Maintenance Satisfaction Ratings
by Customer
Figure 42: Ease of Integration with Third-Party Applications Satisfaction Ratings
by Customer
Figure 43: System Flexibility Satisfaction Ratings by Customer
Figure 44: Product Feature Set Satisfaction Ratings by Customer
Figure 45: Ability to Monitor and Report on System Performance across All
Applications Satisfaction Ratings by Customer
Figure 46: Ability to Create and Modify Business Rules Satisfaction Ratings
by Customer
Figure 47: Workflow Automation Satisfaction Ratings by Customer
Figure 48: Ability to Monitor, Track and Measure All Desktop Activity Satisfaction
Ratings by Customer
Figure 49: Ability to Deliver Real-Time Agent Guidance or Coaching Based on
Desktop Activity Satisfaction Ratings by Customer
Figure 50: Ability to Recognize and Capture Details about Multi-Step
Business
Processes that Span Several Software Applications or Departments
Satisfaction Ratings by Customer
Figure 51: Ability to Customize Dashboards and Work Interactively with Data and
Data Views Satisfaction Ratings by Customer
Figure 52: Historical Reporting Satisfaction Ratings by Customer
Figure 53: Real-Time Reporting Satisfaction Ratings by Customer
Figure 54: Implementation Satisfaction Ratings by Customer
Figure 55: Training Satisfaction Ratings by Customer
Figure 56: Workshop Satisfaction Ratings by Customer
Figure 57: Service and Maintenance Satisfaction Ratings by Customer
Figure 58: Professional Services Satisfaction Ratings by Customer
Figure 59: Innovation and Responsiveness to Product Enhancement Requests
Ratings by Customer
Figure 60: Product Pricing Satisfaction Ratings by Customer
Figure 61: Overall Satisfaction Ratings by Customer
Figure 62: What were the top 3 to 5 primary drivers in your decision to purchase a
desktop analytics solution?
Figure 63: What are the top 3 to 5 benefits that you derive from using desktop
analytics?
Figure 64: What are the top 3 to 5 ways that you are using desktop analytics?
Figure 65: What business units in your company are using information
identified by
your desktop analytics application?
Figure 66: What does your vendor excel at?
Figure 67: Customer Verbatims: What can your vendor do better?
Figure 68: Customer Verbatims: What product enhancements would you like
to see?
Figure 69: Customer Verbatims: What is the most significant "discovery" you have
made from using desktop analytics?
Figure 70: Customer Verbatims: Please provide any additional comments about
your experience with the vendor and/or product.
Figure 71: 2011 Desktop Analytics Price Ranges - Licensed Model
Figure 72: Speech Analytics Price Ranges by Cost Category - Licensed Model
Figure 73: DA Pricing Ranges - Licensed Model, 2009 vs. 2011 Comparison
Figure 74: Desktop Analytics Costs - Licensed Model (500-seat implementation)
Figure 75: Desktop Analytics Costs - Licensed Model (250-seat implementation)
Figure 76: Desktop Analytics Costs - Licensed Model - SMB (50-seat
implementation)
Figure 77: Desktop Analytics Licensed Model - Usage-Based Pricing
Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.
Order Information
To order a copy of the Desktop Analytics Product and Market Report contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.
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