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Since introducing the term contact center performance management (CCPM) to the market in 2007, DMG Consulting has devoted significant resources to analyzing this important IT and contact center sector. The 2011 – 2012 Center Performance Management Benchmark Study and Market Report examines the CCPM market and solutions from the perspective of end users around the world. The 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 survey responses and accompanying analysis represent a fresh an innovative approach to evaluating the CCPM market.
Using the benchmark survey results as a backdrop, this Report provides an in-depth evaluation of how well leading and contending CCPM vendors are delivering the functionality that end users need to improve the performance of their contact centers. DMG’s 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report discusses the significance of each finding from the benchmark study, as well as its implications for CCPM vendors and the market. This is followed by a side-by-side 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.
DMG Consulting interviewed the leading and contending CCPM vendors to identify and assess how they address the critical end-user challenges identified by the benchmark study. The vendors analyzed are: Aspect, Enkata, HardMetrics, KnoahSoft, Merced, NICE, Verint and VPI. The 125-page Report helps you:
- Understand what CCPM is and why it is a "must-have" for companies committed to improving overall performance, operational effectiveness and customer satisfaction
- Learn how enterprises are successfully applying CCPM, and the benefits that these solutions are yielding for their constituencies
- Discover the functional and technical differences between the various CCPM solutions and which of the offerings will give you the best value for your money
- Glean insights about how to build a successful CCPM program by learning how organizations address the following: real-time and historical CCPM, performance management and KPIs, scorecards and dashboards, CCPM data feeds, and pay-for-performance
- Compare the vendors’ technical, functional, data integration and implementation capabilities, and examine how leading and contending CCPM vendors deliver the functionality and capabilities needed and desired by end users
- Gain a detailed understanding of the confusing CCPM competitive landscape, and learn about the offerings from leading and contending providers
- Find out about the new functionality that the vendors plan to deliver over the next 12 – 18 months
Learn More
To learn more about DMG Consulting’s 2011-2012 Contact Center Performance Management Benchmark Study and Market Report contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.
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