Table of Figures

Figure 1:       Vendor Definitions of Performance Management     
Figure 2:       Contact Center Performance Management Process     
Figure 3:       CCPM Process     
Figure 4:       CCPM Decision Framework     
Figure 5:       Contact Center Performance Management Common Building Blocks
Figure 6:       Ability to Drive Improvements     
Figure 7:       2012 CCPM Trends     
Figure 8:       CCPM Challenges     
Figure 9:       CCMP Implementation and CAGR, 2005 to 2008     
Figure 10:     Market Activity, as of April 2012     
Figure 11:     CCPM Market Share by Number of Seats, as of April 2012
Figure 12:     CCPM Market Share Analysis by Vendor, 2006 - 2012
Figure 13:     Contact Center Performance Management Projections, 2012 - 2015     
Figure 14:     New Product Features
Figure 15:     Future Application Enhancements
Figure 16:     What third-party applications feed into your CCPM solution?
Figure 17:     Common Contact Center KPIs, by Category
Figure 18:     What are the top three to five benefits you have gained from using
                     the CCPM solution?
Figure 19:     The Balanced Scorecard Process
Figure 20:     Creating Balanced Scorecards
Figure 21:     The Benefits of Contact Center Scorecards
Figure 22:     Balanced Scorecards
Figure 23:     Real-Time Contact Center KPIs
Figure 24:     High-Level Summary of Real-Time CCPM Capabilities
Figure 25:     Real-Time Capabilities
Figure 26:     CCPM Coaching Process
Figure 27:     Summary of Vendor Coaching Capabilities
Figure 28:     CCPM Vendor Benefits
Figure 29:     Vendor ROI Analysis
Figure 30:     Vendor Implementation Analysis
Figure 31:     Vendor Implementation Analysis
Figure 32:     Maintenance and Support     
Figure 33:     Training and Documentation     
Figure 34:     Professional Services     
Figure 35:     CCPM Competitive Landscape     
Figure 36:     Customer Survey Rating Categories     
Figure 37:     Average Satisfaction Ratings, by Category     
Figure 38:     Product Satisfaction Ratings by Category     
Figure 39:     Product Ease of Set-Up/Use/Maintenance Satisfaction Ratings,
                     by Customer     
Figure 40:     Product Ease of Integration with Third-Party Applications Satisfaction
                     Ratings, by Customer     
Figure 41:     Product Ease of Data Import/Export Satisfaction Ratings, by Customer     
Figure 42:     System Flexibility Satisfaction Ratings, by Customer     
Figure 43:     Ability to Create Role-Based Dashboards Satisfaction Ratings,
                     by Customer     
Figure 44:     Ability to Create Balanced Scorecards, Satisfaction Ratings, by Customer     
Figure 45:     Ability to Create/Modify/Customize KPIs, Satisfaction Ratings,
                     by Customer     
Figure 46:     Real-Time Capabilities Satisfaction Ratings, by Customer     
Figure 47:     Alerting Satisfaction Ratings, by Customer     
Figure 48:     Workflow/Business Process Management Capabilities Satisfaction
                     Ratings, by Customer     
Figure 49:     Ability to Provide Actionable Findings Satisfaction Ratings,
                     by Customer     
Figure 50:     Reporting and Analytics Satisfaction Ratings, by Customer     
Figure 51:     Implementation Satisfaction Ratings, by Customer     
Figure 52:     Professional Services Satisfaction Ratings, by Customer     
Figure 53:     Training Satisfaction Ratings, by Customer     
Figure 54:     Service and Maintenance Satisfaction Ratings, by Customer     
Figure 55:     Product Innovation Satisfaction Ratings, by Customer     
Figure 56:     Responsiveness to Product Enhancement Requests Satisfaction Ratings,
                     by Customer     
Figure 57:     Vendor Communication Satisfaction Ratings, by Customer     
Figure 58:     Product Pricing Satisfaction Ratings, by Customer     
Figure 59:     Overall Satisfaction Ratings, by Customer     
Figure 60:     What third-party applications feed into your CCPM solution?     
Figure 61:     What is contact center performance management feedback used for?     
Figure 62:     What were your top three to five primary reasons for selecting your
                     contact center performance management solution?
Figure 63:     Please tell us why the application met your expectations.     
Figure 64:     Please tell us why the application did not meet your expectations.     
Figure 65:     What does your vendor excel at?     
Figure 66:     What can your vendor do better?     
Figure 67:     What type of product enhancements would you like to see?     
Figure 68:     Please feel free to provide any additional comments about your
                     experience with the vendor and/or product.     
Figure 69:     Price Ranges - Premise-Based Solutions     
Figure 70:     Price Range by Cost Category (Premise-Based Solution)     
Figure 71:     Pricing (Premise-Based Solution) 75 Agents (single site)     
Figure 72:     Pricing (Premise-Based Solution) 300 Agents (2 sites)     
Figure 73:     Pricing (Premise-Based Solution) 500 Agents (2 sites)
Figure 74:     Pricing (Hosted/Cloud-Based Solution) 75 Agents     
Figure 75:     Pricing (Hosted/Cloud-Based Solution) 300 Agents (2 sites)     
Figure 76:     Pricing (Hosted/Cloud-Based Solution) 500 Agents (2 sites)
Figure 77:     Pricing (Managed Service)     
Figure 78:     Company Information
Figure 79:     Vendor Performance Management Strategy     
Figure 80:     Products Performance Management Products and Modules     
Figure 81:     Packaged Offerings
Figure 82:     Small/Mid-Sized Offerings
Figure 83:     Service Delivery Table     
Figure 84:     High-Level Functional Summary     
Figure 85:     High-Level Technical Summary
Figure 86:     KPIs     
Figure 87:     Dashboards
Figure 88:     Sales Performance Management     
Figure 89:     Workflow/Business Process Management     
Figure 90:     Integration     
Figure 91:     Reporting and Analytical Capabilities     
Figure 92:     Archiving     
Figure 93:     Administration     
Figure 94:     Security     

Order Information
To order a copy of the 2012 Contact Center Performance Management Market Report contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.