1.   Executive Summary  
2.   Introduction  
3.   DMG Consulting Research Methodology   
      3.1      Report Participation Criteria 
4.   What is Contact Center Performance Management?   
      4.1      Contact Center Performance Management Defined  
      4.2      Vendor Definitions of Contact Center Performance Management
      4.3      Classic vs. Real-Time Contact Center Performance Management
      4.4      Why Contact Center Performance Management is More than Reporting
      4.5      Contact Center Performance Management Process  
      4.6      Fundamental Performance Management Terms
      4.7      CCPM Solution Building Blocks   
5.   First Call Resolution (FCR)
6.   Contact Center Analytics Empower Enterprises   
7.   Role of Performance Management and KPIs 
      7.1      Introduction to KPIs
      7.2      Leading KPIs for Various Contact Center Types
8.   Vendor Implementation Methodology and Best Practices
      8.1      Steps for Building a Successful Performance Management Program
9.   Contact Center Performance Management ROI and Benefits 
      9.1      Benefits of Contact Center Performance Management
      9.2      ROI from Contact Center Performance Management
10. State of the Contact Center Performance Management Market   
      10.1    Contact Center Market Trends   
      10.2    Contact Center Performance Management Market Trends   
      10.3    CCPM Challenges
      10.4    Market Consolidation 
11. Contact Center Performance Management Market Share Analysis 
      11.1    Validating Market Numbers  
12. CCPM Market Projections   
13. CCPM Market Penetration Rate   
14. Contact Center Performance Management Service Delivery Models   
      14.1    Service Delivery Options  
      14.2    Contact Center Performance Management Service Delivery Options  
15. Pricing  
      15.1    Price Ranges   
      15.2    What’s Included in Pricing
16. Contact Center Performance Management Vendor Snapshot 
17. Contact Center Vendor Offering History  
18. Vendor Strategy and Positioning   
19. Contact Center Performance Management Vendor Landscape (Buyers Guide)   
      19.1   Contact Center Performance Management Vendors  
                19.1.1     AIM Technology
                19.1.2     Aspect Software 
                19.1.3     Enkata   
                19.1.4     HardMetrics, Inc   
                19.1.5     Merced Systems  
                19.1.6     NICE Systems  
                19.1.7     Verint Systems  
                19.1.8     Voice Print International (VPI)
                19.1.9     SAS: Service Operations Optimization  
                19.1.10   Exony
                19.1.11   Metrica Systems  
20. Contact Center Performance Management Products 
      20.1    Full Performance Management Solutions
      20.2    Intermediate Offerings
      20.3    Quick-Start Programs (Modules)
      20.4    WFO Suites vs. Stand-Alone CCPM Solutions
21. Contact Center Performance Management Vendor Reference Analysis 
22. Contact Center Performance Management Detailed Functional and Technical Analysis 
      22.1    High-Level Functional Summary  
      22.2    High-Level Technical Summary  
      22.3    Detailed Technical Analysis 
      22.4    Security 
      22.5    Administration
      22.6    Business Process Management
      22.7    Archiving
      22.8    Integration   
      22.9    Reporting and Analytical Capabilities  
      22.10  Balanced Scorecards
      22.11  Dashboards
      22.12  Performance Management Modules  
      22.13  Appraisal Process Management
      22.14  Reward and Incentive Management
      22.15  Vendor Implementation Analysis 
      22.16  Training and Documentation 
      22.17  Small/Mid-Sized Applications  
      22.18  Professional Services 
      22.19  Licensing Model
23. Company Reports  
      23.1    AIM Technology
      23.2    Aspect Software 
      23.3    Enkata   
      23.4    HardMetrics, Inc   
      23.5    Merced Systems  
      23.6    NICE Systems  
      23.7    Verint Systems  
      23.8    Voice Print International (VPI)
24. Appendix: Performance Management Vendor Directory

Table of Figures
Figure 1:     Vendor Definitions of Performance Management
Figure 2:     Classic Performance Management ≠ Real-Time Performance Management
Figure 3:     CCPM Is More Than Reporting
Figure 4:     Contact Center Performance Management
Figure 5:     Contact Center Performance Management Process  
Figure 6:     Example of a Contact Center Balanced Scorecard
Figure 7:     Contact Center Performance Management Solution Map 
Figure 8:     Analysis of Call Completion Identification Methodologies 
Figure 9:     Contact Center Analytical Applications  
Figure 10:   Benefits of Contact Center Analytics
Figure 11:   Balanced View of Common KPIs for Contact Centers  
Figure 12:   Vendor Implementation Process and Best Practices
Figure 13:   Steps for Building a Successful CCPM Program  
Figure 14:   Contact Center Performance Management Benefits 
Figure 15:   Return on Investment from CCPM Offerings
Figure 16:   Vendor ROI and Benefits Analysis 
Figure 17:   CCPM ROI Benefits 
Figure 18:   Contact Center Market Trends for 2008
Figure 19:   CCPM Market Trends   
Figure 20:   CCPM Challenges
Figure 21:   CCPM Implementations and Percent Growth, 2005 to 2007
Figure 22:   CCPM Market Share Analysis by Vendor, as of December 31, 2007 
Figure 23:   CCPM Market Share Analysis by Vendor, 2006 to 2007
Figure 24:   2007 – 2009 Contact Center Performance Management Market Projections   
Figure 25:   Service Delivery Options  
Figure 26:   CCPM Service Delivery Analysis 
Figure 27:   Performance Management Application Pricing Ranges   
Figure 28:   Pricing for 250-Seat Implementation
Figure 29:   Company Snapshot 
Figure 30:   Vendor Offering History  
Figure 31:   Performance Management Vendor Strategy and Positioning   
Figure 32:   Vendor Products 
Figure 33:   Overview of CCPM Vendor Offerings
Figure 34:   Customer Survey Rating Categories
Figure 35:   Average Satisfaction Rating by Category 
Figure 36:   Product Satisfaction Ratings by Customer 
Figure 37:   Implementation Satisfaction Rating by Customer 
Figure 38:   Service and Maintenance Satisfaction Rating by Customer 
Figure 39:   Training Satisfaction Rating by Customer 
Figure 40:   Professional Services Satisfaction Rating by Customer 
Figure 41:   Overall Vendor Satisfaction Rating by Customer 
Figure 42:   High-Level Functional Summary  
Figure 43:   High-Level Technical Summary  
Figure 44:   Detailed Technical Analysis 
Figure 45:   Security 
Figure 46:   Administration
Figure 47:   Business Process Management
Figure 48:   Archiving
Figure 49:   Integration   
Figure 50:   Reporting and Analytical Capabilities  
Figure 51:   Balanced Scorecards
Figure 52:   Dashboards
Figure 53:   Modules  
Figure 54:   Appraisal Process Management
Figure 55:   Reward and Incentive Management
Figure 56:   Vendor Implementation Analysis 
Figure 57:   Training and Documentation 
Figure 58:   Small/Mid-Size Applications  
Figure 59:   Professional Services 
Figure 60:   Licensing Model

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 2008 Contact Center Performance Management Market Report contact contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the report online.