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1. Executive Summary
2. Introduction
3. DMG Consulting Report Research Methodology
3.1 Report Participation Criteria
4. Quality Management/Liability Recording Market Segments
5. Workforce Optimization Suites
5.1 Suite Building Blocks
5.2 WFO Suites vs. Best of Breed Applications
5.3 The Emergence of Back-Office WFO Solutions
6. Workforce Optimization Trends and Challenges
7. Why Contact Centers Should be Responsible for Handling Social Media Interactions
7.1 Contact Center and Customer Service Uses and Benefits of Social Media
7.2 Getting Started with Using Social Media for Customer Service
Organizations and Contact Centers
7.3 The Contact Center/Customer Service Social Media Technology Challenge
8. Analytics Transforms Voice of the Customer
8.1 Surveying Fatigue Takes its Toll
8.2 Putting VoC to Work
9. The Emergence of Real-Time Guidance and Next-Best-Action
9.1 Vendor Real-Time Guidance and Next-Best- Action Capabilities
10. Analytics-Enabled Quality Assurance
10.1 What is Precision Monitoring?
10.2 Making Precision Monitoring Actionable With Performance Management
10.3 Benefits of Precision Monitoring
10.4 Transitioning from Traditional QA to Analytics- Enabled QA
(Precision Monitoring)
11. WFO Market Share and Activity Analysis
11.1 Financial Information Sources
11.2 Debates about Methodology
11.3 Methodology
11.4 Total Company GAAP Revenue and Market Share, First-Half 2012
vs. First-Half 2011 (all QM/recording-related Vendors)
11.5 Total Contact Center WFO Revenue and Market Share, First-Half
2012 vs. First-Half 2011
11.6 Total Voice Recording Revenue and Market Share, First-Half 2012
vs. First-Half 2011 Comparison
12. WFO Market Projections
12.1 Contact Center WFO Projections for 2012 – 2015
12.2 Contact Center WFO Suite Projections
12.3 Back-Office/Branch WFO Market Projections
13. Payment Card Industry-Data Security Standard
13.1 Methods of Adhering to PCI-DSS
13.2 Vendor Capabilities for Adhering to PCI-DSS
14. Gamification
15. WFO Vendors and Solutions
15.1 WFO Vendors
15.2 Vendor Products
15.3 Packaged Offerings
16. Service Delivery Models
16.1 DMG Service Delivery Definitions
16.2 Vendor Service Delivery Options
17. The Role of the Cloud for WFO Solutions
17.1 Momentum of the Cloud-Based Market
18. Functional and Technical Suite Differentiators
18.1 Multi-Channel QA
18.2 Multi-Channel Analytics
18.3 Sharing Data Between Modules
18.4 Making Findings Actionable
18.5 Workflow
18.6 First Contact Resolution
18.7 Pay-for-Performance
18.8 Back-Office Workforce Optimization
19. Competitive Landscape
19.1 Contact Center WFO Vendor Positioning
19.2 Will NICE and Verint Merge?
20. Return on Investment
21. Market Innovation
21.1 New Product Features
21.2 Emerging Capabilities
22. WFO Vendor Satisfaction Analysis
22.1 Summary of Survey Findings and Analysis
22.2 Detailed Survey Findings and Analysis
22.2.1 Product Satisfaction by Sub-Category
22.2.2 Vendor Satisfaction by Sub-Category and Customer
22.3 Customer Background and Insight
22.3.1 Customer Background
22.3.2 Reason for Application Meeting Expectations
23. WFO Suite High-Level Functional Analysis
24. WFO Suite Detailed Functional Analysis
24.1 Recording
24.2 Quality Assurance/Quality Management
24.3 Coaching
24.4 eLearning
24.5 Performance Management
24.6 Surveying/Voice of the Customer
24.7 Speech Analytics
24.8 Workforce Management
24.9 Desktop Analytics
24.10 Text Analytics
24.11 Alerts, Reporting and Analytics
24.12 Security
25. Pricing
25.1 Premise-Based Price Ranges by Solution
25.2 Premise-Based Pricing; 250-Seat Enterprise Solution
25.3 Premise-Based SMB Price Ranges by Solution
25.4 Premise-Based SMB Pricing
25.5 Cloud-Based/Hosted Pricing
25.6 Cloud/Hosted-Based SMB Pricing
25.7 Managed Service Pricing
25.8 Managed Service SMB Pricing
26. Company Reports
26.1 Aspect
26.2 Avaya
26.3 Calabrio
23.4 CallCopy
26.5 dvsAnalytics, Inc.
26.6 Interactive Intelligence
26.7 KnoahSoft
26.8 NICE Systems
26.9 OAISYS
26.10 OnviSource
26.11 TelStrat
26.12 Verint Systems
23.13 Voice Print International (VPI)
26.14 ZOOM International
Appendix: Quality Management/Liability Recording Vendor Directory
Table of Figures
Figure 1: Historical QM/Liability Recording Market Segments
Figure 2: Workforce Optimization Suite
Figure 3: Suite Functional Building Blocks
Figure 4: Back-Office Workforce Optimization Suites
Figure 5: Contact Center WFO Trends
Figure 6: Contact Center WFO Challenges
Figure 7: Contact Center and Customer Service Uses and Benefits of Social Media
Figure 8: The New Voice of the Customer Concept, Multi-Channel Analytics
Figure 9: The Contact Center of the Future
Figure 10: Vendor Real-Time Guidance Capabilities and Next-Best-Action
Capabilities
Figure 11: The Precision Monitoring Process
Figure 12: Making Analytics Actionable with Performance Management
Figure 13: Benefits of Precision Monitoring
Figure 14: Total Company GAAP Revenue and Market Share, First-Half 2012
vs. First-Half 2011 Comparison
Figure 15: Total Contact Center WFO Revenue and Market Share, First-Half 2012
vs. First-Half 2011 Comparison
Figure 16: Total Voice Recording, First-Half 2012 vs. First-Half 2011 Comparison
Figure 17: Hot Applications for 2013 – 2014
Figure 18: Contact Center WFO Application Projections, 2012 - 2015
Figure 19: Contact Center WFO Suite Projections, 2012 - 2015
Figure 20: Back-Office/Branch WFO Suite Projections, 2012 - 2015
Figure 21: PCI Capabilities
Figure 22: Vendor PCI DSS Capabilities
Figure 23.1: Company Information, as of November 30, 2012
Figure 23.2: Company Information, as of November 30, 2012
Figure 24: Product Modules
Figure 25: Packaged Offerings
Figure 26: DMG’s Service Delivery Model Definitions
Figure 27.1: WFO Suite Delivery Models
Figure 27.2: WFO Suite Delivery Models
Figure 28.1: Multi-Channel QA
Figure 28.2: Multi-Channel QA
Figure 29.1: Multi-Channel Analytics
Figure 29.2: Multi-Channel Analytics
Figure 30.1: Sharing Data Between Modules
Figure 30.2: Sharing Data between Modules
Figure 31.1: Making Findings Actionable
Figure 31.2: Making Findings Actionable
Figure 32.1: Workflow
Figure 32.2: Workflow
Figure 33.1: FCR
Figure 33.2: FCR
Figure 34.1: Pay-for-Performance
Figure 34.2: Pay-for-Performance
Figure 35.1: Back-office Workforce Optimization
Figure 35.2: Back-Office Workforce Optimization
Figure 36: 2013 WFO Suite Product/Execution Positioning
Figure 37: ROI by Module
Figure 38: New Product Features, by Category
Figure 39: Emerging Capabilities
Figure 40: Customer Survey Rating Point Scale
Figure 41: Average Satisfaction Ratings, by Category
Figure 42: Product Satisfaction Ratings, by Category
Figure 43: Product Ease of Configuration/Use/Maintenance Satisfaction Ratings,
by Customer
Figure 44: Product Ease of Integration With Third-Party Applications Satisfaction Ratings, by Customer
Figure 45: Recording Feature Set Satisfaction Ratings, by Customer
Figure 46: QM Feature Set Satisfaction Ratings, by Customer
Figure 47: Coaching Capabilities Satisfaction Ratings, by Customer
Figure 48: Supervisor Interface Satisfaction Ratings, by Customer
Figure 49: Agent Interface Satisfaction Ratings, by Customer
Figure 50: Security Features Satisfaction Ratings, by Customer
Figure 51: Ability to Share Data Between Suite Modules Satisfaction Ratings,
by Customer
Figure 52: Ability to Automate the QA Process with Analytics Satisfaction Ratings,
by Customer
Figure 53: Reporting Satisfaction Ratings, by Customer
Figure 54: Real-Time Reporting Satisfaction Ratings, by Customer
Figure 55: Dashboards Satisfaction Ratings, by Customer
Figure 56: Selection and Feature Sets of Optional Add-On Suite Modules
Satisfaction Ratings, by Customer
Figure 57: Suite Breadth of Functionality Satisfaction Ratings, by Customer
Figure 58: Implementation Satisfaction Ratings, by Customer
Figure 59: Training Satisfaction Ratings, By Customer
Figure 60: Professional Services Satisfaction Ratings, by Customer
Figure 61: On-going Service and Support Satisfaction Ratings, by Customer
Figure 62: Product Innovation Satisfaction Ratings, by Customer
Figure 63: Responsiveness to Product Enhancement Requests Satisfaction Ratings,
by Customer
Figure 64: Vendor Communication Satisfaction Ratings, by Customer
Figure 65: Pricing Satisfaction Ratings, by Customer
Figure 66: Overall Vendor Satisfaction Ratings, by Customer
Figure 67: Which workforce optimization (WFO) modules are you using from your QM/WFO vendor?
Figure 68: What channels do you use your WFO vendor to support?
Figure 69: What were your top 3 to 5 primary reasons for selecting this
vendor/product as your QM/recording (WFO) solution?
Figure 70: Please tell us why the solution met your expectations.
Figure 71: What are the top three to five benefits you have gained from using the QM/recording (WFO) solution?
Figure 72: What does your vendor excel at?
Figure 73: What can your vendor do better?
Figure 74: What type of product enhancements would you like to see?
Figure 75: Please feel free to provide any additional comments about your experience with the vendor and/or product.
Figure 76.1: High-Level WFO Suite Capabilities
Figure 76.2: High-Level WFO Suite Capabilities
Figure 77.1: Recording
Figure 77.2: Recording
Figure 78.1: Quality Assurance (QA)/Quality Management (QM)
Figure 78.2: Quality Assurance (QA)/Quality Management (QM)
Figure 79.1: Coaching
Figure 79.2: Coaching
Figure 80.1: eLearning
Figure 80.2: eLearning
Figure 81.1: Performance Management
Figure 81.2: Performance Management
Figure 82.1: Surveying/Voice of the Customer (VoC)
Figure 82.2: Surveying/Voice of the Customer (VoC)
Figure 83.1: Speech Analytics
Figure 83.2: Other Modules within Your WFO Suite: Speech Analytics
Figure 84.1: Workforce Management
Figure 84.2: Workforce Management
Figure 85: Desktop Analytics Defined
Figure 86.1: Desktop Analytics
Figure 86.2: Desktop Analytics
Figure 87.1: Text Analytics
Figure 87.2: Text Analytics
Figure 88.1: Alerts, Reporting and Analytics
Figure 88.2: Alerts, Reporting and Analytics
Figure 89.1: System Security
Figure 89.2: System Security
Figure 90: Enterprise Premise-Based Price Ranges By Solution
Figure 91.1: Premise-Based Pricing: 250-Seat, Recording Only
Figure 91.2: Premise-Based Pricing: 250-Seat, Recording Only
Figure 92.1: Premise-Based Pricing: 250-Seat, QA and Recording
(100% voice and screen)
Figure 92.2: Premise-Based Pricing: 250-Seat, QA and Recording
(100% voice and screen)
Figure 93: Premise-Based Pricing: 250-Seat, Add-on Price for Coaching
Figure 94: Premise-Based Pricing: 250-Seat, Add-on price for eLearning
Figure 95: SMB Premise-Based Price Ranges By Solution
Figure 96.1: Premise-Based Pricing: 50-Seat, Recording Only
Figure 96.2: Premise-Based Pricing: 50-Seat, Recording Only
Figure 97.1: Premise-Based Pricing: 50-Seat, QA and recording
(100% voice and screen)
Figure 97.2: Premise-Based Pricing: 50-Seat, QA and recording
(100% voice and screen)
Figure 98: Premise-Based Pricing: 50-Seat, Add-on Price for Coaching
Figure 99: Premise-Based Pricing: 50-Seat, Add-on price for eLearning
Figure 100: Hosted Pricing: 250-Seat, Recording Only Solution
Figure 101: Hosted Pricing: 250-Seat, QA and recording (100% voice and screen)
Figure 102: Hosted Pricing: 250-Seat, QA, Recording (100% voice
and screen) and Coaching
Figure 103: Hosted Pricing: 250-Seat, QA, Recording (100% voice
and screen) and eLearning
Figure 104: Hosted Pricing: 50-Seat, Recording Only Solution
Figure 105: Hosted Pricing: 50-Seat, QA and Recording (100% voice and screen)
Figure 106: Hosted Pricing: 50-Seat, QA, Recording (100% voice and
screen) and Coaching
Figure 107: Hosted Pricing: 50-Seat, QA, Recording (100% voice and
screen) and eLearning
Figure 108: Managed Service Pricing: 250-Seat, Recording Only Solution
Figure 109: Managed Service Pricing: 250-Seat, QA and Recording (100% voice
and screen)
Figure 110: Managed Service Pricing: 250-Seat, QA, Recording (100% voice and screen) and Coaching
Figure 111: Managed Service Pricing: 250-Seat, QA, Recording (100% voice and screen) and eLearning
Figure 112: Managed Service Pricing: 50-Seat, Recording Only Solution
Figure 113: Managed Service Pricing: 50-Seat, QA, Recording
(100% voice and screen)
Figure 114: Managed Service Pricing: 50-Seat, QA, Recording (100% voice and
screen) and Coaching
Figure 115: Managed Service Pricing: 50-Seat, QA, Recording (100% voice and
screen) and eLearning
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 Quality Management/Liability Recording 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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