1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
4. Report Participation Criteria
5. Contact Center Surveying/Feedback and Analytics Market Overview
5.1 Solutions Defined
5.2 Reasons to Survey Customers
5.3 Enterprise Feedback Management
5.4 Surveying/Feedback Channels
5.5 Real-Time Surveying
5.6 Trends
5.7 Challenges
6. Categories of Vendors in the Market
7. Contact Center Surveying/Feedback & Analytics Functional Building Blocks
7.1 Functional Building Blocks
7.2 Evolution of Surveying Applications
7.3 Key Differentiators
8. Surveying/Feedback Market Share Analysis
8.1 Validating Market Activity Numbers
8.2 Market Activity Analysis
8.3 Market Share Analysis
9. Surveying/Feedback and Analytics Market Projections
10. Surveying/Feedback and Analytics Market Adoption Rate
11. ROI from Contact Center Surveying/Feedback and Analytics Offerings
11.1 Benefits
11.2 ROI
12. Contact Center Surveying/Feedback and Analytics Pricing
12.1 Premise Based Pricing
12.2 Hosted Service Pricing
12.3 Managed Services Pricing
13. Contact Center Surveying/Feedback and Analytics Best Practices
13.1 Best Practices for Getting Started with Surveying
13.2 Vendor Implementation Best Practices
13.3 Increasing Response Rates Best Practices
13.4 Turning Feedback into Action to Get Results
14. Contact Center Surveying/Feedback and Analytics Vendor and Product Overview
14.1 Vendor Snapshot
14.2 Vendor Strategy and Positioning
14.3 Surveying/Feedback Offerings Overview
15. Contact Center Surveying/Feedback and Analytics Competitive Landscape
15.1 Market Maturity
15.2 Mergers and Acquisitions
15.3 Vendors in the Market
15.4 Emerging Vendors
15.5 The Role of Business Consulting Services
16. Vendor Customer Satisfaction Analysis
17. Vendor Detailed Functional and Technical Analysis
17.1 High-Level Functional Summary
17.2 High-Level Technical Summary
17.3 Types of Surveys
17.4 IVR-Based Surveys
17.5 Email Surveys
17.6 Web-Based Surveys
17.7 Reporting and Analysis
17.8 Implementation Analysis
17.9 Storage and Retrieval
17.10 Surveying Service Delivery Model
17.11 Training
17.12 Professional Services
17.13 Maintenance & Support
18. Contact Center Surveying/Feedback and Analytics Vendor Company Reports
18.1 Company Reports
18.1.1 Allegiance, Inc.
18.1.2 Autonomy etalk
18.1.3 Customer Relationship Metrics
18.1.4 CustomerSat
18.1.5 Mindshare
18.1.6 Ransys
18.1.7 RightNow Technologies
18.1.8 Satmetrix
18.1.9 United Carrier Networks, Inc.
18.1.10 Verint Systems, Inc.
18.2 Emerging Vendor Reports
18.2.1 CallCopy
18.2.2 CFI
18.2.3 Confirmit
18.2.4 Interactive Intelligence Inc.
18.2.5 KnoahSoft
19. Appendix: Surveying/Feedback Vendor Directory
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 Contact Center Surveying and Analytics Report, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the Report online.
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