1.     Executive Summary
2.     Introduction
3.     DMG Consulting Research Methodology
4.     Report Participation Criteria
5.     Contact Center Surveying and EFM Defined
        5.1     Definitions
        5.2     Vendor Categories
        5.3     Functional Components of Solutions
        5.4     Further Distinction between EFM and Contact Center Surveying
                  5.4.1     Enterprise Feedback Management
                  5.4.2     Types of Surveys
                  5.4.3     IVR-Based Surveys
                  5.4.4     Email-Based Surveys
                  5.4.5     Web-Based Surveys
                  5.4.6     Other Types of Surveys
6.     Surveying Best Practices: The Best of the Best
7.     Service Delivery Options
        7.1     Considerations in Selecting a Service Delivery Model
8.     The Growing Importance of Social Media/Social Networking
        8.1     Who Owns the Customer?
        8.2     Contact Centers Can Play a Leading Role
                  8.2.1     Characteristics of Social Media Contact Center Interactions
                  8.2.2     Developing a Contact Center Social Media Program
        8.3     Social Networking in Action
        8.4     Vendor Social Networking/Community
9.     State of the Surveying/Feedback and Analytics Market
        9.1     Impact of the Economy
        9.2     Market Trends
                  9.2.1     Application Trends
        9.3     Market Challenges
        9.4     Mergers and Acquisitions
10.   Surveying/Feedback Market Share Analysis
        10.1   Market Share Analysis
        10.2   Market Growth
        10.3   Market Activity, 2009 – 2010 Comparisons
11.   Surveying/Feedback Market Projections
12.   Surveying/Enterprise Feedback Management Contact Center Adoption Rate
13.   ROI and Benefits from Contact Center Surveying/Feedback
        13.1    ROI: The Payback Period
        13.2    ROI: Where to Look for Payback
        13.3    Measuring ROI
14.   Vendor Snapshots
        14.1    Vendor Summaries
15.   High-Level Functional Summary
        15.1    Stand-Alone Products vs. Larger Suites
        15.2    Surveying Channels Supported
        15.3    Surveying Basics
16.   Pricing
        16.1    Premise-Based Pricing
        16.2    Hosted/SaaS Pricing
        16.3    Managed Service Pricing
17.   Vendor Customer Reference Analysis
        17.1    Summary-Level Survey Findings and Analysis
        17.2    Detailed Survey Findings and Analysis
        17.3    Customer Background and Insight
                   17.3.1     Customer Background
                   17.3.2     Customer Insights 
18.   High-Level Technical Summary
        18.1    Storage and Retrieval
        18.2    Security
        18.3    Integration
19.   Implementing Contact Center Surveying/Feedback Solutions
        19.1    Implementation Analysis
        19.2    Training
        19.3    Professional Services
20.   Technical Innovation and Enhancements
        20.1    Planned Innovation and Enhancements  
21.   Company Reports
        21.1    Allegiance
        21.2    Confirmit
        21.3    inContact
        21.4    Interactive Intelligence, Inc. 
        21.5    Mindshare Technologies  
        21.6    Ransys Feedback Technologies  
        21.7    ResponseTek   
        21.8    RightNow 
        21.9    Verint   
Appendix A: Acronyms 
Appendix B: Workforce Management Vendor Directory

Table of Figures
Figure 1:      Contact Center Surveying/Feedback Vendor Categories
Figure 2:      Surveying/Feedback Functional Building Blocks   
Figure 3:      Closed-Loop Processing
Figure 4:      Enterprise Feedback Management
Figure 5:      Enterprise Feedback Management (EFM)
Figure 6:      Types of Surveys  
Figure 7:      IVR-Based Surveys  
Figure 8:      Email Surveys  
Figure 9:      Web-Based Surveys  
Figure 10:    Top 10 Surveying Implementation Best Practices
Figure 11:    Pro and Cons of Service Delivery Models   
Figure 12:    Popular Social Media Sites
Figure 13:    Is your enterprise supporting social media activities, such as social
                    networking, Twitter, bulletin boards, blogs, etc.?
Figure 14:    Which departments within your company are involved in handling social
                    media activities?   
Figure 15:    Social Media Project Plan
Figure 16:    Tips for Initiating a Contact Center Social Media Program  
Figure 17:    Social Networking
Figure 18:    Contact Center Surveying/Feedback and Analytics Market Trends   
Figure 19:    Contact Center Surveying/Feedback and Analytics Market Challenges
Figure 20:    2010 Contact Center Surveying/Feedback and Analytics Market Activity
                    by Vendor, as of April 2010
Figure 21:    2010 Contact Center Surveying/Feedback and Analytics Market Share by
                    Number of Seats, as of April 2010
Figure 22:    2010 Contact Center Surveying/Feedback Market Share, by Seats
Figure 23:    Total Number of Contact Center Surveying/Feedback and Analytics
                    Implementations, 2008 – 2010 Trends
Figure 24:    Total Number of Contact Center Surveying/Feedback and Analytics
                    Contact Center Seats, 2008 – 2010 Trends
Figure 25:    Detailed Market Activity, 2009 and – 2010
Figure 26:    Surveying/Enterprise Feedback Management and Analytics Market
                    Projections, 2010 – 2012
Figure 27:    Return on Investment From Surveying/Feedback Offerings
Figure 28:    Benefit Categories from Surveying/Feedback Offerings
Figure 29:    Derived Benefit as Reported by Survey Participants
Figure 30:    Company Information
Figure 31:    Contact Center Surveying Strategy
Figure 32:    Products Surveying/Feedback and Analytics - Summary
Figure 33:    Stand-alone vs. suite
Figure 34:    Survey channels supported
Figure 35:    Survey basics   
Figure 36:    Price Ranges (Premise-Based Solution) 1   
Figure 37:    Pricing (Premise-Based Solution) 1   
Figure 38:    2010 Surveying/Feedback Price Range Comparison – Hosted/SaaS Solutions
Figure 39:    Pricing (Hosted/SaaS Solution) 1   
Figure 40:    2010 Surveying/Feedback Price Ranges – Managed Service Solutions
Figure 41:    Pricing (Managed Service) 1
Figure 42:    Customer Survey Rating Categories
Figure 43:    Average Satisfaction Ratings by Category 
Figure 44:    Product Satisfaction Ratings by Category 
Figure 45:    Product Ease of Use Satisfaction Ratings by Customer 
Figure 46:    Product Flexibility Satisfaction Ratings by Customer 
Figure 47:    Product Feature Set Satisfaction Ratings by Customer 
Figure 48:    Product Development Environment Satisfaction Ratings by Customer
Figure 49:    Reporting Satisfaction Ratings by Customer 
Figure 50:    Ability to Increase Response Rates Satisfaction Ratings by Customer
Figure 51:    Product Pricing Satisfaction Ratings by Customer 
Figure 52:    Surveying Implementation Satisfaction Ratings by Customer 
Figure 53:    Service and Support Satisfaction Ratings by Customer 
Figure 54:    Training Satisfaction Ratings by Customer 
Figure 55:    Professional Services Satisfaction Ratings by Customer 
Figure 56:    Innovation and Responsiveness to Product Enhancement Requests
                    Ratings by Customer 
Figure 57:    Overall Satisfaction Ratings by Customer 
Figure 58:    What types of surveys are you currently using the product to conduct?
Figure 59:    What departments outside of the contact center are using the surveying
                    solution?
Figure 60:    Primary Drivers in the Decision to Utilize a Surveying/Feedback Solution 
Figure 61:    What does your vendor excel at?
Figure 62:    What can your vendor do better?  
Figure 63:    What product enhancements would you like to see?  
Figure 64:    Please provide any additional comments about your experience with the
                    vendor and/or product. 
Figure 65:    High-Level Technical Summary  
Figure 66:    Storage and Retrieval
Figure 67:    Security 
Figure 68:    Integration   
Figure 69:    Implementation Analysis 
Figure 70:    Training 
Figure 71:    Professional Services 

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.