1. Executive Summary
2. Introduction
3. Applying Survey Results
4. Reasons to Survey Customers
5. Report Participation Criteria
6. Surveying Competitive Landscape
7. Contact Center Surveying and Analytics Offerings
8. Contact Center Surveying Channels
9. Surveying and Enterprise Feedback Management
10. Functional Building Blocks for Surveying Applications
10.1 Closed-Loop Processing
10.2 Functional Analysis of Contact Center Surveying and
Analytics Applications
11. Surveying Service Delivery Options
12. Real-Time Surveying
13. Art vs. Science
14. Surveying Market Trends
15. ROI from Surveying and Analytics Offerings
16. Surveying Implementation Best Practices
17. Surveying Vendor Reference Analysis
17.1 Methodology
17.2 Interview Findings and Analysis
18. Surveying Market Projections
19. Surveying Market Share Analysis
19.1 Validating Market Activity Numbers
20. Adoption Rate for Contact Center Surveying Applications
21. The Surveying and Analytics Vendors: Key Vendor Information
22. Surveying Vendor Strategies
23. Surveying Offerings
24. Pricing for Surveying Offerings
24.1 Pricing for Premise-Based Solutions
24.2 Hosted Offerings
24.3 Managed Services Offerings
25. Detailed Functional and Technical Analysis
25.1 Surveying High-Level Functional Analysis
25.2 High-Level Technical Summary
25.3 Surveying Categories
25.4 IVR-Based Surveys
25.5 Web-Based Surveys
25.6 Email Surveys
25.7 Reporting and Analysis
25.8 Real-Time Capabilities
25.9 Implementation Analysis
25.10 Storage and Retrieval
25.11 Training
25.12 Professional Services
26. Vendor and Product Analyses
26.1 Autonomy/etalk
26.2 Customer Relationship Metrics
26.3 CustomerSat, Inc.
26.4 Mindshare
26.5 Ransys
26.6 RightNow Technologies
26.7 UCN, Inc.
26.8 Witness Systems/Verint Systems
27. Appendix: Surveying 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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