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Surveying/feedback and analytics implementations grew by 9% between 2009 and 2010, defying the typical downward sales trend of contact center applications during a recession; Seats grew by 7.8%, demonstrating the importance of surveying/feedback solutions to customer retention.
DMG Consulting is the leading industry authority on contact center surveying/feedback and analytics market and solutions. We offer the most timely and comprehensive coverage and analysis of this maturing sector.
An essential guide for contact center managers and enterprise executives
This is the fourth annual edition of this Report, which provides contact center, enterprise and IT decision makers with the information required to identify the solution that best meets their near- and long-term functional, technological and financial needs. It includes product, technical, market share, pricing, delivery model and return on investment (ROI) information, as well as best practice advice for surveying implementations, to help ensure that the solution will yield the greatest results.
The 2010 Contact Center Surveying/Feedback and Analytics Market Report delves into two breaking trends that have significant implications for the contact center. First, barriers are falling between the contact center and other business units within the enterprise; seventy-five percent of customers surveyed reported sharing customer feedback with other areas of their organization, with the goal of delivering an enhanced customer experience. Second, the continued rise of social media is prompting leading organizations to develop Voice of the Customer (VOC) strategies to monitor and act on solicited and unsolicited customer feedback. A number of surveying/feedback vendors have already introduced functionality to support social media channels, including capabilities for monitoring social media sites, creating communities for providing feedback, analyzing trends of social media mentions, and deploying surveys through social media channels.
Fact-Based and Timely Industry Report with Vendor Comparisons, Pricing, ROI and Best Practices
The 2010 Contact Center Surveying/Feedback and Analytics Market Report provides a detailed review of the eight leading and contending surveying/enterprise feedback management vendors that offer full, multi-channel contact center surveying/feedback and analytics solutions: Allegiance, Confirmit, inContact, Mindshare, Ransys, ResponseTek, RightNow and Verint. The Report also includes a high-level review of Interactive Intelligence, a contact center infrastructure vendor with an emerging surveying solution. New to this year’s Report is a complete vendor reference analysis with customer satisfaction ratings across six key solution components – products, implementation, service and support, training, professional services, innovation and responsiveness to enhancement requests – as well as overall vendor satisfaction. The Report gives prospects the detailed information they require to select a contact center surveying/feedback solution that’s right for their company, the best practices for successfully implementing it, pricing, and a comprehensive strategy for gathering and acting on customer feedback.
Custom Consulting
DMG Consulting’s hands-on experience with VOC programs and working with all types of contact center surveying/feedback and analytics applications will help you make the optimal technology investment for your company and succeed with your implementation. Our custom consulting services will assist you in defining your functional requirements, selecting the right vendor, identifying the best uses for the solution, and building a business case that quantifies the benefits of a surveying/feedback application. We can help you negotiate a deal and achieve a rapid ROI.
Learn More
Find out more about DMG Consulting’s 2010 Contact Center Surveying and Analytics Report. Contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.
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