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2017 Contact Center Gamification Product and Market Report

2017 Contact Center Gamification Product and Market Report

The 2017 Contact Center Gamification Product and Market Report is the latest edition of DMG’s industry-leading research of this emerging sector. DMG expects the next 3 – 5 years to be highly productive for gamification providers, as a growing number of applications and processes are being gamified. This is a technology that is attracting substantial interest and investments.

Leading Coverage of Emerging Markets

Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. This results in more satisfied employees, reduced attrition, better teamwork, and as a result, a better, and cost-effective customer experience. Enterprises are also seeking customer gamification modules in order to improve loyalty and engagement. The challenge for companies is to choose the right gamification solution for their culture and the function of their organization, and to invest continuously in these solutions to keep the gamification challenges fresh and compelling.

The concept of gamification has caught on in contact centers over the past few years, and vendors in other IT segments are adding gamification practices to their solutions. Vendors of performance management, quality assurance, workforce management and customer relationship management solutions are embedding gamification techniques to improve adoption and utilization of their core capabilities and to address the needs of their customers.

The 2017 Contact Center Gamification Product and Market Report examines this emerging IT sector: the vendors, their offerings, the functional capabilities of gamification solutions, product prices, best practices, and more. The Report analyzes market trends and challenges, product innovation and the competitive landscape, and provides 5-year growth projections. It presents information about the uses and benefits of these applications in the contact center, as well as newer applications in the back office and other areas of the enterprise. It provides emerging best practices, so enterprises can derive the greatest return on their gamification investments.

Key Elements of this Report:

  • Definition of gamification and the approaches used by the vendors who deliver these capabilities
  • Functional building blocks of contact center gamification solutions
  • High-level technical analysis, including system administration, security, and integration capabilities
  • Service deployment options for gamification solutions
  • Market and business trends and challenges that are driving investments and guiding vendor innovation
  • Gamification market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Explanation of the current uses and applications of contact center gamification and the resulting benefits
  • Discussion of how gamification promotes improved performance through employee engagement, empowerment and community
  • Insights into how the gamification of customer activities is reducing customer effort and improving the customer journey while taking customer engagement and brand loyalty to new levels
  • A look at the potential uses and benefits of gamification in the back office and across the enterprise
  • Gamification market activity analysis and 5-year market growth projections
  • Review and assessment of the gamification competitive landscape
  • Overview of the 6 leading and contending gamification vendors, including company snapshots, go-to- market strategies and product offerings
  • In-depth, side-by- side comparative analysis of the fundamental gamification capabilities in the 5 featured gamification solutions
  • Implementation analysis, including vendor methodology, best practices, training and professional services, maintenance and support, and return on investment
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 10 vendor categories and 9 product components, plus customer insights on product strengths and enhancement opportunities
  • Vendor pricing models for on-premise, cloud-based and managed service gamification solutions
  • Detailed company reports for the 6 leading and contending gamification vendors, analyzing their products, functionality and future product development plans
  • Gamification Vendor Directory
    1. Executive Summary
    2. Introduction
    3. DMG Consulting Research Methodology
      3.1 Report Participation Criteria
    4. Service Delivery Models
      4.1 DMG Service Delivery Definitions
      4.2 Gamification Vendor Service Delivery Options
    5. What is Gamification?
      5.1 DMG’s Definition of Gamification
      5.2 Vendor Definitions of Gamification
      5.3 Vendor Gamification Approach
      5.4 Gamification Application Building Blocks
    6. High-Level Technical Summary
      6.1 Security
      6.2 Administration
      6.3 Integration
    7. 2017 Gamification Trends and Challenges
      7.1 Gamification Trends for 2017
      7.2 Gamification Challenges for 2017
    8. Gamification Market Innovation
      8.1 New Product Features
      8.2 Emerging Capabilities
    9. Game On! Why Contact Center Gamification is Serious Business
      9.1 Uses of Gamification
      9.2 Gamification Benefits
    10. Level Up! Using Gamification for Agent Engagement, Empowerment and Self-Directed Performance Improvements
    11. A League of Their Own: Customers Get in the Game
    12. All In! Enterprise Applications for Gamification
    13. Gamification Market Projections
    14. Gamification Competitive Landscape
    15. Gamification Vendors and Solutions
      15.1 Company Snapshot
      15.2 Vendor Strategy
      15.3 Vendor Offerings and Products
    16. Gamification Fundamentals
      16.1. Game Mechanics
      16.2 Rewards and Recognition
      16.3 Scorecards, Dashboards, Reporting and Analytics
      16.4 Mobility Features
    17. Implementation Analysis
      17.1 Implementation Process
      17.2 Implementation Best Practices
      17.3 Training and Professional Services
      17.4 Maintenance and Support
    18. Return on Investment
    19. Gamification Vendor Satisfaction Survey
      19.1 Survey Methodology
      19.2 Summary of Survey Findings and Analysis
      19.3 Detailed Survey Findings and Analysis
      19.4 Customer Insights
    20. Pricing
      20.1 Premise-Based Pricing
      20.2 Cloud-Based Pricing
      20.3 Managed Service Pricing
    21. Company Reports
      21.1 Agent Balance
      21.2 Clearview
      21.3 CRM Gamified
      21.4 nGUVU
      21.5 NICE
      21.6 TouchPoint One, LLC

Appendix A: Gamification Vendor Directory

Table of Figures

Figure 1: Service Delivery Models, Advantages and Disadvantages
Figure 2: DMG’s Service Delivery Model Definitions
Figure 3: Gamification Vendor Service Delivery Options
Figure 4: Vendor Definitions of Gamification
Figure 5: Vendor Gamification Approach
Figure 6: Gamification Functional Building Blocks
Figure 7: High-Level Technical Summary
Figure 8: Security
Figure 9: Administration
Figure 10: Integration Capabilities
Figure 11: 2017 Gamification Trends
Figure 12: 2017 Gamification Challenges
Figure 13: New Product Features
Figure 14: New Product Features, by Category
Figure 15: Future Enhancements
Figure 16: 2017 Enterprise Servicing Goals
Figure 17: Top 10 Ways Gamification is Being Used to Motivate/Reward Employees and Customers
Figure 18: Top 5 Quantifiable Benefits for a Gamification Solution
Figure 19: Benefits of Engaged Agents
Figure 20: Gamification Features to Promote Agent Engagement
Figure 21: Employee Engagement
Figure 22: Back-Office and Enterprise Gamification Applications
Figure 23: Gamification Market Growth Seat Projections 2017 – 2021
Figure 24: Company Information as of February 2017
Figure 25: Gamification Strategy
Figure 26: Product Information
Figure 27: Game Mechanics
Figure 28: Rewards and Recognition
Figure 29: Scorecards, Dashboards, Reporting and Analytics
Figure 30: Mobility Features
Figure 31: Implementation Process
Figure 32: Best Practices for Getting Started with Gamification
Figure 33: Implementation Best Practices
Figure 34: Training, Workshops and Professional Services
Figure 35: Maintenance and Support
Figure 36: Gamification Benefits and ROI
Figure 37: Customer Survey Rating Categories
Figure 38: Average Vendor Satisfaction Ratings, by Category
Figure 39: Current Product Satisfaction Ratings, by Customer
Figure 40: Implementation Satisfaction Ratings, by Customer
Figure 41: Professional Services Satisfaction Ratings, by Customer
Figure 42: Training Satisfaction Ratings, by Customer
Figure 43: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 44: Vendor Communication Satisfaction Ratings, by Customer
Figure 45: Product Innovation Satisfaction Ratings, by Customer
Figure 46: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 47: Pricing Satisfaction Ratings, by Customer
Figure 48: Overall Vendor Satisfaction Ratings, by Customer
Figure 49: Product Satisfaction Ratings, by Category
Figure 50: Ease of System Configuration, Set-Up and Maintenance Satisfaction Ratings by Customer
Figure 51: Ease of Integration with Third-Party Systems and Applications Satisfaction Ratings, by Customer
Figure 52: Flexibility in Creating and Customizing Gamification Programs, Reward Levels and Recognition Satisfaction Ratings, by Customer
Figure 53: Ability to Tie Gamification Programs to KPIs for Productivity, Quality, Schedule Adherence, Sales/Retention, etc. Satisfaction Ratings, by Customer
Figure 54: Ability to Support Many Levels of Competition (self, one-on-one, peer groups, teams, sites, etc.) Satisfaction Ratings, by Customer
Figure 55: Ability to Provide Employees with Real-Time Performance Data and Gamification Results Satisfaction Ratings, by Customer
Figure 56: Ability to Automate Rewards Administration, Payouts and Fulfillment Satisfaction Ratings, by Customer
Figure 57: Ability to Create an Internal Social Community to Foster Collaboration, Encourage Peer Support and Recognize Achievements Satisfaction Ratings, by Customer
Figure 58: Ability for Agents and Managers to Easily Use and Engage with the System Satisfaction Ratings, by Customer
Figure 59: What activities is your gamification vendor supporting?
Figure 60: What are the top 3 – 5 benefits you have gained from using a gamification solution?
Figure 61: Please tell us the top 3 – 5 strengths of your gamification solution
Figure 62: What product enhancements would you like to see?
Figure 63: Please feel free to provide any additional comments about your experience with the vendor and/or product
Figure 64: Pricing for a 250-Seat Premise-Based Gamification Solution
Figure 65: Pricing for a , 250-Seat Cloud-Based Contact Center Gamification Solution
Figure 66: Pricing for a 250-Seat Managed Service Contact Center Gamification Solution

+ Report Includes

Key Elements of this Report:

  • Definition of gamification and the approaches used by the vendors who deliver these capabilities
  • Functional building blocks of contact center gamification solutions
  • High-level technical analysis, including system administration, security, and integration capabilities
  • Service deployment options for gamification solutions
  • Market and business trends and challenges that are driving investments and guiding vendor innovation
  • Gamification market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Explanation of the current uses and applications of contact center gamification and the resulting benefits
  • Discussion of how gamification promotes improved performance through employee engagement, empowerment and community
  • Insights into how the gamification of customer activities is reducing customer effort and improving the customer journey while taking customer engagement and brand loyalty to new levels
  • A look at the potential uses and benefits of gamification in the back office and across the enterprise
  • Gamification market activity analysis and 5-year market growth projections
  • Review and assessment of the gamification competitive landscape
  • Overview of the 6 leading and contending gamification vendors, including company snapshots, go-to- market strategies and product offerings
  • In-depth, side-by- side comparative analysis of the fundamental gamification capabilities in the 5 featured gamification solutions
  • Implementation analysis, including vendor methodology, best practices, training and professional services, maintenance and support, and return on investment
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 10 vendor categories and 9 product components, plus customer insights on product strengths and enhancement opportunities
  • Vendor pricing models for on-premise, cloud-based and managed service gamification solutions
  • Detailed company reports for the 6 leading and contending gamification vendors, analyzing their products, functionality and future product development plans
  • Gamification Vendor Directory
+ Table of Contents
    1. Executive Summary
    2. Introduction
    3. DMG Consulting Research Methodology
      3.1 Report Participation Criteria
    4. Service Delivery Models
      4.1 DMG Service Delivery Definitions
      4.2 Gamification Vendor Service Delivery Options
    5. What is Gamification?
      5.1 DMG’s Definition of Gamification
      5.2 Vendor Definitions of Gamification
      5.3 Vendor Gamification Approach
      5.4 Gamification Application Building Blocks
    6. High-Level Technical Summary
      6.1 Security
      6.2 Administration
      6.3 Integration
    7. 2017 Gamification Trends and Challenges
      7.1 Gamification Trends for 2017
      7.2 Gamification Challenges for 2017
    8. Gamification Market Innovation
      8.1 New Product Features
      8.2 Emerging Capabilities
    9. Game On! Why Contact Center Gamification is Serious Business
      9.1 Uses of Gamification
      9.2 Gamification Benefits
    10. Level Up! Using Gamification for Agent Engagement, Empowerment and Self-Directed Performance Improvements
    11. A League of Their Own: Customers Get in the Game
    12. All In! Enterprise Applications for Gamification
    13. Gamification Market Projections
    14. Gamification Competitive Landscape
    15. Gamification Vendors and Solutions
      15.1 Company Snapshot
      15.2 Vendor Strategy
      15.3 Vendor Offerings and Products
    16. Gamification Fundamentals
      16.1. Game Mechanics
      16.2 Rewards and Recognition
      16.3 Scorecards, Dashboards, Reporting and Analytics
      16.4 Mobility Features
    17. Implementation Analysis
      17.1 Implementation Process
      17.2 Implementation Best Practices
      17.3 Training and Professional Services
      17.4 Maintenance and Support
    18. Return on Investment
    19. Gamification Vendor Satisfaction Survey
      19.1 Survey Methodology
      19.2 Summary of Survey Findings and Analysis
      19.3 Detailed Survey Findings and Analysis
      19.4 Customer Insights
    20. Pricing
      20.1 Premise-Based Pricing
      20.2 Cloud-Based Pricing
      20.3 Managed Service Pricing
    21. Company Reports
      21.1 Agent Balance
      21.2 Clearview
      21.3 CRM Gamified
      21.4 nGUVU
      21.5 NICE
      21.6 TouchPoint One, LLC

Appendix A: Gamification Vendor Directory

Table of Figures

Figure 1: Service Delivery Models, Advantages and Disadvantages
Figure 2: DMG’s Service Delivery Model Definitions
Figure 3: Gamification Vendor Service Delivery Options
Figure 4: Vendor Definitions of Gamification
Figure 5: Vendor Gamification Approach
Figure 6: Gamification Functional Building Blocks
Figure 7: High-Level Technical Summary
Figure 8: Security
Figure 9: Administration
Figure 10: Integration Capabilities
Figure 11: 2017 Gamification Trends
Figure 12: 2017 Gamification Challenges
Figure 13: New Product Features
Figure 14: New Product Features, by Category
Figure 15: Future Enhancements
Figure 16: 2017 Enterprise Servicing Goals
Figure 17: Top 10 Ways Gamification is Being Used to Motivate/Reward Employees and Customers
Figure 18: Top 5 Quantifiable Benefits for a Gamification Solution
Figure 19: Benefits of Engaged Agents
Figure 20: Gamification Features to Promote Agent Engagement
Figure 21: Employee Engagement
Figure 22: Back-Office and Enterprise Gamification Applications
Figure 23: Gamification Market Growth Seat Projections 2017 – 2021
Figure 24: Company Information as of February 2017
Figure 25: Gamification Strategy
Figure 26: Product Information
Figure 27: Game Mechanics
Figure 28: Rewards and Recognition
Figure 29: Scorecards, Dashboards, Reporting and Analytics
Figure 30: Mobility Features
Figure 31: Implementation Process
Figure 32: Best Practices for Getting Started with Gamification
Figure 33: Implementation Best Practices
Figure 34: Training, Workshops and Professional Services
Figure 35: Maintenance and Support
Figure 36: Gamification Benefits and ROI
Figure 37: Customer Survey Rating Categories
Figure 38: Average Vendor Satisfaction Ratings, by Category
Figure 39: Current Product Satisfaction Ratings, by Customer
Figure 40: Implementation Satisfaction Ratings, by Customer
Figure 41: Professional Services Satisfaction Ratings, by Customer
Figure 42: Training Satisfaction Ratings, by Customer
Figure 43: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 44: Vendor Communication Satisfaction Ratings, by Customer
Figure 45: Product Innovation Satisfaction Ratings, by Customer
Figure 46: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 47: Pricing Satisfaction Ratings, by Customer
Figure 48: Overall Vendor Satisfaction Ratings, by Customer
Figure 49: Product Satisfaction Ratings, by Category
Figure 50: Ease of System Configuration, Set-Up and Maintenance Satisfaction Ratings by Customer
Figure 51: Ease of Integration with Third-Party Systems and Applications Satisfaction Ratings, by Customer
Figure 52: Flexibility in Creating and Customizing Gamification Programs, Reward Levels and Recognition Satisfaction Ratings, by Customer
Figure 53: Ability to Tie Gamification Programs to KPIs for Productivity, Quality, Schedule Adherence, Sales/Retention, etc. Satisfaction Ratings, by Customer
Figure 54: Ability to Support Many Levels of Competition (self, one-on-one, peer groups, teams, sites, etc.) Satisfaction Ratings, by Customer
Figure 55: Ability to Provide Employees with Real-Time Performance Data and Gamification Results Satisfaction Ratings, by Customer
Figure 56: Ability to Automate Rewards Administration, Payouts and Fulfillment Satisfaction Ratings, by Customer
Figure 57: Ability to Create an Internal Social Community to Foster Collaboration, Encourage Peer Support and Recognize Achievements Satisfaction Ratings, by Customer
Figure 58: Ability for Agents and Managers to Easily Use and Engage with the System Satisfaction Ratings, by Customer
Figure 59: What activities is your gamification vendor supporting?
Figure 60: What are the top 3 – 5 benefits you have gained from using a gamification solution?
Figure 61: Please tell us the top 3 – 5 strengths of your gamification solution
Figure 62: What product enhancements would you like to see?
Figure 63: Please feel free to provide any additional comments about your experience with the vendor and/or product
Figure 64: Pricing for a 250-Seat Premise-Based Gamification Solution
Figure 65: Pricing for a , 250-Seat Cloud-Based Contact Center Gamification Solution
Figure 66: Pricing for a 250-Seat Managed Service Contact Center Gamification Solution

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