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Contact Center Performance Management Grew by 53% in 2008 Despite Worldwide Economic Slowdown

Contact Center Performance Management Grew by 53% in 2008 Despite Worldwide Economic Slowdown

Contact Center Performance Management Grew by 53% in 2008 Despite Worldwide Economic Slowdown



WEST ORANGE, NJ – April 23, 2009 — DMG Consulting, the leader in contact center analytics research and market analysis, today published the 2009 Contact Center and Enterprise Performance Management Market Report. This year’s Report has been renamed to reflect the increasingly important role of the contact center within the greater enterprise.

Sales of contact center and enterprise performance management solutions are growing at a healthy rate, despite the worldwide economic slowdown. Seat counts grew by nearly one-half million in 2008, an increase of 53% from the prior year. The number of agents using some form of CCPM solution — a packaged application, quick-start basic capabilities, or full functionality — continued to increase in calendar year 2008. There were an estimated 1,969 worldwide implementations of CCPM and 1.4 million contact center performance management seats in use as of December 31, 2008.

“Growth in this market is being driven by the vendors’ sensitivity to customer demands,” says Donna Fluss, President of DMG Consulting. “The recession has resulted in tighter IT budgets and is forcing vendors to provide solutions that address contact center and enterprise needs with quicker deployments, faster paybacks, and actionable results. To their credit, vendors have responded by breaking their products into smaller and more manageable modules or packaged offerings that enable users to address a particular problem more rapidly. We expect continued development in this area in the next few years.”

The smaller CCPM modules and packages are designed to be implemented in 1 to 3 months, a fraction of the time it would take to implement a full solution. Examples of these new packages include solutions targeted for first call resolution (FCR), root cause analysis, next-best action, coaching, real-time reporting and rewards and incentive management. In addition, new packages are being introduced for sales and other enterprise activities, such as sales incentive compensation, up-selling and cross-selling, and sales performance and analytics. These packages provide quicker implementations, fewer resource requirements, lower costs, and more rapid ROI. They also come with a pre-defined set of KPIs, which is an important feature that users are requesting.

The 2009 Contact Center and Enterprise Performance Management Market Report examines the evolution of contact center analytics and introduces two new analytical application categories that are beginning to be adopted by sophisticated contact centers. These analytical solutions, desktop analytics (DA) and customer experience analytics (CEA), have very practical and quantifiable benefits. DA applications use an automated and systematic approach to monitor, capture, structure, analyze and report on agent desktop activity and process workflows. CEA solutions capture, measure, analyze and evaluate the quality and outcome of the customer experience throughout all stages of interactions for all customer-facing touch points, channels and activities. (For a detailed analysis of CEA and DA solutions, please refer to DMG Consulting’s Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solutions, published in March 2009.).

The 2009 Contact Center and Enterprise Performance Management Market Report is the most complete guide to contact center and enterprise performance management available in the marketplace. It encompasses vendors, products, technology, market trends, opportunities, challenges, competitive landscape, best practices, market share, projections, penetration rates, benefits, return on investment, pricing and customer references. For prospects considering new systems or upgrades, the Report provides guidance and recommendations to help select the right product and vendor. This guide also analyzes customer functional wants and needs, which translate into suggestions that vendors can use to improve these solutions and make them more appealing to a broader set of prospects.

The 2009 Contact Center and Enterprise Performance Management Market Report analyzes the entire CCPM market. It contains detailed analyses of six of the leading vendors: Aspect Software (Aspect), Enkata, Genesys, Merced Systems (Merced), Verint Systems (Verint), and Voice Print International (VPI). NICE Systems (NICE), is addressed at a high level throughout the Report, as their new offering was not yet released. Additionally, the Report looks at one of the lesser-known vendors in the market, Snowfly, a provider of workforce rewards and incentive management programs.

To learn more about DMG’s 2009 Contact Center and Enterprise Performance Management Market Report or to order a copy, go to, or contact Deborah Navarra at 516-628-1098 or

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. We are a strategic advisor to contact centers, vendors, and the financial community. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We help managers optimize the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. And, we assist vendors in developing products and services that deliver innovation and benefits that address the current and future needs of end users.

DMG Consulting is the leading provider of contact center and analytics industry research. Our reports cover many sectors, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Enterprise Feedback Management, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure and Interactive Voice Response Systems.