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DMG Consulting Releases 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report

DMG Consulting Releases 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report

DMG Consulting Releases 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report

8/23/2011

    

Who:     DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services

What:     Releases 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report

When:   Today, 23 August 2011

Where:  Available at the DMG Consulting online store: www.dmgconsult.com/store/store.asp

Background:

DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today released its 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report. This Report offers a fresh and innovative approach to evaluating CCPM products and the market. The Report uses feedback from a DMG benchmark study of executives and managers from around the world to identify the top business criteria to use in evaluating leading and contending CCPM solutions. This unique “end-user perspective” provides unparalleled insight into user requirements, how CCPM solutions are currently being used, and what enhancements end users expect from these solutions in the future.

The 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report has three high-value components. It begins by presenting the findings of a benchmark study of CCPM requirements; this analysis helps end users evaluate and prioritize their own CCPM requirements. The Report then presents and analyzes the capabilities of leading and contending CCPM solutions so that end users can find the right solution to help them achieve their corporate and contact center goals. The Report also provides a detailed analysis of the CCPM competitive landscape, including a comparative analysis of how the leading and contending CCPM vendors are delivering the functionality that end users require to improve contact center performance.

“CCPM solutions provide an objective method for measuring and evaluating the performance of all types of contact center activities, from agent performance to up-sell/cross sell,” said Donna Fluss, President of DMG Consulting. “The adoption of packaged CCPM solutions continues to be slow because of market confusion about the purpose and benefits of these highly valuable solutions. The 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report was created to assist contact center managers in understanding how CCPM solutions help them resolve their business challenges.”

The 2011 – 2012 Contact Center Performance Management and Benchmark Study and Market Report clarifies how leading and contending CCPM solutions address their most significant business challenges. The Report also reveals:

  • CCPM is still primarily a contact center application: 70.9% of respondents stated that they did not have a performance management system that was used by executives outside of the contact center. This finding reflects one of the major challenges of this IT segment – enterprise executives still do not appreciate the benefits of these solutions.
  • CCPM delivers tactical results: Respondents cited improved service quality, an improved customer experience, and the ability to identify agent training needs as the top three uses of CCPM output. These activities correlate directly to the number-one contact center and enterprise goal for 2011: improving customer service.
  • Real-time vs. historical CCPM: 74.8% of respondents engage in both real-time and historical CCPM, and recognize the value that these different yet complementary functions provide for their contact centers
  • CCPM is an essential productivity tool: The benchmark study found that CCPM solutions help them reduce the manual effort involved in collecting, analyzing, producing and distributing performance data, and achieving better reporting.

DMG’s 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report discusses the significance of each finding in the benchmark survey, as well as its implications for CCPM vendors and the market. The Report provides a side-by-side functional analysis showing how each of the leading and contending CCPM vendors – Aspect, Enkata, HardMetrics, KnoahSoft, Merced, NICE, Verint and VPI – addresses the issues most important to end users around the world. It explains the strategic, tactical and practical applications of CCPM, how these solutions are currently being utilized, the benefits derived from these solutions, and identifies the “must-have” functional modules that support both the tactical needs of contact centers and the strategic initiatives of the enterprise.

To learn more about the 22011 – 2012 Contact Center Performance Management Benchmark Study and Market Report, read the abstract and the table of contents. To order your copy, visit www.dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

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 end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit www.dmgconsult.com.