DMG Consulting Releases 2012 Contact Center Performance Management Market Report

8/8/2012

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

What: Releases fifth annual Contact Center Performance Management Market Report

When: Today, 8 August 2012

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

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2012 Contact Center Performance Management Market Report. This fifth annual edition of the Report features comprehensive vendor, product, functional, technical and pricing information, as well as insight into market trends and challenges, customer satisfaction with vendors, and implementation best practices.

Both a process and an application, CCPM is a mission-critical tool for capturing and analyzing all aspects of a contact center or department’s performance, and for rapidly identifying when goals are not being met. Although it has many benefits for agents, contact centers, enterprises, and customers, CCPM’s adoption has been slow – a key issue being lack of clarity about its contributions and benefits. Despite these challenges, however, the number of agents using some CCPM increased in calendar year 2012. Total CCPM seats grew from 483,949 in September 2006 to 1,731,138 in April 2012, a compounded annual growth rate (CAGR) of 25.6%.

“CCPM offers tremendous value in helping contact centers identify and address performance and quality issues, however, it is largely misunderstood and therefore undervalued in the market,” said Donna Fluss, President of DMG Consulting. “As vendors invest to make their solutions more real-time and better able to deliver operational improvements, users will see the benefits more clearly and buyers will become increasingly attracted to the results CCPM can help them deliver.”

DMG projects the number of CCPM seats to grow by 12%, 14%, 14% and 12% in each of the four years from 2012 to 2015, respectively. DMG also expects downward pressure on the price per seat, as vendors compete aggressively to win customers. This will give prospects a great opportunity to negotiate a favorable deal.

The 2012 Contact Center Performance Management Market Report is the most comprehensive, fact-based and timely analysis of this technology sector. It contains detailed analyses of the six leading and contending vendors: Aspect Software (Aspect), Enkata, Exony, NICE Systems (NICE) and Verint Systems (Verint). Voice Print International (VPI), which has been selling real-time CCPM for years, is also covered at a high level in this Report.

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

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in telephony, contact centers, real-time analytics and the back office. 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 telephony and contact center markets, including: Workforce Optimization (WFO)/Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Voice of the Customer, Workforce Management, Text Analytics, Desktop Analytics, Hosted Contact Center Infrastructure, Interactive Voice Response, Proactive Customer Care, Unified Communications and Outbound Dialing. For more information, visit www.dmgconsult.com.