DMG Consulting Releases 2013 Contact Center Performance Management Market Report

7/16/2013

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

What: Releases 2013 Contact Center Performance Management Market Report

When: Today, 16 July 2013

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2013 Contact Center Performance Management Market Report. This sixth 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.

Contact center performance management (CCPM) offers a host of benefits, helping to quantify department and agent performance, share information with relevant decision-makers, and feed findings into a change management process for continuous improvement. While the concept of performance management has caught on in the enterprise, contact center adoption is lagging for a number of reasons, including the need for more market education on the advantages and uses of CCPM.

“We are still seeing contact center executives struggle to appreciate the full value of CCPM, which is unfortunate, as so many organizations would realize significant benefits right away if they used these solutions,” said Donna Fluss, President of DMG Consulting. “It’s now the vendors’ responsibility to invest in educating the market about what CCPM can help organizations achieve and why it should be considered integral to a successful contact center operation. Market perception and understanding is slowly moving in the right direction, but there is a lot of room here for growth.”

Despite its challenges, CCPM use is increasing. The number of agents using some CCPM grew by 19% between 2012 and 2013, from 1,731,138 to 2,058,017. DMG expects demand for CCPM to remain relatively steady in the next few years, with growth of 14% in 2013 and 2014, and 12% in 2015 and 2016.

The 2013 Contact Center Performance Management Market Report is designed specifically to help contact center and IT managers select the right performance management solution, functionality and vendor for their organization. The Report provides the most comprehensive and fact-based coverage of this contact center technology sector, and contains detailed analyses of the four leading and contending solutions: Aspect Software, Cisco, NICE Systems and Verint Systems. Five other vendors with emerging applications – Avaya, CallCopy, Inova Solutions, Metrica Systems and Voice Print International (VPI) – are covered at a high level.

To learn more about the 2013 Contact Center Performance Management Market Report, read the abstract, and the table of contents. To order your copy, visit www.dmgconsult.com, or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office 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 center and back-office environments 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 contact center, back-office and analytics IT markets, including: Social Customer Care, Workforce Optimization (WFO, Quality Management/Liability Recording), Speech Analytics, Text Analytics, Desktop Analytics, Performance Management, Surveying/Voice of the Customer, Workforce Management, Cloud-Based Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit www.dmgconsult.com.