DMG Consulting Releases 2014-2015 Contact Center Gamification Product and Market Report

9/17/2014

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

What: Releases 2014-2015 Contact Center Gamification Product and Market Report

When: Today, 17 September 2014

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 2014-2015 Contact Center Gamification Product and Market Report. The Report, the only one of its kind, explores the vendors, go-to-market strategies, products and services, technology, functional capabilities, pricing and planned innovations in this emerging market. .

While reward and incentive programs have existed in various iterations for decades, companies are now being offered packaged gamification solutions with a framework, development environment and tools to create their own custom programs. The goal is to engage both internal employees as well as customers with game mechanics, intrinsic and extrinsic rewards, and recognition rooted in the principles of behavioral science.

“Playing on people’s general love of gaming – back to pinball machines and arcade games, now Angry Birds and Candy Crush – gamification solutions are just new tools to create employee satisfaction, friendly competition, and brand loyalty among customers,” said Donna Fluss, President of DMG Consulting. “What keeps workers more engaged or customers coming back time and again more than the opportunity of ‘winning’ or to be rewarded for accomplishmenst and status achievements?”

Over the next 18 – 24 months, DMG expects to see substantial research and development (R&D) investments in the area of gamification. Although most of the demand is currently being seen in the US, interest in gamification functionality will grow quickly across other geographies. Contact center vendors will continue to incorporate gaming techniques into their solutions through internal development, partnerships and/or acquisitions.

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. The 2014-2015 Contact Center Gamification Product and Market Report is the only guide to the gamification solutions market. It covers five vendors in detail: Badgeville, Bunchball, ClearView, PlayVox and Snowfly. nGUVU, with a solution expected to be released in January 2015, is covered at a higher level.

To learn more about the 2014-2015 Contact Center Gamification Product and Market Report, read the abstract, and the table of contents. or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), speech analytics, workforce management, performance management, desktop analytics, surveying/voice of the customer, text analytics, cloud-based contact center infrastructure, dialing, interactive voice response systems and proactive customer care. Our actionable solutions are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months. Learn more at www.dmgconsult.com.