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DMG Consulting Releases 2014-2015 Contact Center Performance Management Market Report

DMG Consulting Releases 2014-2015 Contact Center Performance Management Market Report

5/28/2014

      

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

What:    Releases seventh annual Contact Center Performance Management Market Report

When:    Today, 28 May 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 Performance Management Market Report. The Report reveals that performance management solutions are finally finding their place in the contact center as well as in the back office. Big data, employee engagement, and the increasing importance of capturing and analyzing the customer journey are driving customers to invest in contact center performance management (CCPM) applications.

Although adoption of CCPM has been slower than for many other contact center applications, vendors continue to invest in making these solutions easier to use, and buyers are paying greater attention. As of April 2014, the adoption rate of CCPM applications was 13.8%. This is a slight increase from the 2013 adoption rate of 13.4%, and a significant increase from the 2012 adoption rate of 11.7%.

“CCPM solutions offer powerful capabilities that can improve quality and productivity and enhance the customer experience. The challenge is getting more organizations to understand CCPM and how it can help them dramatically improve their operations,” said Donna Fluss, President of DMG Consulting. “There is more work to be done on the solutions to make them easier to use and make the findings more actionable, but the vendors ‘get it’ and are making the investments.” DMG expects CCPM adoption to continue to increase slowly over the next few years, with revenue growing by 14% in each of the next three years, 2014 through 2016. ”

This seventh annual edition of the Contact Center Performance Management Market Report. features comprehensive vendor, product, functional, technical and pricing information, as well as insight into market trends and challenges, return on investment (ROI), and implementation best practices. It covers the entire CCPM market, with detailed analyses of the solutions offered by three leading vendors: NICE Systems, Verint Systems and VPI. Three other vendors – ClearView, Inova and Metrica – are covered at a high level.

To learn more about the 2014-2015 Contact Center Performance Management 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 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.