DMG Consulting Releases 2016 Real-Time Contact Center Performance Management Market Report
6/8/2016
Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services
What: Releases 2016 Real-Time Contact Center Performance Management Market Report
When: Today, 8 June 2016
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 2016 Real-Time Contact Center Performance Management Market Report. This is DMG’s 8th industry report on contact center performance management (CCPM), but it is the first to concentrate exclusively on the real-time features of these valuable solutions. The Report is designed to help enterprise, contact center and IT professionals understand how real-time contact center performance management works, its uses and benefits, and how it can profoundly impact the ways that organizations measure, motivate and reward employee performance in contact centers and back-office departments.
Real-time contact center performance management solutions consolidate data from disparate third-party operating systems and applications to give contact center managers the insights about departmental and individual employee performance that they need to chart the right course of action throughout the day. In doing so, they improve customer and agent satisfaction, drive quantifiable improvements in agent productivity and quality, and reduce operating costs. The potential for real-time contact center performance management is great. Adoption will increase as the vendors get better at explaining their benefits. DMG expects the CCPM market to grow by 12% in 2016, 14% between 2017 and 2019, and 12% in 2020.
“The number-one ‘ask’ by contact center managers is for real-time data,” said Donna Fluss, president of DMG Consulting. “Contact centers are real-time organizations that are managed using primarily historical information, which limits their responsiveness to changing dynamics. Real-time performance management solutions give managers the information they need to alter outcomes and the customer journey.”
The 2016 Real-Time Contact Center Performance Management Market Reportprovides a timely and detailed guide to this emerging IT sector. It defines these emerging solutions and examines the vendors, products, technology, trends, challenges, benefits, return on investment (ROI), competitive landscape, market projections, pricing and implementation best practices. The Report analyzes the offerings of three vendors, AgentBalance, Clearview and TouchPoint One.
To learn more about the Report, read the full abstract and the table of contents. To order, visit www.dmgconsult.com.
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: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, Enterprise Feedback Management/Surveying, Cloud-Based Contact Center Infrastructure, Outbound Solutions, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.