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DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

5/10/2017

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

What:     Releases 2017 Contact Center Gamification Product and Market Report

When:    Today, 10 May 2017

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 2017 Contact Center Gamification Product and Market Report. The Report provides an in-depth analysis of the gamification market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges.

Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. For employees, the  value proposition of these solutions is that they help improve productivity, enhance quality, engage employees. For customers, gamification is intended to improve loyalty and engagement. The challenge for companies is to choose the right gamification solution for their culture and the function of their organization, and to invest continuously in these solutions to keep the gamification challenges fresh and compelling.

The concept of gamification has caught on in contact centers over the past few years, and vendors in other IT segments are also adding gamification practices to their solutions. Vendors of performance management, quality assurance, workforce management and customer relationship management solutions are embedding gamification techniques to improve adoption and utilization of their core capabilities and to address the needs of their customers.

“A growing number of applications and processes will be gamified in the future. Uses of gamification will include hiring and on-boarding of new employees, rewarding agents for successfully handling challenging situations, recognizing back-office and branch employees for outstanding performance, and much more,” said Donna Fluss, President of DMG Consulting. “Employees will benefit from a more enjoyable work experience, and customers will appreciate interacting with a highly motivated and engaged workforce that is committed to service excellence.”

DMG foresees the next 3 – 5 years to be highly productive for gamification providers, as this is an area that is attracting substantial interest and investments. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021.

The 2017 Contact Center Gamification Product and Market Report provides an in-depth analysis of this growing market. The Report analyzes 6 vendors who offer gamification solutions to contact centers, although many of the stand-alone solutions can also be applied more broadly to other enterprise departments and customers. The 5 vendors covered in detail are: Clearview, CRMGamified, nGUVU, NICE and TouchPoint One. AgentBalance is covered at a high level. To learn more about the Report, read the full abstract, including 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, Voice Biometrics, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.

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