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Contact Center Gamification

2014-2015 Contact Center Gamification Product and Market Report

DMG Consulting’s first report on this sector, the 2014 – 2015 Contact Center Gamification Product and Market Report provides the only in-depth analysis of these emerging solutions in the market. DMG expects interest in and demand for gamification to grow quickly, and for this functionality to become a standard component of contact center WFO solution suites.

Breaking Coverage of New and Emerging Markets

DMG covers new contact center trends and IT sectors that are likely to have a lasting impact on the market. Coverage is initiated early to help end-user organizations understand emerging solutions and provide information that helps prospects identify and acquire the right solution for their environment. The 2014-2015 Contact Center Gamification Product and Market Report is the authoritative guide for companies that want to understand these emerging solutions.

A growing number of contact center requests for proposals (RFPs) for workforce optimization (WFO) solutions are asking vendors if they offer gamification functionality. These capabilities are a logical fit for WFO suites, and many of the leading and contending WFO suite providers have already incorporated, or are planning to incorporate, gamification modules into their solutions. Gamification is designed to engage employees and customers using game mechanics, intrinsic and extrinsic rewards, and recognition rooted in the principles of behavioral science, to drive desired outcomes. These new applications are growing in popularity and are being incorporated into internal production environments and customer-facing websites to engage and retain personnel and customers.

The Only Comprehensive Guide to the Contact Center Gamification Market

The 2014 – 2015 Contact Center Gamification Product and Market Report is the only in-depth analysis of these emerging solutions. This timely and thorough guide analyzes six vendors who provide gamification solutions to contact centers. Five vendors — Badgeville, Bunchball, ClearView, PlayVox and Snowfly — are covered in detail. nGUVU, who has a solution expected to be released in January 2015, is covered at a higher level. This Report explores vendors, products, and how to use these solutions. Specifically, it looks at the companies, go-to-market strategies, products and services, underlying technology, functional capabilities, pricing and planned innovations. It also analyzes market trends and challenges and the competitive landscape, and provides insight into market activity and implementation best practices to help users understand this sector and acquire the best capabilities for their organization.

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Gamification?
4.1 Gamification Defined
4.2 Vendor Gamification Approach
4.3 Core, Value-Added and Optional Components of Gamification Solutions
5. Gamification in the Contact Center Ecosystem
6. Gamification Service Delivery Models
7. Gamification Trends and Challenges
8. Gamification Market Innovation
9. Millennials, Social Media and the New Rules of Customer Engagement
9.1 Millennials and the New Workforce Demographic
9.2 Let the Games Begin
10. What Gamification Does and Does Not Accomplish
10.1 Do’s and Don’ts of Gamification
10.2 Gamification Decision Framework
11. Gamification Market Activity
12. Gamification Competitive Landscape
13. Gamification Vendors and Solutions
13.1 High-Level Company Summary
13.2 Vendor Strategies
13.3 Vendor Offerings and Products
13.4 High-Level Product Information
14. Gamification Detailed Functional Analysis
14.1 Gamification Features
14.2 Rewards and Recognition
14.3 Design, Set-Up and Configuration
14.4 Integration
14.5 Reporting, Dashboards and Analytics
15. Gamification Uses, Benefits and Return on Investment (ROI)
15.1 Uses of Gamification
15.2 Benefits of Gamification
15.3 ROI Benefit Categories
16. Implementation Analysis
16.1 Implementation Process
16.2 Training, Workshops and Support Services
16.3 Implementation Best Practices
17. Pricing
17.1 Cloud-Based Pricing
18. Company Reports
18.1 Badgeville
18.2 Bunchball
18.3 ClearView
18.4 nGUVU
18.5 PlayVox
18.6 Snowfly
Appendix: Contact Center Gamification Vendor Directory

Table of Figures

Figure 1:

Vendor Definition of Gamification
Figure 2: Vendor Gamification Approach
Figure 3: Gamification Functional Building Blocks
Figure 4: Gamification Trends
Figure 5: Gamification Challenges
Figure 6: Future Enhancements
Figure 7: Millennial Generation Workforce Profile
Figure 8: Providing Timely Feedback is Essential for Motivating a Millennial Workforce
Figure 9: Gamification Features to Support the Millennial Workforce Challenge
Figure 10: Gamification Do’s and Don’ts
Figure 11: Gamification Decision Framework
Figure 12: Market Activity
Figure 13: Company Information
Figure 14: Vendor Gamification Strategy
Figure 15: Gamification Products
Figure 16: High-Level Product Information
Figure 17: Gamification Features
Figure 18: Rewards and Recognition
Figure 19: Design, Set-Up and Configuration
Figure 20: Integration
Figure 21: Reporting, Analytics and Dashboards
Figure 22: Gamification Uses
Figure 23: Benefits of Gamification
Figure 24: Vendor Benefit Categories Used to Calculate ROI
Figure 25: Vendor Implementation Process
Figure 26: Training, Workshops and Support Services
Figure 27: Implementation Best Practices
Figure 28: Gamification Costs – Cloud-Based (for a 250-seat contact center)
Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

+ Key Elements of this Report

The Only Comprehensive Guide to the Contact Center Gamification Market

The 2014 – 2015 Contact Center Gamification Product and Market Report is the only in-depth analysis of these emerging solutions. This timely and thorough guide analyzes six vendors who provide gamification solutions to contact centers. Five vendors — Badgeville, Bunchball, ClearView, PlayVox and Snowfly — are covered in detail. nGUVU, who has a solution expected to be released in January 2015, is covered at a higher level. This Report explores vendors, products, and how to use these solutions. Specifically, it looks at the companies, go-to-market strategies, products and services, underlying technology, functional capabilities, pricing and planned innovations. It also analyzes market trends and challenges and the competitive landscape, and provides insight into market activity and implementation best practices to help users understand this sector and acquire the best capabilities for their organization.

+ Table of Contents

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Gamification?
4.1 Gamification Defined
4.2 Vendor Gamification Approach
4.3 Core, Value-Added and Optional Components of Gamification Solutions
5. Gamification in the Contact Center Ecosystem
6. Gamification Service Delivery Models
7. Gamification Trends and Challenges
8. Gamification Market Innovation
9. Millennials, Social Media and the New Rules of Customer Engagement
9.1 Millennials and the New Workforce Demographic
9.2 Let the Games Begin
10. What Gamification Does and Does Not Accomplish
10.1 Do’s and Don’ts of Gamification
10.2 Gamification Decision Framework
11. Gamification Market Activity
12. Gamification Competitive Landscape
13. Gamification Vendors and Solutions
13.1 High-Level Company Summary
13.2 Vendor Strategies
13.3 Vendor Offerings and Products
13.4 High-Level Product Information
14. Gamification Detailed Functional Analysis
14.1 Gamification Features
14.2 Rewards and Recognition
14.3 Design, Set-Up and Configuration
14.4 Integration
14.5 Reporting, Dashboards and Analytics
15. Gamification Uses, Benefits and Return on Investment (ROI)
15.1 Uses of Gamification
15.2 Benefits of Gamification
15.3 ROI Benefit Categories
16. Implementation Analysis
16.1 Implementation Process
16.2 Training, Workshops and Support Services
16.3 Implementation Best Practices
17. Pricing
17.1 Cloud-Based Pricing
18. Company Reports
18.1 Badgeville
18.2 Bunchball
18.3 ClearView
18.4 nGUVU
18.5 PlayVox
18.6 Snowfly
Appendix: Contact Center Gamification Vendor Directory

Table of Figures

Figure 1:

Vendor Definition of Gamification
Figure 2: Vendor Gamification Approach
Figure 3: Gamification Functional Building Blocks
Figure 4: Gamification Trends
Figure 5: Gamification Challenges
Figure 6: Future Enhancements
Figure 7: Millennial Generation Workforce Profile
Figure 8: Providing Timely Feedback is Essential for Motivating a Millennial Workforce
Figure 9: Gamification Features to Support the Millennial Workforce Challenge
Figure 10: Gamification Do’s and Don’ts
Figure 11: Gamification Decision Framework
Figure 12: Market Activity
Figure 13: Company Information
Figure 14: Vendor Gamification Strategy
Figure 15: Gamification Products
Figure 16: High-Level Product Information
Figure 17: Gamification Features
Figure 18: Rewards and Recognition
Figure 19: Design, Set-Up and Configuration
Figure 20: Integration
Figure 21: Reporting, Analytics and Dashboards
Figure 22: Gamification Uses
Figure 23: Benefits of Gamification
Figure 24: Vendor Benefit Categories Used to Calculate ROI
Figure 25: Vendor Implementation Process
Figure 26: Training, Workshops and Support Services
Figure 27: Implementation Best Practices
Figure 28: Gamification Costs – Cloud-Based (for a 250-seat contact center)
Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

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