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Contact Center Performance Management

2014 Contact Center Performance Management Market Report

Contact center performance management (CCPM) is finally coming into its own. Big data, employee engagement, and the increasing importance of capturing and analyzing the customer journey are causing end users from both inside and outside the contact center to reconsider CCPM and appreciate its value.

The essential guide to understanding CCPM

DMG Consulting’s seventh annual Contact Center Performance Management (CCPM) Market Report provides an in-depth look at this key IT sector. The Report is designed specifically to help contact center and IT managers select the right performance management solution, functionality and vendor for their organization. This 211-page Report encompasses vendors, products, technology, market trends and challenges, benefits, return on investment, competitive landscape, market share, market projections, adoption rates, pricing, and best practices for implementing these solutions.

The 2014-2015 Contact Center Performance Management Market Report is the most complete and timely guide to this IT sector. 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.

Key Elements of this Report:

  • Definition of CCPM, including an analysis of the performance management process and review of the functional building blocks that comprise these solutions
  • Review of currently available service delivery options
  • Analysis of the trends and challenges that are driving technical and functional innovation, usability and market adoption
  • Evaluation of new product features and enhancements, and a preview of what the vendors plan to deliver in the next 12 – 18 months
  • Discussion of how historical and real-time CCPM support the development of a performance-driven culture
  • Introduction of new customer-centric metrics – how to measure what’s important to customers as well as the top key performance indicator (KPI) requirements for managing a contact center
  • Review of how CCPM is being leveraged to improve the output of workforce optimization (WFO) modules and suites
  • Discussion of the emergence of back-office performance management
  • Analysis of how CCPM is meeting the “big data” challenge in capturing, measuring, understanding and improving the cross-channel customer journey
  • Market activity and market share analysis, adoption rate, and three-year projections for 2014 – 2016
  • Overview of the CCPM competitive landscape and the six vendor categories
  • Company snapshots and product overviews for the six leading and contending CCPM vendors
  • Analysis of ROI and the benefits enterprises should expect to realize from a successful CCPM implementation
  • Implementation analysis, including vendor best practices, maintenance and support policies, training/workshops, integration and professional services
  • Detailed pricing comparison and analysis for premise-based, hosted and managed service CCPM solutions
  • In-depth side-by-side comparative analyses of the functional and technical capabilities of the three leading CCPM vendors
  • Company reports for the six leading and contending competitors, analyzing their products, functionality and future product development plans
  • Vendor Directory featuring 33 contact center CCPM competitors

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3. 1 Report Participation Criteria
4. What is Real-Time Performance Management?
4.1 Real-Time vs. Historical Performance Management
4.2 Real-Time Key Performance Indicators
5. High-Level Functional Summary
5.1 Administration
6. High-Level Technical Summary
6.1 Security
6.2 Integration Capabilities
6.3 Workflow
7. Service Delivery Models for Real-Time Performance Management Solutions
7.1 DMG Service Delivery Definitions
7.2 Vendor Service Delivery Options
8. Real-Time Performance Management Trends and Challenges
8.1 Real-Time Contact Center Performance Management Trends
8.2 Real-Time Contact Center Performance Management Challenges
9. Real-Time Contact Center Performance Management Market Innovation
9.1 New Product Features
9.2 Future Enhancements
10. The Servicing Revolution
10.1 The Disconnect Between Enterprises and their Customers
10.2 What Customers Want
10.3 Customer-Centric KPIs
10.4 How Real-Time Performance Management Helps Companies Meet their Customers’ Needs
11. Real-Time Performance Management Delivers to Top Enterprise Servicing Goals for 2016
11.1 Deliver an Outstanding Customer Experience
11.2 Improve Productivity
11.3 Reduce the Cost of Service
11.4 Increase the Use of Self-Service
11.5 Reduce Customer Effort
11.6 Enhance Reporting and Analytics
11.7 Improve Customer Retention
11.8 Enhance Customer Engagement
11.9 Improve Cross-Departmental Coordination
11.10 Enhance Staff Engagement
11.11 Leveraging Real-Time Performance Management to Support a Culture of Change
12. Once is Not Enough: Replacing Annual Performance Appraisals with Real-Time Performance Management
12.1 The New Workplace/Workforce Paradigm
12.2 It’s Time for a Change: Transforming the Performance Evaluation Process
13. Real-Time Performance Management Delivers Actionable Insights
13.1 Balanced Scorecards
13.2 Dashboards, Reporting and Analytics
14. Self-Directed Performance Management with Gamification
15. Bottom-Line Benefits of Sales Performance Management
16. Performance Management Market Projections
17. Real-Time Contact Center Performance Management Competitive Landscape
17.1 Featured Real-Time Contact Center Performance Management Vendors
18. Real-Time Performance Management Vendors and Solutions
18.1 Company Snapshot
18.2 Vendor Offerings and Products
18.3 Packaged Real-Time Performance Management Offerings
19. Real-Time Performance Management Benefits and Return on Investment
19.1 ROI Analysis
19.2 Benefits
20. Implementation Analysis
20.1 Implementation Process
20.2 Implementation Best Practices
20.3 Training and Professional Services
20.4 Maintenance and Support
21. Pricing
21.1 Premise-Based Pricing
21.2 Cloud-Based Pricing
21.3 Managed Service Pricing
22. Company Reports
22.1 AgentBalance
22.2 Clearview
22.3 TouchPoint One, LLC
Appendix: Real-Time Contact Center Performance Management Vendor Directory

Table of Figures

Figure 1: Features and Benefits of Real-Time Performance Management
Figure 2: Historical vs. Real-Time Performance Management
Figure 3: Real-Time KPIs
Figure 4: High-Level Functional Summary
Figure 5: Administration
Figure 6: High-Level Technical Analysis
Figure 7: Security
Figure 8: Integration Capabilities
Figure 9: Workflow/Business Process Management
Figure 10: Service Delivery Models, Advantages and Disadvantages
Figure 11: DMG’s Service Delivery Model Definitions
Figure 12: Real-Time Performance Management Vendor Service Delivery Options
Figure 13: Real-Time Contact Center Performance Management Trends
Figure 14: Real-Time Contact Center Performance Management Challenges
Figure 15: New Product Features
Figure 16: Future Enhancements
Figure 17: Enterprise View vs. Customer View
Figure 18: Top Contact Center Servicing Practices
Figure 19: Customer-Focused KPIs
Figure 20: Real-Time Performance Management Customer Centric KPIs
Figure 21: 2016 Top 10 Enterprise Servicing Goals
Figure 22: Leveraging Real-Time PM to Deliver an Outstanding Customer Experience
Figure 23: Leveraging Real-Time PM to Improve Productivity
Figure 24: Leveraging Real-Time PM to Reduce the Cost of Service
Figure 25: Leveraging Real-Time PM to Increase the Use of Self-Service
Figure 26: Leveraging Real-Time PM to Reduce Customer Effort
Figure 27: Leveraging Real-Time PM to Enhance Reporting and Analytics
Figure 28: Leveraging Real-Time PM to Improve Customer Retention
Figure 29: Leveraging Real-Time Performance Management to Enhance Customer Engagement
Figure 30: Leveraging Real-Time Performance Management to Improve Cross-Departmental Coordination
Figure 31: Leveraging Real-Time PM to Enhance Staff Engagement
Figure 32: Leveraging Real-Time PM to Support a Culture Of Change
Figure 33: Annual Appraisal vs. Real-Time Performance Management
Figure 34: Balanced Scorecards
Figure 35: Dashboards, Reporting and Analytics
Figure 36: Gamification
Figure 37: Real-Time Sales Performance Management
Figure 38: Performance Management Market Projections, 2016 – 2020
Figure 39: Company Information
Figure 40: Product Information
Figure 41: Packaged Offerings
Figure 42: Real-Time Performance Management ROI
Figure 43: Top 5 Quantifiable Benefits From Real-Time Performance Management
Figure 44: Vendor Implementation Process
Figure 45: Implementation Best Practices
Figure 46: Training and Professional Services
Figure 47: Maintenance and Support
Figure 48: Pricing for a 250-Seat Premise-Based Real-Time Performance Management Implementation
Figure 49: Pricing for a 250-Seat Cloud-Based Real-Time Performance Management Implementation

+ Key Elements of the Report

Key Elements of this Report:

  • Definition of CCPM, including an analysis of the performance management process and review of the functional building blocks that comprise these solutions
  • Review of currently available service delivery options
  • Analysis of the trends and challenges that are driving technical and functional innovation, usability and market adoption
  • Evaluation of new product features and enhancements, and a preview of what the vendors plan to deliver in the next 12 – 18 months
  • Discussion of how historical and real-time CCPM support the development of a performance-driven culture
  • Introduction of new customer-centric metrics – how to measure what’s important to customers as well as the top key performance indicator (KPI) requirements for managing a contact center
  • Review of how CCPM is being leveraged to improve the output of workforce optimization (WFO) modules and suites
  • Discussion of the emergence of back-office performance management
  • Analysis of how CCPM is meeting the “big data” challenge in capturing, measuring, understanding and improving the cross-channel customer journey
  • Market activity and market share analysis, adoption rate, and three-year projections for 2014 – 2016
  • Overview of the CCPM competitive landscape and the six vendor categories
  • Company snapshots and product overviews for the six leading and contending CCPM vendors
  • Analysis of ROI and the benefits enterprises should expect to realize from a successful CCPM implementation
  • Implementation analysis, including vendor best practices, maintenance and support policies, training/workshops, integration and professional services
  • Detailed pricing comparison and analysis for premise-based, hosted and managed service CCPM solutions
  • In-depth side-by-side comparative analyses of the functional and technical capabilities of the three leading CCPM vendors
  • Company reports for the six leading and contending competitors, analyzing their products, functionality and future product development plans
  • Vendor Directory featuring 33 contact center CCPM competitors
+ Table of Contents

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3. 1 Report Participation Criteria
4. What is Real-Time Performance Management?
4.1 Real-Time vs. Historical Performance Management
4.2 Real-Time Key Performance Indicators
5. High-Level Functional Summary
5.1 Administration
6. High-Level Technical Summary
6.1 Security
6.2 Integration Capabilities
6.3 Workflow
7. Service Delivery Models for Real-Time Performance Management Solutions
7.1 DMG Service Delivery Definitions
7.2 Vendor Service Delivery Options
8. Real-Time Performance Management Trends and Challenges
8.1 Real-Time Contact Center Performance Management Trends
8.2 Real-Time Contact Center Performance Management Challenges
9. Real-Time Contact Center Performance Management Market Innovation
9.1 New Product Features
9.2 Future Enhancements
10. The Servicing Revolution
10.1 The Disconnect Between Enterprises and their Customers
10.2 What Customers Want
10.3 Customer-Centric KPIs
10.4 How Real-Time Performance Management Helps Companies Meet their Customers’ Needs
11. Real-Time Performance Management Delivers to Top Enterprise Servicing Goals for 2016
11.1 Deliver an Outstanding Customer Experience
11.2 Improve Productivity
11.3 Reduce the Cost of Service
11.4 Increase the Use of Self-Service
11.5 Reduce Customer Effort
11.6 Enhance Reporting and Analytics
11.7 Improve Customer Retention
11.8 Enhance Customer Engagement
11.9 Improve Cross-Departmental Coordination
11.10 Enhance Staff Engagement
11.11 Leveraging Real-Time Performance Management to Support a Culture of Change
12. Once is Not Enough: Replacing Annual Performance Appraisals with Real-Time Performance Management
12.1 The New Workplace/Workforce Paradigm
12.2 It’s Time for a Change: Transforming the Performance Evaluation Process
13. Real-Time Performance Management Delivers Actionable Insights
13.1 Balanced Scorecards
13.2 Dashboards, Reporting and Analytics
14. Self-Directed Performance Management with Gamification
15. Bottom-Line Benefits of Sales Performance Management
16. Performance Management Market Projections
17. Real-Time Contact Center Performance Management Competitive Landscape
17.1 Featured Real-Time Contact Center Performance Management Vendors
18. Real-Time Performance Management Vendors and Solutions
18.1 Company Snapshot
18.2 Vendor Offerings and Products
18.3 Packaged Real-Time Performance Management Offerings
19. Real-Time Performance Management Benefits and Return on Investment
19.1 ROI Analysis
19.2 Benefits
20. Implementation Analysis
20.1 Implementation Process
20.2 Implementation Best Practices
20.3 Training and Professional Services
20.4 Maintenance and Support
21. Pricing
21.1 Premise-Based Pricing
21.2 Cloud-Based Pricing
21.3 Managed Service Pricing
22. Company Reports
22.1 AgentBalance
22.2 Clearview
22.3 TouchPoint One, LLC
Appendix: Real-Time Contact Center Performance Management Vendor Directory

Table of Figures

Figure 1: Features and Benefits of Real-Time Performance Management
Figure 2: Historical vs. Real-Time Performance Management
Figure 3: Real-Time KPIs
Figure 4: High-Level Functional Summary
Figure 5: Administration
Figure 6: High-Level Technical Analysis
Figure 7: Security
Figure 8: Integration Capabilities
Figure 9: Workflow/Business Process Management
Figure 10: Service Delivery Models, Advantages and Disadvantages
Figure 11: DMG’s Service Delivery Model Definitions
Figure 12: Real-Time Performance Management Vendor Service Delivery Options
Figure 13: Real-Time Contact Center Performance Management Trends
Figure 14: Real-Time Contact Center Performance Management Challenges
Figure 15: New Product Features
Figure 16: Future Enhancements
Figure 17: Enterprise View vs. Customer View
Figure 18: Top Contact Center Servicing Practices
Figure 19: Customer-Focused KPIs
Figure 20: Real-Time Performance Management Customer Centric KPIs
Figure 21: 2016 Top 10 Enterprise Servicing Goals
Figure 22: Leveraging Real-Time PM to Deliver an Outstanding Customer Experience
Figure 23: Leveraging Real-Time PM to Improve Productivity
Figure 24: Leveraging Real-Time PM to Reduce the Cost of Service
Figure 25: Leveraging Real-Time PM to Increase the Use of Self-Service
Figure 26: Leveraging Real-Time PM to Reduce Customer Effort
Figure 27: Leveraging Real-Time PM to Enhance Reporting and Analytics
Figure 28: Leveraging Real-Time PM to Improve Customer Retention
Figure 29: Leveraging Real-Time Performance Management to Enhance Customer Engagement
Figure 30: Leveraging Real-Time Performance Management to Improve Cross-Departmental Coordination
Figure 31: Leveraging Real-Time PM to Enhance Staff Engagement
Figure 32: Leveraging Real-Time PM to Support a Culture Of Change
Figure 33: Annual Appraisal vs. Real-Time Performance Management
Figure 34: Balanced Scorecards
Figure 35: Dashboards, Reporting and Analytics
Figure 36: Gamification
Figure 37: Real-Time Sales Performance Management
Figure 38: Performance Management Market Projections, 2016 – 2020
Figure 39: Company Information
Figure 40: Product Information
Figure 41: Packaged Offerings
Figure 42: Real-Time Performance Management ROI
Figure 43: Top 5 Quantifiable Benefits From Real-Time Performance Management
Figure 44: Vendor Implementation Process
Figure 45: Implementation Best Practices
Figure 46: Training and Professional Services
Figure 47: Maintenance and Support
Figure 48: Pricing for a 250-Seat Premise-Based Real-Time Performance Management Implementation
Figure 49: Pricing for a 250-Seat Cloud-Based Real-Time Performance Management Implementation

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