Top Menu

Desktop Analytics

2013-2014 Desktop Analytics Product and Market Report

Adoption of desktop analytics is poised to take off over the next few years. Desktop analytics solutions are attractive because they can address internal demands and satisfy external requirements, including regulations that tightly control the dissemination of sensitive customer information across a variety of industries. Desktop analytics can also do something that few consider; by providing visibility into the fulfillment process, these applications can “watch” to see if agents are delivering on their promises to customers – providing a true closed-loop analysis of the entire customer experience.

Market-Leading Research on Emerging Technology Sectors

Desktop analytics (DA) is a very powerful application that has the potential to drastically improve the quality and reduce the cost of handling interactions in front and back-office operating environments by providing visibility into everything employees do at their desktops. It is capable of delivering increasing value and benefits to organizations, depending on how it is used. DA has evolved into a multi-faceted suite with as many as five core modules. Each of these modules yields substantial productivity improvements and cost savings for operating departments, while improving quality by reducing human errors.

The 2013 – 2014 Desktop Analytics Market Report covers vendors, products, technology, functionality, market activity, projections, benefits, return on investment (ROI), trends, challenges, uses, implementation best practices and pricing. The Report explains how desktop analytics provides transparency into what agents and back-office employees are doing at their desktops and how that activity can impact productivity and business results. This Report is intended to make sense out of this emerging and important IT sector, and to help companies identify and select the right DA solution to meet their needs.

The 2013 – 2014 Desktop Analytics Market Report is the most complete guide to the DA market. It closely analyzes the four leading desktop analytics vendors — Cicero, NICE, OpenSpan and Verint — and provides a high-level evaluation of three other vendors with emerging solutions: Calabrio, Uptivity and VPI.

Key Elements of this Report:

  • Critique of the desktop analytics market, including the competitive landscape, detailed company reports, and product assessments for the seven leading and contending DA vendors
  • Analysis of market share and activity, including customer deployments and seats by vendor, along with adoption rates and growth projections through 2017
  • In-depth analysis of market, vendor, product and enterprise trends and challenges
  • A look at the top uses and best practices for contact center and back-office DA
  • Detailed pricing analysis, covering premise-based and cloud/hosted DA offerings
  • Assessment of the benefits and ROI realized by enterprises that have adopted DA
  • Customer satisfaction analysis for the leading DA solutions, including detailed customer comments about products, uses and benefits of DA solutions
  • Detailed company reports and side-by-side analysis of the functional and technical capabilities of the four leading desktop analytics solutions
  • A comprehensive Desktop Analytics Vendor Directory

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Service Delivery Models
4.1 DMG Consulting Service Delivery Definitions
4.2 Service Delivery Options for Desktop Analytics
5. What is Desktop Analytics?
5.1 Vendor Definitions of Desktop Analytics
5.2 Desktop Analytics vs. Screen Capture
6. The Five Major Functional Capabilities of Desktop Analytics Solutions
6.1 Activity Tracking
6.2 System Performance Monitoring
6.3 Process Automation and Analysis
6.4 Workflow
6.5 Employee Guidance
7. Getting Started With Desktop Analytics
8. Beyond The Contact Center – Desktop Analytics in the Back Office
8.1 What Are Back-Office Workforce Optimization Suites?
8.2 Primary Components of Back-Office WFO Suites
8.3 Work Allocation and Management
8.4 Top Back-Office Operating Challenges
9. Market Trends and Challenges
9.1 Trends
9.2 Challenges
10. Desktop Analytics Uses
10.1 Contact Center Uses of Desktop Analytics
10.2 Back-Office Uses of Desktop Analytics
10.3 Vertical Uses for Desktop Analytics
11. Desktop Analytics Benefits and ROI
11.1 Vendor Benefits
11.2 Vendor ROI
12. Product Innovation
12.1 New Features
12.2 Planned Innovation
13. Market Activity and Market Share Analysis
13.1 Validating Market Activity Numbers
13.2 Market Activity Analysis
13.3 Market Share Analysis
14. Desktop Analytics Projections
15. Adoption of Desktop Analytics
16. Desktop Analytics Competitive Landscape
16.1 Desktop Analytics Vendor Categories
16.2 DA Vendor Overview
17. Desktop Analytics Vendors and Products
17.1 Company Snapshot
17.2 Vendor Strategies
17.3 Vendor Product Overview
17.4 Product Analysis
17.5 High-Level Functional Summary
17.6 Packaged Offerings
18. Real-Time Capabilities
18.1 Real-Time Reporting
18.2 Real-Time Alerts
18.3 Real-Time Guidance/Next-Best Action
19. Detailed Technical Analysis
19.1 Technical Capabilities
19.2 Integration
19.3 Security
19.4 System Administration
19.5 Dashboards, Reporting and Analysis
20. Implementation Analysis
20.1 Implementation Best Practices
20.2 Training, Documentation, and Professional Services
21. Desktop Analytics Vendor Satisfaction Analysis
21.1 Summary of Survey Findings and Analysis
21.2 Detailed Survey Findings and Analysis
21.3 Customer Insights
22. Pricing
22.1 Licensed Model (250-seat implementation)
22.2 Cloud-Based/Hosted Service (250-seat implementation)
22.3 Managed Service (250-seat implementation)
23. Company Reports
23.1 Calabrio
23.2 Cicero
23.3 NICE
23.4 OpenSpan
23.5 Uptivity (formerly CallCopy)
23.6 Verint Systems Inc.
23.7 Voice Print International (VPI)
Appendix: Desktop Analytics Vendor Directory

Table of Figures

Figure 1: Service Delivery Models
Figure 2: Service Delivery Options
Figure 3: Desktop Analytics Defined
Figure 4: Vendor Definitions of Desktop Analytics
Figure 5: Screen Capture vs. Desktop Analytics
Figure 6: Employee Activity Tracking
Figure 7: System Performance Analytics
Figure 8: Process Automation
Figure 9: Workflow
Figure 10: Employee Guidance
Figure 11: Back-Office Workforce Optimization Suites
Figure 12: Work Allocation and Management System
Figure 13: The Dos and Don’ts of Back-Office Work Allocation and Management
Figure 14: 2014 Desktop Analytics Trends
Figure 15: 2014 Desktop Analytics Challenges
Figure 16: Top Desktop Analytics Uses
Figure 17: Contact Center Uses of Desktop Analytics
Figure 18: Back-Office Uses of Desktop Analytics
Figure 19: Potential Vertical Uses for Desktop Analytics
Figure 20: Desktop Analytics Benefits
Figure 21: Vendor Desktop Analytics Benefits
Figure 22: Desktop Analytics Return on Investment (ROI)
Figure 23: New Product Features
Figure 24: Planned Enhancements
Figure 25: Total Desktop Analytics Market Activity by Vendor, as of July 31, 2013
Figure 26: DA Market Activity as of July 2013, 2013 vs. 2010 Comparison
Figure 27: Desktop Analytics Market Share by Seat Count, as of July 31, 2013
Figure 28: Desktop Analytics Market Share by Seat Count, as of July 31, 2013
Figure 29: Desktop Analytics Revenue Projections, 2013 – 2017
Figure 30: Desktop Analytics Competitive Landscape
Figure 31: Company Information
Figure 32: Vendor Strategy
Figure 33: Product Information
Figure 34: High-Level Product Analysis
Figure 35: Desktop Analytics High-Level Functional Summary
Figure 36: Packaged Offerings
Figure 37: Real-Time Reporting
Figure 38: Real-Time Guidance Capabilities
Figure 39: Technical Capabilities
Figure 40: Desktop Analytics Integration Capabilities
Figure 41: Desktop Analytics Security Features
Figure 42: Vendor System Administration Analysis
Figure 43: Dashboards, Reporting and Analytical Capabilities
Figure 44: Vendor Implementation Analysis
Figure 45: Implementation Best Practices
Figure 46: Training, Documentation and Professional Services
Figure 47: Customer Survey Satisfaction Rating Categories
Figure 48: Average Satisfaction Ratings by Category
Figure 49: Product Satisfaction Ratings by Category
Figure 50: Ease of System Set-Up and Configuration Satisfaction Ratings, by Customer
Figure 51: Ease of Integration with Desktop Applications Satisfaction
Ratings, by Customer
Figure 52: System Flexibility Satisfaction Ratings, by Customer
Figure 53: Product Feature Set Satisfaction Ratings, by Customer
Figure 54: Design Environment Satisfaction Ratings, by Customer
Figure 55: Ability to Monitor, Track and Measure All Desktop Activity
Satisfaction Ratings, by Customer
Figure 56: Ability to Deliver Real-Time Agent Guidance or Coaching Based on
Desktop Activity Satisfaction Ratings, by Customer
Figure 57: Ability to Capture Details About Multi-Step Business Processes
that Span Several Software Applications or Departments Satisfaction
Ratings, by Customer
Figure 58: Ability to Monitor and Report on System Performance Across All
Applications Satisfaction Ratings, by Customer
Figure 59: Process Automation Capabilities Satisfaction Ratings, by Customer
Figure 60: Workflow Capabilities Satisfaction Ratings, by Customer
Figure 61: Ability to Identify the Reasons Why People Contact the
Organization Satisfaction Ratings, by Customer
Figure 62: Ease of Ongoing Use and Maintenance Satisfaction Ratings, by Customer
Figure 63: Ability to Create and Modify Business Rules Satisfaction Ratings, by Customer
Figure 64: Alerting Satisfaction Ratings, by Customer
Figure 65: Real-Time Reporting Satisfaction Ratings, by Customer
Figure 66: Historical Reporting Satisfaction Ratings, by Customer
Figure 67: Product Effectiveness Ratings by Category
Figure 68: Product Ability to Improve Productivity Ratings, by Customer
Figure 69: Product Ability to Reduce Average Handle-Time Ratings, by Customer
Figure 70: Product Ability to Improve Business Process Efficiency Ratings, by Customer
Figure 71: Product Ability to Reduce Cost Ratings, by Customer
Figure 72: Product Ability to Automate Manual/Repetitive Tasks Ratings, by Customer
Figure 73: Product Ability to Improve Quality Ratings, by Customer
Figure 74: Product Ability to Improve the Customer Experience Ratings, by Customer
Figure 75: Product Ability to Improve Agent/Employee Performance Ratings,
by Customer
Figure 76: Product Ability to Improve Agent Satisfaction Ratings, by Customer
Figure 77: Product Ability to Increase Sales/Revenue Ratings, by Customer
Figure 78: Implementation Satisfaction Ratings, by Customer
Figure 79: Training Satisfaction Ratings, by Customer
Figure 80: Desktop Analytics Workshops Satisfaction Ratings, by Customer
Figure 81: Service and Maintenance Satisfaction Ratings, by Customer
Figure 82: Professional Services Satisfaction Ratings, by Customer
Figure 83: Innovation Satisfaction Ratings, by Customer
Figure 84: Responsiveness to Product Enhancement Requests Satisfaction
Ratings, by Customer
Figure 85: Vendor Communication Satisfaction Ratings, by Customer
Figure 86: Pricing Satisfaction Ratings, by Customer
Figure 87: Overall Vendor Satisfaction Ratings, by Customer
Figure 88: What were the top 3 to 5 primary drivers in your decision to
purchase a desktop analytics solution?
Figure 89: What are the top 3 to 5 benefits that you derive from using
desktop analytics?
Figure 90: What are the top 3 to 5 ways that you are using desktop analytics?
Figure 91: What business units are using desktop analytics information?
Figure 92: What type of product enhancements would you like to see?
Figure 93: What does your desktop analytics vendor do well?
Figure 94: What would you like your desktop analytics vendor to do better?
Figure 95: What is the most significant “discovery” you have made from
using desktop analytics?
Figure 96: Please provide any additional comments about your experience
Figure 97: Desktop Analytics Price Ranges – 250-seat Implementation, Licensed Model
Figure 98: Desktop Analytics Costs – Licensed Model, 250-Seat Implementation
Figure 99: Pricing: Cloud-Based/Hosted Service, 250-Seat Implementation

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

+ Key Elements of this Report

Key Elements of this Report:

  • Critique of the desktop analytics market, including the competitive landscape, detailed company reports, and product assessments for the seven leading and contending DA vendors
  • Analysis of market share and activity, including customer deployments and seats by vendor, along with adoption rates and growth projections through 2017
  • In-depth analysis of market, vendor, product and enterprise trends and challenges
  • A look at the top uses and best practices for contact center and back-office DA
  • Detailed pricing analysis, covering premise-based and cloud/hosted DA offerings
  • Assessment of the benefits and ROI realized by enterprises that have adopted DA
  • Customer satisfaction analysis for the leading DA solutions, including detailed customer comments about products, uses and benefits of DA solutions
  • Detailed company reports and side-by-side analysis of the functional and technical capabilities of the four leading desktop analytics solutions
  • A comprehensive Desktop Analytics Vendor Directory
+ Table of Contents

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Service Delivery Models
4.1 DMG Consulting Service Delivery Definitions
4.2 Service Delivery Options for Desktop Analytics
5. What is Desktop Analytics?
5.1 Vendor Definitions of Desktop Analytics
5.2 Desktop Analytics vs. Screen Capture
6. The Five Major Functional Capabilities of Desktop Analytics Solutions
6.1 Activity Tracking
6.2 System Performance Monitoring
6.3 Process Automation and Analysis
6.4 Workflow
6.5 Employee Guidance
7. Getting Started With Desktop Analytics
8. Beyond The Contact Center – Desktop Analytics in the Back Office
8.1 What Are Back-Office Workforce Optimization Suites?
8.2 Primary Components of Back-Office WFO Suites
8.3 Work Allocation and Management
8.4 Top Back-Office Operating Challenges
9. Market Trends and Challenges
9.1 Trends
9.2 Challenges
10. Desktop Analytics Uses
10.1 Contact Center Uses of Desktop Analytics
10.2 Back-Office Uses of Desktop Analytics
10.3 Vertical Uses for Desktop Analytics
11. Desktop Analytics Benefits and ROI
11.1 Vendor Benefits
11.2 Vendor ROI
12. Product Innovation
12.1 New Features
12.2 Planned Innovation
13. Market Activity and Market Share Analysis
13.1 Validating Market Activity Numbers
13.2 Market Activity Analysis
13.3 Market Share Analysis
14. Desktop Analytics Projections
15. Adoption of Desktop Analytics
16. Desktop Analytics Competitive Landscape
16.1 Desktop Analytics Vendor Categories
16.2 DA Vendor Overview
17. Desktop Analytics Vendors and Products
17.1 Company Snapshot
17.2 Vendor Strategies
17.3 Vendor Product Overview
17.4 Product Analysis
17.5 High-Level Functional Summary
17.6 Packaged Offerings
18. Real-Time Capabilities
18.1 Real-Time Reporting
18.2 Real-Time Alerts
18.3 Real-Time Guidance/Next-Best Action
19. Detailed Technical Analysis
19.1 Technical Capabilities
19.2 Integration
19.3 Security
19.4 System Administration
19.5 Dashboards, Reporting and Analysis
20. Implementation Analysis
20.1 Implementation Best Practices
20.2 Training, Documentation, and Professional Services
21. Desktop Analytics Vendor Satisfaction Analysis
21.1 Summary of Survey Findings and Analysis
21.2 Detailed Survey Findings and Analysis
21.3 Customer Insights
22. Pricing
22.1 Licensed Model (250-seat implementation)
22.2 Cloud-Based/Hosted Service (250-seat implementation)
22.3 Managed Service (250-seat implementation)
23. Company Reports
23.1 Calabrio
23.2 Cicero
23.3 NICE
23.4 OpenSpan
23.5 Uptivity (formerly CallCopy)
23.6 Verint Systems Inc.
23.7 Voice Print International (VPI)
Appendix: Desktop Analytics Vendor Directory

Table of Figures

Figure 1: Service Delivery Models
Figure 2: Service Delivery Options
Figure 3: Desktop Analytics Defined
Figure 4: Vendor Definitions of Desktop Analytics
Figure 5: Screen Capture vs. Desktop Analytics
Figure 6: Employee Activity Tracking
Figure 7: System Performance Analytics
Figure 8: Process Automation
Figure 9: Workflow
Figure 10: Employee Guidance
Figure 11: Back-Office Workforce Optimization Suites
Figure 12: Work Allocation and Management System
Figure 13: The Dos and Don’ts of Back-Office Work Allocation and Management
Figure 14: 2014 Desktop Analytics Trends
Figure 15: 2014 Desktop Analytics Challenges
Figure 16: Top Desktop Analytics Uses
Figure 17: Contact Center Uses of Desktop Analytics
Figure 18: Back-Office Uses of Desktop Analytics
Figure 19: Potential Vertical Uses for Desktop Analytics
Figure 20: Desktop Analytics Benefits
Figure 21: Vendor Desktop Analytics Benefits
Figure 22: Desktop Analytics Return on Investment (ROI)
Figure 23: New Product Features
Figure 24: Planned Enhancements
Figure 25: Total Desktop Analytics Market Activity by Vendor, as of July 31, 2013
Figure 26: DA Market Activity as of July 2013, 2013 vs. 2010 Comparison
Figure 27: Desktop Analytics Market Share by Seat Count, as of July 31, 2013
Figure 28: Desktop Analytics Market Share by Seat Count, as of July 31, 2013
Figure 29: Desktop Analytics Revenue Projections, 2013 – 2017
Figure 30: Desktop Analytics Competitive Landscape
Figure 31: Company Information
Figure 32: Vendor Strategy
Figure 33: Product Information
Figure 34: High-Level Product Analysis
Figure 35: Desktop Analytics High-Level Functional Summary
Figure 36: Packaged Offerings
Figure 37: Real-Time Reporting
Figure 38: Real-Time Guidance Capabilities
Figure 39: Technical Capabilities
Figure 40: Desktop Analytics Integration Capabilities
Figure 41: Desktop Analytics Security Features
Figure 42: Vendor System Administration Analysis
Figure 43: Dashboards, Reporting and Analytical Capabilities
Figure 44: Vendor Implementation Analysis
Figure 45: Implementation Best Practices
Figure 46: Training, Documentation and Professional Services
Figure 47: Customer Survey Satisfaction Rating Categories
Figure 48: Average Satisfaction Ratings by Category
Figure 49: Product Satisfaction Ratings by Category
Figure 50: Ease of System Set-Up and Configuration Satisfaction Ratings, by Customer
Figure 51: Ease of Integration with Desktop Applications Satisfaction
Ratings, by Customer
Figure 52: System Flexibility Satisfaction Ratings, by Customer
Figure 53: Product Feature Set Satisfaction Ratings, by Customer
Figure 54: Design Environment Satisfaction Ratings, by Customer
Figure 55: Ability to Monitor, Track and Measure All Desktop Activity
Satisfaction Ratings, by Customer
Figure 56: Ability to Deliver Real-Time Agent Guidance or Coaching Based on
Desktop Activity Satisfaction Ratings, by Customer
Figure 57: Ability to Capture Details About Multi-Step Business Processes
that Span Several Software Applications or Departments Satisfaction
Ratings, by Customer
Figure 58: Ability to Monitor and Report on System Performance Across All
Applications Satisfaction Ratings, by Customer
Figure 59: Process Automation Capabilities Satisfaction Ratings, by Customer
Figure 60: Workflow Capabilities Satisfaction Ratings, by Customer
Figure 61: Ability to Identify the Reasons Why People Contact the
Organization Satisfaction Ratings, by Customer
Figure 62: Ease of Ongoing Use and Maintenance Satisfaction Ratings, by Customer
Figure 63: Ability to Create and Modify Business Rules Satisfaction Ratings, by Customer
Figure 64: Alerting Satisfaction Ratings, by Customer
Figure 65: Real-Time Reporting Satisfaction Ratings, by Customer
Figure 66: Historical Reporting Satisfaction Ratings, by Customer
Figure 67: Product Effectiveness Ratings by Category
Figure 68: Product Ability to Improve Productivity Ratings, by Customer
Figure 69: Product Ability to Reduce Average Handle-Time Ratings, by Customer
Figure 70: Product Ability to Improve Business Process Efficiency Ratings, by Customer
Figure 71: Product Ability to Reduce Cost Ratings, by Customer
Figure 72: Product Ability to Automate Manual/Repetitive Tasks Ratings, by Customer
Figure 73: Product Ability to Improve Quality Ratings, by Customer
Figure 74: Product Ability to Improve the Customer Experience Ratings, by Customer
Figure 75: Product Ability to Improve Agent/Employee Performance Ratings,
by Customer
Figure 76: Product Ability to Improve Agent Satisfaction Ratings, by Customer
Figure 77: Product Ability to Increase Sales/Revenue Ratings, by Customer
Figure 78: Implementation Satisfaction Ratings, by Customer
Figure 79: Training Satisfaction Ratings, by Customer
Figure 80: Desktop Analytics Workshops Satisfaction Ratings, by Customer
Figure 81: Service and Maintenance Satisfaction Ratings, by Customer
Figure 82: Professional Services Satisfaction Ratings, by Customer
Figure 83: Innovation Satisfaction Ratings, by Customer
Figure 84: Responsiveness to Product Enhancement Requests Satisfaction
Ratings, by Customer
Figure 85: Vendor Communication Satisfaction Ratings, by Customer
Figure 86: Pricing Satisfaction Ratings, by Customer
Figure 87: Overall Vendor Satisfaction Ratings, by Customer
Figure 88: What were the top 3 to 5 primary drivers in your decision to
purchase a desktop analytics solution?
Figure 89: What are the top 3 to 5 benefits that you derive from using
desktop analytics?
Figure 90: What are the top 3 to 5 ways that you are using desktop analytics?
Figure 91: What business units are using desktop analytics information?
Figure 92: What type of product enhancements would you like to see?
Figure 93: What does your desktop analytics vendor do well?
Figure 94: What would you like your desktop analytics vendor to do better?
Figure 95: What is the most significant “discovery” you have made from
using desktop analytics?
Figure 96: Please provide any additional comments about your experience
Figure 97: Desktop Analytics Price Ranges – 250-seat Implementation, Licensed Model
Figure 98: Desktop Analytics Costs – Licensed Model, 250-Seat Implementation
Figure 99: Pricing: Cloud-Based/Hosted Service, 250-Seat Implementation

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

    • This field is for validation purposes and should be left unchanged.