Top Menu

Enterprise Feedback Management

2015 – 2016 Enterprise Feedback Management Product and Market Report

New technology, combined with innovative approaches for engaging customers in real time, are reshaping the EFM market and increasing the benefits and value of these solutions. Adoption of EFM is strong and picking up momentum, particularly as the diversity of offerings grows.

Innovation and changing servicing priorities are driving interest and adoption

This is DMG Consulting LLC’s fifth report on the enterprise feedback management (EFM) market. Changing market perception, the growing appreciation of the importance of customer priorities, the emergence of real-time capabilities, social media, and the changing requirements of consumers and employees are among the trends driving a revolution in the world of EFM. Best-of-breed EFM providers are offering innovative approaches to capturing feedback, engaging customers in an ongoing dialog as they traverse their omni-channel journey, and transforming customer feedback into a valuable enterprise asset. Real-time speech and text analytics capabilities are helping organizations take voice of the customer (VoC) programs to the next level, enabling organizations to react to feedback “in the moment” and influence customers at pivotal points in their journey.

The 2015 – 2016 Enterprise Feedback Management Product and Market Report provides the insights that organization need about EFM trends, challenges, vendors, products, technology, functionality, projections, benefits, return on investment (ROI) and pricing, in order to select the right solution for their business. The report covers six vendors in-depth: Confirmit, CX Group, InMoment, MaritzCX, NICE Systems and Verint Systems. MirrorWave, an emerging competitor, is covered at a higher level.

Key Features of The Report includes:

  • Definition of EFM and review of the functional building blocks that comprise a complete EFM solution
  • Review of EFM fundamentals, including EFM modes, methodologies, mechanics and results management
  • Service delivery models and deployment options for enterprise feedback management solutions: on-premise, cloud, hosted, managed service and hybrid
  • The trends and challenges driving enterprise investments in enterprise feedback management solutions and vendor innovation
  • EFM market innovation, including new functionality that has recently been introduced, and what is planned to be delivered in the next 12 – 18 months
  • Insightful discussion of EFM’s integral role in understanding the customer journey
  • Examination of why it’s essential for companies to capture and understand the voice of the employee
  • A look at how today’s EFM solutions are putting results to work by providing actionable insights
  • Enterprise feedback management market activity and market share analysis, adoption rate, and 5-year projections
  • Analysis of the enterprise feedback management competitive landscape
  • Company snapshots and product overviews for the 6 featured EFM vendors, including high-level functional and technical summaries and side-by-side comparative analyses of key functional and technical capabilities
  • Enterprise feedback management uses, benefits and return on investment (ROI) analysis
  • Implementation analyses for enterprise feedback management solutions, including implementation process, vendor best practices, maintenance and support, workshops, training and professional services
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 20 product components and 10 vendor categories
  • Detailed pricing comparison and analysis for premise-based, cloud-based and managed service enterprise feedback management solutions
  • Detailed company reports for the 6 vendors covered in this Report, analyzing their products, functionality and future product development plans, plus a higher-level look at an emerging EFM vendor from New Zealand
  • Enterprise Feedback Management Vendor Directory

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Enterprise Feedback Management?
4.1 DMG Definition
4.2 Application Building Blocks
5. Enterprise Feedback Management Fundamentals
5.1 Enterprise Feedback Management Programs
5.2 Enterprise Feedback Management Methodologies
5.3 Enterprise Feedback Management Fundamentals
5.4 Dashboards, Reporting and Analytics
6. Service Delivery Models for Enterprise Feedback Management Solutions
6.1 DMG Service Delivery Definitions
7. Enterprise Feedback Management Market Trends and Challenges
7.1 Enterprise Feedback Management Trends
7.2 Enterprise Feedback Management Challenges
8. Enterprise Feedback Management Market Innovation
8.1 New Product Features
8.2 Future Enhancements
9. Enterprise Feedback Management as a Component of Customer Journey Analytics
10. Employee Feedback Management
11. Making Enterprise Feedback Management Results Actionable
12. Enterprise Feedback Management Market Activity Analysis
12.1 Market Share Analysis
13. EFM Market Projections
14. Enterprise Feedback Management Competitive Landscape
15. EFM Vendors and Solutions
15.1 Company Snapshot
15.2 Vendor Strategy
15.3 Vendor Offerings and Products
15.4 EFM Product Analysis
15.5 Multi-Channel Capabilities
16. High-Level Functional Summary
17. High-Level Technical Summary
18. Uses, Benefits and Return on Investment
18.1 Uses
18.2 Benefits
18.3 Return on Investment (ROI)
19. Enterprise Feedback Management Implementation Analysis
19.1 Enterprise Feedback Management Implementation Process
19.2 Enterprise Feedback Management Implementation Best Practices
19.3 Benchmarking
19.4 Training, Workshops and Professional Services
19.5 Maintenance and Ongoing Support
20. EFM Vendor Satisfaction Survey
20.1 Summary of Survey Findings and Analysis
20.2 Detailed Survey Findings and Analysis
20.3 Customer Insights
20.3.1 Channels Supported by EFM
20.3.2 Types of Feedback Supported by EFM
20.3.3 Business Units Supported by EFM
20.3.4 EFM Benefits
20.3.5 Strengths of EFM Solutions
20.3.6 EFM Desired Enhancements/Additional Capabilities
20.3.7 Impact on the Contact Center/Organization
20.3.8 Additional Comments
21. Enterprise Feedback Management Pricing
21.1 Premise-Based Pricing
21.2 Cloud-Based Pricing
21.3 Managed Service Pricing
22. Company Reports
22.1 Confirmit
22.2 CX Group
22.3 InMoment
22.4 MaritzCX
22.5 MirrorWave
22.6 NICE Systems
22.7 Verint Systems
Appendix: Enterprise Feedback Management Vendor Directory

Table of Figures

Figure 1: The “Service” Organization of the Future
Figure 2: Enterprise Feedback Management Programs Supported
Figure 3: Enterprise Feedback Management Methodologies Supported
Figure 4: Feedback Management Fundamentals: Design, Development, Deployment
Figure 5: Dashboards and Reporting and Analytical Capabilities
Figure 6: Service Delivery Models, Advantages and Disadvantages
Figure 7: DMG’s Service Delivery Model Definitions
Figure 8: Vendor Service Delivery Options
Figure 9: Enterprise Feedback Management Trends
Figure 10: EFM Challenges
Figure 11: New Product Features
Figure 12: New Product Features, by Category
Figure 13: Future Enhancements
Figure 14: Enterprise Feedback Management Product Analysis
Figure 15: Employee Feedback Management
Figure 16: Making Results Actionable
Figure 17: 2015 CJA Market Activity, as of May 31, 2015
Figure 18: EFM Market Projections, 2015 – 2019
Figure 19: EFM Competitive Landscape
Figure 20: Company Information as of July 2015
Figure 21: Vendor EFM Strategy
Figure 22: Enterprise Feedback Management Products
Figure 23: Enterprise Feedback Management Product Analysis
Figure 24: Multi-Channel Capabilities
Figure 25: High-Level Functional Summary
Figure 26: High-Level Technical Summary
Figure 27: What types of feedback/surveys are you currently using?
Figure 28: What business units are using the EFM solution?
Figure 29: Top 5 Quantifiable Benefits From EFM
Figure 30: EFM ROI Analysis
Figure 31: Enterprise Feedback Management Implementation Analysis
Figure 32: Enterprise Feedback Management Implementation Best Practices
Figure 33: Benchmarks
Figure 34: Training, Workshops and Professional Services
Figure 35: Maintenance Model and Ongoing Support
Figure 36: Customer Survey Rating Categories
Figure 37: Average Satisfaction Ratings, by Category
Figure 38: Product Satisfaction Ratings, by Category
Figure 39: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
Figure 40: Feedback Design and Deployment Features and Options
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 Features of The Report includes:

  • Definition of EFM and review of the functional building blocks that comprise a complete EFM solution
  • Review of EFM fundamentals, including EFM modes, methodologies, mechanics and results management
  • Service delivery models and deployment options for enterprise feedback management solutions: on-premise, cloud, hosted, managed service and hybrid
  • The trends and challenges driving enterprise investments in enterprise feedback management solutions and vendor innovation
  • EFM market innovation, including new functionality that has recently been introduced, and what is planned to be delivered in the next 12 – 18 months
  • Insightful discussion of EFM’s integral role in understanding the customer journey
  • Examination of why it’s essential for companies to capture and understand the voice of the employee
  • A look at how today’s EFM solutions are putting results to work by providing actionable insights
  • Enterprise feedback management market activity and market share analysis, adoption rate, and 5-year projections
  • Analysis of the enterprise feedback management competitive landscape
  • Company snapshots and product overviews for the 6 featured EFM vendors, including high-level functional and technical summaries and side-by-side comparative analyses of key functional and technical capabilities
  • Enterprise feedback management uses, benefits and return on investment (ROI) analysis
  • Implementation analyses for enterprise feedback management solutions, including implementation process, vendor best practices, maintenance and support, workshops, training and professional services
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 20 product components and 10 vendor categories
  • Detailed pricing comparison and analysis for premise-based, cloud-based and managed service enterprise feedback management solutions
  • Detailed company reports for the 6 vendors covered in this Report, analyzing their products, functionality and future product development plans, plus a higher-level look at an emerging EFM vendor from New Zealand
  • Enterprise Feedback Management Vendor Directory
+ Table of Contents

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Enterprise Feedback Management?
4.1 DMG Definition
4.2 Application Building Blocks
5. Enterprise Feedback Management Fundamentals
5.1 Enterprise Feedback Management Programs
5.2 Enterprise Feedback Management Methodologies
5.3 Enterprise Feedback Management Fundamentals
5.4 Dashboards, Reporting and Analytics
6. Service Delivery Models for Enterprise Feedback Management Solutions
6.1 DMG Service Delivery Definitions
7. Enterprise Feedback Management Market Trends and Challenges
7.1 Enterprise Feedback Management Trends
7.2 Enterprise Feedback Management Challenges
8. Enterprise Feedback Management Market Innovation
8.1 New Product Features
8.2 Future Enhancements
9. Enterprise Feedback Management as a Component of Customer Journey Analytics
10. Employee Feedback Management
11. Making Enterprise Feedback Management Results Actionable
12. Enterprise Feedback Management Market Activity Analysis
12.1 Market Share Analysis
13. EFM Market Projections
14. Enterprise Feedback Management Competitive Landscape
15. EFM Vendors and Solutions
15.1 Company Snapshot
15.2 Vendor Strategy
15.3 Vendor Offerings and Products
15.4 EFM Product Analysis
15.5 Multi-Channel Capabilities
16. High-Level Functional Summary
17. High-Level Technical Summary
18. Uses, Benefits and Return on Investment
18.1 Uses
18.2 Benefits
18.3 Return on Investment (ROI)
19. Enterprise Feedback Management Implementation Analysis
19.1 Enterprise Feedback Management Implementation Process
19.2 Enterprise Feedback Management Implementation Best Practices
19.3 Benchmarking
19.4 Training, Workshops and Professional Services
19.5 Maintenance and Ongoing Support
20. EFM Vendor Satisfaction Survey
20.1 Summary of Survey Findings and Analysis
20.2 Detailed Survey Findings and Analysis
20.3 Customer Insights
20.3.1 Channels Supported by EFM
20.3.2 Types of Feedback Supported by EFM
20.3.3 Business Units Supported by EFM
20.3.4 EFM Benefits
20.3.5 Strengths of EFM Solutions
20.3.6 EFM Desired Enhancements/Additional Capabilities
20.3.7 Impact on the Contact Center/Organization
20.3.8 Additional Comments
21. Enterprise Feedback Management Pricing
21.1 Premise-Based Pricing
21.2 Cloud-Based Pricing
21.3 Managed Service Pricing
22. Company Reports
22.1 Confirmit
22.2 CX Group
22.3 InMoment
22.4 MaritzCX
22.5 MirrorWave
22.6 NICE Systems
22.7 Verint Systems
Appendix: Enterprise Feedback Management Vendor Directory

Table of Figures

Figure 1: The “Service” Organization of the Future
Figure 2: Enterprise Feedback Management Programs Supported
Figure 3: Enterprise Feedback Management Methodologies Supported
Figure 4: Feedback Management Fundamentals: Design, Development, Deployment
Figure 5: Dashboards and Reporting and Analytical Capabilities
Figure 6: Service Delivery Models, Advantages and Disadvantages
Figure 7: DMG’s Service Delivery Model Definitions
Figure 8: Vendor Service Delivery Options
Figure 9: Enterprise Feedback Management Trends
Figure 10: EFM Challenges
Figure 11: New Product Features
Figure 12: New Product Features, by Category
Figure 13: Future Enhancements
Figure 14: Enterprise Feedback Management Product Analysis
Figure 15: Employee Feedback Management
Figure 16: Making Results Actionable
Figure 17: 2015 CJA Market Activity, as of May 31, 2015
Figure 18: EFM Market Projections, 2015 – 2019
Figure 19: EFM Competitive Landscape
Figure 20: Company Information as of July 2015
Figure 21: Vendor EFM Strategy
Figure 22: Enterprise Feedback Management Products
Figure 23: Enterprise Feedback Management Product Analysis
Figure 24: Multi-Channel Capabilities
Figure 25: High-Level Functional Summary
Figure 26: High-Level Technical Summary
Figure 27: What types of feedback/surveys are you currently using?
Figure 28: What business units are using the EFM solution?
Figure 29: Top 5 Quantifiable Benefits From EFM
Figure 30: EFM ROI Analysis
Figure 31: Enterprise Feedback Management Implementation Analysis
Figure 32: Enterprise Feedback Management Implementation Best Practices
Figure 33: Benchmarks
Figure 34: Training, Workshops and Professional Services
Figure 35: Maintenance Model and Ongoing Support
Figure 36: Customer Survey Rating Categories
Figure 37: Average Satisfaction Ratings, by Category
Figure 38: Product Satisfaction Ratings, by Category
Figure 39: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer
Figure 40: Feedback Design and Deployment Features and Options
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.