Report Abstract

Abstract: 2014 Contact Center Performance Management Market Report

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.

Contact center performance management is finally finding its place in the contact center as well as in the back office. CCPM solutions offer tremendous value to organizations that understand their power. Although adoption has been slower than in other IT sectors, vendors continue to invest in making these solutions easier to use. Big data, employee engagement, and the increasing importance of capturing and analyzing the customer journey are causing end users to reconsider CCPM and appreciate its value.

CCPM solutions offer a systemic framework and process for quantifying department and agent performance, sharing the information gathered with decision-makers, and feeding findings into a change management process as part of a continuous improvement cycle. The potential benefits are significant, as CCPM can help enhance the customer experience, improve productivity and increase contact center quality.

Enterprises want more data for their agents and supervisors as the push for greater self-management continues. CCPM solutions can help meet this need, and enable supervisors to identify actionable opportunities to improve every customer experience. Real-time and historical metrics, displayed graphically, help agents understand their performance and make the adjustments needed to meet goals. All of this access to data – facilitated by a fresh approach to wallboards and the growing trend of gamification – helps keep employees engaged, which enhances their ability and desire to deliver great customer experiences.

Despite proven benefits and a quantifiable return on investment (ROI), CCPM still faces several hurdles to achieving solid growth. Vendors need to direct more research and development (R&D) dollars toward these solutions, so the intelligence gathered becomes more actionable with less manual effort required from users. The fact that there is not a standard set of modules across all CCPM solutions makes it difficult for users to compare and contrast their options, so it is critical for vendors to more clearly convey the valuable benefits and significant impact that CCPM can have on end-user organizations.

As of April 2014, the adoption rate of CCPM applications was 13.8%. This is a slight increase from the 2013 adoption rate of 13.4%, and a significant increase from the 2012 adoption rate of 11.7%. DMG expects CCPM adoption to continue to creep up slowly over the next few years. DMG estimates that revenue for CCPM will increase by 14% in each of the next three years, 2014 through 2016.

Every contact center should use CCPM to obtain the data they need to measure, improve, optimize and manage their organization. However, as the solutions are so different from one another, DMG advises users to conduct thorough due diligence to determine which solution has the functionality necessary to meet the needs of their specific environment. Out-of-the-box integrations are still lagging, and workflow capabilities need improving, but CCPM can have a powerful impact in helping employees understand how to do their jobs more effectively and can help supervisors more effectively recognize and reward positive behavior.

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.

Report Highlights

  • CCPM is coming into its own: CCPM, which has been misunderstood for years, is finally coming into its own. The value of these solutions is becoming clearer to users, both inside and outside the contact center, as they see how CCPM can help them handle and leverage the "big data" collected by their various applications.
  • CCPM promotes agent autonomy, which increases engagement and results in a better customer experiences: Data provided directly to supervisors and agents through CCPM applications helps agents self-regulate, modify their performance and essentially control their destiny. This leads to high levels of employee engagement, which ultimately results in an improved customer experience.
  • There is still more work to be done: Vendors are faced with the challenge of prioritizing R&D investment dollars to make their CCPM solutions more actionable, to better incorporate workflow capabilities, and develop more out-of-the-box integrations. They also need to educate the market about the value of CCPM solutions through ROI-focused case studies with satisfied customers, to give prospects a clearer picture of how CCPM can help their organization.
  • Growth is not as rapid as in other IT sectors, but is steady and expected to continue: As of April 2014, the adoption rate of CCPM applications was 13.8%, a slight increase from the 2013 adoption rate of 13.4%. DMG expects CCPM adoption to continue grow slowly over the next few years, and estimates revenue will increase by 14% in each of the next three years, through 2016.

Key Reasons to Buy 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

Sample Figure:

Sample Figure: Contact Center Performance Management Process

Source: DMG Consulting LLC, May 2014

Order Information
Please contact Deborah Navarra at or 516-628-1098 with any questions. To order your copy of the report, visit the online store.

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

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