Report Highlights| • | CCPM implementations continued to grow briskly, increasing by 79% from 745 implementations in 2006 to 1,335 in 2007. | | • | The overall outlook and market potential for CCPM continues to be strong, with 50% growth forecasted by DMG for 2008. | | • | The average payback for CCPM solutions is typically 6 to 12 months and the quantifiable benefits, when compared to costs, can produce a return that is 2-3 times the original investment | | • | Competition is driving improved offerings and market innovation, particularly in the areas of agent coaching, rewards and recognition, and performance appraisal management | | • | Vendors have introduced “quick start” programs to help prospects realize rapid benefits from CCPM Early adopters of CCPM maintain a high level of customer satisfaction, regarding it as a “must have”; they would no longer consider operating their contact center without it |
| 2008 Contact Center Performance Management Market Report Abstract Table of Contents Table of Figures (Sample Figure) Order Information
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Report Scope | › | An overview of the contact center performance management market and how CCPM continues to develop into a high-value contact center solution | | › | The state of the CCPM market, how it has evolved, and its key trends and challenges for the future | | › | Market share and market adoption analysis and projections | | › | Comprehensive corporate, technical and functional side-by-side comparisons of the vendors and their solutions, including roadmaps for future development | | › | Description of the service delivery models available to prospective CCPM customers | | › | Definition of CCPM and its components, including an explanation of how CCPM goes well beyond reporting, and the differences between classic and real-time CCPM | | › | The various uses of CCPM and how it can drive process change | | › | Detailed review of the leading KPIs and their calculations for various types of contact centers | | › | The benefits of CCPM for agents, managers/supervisors, contact centers, the enterprise, sales/marketing and customers | | › | Steps and best practices for building a successful CCPM program | | › | Discussion of the return on investment from CCPM deployments and an analysis of the categories used to calculate the payback | | › | Customer satisfaction surveys for each of the vendors | | › | Pricing analysis | | › | Contact center performance management vendor directory |
Abstract
Contact center performance management (CCPM) is a “must-have” for contact centers dedicated to continuous performance improvement.This is the second annual edition of DMG Consulting LLC’s Contact Center Performance Management Market Report. This Report is the most comprehensive guide to the CCPM market. It covers vendors, products, technology, functionality, market trends, benefits, ROI and customer perception. It also addresses CCPM best practices and provides a detailed list of KPIs and calculations for various types of contact centers. The Report gives prospects the detailed information required to select the right solution as well as the best practices to successfully implement an initiative. The CCPM market, while still in its early stages of development, shows a great deal of promise for helping managers improve contact center operations. CCPM solutions are intended to deliver “actionable” recommendations that help enterprises improve the customer experience, increase sales, improve productivity, reduce costs and agent attrition, as well as enhance the perception of the contact center within the enterprise. CCPM assists contact center managers in working synergistically with their peer organizations to increase revenue and improve the company’s bottom line. At a strategic level, CCPM provides a framework for aligning the goals of the contact center with those of the corporation. The 2008 Contact Center Performance Management Market Report covers the entire CCPM market. The eight vendors covered at a detailed level are: AIM Technology (AIM), Aspect Software (Aspect), HardMetrics, Enkata, Merced Systems (Merced), NICE Systems (NICE), Verint Systems (Verint), and Voice Print International (VPI). Exony, SAS and Metrica Systems are also addressed at a high level. The Report looks at the leading solution providers as well as some of the lesser-known competitors and new entrants. Readers will be informed of the full range of CCPM offerings so they can select the optimal solution for their company. | Key Reasons to Buy this Report | • | Understand why CCPM is critical to the success of your contact center and a “must have” for companies determined to improve overall performance and customer satisfaction | | • | Discover how you can achieve a return on investment of 200%-300% in as little as 6-12 months | | • | Learn the best practices that will help you successfully implement a CCPM application | | • | Get a list of over 70 commonly used KPIs, including formulas for their calculation and recommended use | | • | Shorten the vendor selection process, as DMG’s research will give you the most comprehensive vendor, product, technology, pricing and market data to help make the right investment decision | | • | See customer satisfaction scores for the vendors’ products, implementation, service/maintenance, training, professional services and overall ratings | | • | 400 pages of timely, in-depth and objective analyses of this emerging market |
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Order Information DMG Consulting is a strategic advisor to companies large and small. Our mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for our clients. Our actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. Our methodology includes in-depth analysis of all processes, systems and staff that touch your customers. We deliver solutions that pay for themselves in 3 to 9 months and give enterprises a lasting competitive advantage.
| Order Now... To order your copy of the 2008 Contact Center Performance Management Market Report call 201-505-1743 |
Table of Contents | | 1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Contact Center Performance Management?
4.1 Contact Center Performance Management Defined
4.2 Vendor Definitions of Contact Center Performance Management
4.3 Classic vs. Real-Time Contact Center Performance Management
4.4 Why Contact Center Performance Management is More than Reporting
4.5 Contact Center Performance Management Process
4.6 Fundamental Performance Management Terms
4.7 CCPM Solution Building Blocks
5. First Call Resolution (FCR)
6. Contact Center Analytics Empower Enterprises
7. Role of Performance Management and KPIs
7.1 Introduction to KPIs
7.2 Leading KPIs for Various Contact Center Types
8. Vendor Implementation Methodology and Best Practices
8.1 Steps for Building a Successful Performance Management Program
9. Contact Center Performance Management ROI and Benefits
9.1 Benefits of Contact Center Performance Management
9.2 ROI from Contact Center Performance Management
10. State of the Contact Center Performance Management Market
10.1 Contact Center Market Trends
10.2 Contact Center Performance Management Market Trends
10.3 CCPM Challenges
10.4 Market Consolidation
11. Contact Center Performance Management Market Share Analysis
11.1 Validating Market Numbers
12. CCPM Market Projections
13. CCPM Market Penetration Rate
14. Contact Center Performance Management Service Delivery Models
14.1 Service Delivery Options
14.2 Contact Center Performance Management Service Delivery Options
15. Pricing
15.1 Price Ranges
15.2 What’s Included in Pricing
16. Contact Center Performance Management Vendor Snapshot
17. Contact Center Vendor Offering History
18. Vendor Strategy and Positioning
19. Contact Center Performance Management Vendor Landscape (Buyers Guide)
19.1 Contact Center Performance Management Vendors
19.1.1 AIM Technology
19.1.2 Aspect Software
19.1.3 Enkata
19.1.4 HardMetrics, Inc
19.1.5 Merced Systems
19.1.6 NICE Systems
19.1.7 Verint Systems
19.1.8 Voice Print International (VPI)
19.1.9 SAS: Service Operations Optimization
19.1.10 Exony
19.1.11 Metrica Systems
20. Contact Center Performance Management Products
20.1 Full Performance Management Solutions
20.2 Intermediate Offerings
20.3 Quick-Start Programs (Modules)
20.4 WFO Suites vs. Stand-Alone CCPM Solutions
21. Contact Center Performance Management Vendor Reference Analysis
22. Contact Center Performance Management Detailed Functional and Technical Analysis
22.1 High-Level Functional Summary
22.2 High-Level Technical Summary
22.3 Detailed Technical Analysis
22.4 Security
22.5 Administration
22.6 Business Process Management
22.7 Archiving
22.8 Integration
22.9 Reporting and Analytical Capabilities
22.10 Balanced Scorecards
22.11 Dashboards
22.12 Performance Management Modules
22.13 Appraisal Process Management
22.14 Reward and Incentive Management
22.15 Vendor Implementation Analysis
22.16 Training and Documentation
22.17 Small/Mid-Sized Applications
22.18 Professional Services
22.19 Licensing Model
23. Company Reports
23.1 AIM Technology
23.2 Aspect Software
23.3 Enkata
23.4 HardMetrics, Inc
23.5 Merced Systems
23.6 NICE Systems
23.7 Verint Systems
23.8 Voice Print International (VPI)
24. Appendix: Performance Management Vendor Directory |
Sample Figure 
Table of Figures | | Figure 1: Vendor Definitions of Performance Management
Figure 2: Classic Performance Management ≠ Real-Time Performance Management
Figure 3: CCPM Is More Than Reporting
Figure 4: Contact Center Performance Management
Figure 5: Contact Center Performance Management Process
Figure 6: Example of a Contact Center Balanced Scorecard
Figure 7: Contact Center Performance Management Solution Map
Figure 8: Analysis of Call Completion Identification Methodologies
Figure 9: Contact Center Analytical Applications
Figure 10: Benefits of Contact Center Analytics
Figure 11: Balanced View of Common KPIs for Contact Centers
Figure 12: Vendor Implementation Process and Best Practices
Figure 13: Steps for Building a Successful CCPM Program
Figure 14: Contact Center Performance Management Benefits
Figure 15: Return on Investment from CCPM Offerings
Figure 16: Vendor ROI and Benefits Analysis
Figure 17: CCPM ROI Benefits
Figure 18: Contact Center Market Trends for 2008
Figure 19: CCPM Market Trends
Figure 20: CCPM Challenges
Figure 21: CCPM Implementations and Percent Growth, 2005 to 2007
Figure 22: CCPM Market Share Analysis by Vendor, as of
December 31, 2007
Figure 23: CCPM Market Share Analysis by Vendor, 2006 to 2007
Figure 24: 2007 – 2009 Contact Center Performance Management Market Projections
Figure 25: Service Delivery Options
Figure 26: CCPM Service Delivery Analysis
Figure 27: Performance Management Application Pricing Ranges
Figure 28: Pricing for 250-Seat Implementation
Figure 29: Company Snapshot
Figure 30: Vendor Offering History
Figure 31: Performance Management Vendor Strategy and Positioning
Figure 32: Vendor Products
Figure 33: Overview of CCPM Vendor Offerings
Figure 34: Customer Survey Rating Categories
Figure 35: Average Satisfaction Rating by Category
Figure 36: Product Satisfaction Ratings by Customer
Figure 37: Implementation Satisfaction Rating by Customer
Figure 38: Service and Maintenance Satisfaction Rating by Customer
Figure 39: Training Satisfaction Rating by Customer
Figure 40: Professional Services Satisfaction Rating by Customer
Figure 41: Overall Vendor Satisfaction Rating by Customer
Figure 42: High-Level Functional Summary
Figure 43: High-Level Technical Summary
Figure 44: Detailed Technical Analysis
Figure 45: Security
Figure 46: Administration
Figure 47: Business Process Management
Figure 48: Archiving
Figure 49: Integration
Figure 50: Reporting and Analytical Capabilities
Figure 51: Balanced Scorecards
Figure 52: Dashboards
Figure 53: Modules
Figure 54: Appraisal Process Management
Figure 55: Reward and Incentive Management
Figure 56: Vendor Implementation Analysis
Figure 57: Training and Documentation
Figure 58: Small/Mid-Size Applications
Figure 59: Professional Services
Figure 60: Licensing Model |
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