New Report Available from Pelorus Group
PELORUS REPORT PEGS CONTACT CENTER PERFORMANCE MANAGEMENT MARKET AT $100 MILLION
WORLD DEMAND EXPECTED TO REACH $203 MILLION IN 2012
The PELORUS Group just released 2008 World Contact Center Performance Management Systems Market.
Read the Table of Contents>>>This latest report details significant trends, market drivers, constraints, market size, growth, and market shares for the fast-growing performance management (PM). PELORUS values 2007 world demand for PM software and services at $100 million, growing to $203 million by 2012. Global demand is largely driven by the need to consolidate information from disparate data bases and a compelling business case. North America and Europe account for 95% of all shipments. Verint Witness Actionable Solutions and Merced Systems are the market leaders.
The PELORUS Group defines performance management as software that ” collects, unifies, and stores data from disparate systems and databases, both internal and external to the call center, with the purposes of measuring performance against objectives, identifying the sources and causes of deviations, and executing solutions”
The report includes highly detailed profiles of thirteen leading vendors. These vendors are categorized vendors into two groups; “Reporters” and “Doctors.” The analysis showed that vendors are equally divided into the two classifications:
Vendor Classification |
Vendor | Reporters | Doctors |
Aim Technology | | √ |
Aspect Software | | √ |
Centergistic Solutions | √ | |
Enkata Technologies | | √ |
Genticity (Customer1) | √ | |
HardMetrics | √ | |
Latigent | √ | |
Inova Solutions | √ | |
Jacada | √ | |
Merced Systems | | √ |
Performix Solutions | | √ |
Verint Witness | | √ |
VPI | | √ |
Source: The PELORUS Group
One of the greatest obstacles to more rapid is vendor difficulty in defining the benefits of their solutions in terms that resonate with call center managers. Chapter 2 Executive Summary lists ten specific recommendations for growing vendor market share.
About the authors
The PELORUS Group: For two decades, Pelorus Group has been a leader in identifying the salient trends upon which the industry will pivot, providing a reliable source for accurate market sizing, and bold, uncompromising opportunity assessment. Contact Center Workforce Management Systems has been prepared with one goal in mind: To help end users define and realize their objectives.
Author: Dick Bucci – a 30 year veteran of the telecom industry. He is a well-known consultant to leading software companies and author of dozens of articles, white papers, and research reports. Mr. Bucci is a Senior Consultant with The PELORUS Group and also Managing Director, Technology Marketing Associates.
Ordering Information
The report is authored by well-known industry analyst Dick Bucci. This is Dick’s eighth major report on workforce optimization applications.
It is priced at $2,995. To gain access to this report’s author, or purchase this report please contact 201-505-1743 to arrange an appointment.
To order, please call 201-505-1743.