Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus)

Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus) published by Datamonitor in June, 2009. This report consists of 43 pages and the price starts from US $ 3995.

Introduction

Abstract

Introduction

The Contact Center Analytics Decision Matrix outlines the competitive dynamics within the market and guides IT decision makers to select a vendor based on its product strength, reputation among customers, and impact in the market. Datamonitor provides a holistic view of vendor capabilities and recommends those you should explore, consider and, most importantly, shortlist.

Scope of this research

• Provides an overview of the most important trends in the contact center analytics and workforce optimization markets.
• Delivers a comprehensive comparison of vendors' market impact, products, and end-user sentiment.
• Presents a detailed view of each vendor' s strengths and weaknesses, and provides advice on the suitability of their offering.
• Vendors profiled include Aspect, Envision, Genesys, Merced Systems, NICE, Teleopti, Verint, and VPI.

Research and analysis highlights

Datamonitor defines contact center analytics as a range of optimization technologies that includes agent and operations-focused analytics and performance management (PM). Scorecards and dashboards are used to understand the performance of individual agents, teams, groups and overall contact center performance.

There is often high staff turnover in contact centers and therefore a need to monitor the way in which agents view and use customer data. This has driven a need for more intelligent WOTs tools such as analytics. These solutions are being deployed to better understand trends and challenges in the contact center.

Key reasons to purchase this research

• Gain detailed knowledge of contact center analytics vendors' strengths with regards to products, user sentiment and market impact.
• Workforce optimization technology vendors can benchmark their performance in various key criteria against their competitors.
• IT managers will gain valuable insight to improve their contact center strategy and inform their purchasing decisions.

Table of Contents

OVERVIEW

• Catalyst
• Summary

MARKET DEVELOPMENTS

• Market trends
  • Economic pressures are driving enterprises to focus on customer retention and cutting costs
  • Enterprises will continue to invest in WOTs despite the difficult economy
  • Enterprises are deploying contact center analytics to improve efficiency and first call resolution
  • Speech analytics is gradually playing a more significant role in workforce optimization
  • Continued market consolidation is changing the competitive landscape

THE CONTACT CENTER ANALYTICS DECISION MATRIX

• Market leaders: NICE and Verint
• The challengers: Aspect, Merced Systems and VPI
• The prospects: Envision, Genesys and Teleopti

MARKET LEADERS

• Market leaders: technology assessment
• Market leaders: end-user sentiment
• Market leaders: market Impact

VENDOR ANALYSIS

• Aspect: CCA radars
  • Recommendation: consider

• Envision: CCA radars
  • Recommendation: explore

• Genesys: CCA radars
  • Recommendation: explore

• Merced Systems: CCA radars
  • Recommendation: Cconsider

• NICE: CCA radars
  • Recommendation: shortlist

• Teleopti: CCA radars
  • Recommendation: explore

• Verint: CCA radars
  • Recommendation: shortlist

• VPI: CCA radars
  • Recommendation: consider

CONCLUSION

• Contact centers should deploy packaged contact center analytics solutions to address business needs

APPENDIX

• Summary scores
• Datamonitor ratings
• Definitions
  • Workforce Optimization Technologies

• Extended Methodology
  • Technology Assessment
  • End-user Sentiment
  • Market Impact

• Sources
• Further reading
• Ask the analyst
• Datamonitor consulting
• Disclaimer

TABLES

• Table: The leading contact center analytics vendors (in alphabetical order)
• Table: The Contact Center Analytics Decision Matrix
• Table: Contact Center Analytics Decision Matrix: vendor scores summary

FIGURES

• Figure: Contact center analytics
• Figure: The contact center analytics Decision Matrix
• Figure: Market leaders analysis: technology assessment
• Figure: Market leaders: end-user sentiment
• Figure: Market leaders: market impact
• Figure: The Aspect contact center analytics radars
• Figure: The Envision contact center analytics radars
• Figure: The Genesys contact center analytics radars
• Figure: The Merced Systems contact center analytics radars
• Figure: The NICE contact center analytics radars
• Figure: The Teleopti contact center analytics radars
• Figure: The Verint contact center analytics radars
• Figure: The VPI contact center analytics radars

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