DMG Consulting's sixth annual Contact Center Performance Management (CCPM) Market Report provides an in-depth look at vendor, product, functional, technical and pricing information for 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 289-page Report provides insights into market trends and challenges, analyzes market activity, reviews customer satisfaction with vendors, and offers implementation best practices to help users realize the greatest continuing return on their technology investments.
CCPM solutions offer a systemic framework for quantifying performance, sharing the information collected with relevant decision-makers, and feeding findings into a change management process to utilize as part of a continuous improvement cycle. The potential benefits are large, and while the concept of performance management has caught on in many areas of the enterprise, adoption in the contact center is lagging.
Among the reasons for slow adoption of CCPM are that most contact center managers do not fully appreciate or understand its uses and benefits, and these solutions are perceived to be complex and expensive. One of the biggest reasons for this lack of understanding is that vendors are not investing enough in marketing CCPM solutions and telling the stories of their customers' successes. More information on how CCPM provides a quantifiable, objective way for contact center executives to measure and evaluate everything from agents to specific marketing programs would make users more apt to implement these solutions. Until the benefits of CCPM are better known, companies will continue to miss opportunities to enhance the customer experience, improve productivity and increase contact center quality.
The good news is that end users and organizations that have adopted CCPM are highly satisfied. Vendors are enhancing their CCPM solutions to make them easier to use and more flexible, real-time and actionable. The market is starting to see contact center infrastructure vendors succeed in selling their version of CCPM, which gives users improved reports and dashboards with data not obtainable from standard ACD and dialer reports. Now that enterprises are showing great interest in “big data” applications, the time is right to promote CCPM to a larger audience.
Despite market roadblocks, the number of agents using some CCPM grew by 19% between 2012 and 2013, from 1,731,138 to 2,058,017. DMG expects demand for CCPM to remain relatively steady in the next few years, strong enough to attract new market entrants and a new round of research and development. DMG predicts that although one or two stand-alone CCPM providers will remain viable, the future of CCPM will be as part of a larger suite sold by contact center infrastructure, workforce optimization, or even enterprise performance management or business intelligence providers. DMG expects the CCPM sector to grow by 14% in 2013 and 2014, and 12% in 2015 and 2016, due to the low installed base.
DMG advises prospects to pay close attention to peer feedback on product and vendor performance as they consider investing in a CCPM solution. To assist in this process, DMG has conducted an independent survey to measure end-user satisfaction with CCPM vendors and their products, services, support, training and innovation. This study evaluates the performance of the vendors analyzed at a detailed level in the 2013 Contact Center Performance Management Market Report. A majority (52.9%) of satisfaction ratings across all vendors for the nine major categories covered fell into the highly satisfied range (4.0 to 4.66). 34.3% of the average ratings fell into the satisfied range (3.0 to 3.83), 10% fell into the somewhat satisfied range, and 2.9% fell into the completely satisfied range. Customers surveyed were most satisfied with vendor implementation, training and professional services.
The 2013 Contact Center Performance Management Market Report provides the most comprehensive and fact-based coverage of this contact center technology sector, and contains detailed analyses of the four leading and contending solutions: Aspect Software, Cisco, NICE Systems and Verint Systems. Five other vendors with emerging applications - Avaya, CallCopy, Inova Solutions, Metrica Systems and Voice Print International (VPI) - are covered at a high level in this Report.
Contact Center Performance Management Common Building Blocks
Source: DMG Consulting LLC, June 2013