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2014-2015 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.

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

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.

Sample Figure:

Contact Center Performance Management Process

Source: DMG Consulting LLC, May 2014.

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. CCPM Defined

5. The Performance Management Process

  • 5.1. CCPM Functional Building Blocks
  • 5.2. Core, Value-Added and Optional Components

6. Contact Center Performance Management Service Delivery Models

  • 6.1. DMG Service Delivery Definitions
  • 6.2. Vendor Service Delivery Options

7. Contact Center Performance Management Trends and Challenges

8. CCPM Market Innovation

  • 8.1. New Product Features
  • 8.2. Planned Enhancements

9. Creating a Performance-Driven Culture with Historical and Real-Time CCPM

  • 9.1. Real-Time Performance Management
    • 9.1.2. Vendor Real-Time Performance Management Capabilities
  • 9.2. Historical Performance Management
    • 9.2.1. Vendors' Historical Performance Management Capabilities
  • 9.3. Top Reasons to Invest in CCPM
  • 9.4. High-Level CCPM Business Applications

10. Customer-Centric Metrics: Measuring What's Important to your Customers

  • 10.1. How CCPM Solutions Drive a Customer-Centric Culture

11. KPI Requirements for Managing a Contact Center

12. The Suite Benefits of CCPM: Leveraging CCPM in Contact Center Applications and WFO Suites

  • 12.1. How CCPM Improves the Output and Benefits of Contact Center Applications
  • 12.2. CCPM and WFO Integration Benefits by Vendor

13. Back-Office Performance Management

  • 13.1. Back-Office Workforce Optimization Suites
  • 13.2. You Cannot Manage What You Cannot Measure
  • 13.3. Solving the Work Allocation and Management Problem
  • 13.4. Top Back-Office Operating Challenges
  • 13.5. Vendor Back-Office Performance Management Capabilities

14. “Big Data” and the Customer Journey

15. Market Activity Analysis

16. CCPM Projections

17. CCPM Market Adoption

18. CCPM Competitive Landscape

  • 18.1. Featured CCPM Vendors

19. CCPM Vendors and Solutions

  • 19.1. Company Snapshot
  • 19.2. Vendor CCPM Strategy
  • 19.3. Vendor Offerings and Products
  • 19.4. Packaged Solutions

20. High-Level Functional Summary

21. High-Level Technical Summary

22. CCPM Benefits and Return on Investment

  • 22.1. Building a Business Case to Acquire a CCPM Solution
  • 22.2. Benefits
  • 22.3. Return on Investment Analysis

23. Implementation Analysis

  • 23.1. Implementation Process
  • 23.2. Implementation Best Practices
  • 23.3. Maintenance and Support
  • 23.4. Training and Documentation
  • 23.5. Professional Services
  • 23.6. Integration

24. Pricing

  • 24.1. Premise-Based Pricing
  • 24.2. Cloud-Based Pricing
  • 24.3. Managed Service Pricing

25. CCPM Detailed Functional and Technical Analysis

  • 25.1. KPIs
  • 25.2. Dashboards/Wallboards
  • 25.3. Balanced Scorecards
  • 25.4. Sales Performance Management
  • 25.5. Workflow/Business Process Management
  • 25.6. Reporting and Analytics
  • 25.7. Archiving
  • 25.8. Administration
  • 25.9. Security

26. Company Reports

  • 26.1. ClearView
  • 26.2. Inova Solutions
  • 26.3. Metrica Systems
  • 26.4. NICE Systems
  • 26.5. Verint Systems
  • 26.6. VPI (Voice Print International)

Appendix: Performance Management Vendor Directory

Table of Figures

  • Figure 1: Contact Center Performance Management Process
  • Figure 2: Contact Center Performance Management Building Blocks
  • Figure 3: DMG's Service Delivery Model Definitions
  • Figure 4: Vendor Service Delivery Options
  • Figure 5: CCPM Trends
  • Figure 6: CCPM Challenges
  • Figure 7: New Product Features
  • Figure 8: Future Application Enhancements
  • Figure 9: Real-Time vs. Historical CCPM
  • Figure 10: Real-Time CCPM Capabilities
  • Figure 11: Historical CCPM Capabilities
  • Figure 12: Top 35 Reasons for Investing in a CCPM Application
  • Figure 13: High-Level Business Applications
  • Figure 14: Driving a Culture of Change
  • Figure 15: Top KPIs Requirements for Managing a Contact Center
  • Figure 16: How CCPM Enhances WFO Solutions
  • Figure 17: CCPM Benefits and ROI
  • Figure 18: Back-Office Workforce Optimization Suites
  • Figure 19: Back-Office Performance Management Process
  • Figure 20: Work Allocation and Management System
  • Figure 21: The Dos and Don'ts of Back-Office Work Allocation and Management
  • Figure 22: Back-Office CCPM Capabilities
  • Figure 23: The Customer Journey
  • Figure 24: Big Data
  • Figure 25: CCPM Compounded Annual Growth Rate for Implementations, 2005 to 2008
  • Figure 26: CCPM Compounded Annual Growth Rate for Customers, 2012 to 2014
  • Figure 27: CCPM Market Activity, as of April 2014
  • Figure 28: CCPM Market Share by Number of Seats, as of April 2014
  • Figure 29: Comparison of CCPM Market Activity between April 2014 and April 2013
  • Figure 30: CCPM Market Trend Analysis by Vendor, 2006 - 2014
  • Figure 31: CCPM Revenue Projections, 2014 - 2016
  • Figure 32: CCPM Competitive Landscape
  • Figure 33: Company Information
  • Figure 34: Vendor Go-to Market Strategy
  • Figure 35: Performance Management Products and Modules
  • Figure 36: Packaged Offerings
  • Figure 37: High-Level Functional Summary
  • Figure 38: High-Level Technical Summary
  • Figure 39: CCPM ROI Benefit Categories
  • Figure 40: Return on Investment (in months)
  • Figure 41: Implementation Checklist
  • Figure 42: Vendor Implementation Process
  • Figure 43: Implementation Best Practices
  • Figure 44: Maintenance and Support
  • Figure 45: Training and Documentation
  • Figure 46: Professional Services
  • Figure 47: Integration
  • Figure 48: Pricing (Premise-Based Solution) 300 Seats, 2 Sites
  • Figure 49: Pricing - Cloud-Based Solution, 300 Seats, 2 Sites
  • Figure 50: Pricing - Managed Service Solution, 300 Seats, 2 Sites
  • Figure 51: KPIs
  • Figure 52: Dashboards/Wallboards
  • Figure 53: Balanced Scorecards
  • Figure 54: Sales-Performance Management
  • Figure 55: Workflow/Business Process Management
  • Figure 56: Reporting and Analytical Capabilities
  • Figure 57: Archiving
  • Figure 58: Administration
  • Figure 59: Security
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