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2013 Contact Center Performance Management Market Report

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.

Key Reasons to Buy This Report

  • Definition of contact center performance management solutions, including an analysis of the performance management process and review of the functional building blocks that comprise leading and contending CCPM solutions
  • Detailed critique of new product features, innovation, and what the vendors plan to deliver in the next 12 - 18 months
  • Analysis of CCPM the market trends and challenges
  • Market activity and market share analysis, adoption rate, and four-year projections for 2013 - 2016
  • A look at how CCPM solutions help managers satisfy needs of the Millennial workforce
  • Discussion of how desktop analytics is helping to address back-office staff-related challenges
  • Examination of real-time performance management capabilities, uses, benefits, and vendor capabilities, including a roadmap on how to get started with real-time CCPM
  • In-depth examination of how CCPM can be used as a catalyst for driving change across six specific high-value use cases
  • Analysis of return on investment (ROI) and the benefits enterprises should expect to realize from a successful CCPM implementation
  • Insight into the implementation process and best practices employed by the four featured CCPM vendors
  • Analysis of the changing CCPM competitive landscape
  • Comprehensive vendor satisfaction analysis that addresses each vendor's products, implementation, training, professional services, support and innovations, including customer verbatims and more
  • Review of the service delivery options available for CCPM solutions, with detailed pricing comparisons for premise-based, cloud and managed service options
  • In-depth review and side-by-side comparative analyses of the key functional and technical capabilities of the four highlighted CCPM vendors
  • Company reports for the four featured and five emerging CCPM competitors
  • Comprehensive Contact Center Performance Management Vendor Directory

Report Highlights:

  • The contact center still lags in the CCPM adoption cycle: Despite enormous potential benefits, CCPM still has not become a mainstream application in the contact center. The biggest challenge is the market's lack of understanding about what CCPM can do and how it can help deliver a better customer experience, cost savings and productivity improvements. The onus is on vendors to invest in marketing to educate potential prospects.
  • Those who do use CCPM report high satisfaction: A large number of organizations using CCPM solutions are happy with them, and contact center infrastructure vendors are starting to see more interest in their version of CCPM.
  • Growth is slow but steady, and is expected to continue: The number of agents using some CCPM grew by 19% between 2012 and 2013, from 1,731,138 to 2,058,017. DMG expects the sector to grow by 14% in 2013 and 2014, and 12% in 2015 and 2016, due to the low installed base.
  • Companies looking to invest in CCPM should factor other users' experiences into their selection process: DMG advises prospects to consider the experiences of others when looking to implement a new CCPM solution, and to facilitate that process, has conducted an independent survey that measures end-user satisfaction with vendors, products, services, support, training and innovation.

Sample Figure:

Contact Center Performance Management Common Building Blocks

Source: DMG Consulting LLC, June 2013

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. CCPM Defined

  • 4.1. Modes of CCPM

5. The Performance Management Process

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

6. CCPM Service Delivery Models

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

7. CCPM Trends and Challenges

8. CCPM Market Activity Analysis

  • 8.1. CCPM Adoption

9. CCPM Market Projections

10. CCPM Market Innovation

  • 10.1. New Product Features
  • 10.2. Future Enhancements

11. Managing a Millennial Workforce with CCPM

  • 11.1. Gamification

12. Back-Office Performance Management

  • 12.1. What is Back-Office Performance Management?
  • 12.2. Using Desktop Analytics to Measure Back-Office Activities
  • 12.3. Closing the Loop

13. Real-Time Performance Management

  • 13.1. Lack of Real-Time Data and Guidance Impedes Contact Center and Agent Performance
  • 13.2. Uses and Benefits of Real-Time Data
  • 13.3. Deciding if Real-Time Performance Management is Right for your Contact Center
  • 13.4. Getting Started with Real-Time Performance Management
  • 13.5. CCPM Vendor Real-Time Capabilities

14. Using CCPM as a Catalyst for Change

  • 14.1. Driving Agent Performance Improvements
  • 14.2. Driving Supervisor Effectiveness
  • 14.3. Driving Process Improvement
  • 14.4. Driving Improvements in Self-Service Applications
  • 14.5. Driving Multi-Channel Service Delivery Quality and Consistency
  • 14.6. Driving Rewards and Recognition
  • 14.7. Gamification

15. CCPM Benefits and Return on Investment

  • 15.1. Benefits
  • 15.2. ROI Analysis

16. CCPM Case Studies

17. Implementation Analysis

  • 17.1. Implementation Process
  • 17.2. Implementation Best Practices
  • 17.3. Maintenance and Support
  • 17.4. Training and Documentation
  • 17.5. Professional Services
  • 17.6. Integration

18. CCPM Competitive Landscape

  • 18.1. CCPM Vendor Overview

19. Performance Management Vendor Satisfaction Analysis

  • 19.1. Summary of Survey Findings and Analysis
  • 19.2. Detailed Survey Findings and Analysis
  • 19.3. Customer Insights
    • 19.3.1. Third-Party Systems Feeding CCPM
    • 19.3.2. How CCPM Feedback is Being Used
    • 19.3.3. What KPIs are Measured to Improve Contact Center Performance
    • 19.3.4. Primary Drivers in CCPM Solution Selection
    • 19.3.5. Top Benefits Gained from CCPM
    • 19.3.6. Areas Where the Vendor Excels
    • 19.3.7. Areas Where the Vendor Could Improve
    • 19.3.8. Product Enhancement Wish List
    • 19.3.9. Advice to CCPM Prospects

20. Pricing

  • 20.1. Premise-Based Pricing
  • 20.2. Cloud-Based Pricing
  • 20.3. Managed Service Pricing

21. CCPM Vendors and Solutions

  • 21.1. High-Level Company Overview
  • 21.2. CCPM Strategy
  • 21.3. Vendor Offerings and Products
  • 21.4. Small/Mid-Sized Solutions
  • 21.5. Packaged Solutions
  • 21.6. High-Level Functional Summary
  • 21.7. High-Level Technical Summary

22. CCPM Detailed Functional and Technical Analysis

  • 22.1. KPIs
  • 22.2. Dashboards
  • 22.3. Balanced Scorecards
  • 22.4. Sales Performance Management
  • 22.5. Workflow
  • 22.6. Reporting and Analytics
  • 22.7. Archiving
  • 22.8. System Administration
  • 22.9. Security

23. Company Reports

  • 23.1. Aspect
  • 23.2. Avaya
  • 23.3. CallCopy
  • 23.4. Cisco Systems
  • 23.5. Inova Solutions
  • 23.6. Metrica Systems
  • 23.7. NICE Systems
  • 23.8. Verint Systems
  • 23.9. Voice Print International (VPI)

24. Appendix: CCPM Vendor Directory

Table of Figures

  • Figure 1: Three Modes of CCPM
  • Figure 2: Contact Center Performance Management Process
  • Figure 3: Contact Center Performance Management Building Blocks
  • Figure 4: DMG's Service Delivery Model Definitions
  • Figure 5: Vendor Service Delivery Options
  • Figure 6: CCPM Market Trends
  • Figure 7: CCPM Market Challenges
  • Figure 8: CCPM Market Activity, as of April 2013
  • Figure 9: CCPM Market Share by Number of Seats, as of April 2013
  • Figure 10: CCPM Market Activity as of April 2013, 2013 vs. 2012 Comparison
  • Figure 11: CCPM Market Share Analysis by Vendor, 2006 - 2013
  • Figure 12: CCPM Seats and CAGR, 2006 to 2013
  • Figure 13: CCPM Market projections, 2012 - 2015
  • Figure 14: New Product Features
  • Figure 15: Future Enhancements by Category
  • Figure 16: Millennial-Generation Workforce Profile
  • Figure 17: Top Challenges in Managing Millennials
  • Figure 18: Providing Timely Feedback is Essential for Motivating a Millennial Workforce
  • Figure 19: CCPM Functionality to Support the Millennial Workforce Challenge
  • Figure 20: Back-Office Performance Management
  • Figure 21: Desktop Analytics Defined
  • Figure 22: Closed-Loop Back-Office Performance Management
  • Figure 23: Real-Time Information Required by Supervisors
  • Figure 24: Real-Time Information Required by Agents
  • Figure 25: Determining if Real-Time Performance Management Right for your Contact Center
  • Figure 26: Real-Time Capabilities
  • Figure 27: CCPM as a Change Catalyst
  • Figure 28: Using CCPM to Drive Agent Performance
  • Figure 29: Using CCPM to Drive Supervisor Effectiveness
  • Figure 30: Using CCPM to Drive Process Improvements
  • Figure 31: Using CCPM to Drive Self-Service Improvements
  • Figure 32: Using CCPM to Drive Multi-Channel Service Delivery Quality and Consistency
  • Figure 33: Using CCPM to Drive Rewards and Recognition
  • Figure 34: Using CCPM to Drive Rewards and Recognition
  • Figure 35: CCPM Benefits
  • Figure 36: Return on Investment
  • Figure 37: CCPM Case Studies
  • Figure 38: Implementation Process
  • Figure 39: Implementation Best Practices
  • Figure 40: Maintenance and Support
  • Figure 41: Training and Documentation
  • Figure 42: Professional Services
  • Figure 43: Integration
  • Figure 44: CCPM Competitive Landscape
  • Figure 45: Customer Survey Rating Categories
  • Figure 46: Average Satisfaction Ratings, by Category
  • Figure 47: Product Satisfaction Ratings, by Category
  • Figure 48: Ease of Configuration and Set-Up Satisfaction Ratings, by Customer
  • Figure 49: Ease of Ongoing Use and Maintenance, by Customer
  • Figure 50: Ease of Integration with Third-Party Applications, by Customer
  • Figure 51: Ease of Data Import/Export, by Customer
  • Figure 52: System Flexibility/Ability to Customize System to Your Needs, by Customer
  • Figure 53: Ability to Create Role-Based Dashboards, by Customer
  • Figure 54: Ability to Create Balanced Scorecards, by Customer
  • Figure 55: Ability to Create/Modify/Customize KPIs, by Customer
  • Figure 56: Real-Time Capabilities, by Customer
  • Figure 57: Multi-Channel Capabilities, by Customer
  • Figure 58: Alerting, by Customer
  • Figure 59: Workflow/Business Process Management Capabilities, by Customer
  • Figure 60: Ability to Drive Change, by Customer
  • Figure 61: Ability to Provide Actionable Findings, by Customer
  • Figure 62: Ability to Identify Key Drivers of Performance Metrics,1by Customer
  • Figure 63: Ability to Identify Correlations of Key Drivers and Their Impact on Contact Center Performance, by Customer
  • Figure 64: Ability to Facilitate Trend Analysis, by Customer
  • Figure 65: Ability to Automatically Surface Root Cause for a KPI/Metric, by Customer
  • Figure 66: Reporting and Analytics, by Customer
  • Figure 67: Professional Services Satisfaction Ratings, by Customer
  • Figure 68: Training Satisfaction Ratings, by Customer
  • Figure 69: Service and Maintenance Satisfaction Ratings, by Customer
  • Figure 70: Innovation Satisfaction Ratings, by Customer
  • Figure 71: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer Training Satisfaction Ratings, by Customer
  • Figure 72: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 73: Product Pricing Satisfaction Ratings, by Customer
  • Figure 74: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 75: What third-party applications feed into your CCPM solution?
  • Figure 76: Customer Verbatims: What are the top 3 to 5 ways that contact center performance management feedback is being used?
  • Figure 77: What key performance indicators (KPIs) do you measure to help you improve the performance of your contact center? (Please choose all that apply)
  • Figure 78: Customer Verbatims: What were your top three to five primary reasons for selecting this vendor/product as your CCPM solution?
  • Figure 79: What are the top three to five benefits you have gained from using the CCPM solution?
  • Figure 80: Verbatims: What does your vendor excel at?
  • Figure 81: Verbatims: What can your vendor do better?
  • Figure 82: Verbatims: What type of product enhancements would you like to see?
  • Figure 83: Verbatims: What is the single most important piece of advice you would give someone who was going to implement a performance management solution?
  • Figure 84: Verbatims: Please feel free to provide any additional comments about your experience with the vendor and/or product.
  • Figure 85: Pricing (Premise-Based Solution) 300-seats/2 Sites
  • Figure 86: Pricing (Cloud-Based Solution) 300-seats/2 Sites
  • Figure 87: Pricing (Managed Service Solution) 300-seats/2 Sites
  • Figure 88: Company information
  • Figure 89: CCPM Strategy
  • Figure 90: Product Modules
  • Figure 91: Small/Mid-Sized CCPM Capabilities Figure 92: Packaged Offerings
  • Figure 93: High-Level Functional Summary
  • Figure 94: High-Level Technical Summary
  • Figure 95: KPIs
  • Figure 96: Dashboards/Wallboards
  • Figure 97: Balanced Scorecards
  • Figure 98: Sales Performance Management
  • Figure 99: Workflow
  • Figure 100: Reporting and Analytics
  • Figure 101: Archiving
  • Figure 102: System Administration
  • Figure 103: Security
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