DMG Consulting's fifth annual ‘Contact Center Performance Management (CCPM)
Market Report’ gives contact center and IT managers the comprehensive vendor,
product, functional, technical and pricing information they require to select
the right performance management solution, functionality and partner for their
organization. This 272-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.
Both a process and an application, CCPM is a missioncritical tool for
capturing and analyzing all aspects of a contact center or department's
performance, and for rapidly identifying when goals are not being met. CCPM
solutions deliver information on a historical, near-real-time and real-time
basis, giving managers actionable data and insights that can be applied to
address issues and prevent a problem from continuing or escalating.
Although it has many benefits for agents, contact centers, enterprises, and
customers, CCPM's adoption rate remains surprisingly slow. CCPM solutions are
among the most misunderstood and undervalued applications in the contact
center. One of the key challenges is the lack of clarity regarding its
contributions and benefits. Too many contact center leaders believe CCPM is
just sophisticated reporting, which they already have. In reality, these are
highly analytical solutions that perform multi-dimensional correlation and
other types of analysis to identify trends and patterns and advise on
corrective actions.
Despite these challenges, the number of agents using some CCPM increased in
calendar year 2012. Total CCPM seats grew from 483,949 in September 2006 to
1,731,138 in April 2012, a compounded annual growth rate (CAGR) of 25.6%.
As users discover the many ways in which CCPM can help them improve quality,
identify training needs and process improvement opportunities, reduce average
handle time (AHT) and call transfers, improve first call resolution (FCR) and
IVR containment rates, feed HR systems and more, interest in these solutions
will slowly increase. DMG cautions that no solution can do everything well, so
users should choose one that most closely fulfills their unique needs, and
then speak to reference customers about their experiences as part of the
selection process.
To aid users in this research and evaluation process, DMG conducted an
independent survey to measure end-user satisfaction with CCPM vendors and
their products, service, support, professional services, training and
innovation. This study evaluates the performance of the six vendors analyzed
in detail in the 2012 Contact Center Performance Management Market Report. A majority (56.7%) of the ratings for the nine major categories surveyed fell into the satisfied range (3.0 to 3.9); 28.3% of the
ratings fell into the highly satisfied range (4.0 to 4.7); 10% of the ratings
fell into the somewhat satisfied range (2.3 to 2.7); and 5% of ratings came in
completely satisfied. Customers were only moderately enthusiastic, and only
one of the individual category averages, professional services, came in above
a satisfied rating.
DMG expects modest growth to continue as vendors invest to make their CCPM
solutions more actionable and increasingly real-time. In the last two years,
leading vendors have devoted time and money to increasing the flexibility and
ease of use of their solutions, and to building functionality to drive
operational improvements. Better visualization techniques are helping users
quickly identify performance outliers, KPIs that exceed thresholds, and
negative trends that are hurting department performance. Root cause analysis
is starting to be used to identify the underlying reasons for issues, as well
as the correlations among key performance indicators. CCPM solutions can
automatically assign, kick off and track coaching and eLearning workflows with
targeted content to effect immediate changes in agent performance. Real-time
capabilities are expanding, enabling users to defuse situations in real time
and alter customer interaction outcomes.
DMG projects the number of CCPM seats to grow by 12%, 14%, 14% and 12% for
each of the four years from 2012 to 2015, respectively. However, DMG also
expects there will be downward pressure on the price per seat, as vendors
compete aggressively to win customers. This will give prospects a great
opportunity to negotiate a favorable deal.
The ‘2012 Contact Center Performance Management Market Report’ is the most
comprehensive, fact-based and timely analysis of this technology sector. It
contains detailed analyses of the six leading and contending vendors: Aspect
Software (Aspect), Enkata, Exony, NICE Systems (NICE) and Verint Systems
(Verint). Voice Print International (VPI), which has been selling real-time
CCPM for years, is also covered at a high level in this Report.
Key Reasons to Buy This Report
Definition of contact center performance management solutions
In-depth review and explanation of CCPM solutions, including their core,
value-added and optional solution modules
Discussion of how product innovations are making CCPM solutions better at
identifying specific and targeted actions on a historical, real-time and
near-real-time basis
Examination of CCPM market trends and challenges and their impact on
contact centers
Comprehensive market share and market adoption analysis, including market
outlook and projections for 2012 through 2015
Insights into new and emerging functionality and innovation that the
vendors plan to deliver in the next 12 to 18 months
Examination of the relationship between CCPM and coaching, and how
performance management should be used to support incentives and
pay-for-performance programs
Analysis of the return on investment (ROI) and the specific benefits
enterprises should expect to realize from CCPM
Detailed analysis of the implementation process, training and support,
professional services, and vendor implementation best practices required for a
successful CCPM initiative
Analysis and review of the changing CCPM competitive landscape
Comprehensive analysis of customer satisfaction with each vendor's
products, implementation, training, professional services, support and
innovations, including customer verbatims and more
Detailed analysis comparing vendor pricing for all available acquisition
models: premise-based, cloud-based/hosted and managed service
Comprehensive corporate, technical and functional side-by-side comparisons
of six leading vendors and their solutions, analyzing their products,
services, technology, functionality and pricing
Company reports examining all aspects of the top seven generally available
CCPM solutions, including the vendors' future research and development (R&D)
plans
Comprehensive Contact Center Performance Management Vendor Directory
Report Highlights:
The CCPM market has its challenges: CCPM has not caught on in
contact centers as quickly as it has in the enterprise, due to misperceptions
about its uses and benefits, as well as vendors under-investing in marketing.
Growth has been slow but steady for years: Despite market
challenges, CCPM seats have grown by over three-and-a-half times, from 483,949
in September 2006 to 1,731,138 in April 2012.
Vendors are finally investing in enhancements to their solutions to
better meet users' needs: Modest growth will continue as vendors invest in
making their solutions more actionable, real-time, and better able to utilize
findings to drive operational improvements.
CCPM vendors will consolidate, and revenue and seats will grow in the
coming years: DMG predicts that within a few years, most CCPM solutions
will be offered by workforce optimization or contact center infrastructure
suite providers, although a few stand-alone vendors will remain. CCPM seats
are expected to grow by 12%, 14%, 14% and 12% in each of the four years from
2012 to 2015, respectively.
Sample Figure:
Contact Center Performance Management Common Building Blocks
Source: DMG Consulting LLC, July 2012
Table of Contents
Table of Contents
1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1. Report Participation Criteria
4. CCPM Defined
4.1. Vendor Definitions of CCPM
5. The Performance Management Process
5.1. Determining if CCPM is Right for your Organization
5.2. CCPM Functional Building Blocks
6. Making CCPM Results Actionable
7. CCPM Trends and Challenges
7.1. CCPM Trends
7.2. CCPM Challenges
8. Market Activity Analysis
8.1. Validating Market Numbers
9. Contact Center Performance Management Market Projections
10. Contact Center Performance Management Adoption Rate
11. Contact Center Performance Management Innovation
11.1. New Product Features
11.2. Future Enhancements
12. Contact Center Reporting Requirements
12.1. Top Contact Center Key Performance Indicators
12.2. The Benefits of a Good Reporting Tool
13. Using Balanced Scorecards to Achieve Enterprise Goals
13.1. Creating a Balanced Scorecard: Key Operational Requirements
13.2. Automating the Balanced Scorecard Process
13.3. Converting Scorecards to Action
13.4. The Benefits of Scorecards
13.5. Vendor Approach to Balanced Scorecards
14. Real-Time Performance Management
15. Relationship Between CCPM and Coaching
16. Incentives and Pay-for-Performance
17. CCPM Benefits and Return on Investment
17.1. Benefits
17.2. Return on Investment Analysis
18. Implementation Analysis
18.1. Implementation Process
18.2. Implementation Best Practices
18.3. Maintenance and Support
18.4. Training and Documentation
18.5. Professional Services
19. Contact Center Performance Management Competitive Landscape
19.1. CCPM Vendor Categories
19.2. CCPM Vendor Overview
20. Customer Satisfaction Analysis
20.1. Summary of Survey Findings and Analysis
20.2. Detailed Survey Findings and Analysis
20.2.1. Product Satisfaction by Sub-Category and Customer
20.3. Vendor Satisfaction by Category
20.4. Customer Background and Insight
20.4.1. Third-Party Application Feeds
20.4.2. Activities Supported by CCPM
20.4.3. Top Reasons for Selecting CCPM
20.4.4. Reason for Application Meeting/Not Meeting Expectations
21. Pricing
21.1. Premise-Based Price Ranges
21.2. Hosted (Cloud-Based) Pricing
21.3. Managed Service Pricing
22. CCPM Vendors and Solutions
22.1. High-Level Company and Financial Overview
22.2. Vendor CCPM Strategy
22.3. Vendor Offerings and Products
22.4. Packaged Offerings
22.5. Small/Mid-Sized Offerings
22.6. Service Delivery Models
23. High-Level Functional Summary
24. High-Level Technical Summary
25. CCPM Detailed Functional and Technical Analysis
25.1. KPIs
25.2. Dashboards
25.3. Sales Performance Management
25.4. Workflow/Business Process Management
25.5. Integration
25.6. Reporting and Analytical Capabilities
25.7. Archiving
25.8. Administration
25.9. Security
26. Company Reports
26.1. Aspect Software
26.2. Cisco Systems
26.3. Enkata
26.4. Exony Software
26.5. NICE Systems
26.6. Verint Systems
26.7. Voice Print International (VPI)
Appendix: Contact Center Performance Management Vendor Directory
Table of Figures
Figure 1: Vendor Definitions of Performance Management
Figure 2: Contact Center Performance Management Process
Figure 3: CCPM Process
Figure 4: CCPM Decision Framework
Figure 5: Contact Center Performance Management Common Building Blocks
Figure 6: Ability to Drive Improvements
Figure 7: 2012 CCPM Trends
Figure 8: CCPM Challenges
Figure 9: CCMP Implementation and CAGR, 2005 to 2008
Figure 10: Market Activity, as of April 2012
Figure 11: CCPM Market Share by Number of Seats, as of April 2012
Figure 80: Products Performance Management Products and Modules
Figure 81: Packaged Offerings
Figure 82: Small/Mid-Sized Offerings
Figure 83: Service Delivery Table
Figure 84: High-Level Functional Summary
Figure 85: High-Level Technical Summary
Figure 86: KPIs
Figure 87: Dashboards
Figure 88: Sales Performance Management
Figure 89: Workflow/Business Process Management
Figure 90: Integration Figure 91: Reporting and Analytical Capabilities
Figure 92: Archiving
Figure 93 Administration
Figure 94: Security
2012 Contact Center Performance Management Market Report published by DMG Consulting LLC in August 13, 2012. This report consists of 272 Pages and the price starts from US $ 4250.
