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April 23, 2009

Contact Center, Enterprise Performance Management Solutions Sales Healthy Despite Slowdown: New DMG Consulting Report

By Brendan B. Read, Senior Contributing Editor
Amidst the economic doom and gloom, new research from DMG Consulting, the 2009 Contact Center and Enterprise Performance Management Market Report reveals a bright spot: growing sales of contact center and enterprise performance management solutions.
 
Contact center seat counts grew by nearly one half million in 2008, a jump of 53 percent from 2007. The number of agents using contact center performance management (CCPM) solutions, either packaged application, quick-start basic capabilities, or full functionality increased as well from the prior year. There were an estimated 1,969 worldwide implementations of CCPM and 1.4 million contact center performance management seats in use as of December 31, 2008.
 
The smaller CCPM modules and packages are designed to be implemented in 1 to 3 months, a fraction of the time it would take to implement a full solution.  Examples of these new packages include solutions targeted for first call resolution (FCR), root cause analysis, next-best action, coaching, real-time reporting and rewards and incentive management.

In addition, new packages are being introduced for sales and other enterprise activities, such as sales incentive compensation, up-selling and cross-selling, and sales performance and analytics. These packages provide quicker implementations, fewer resource requirements, lower costs, and more rapid return on investment (ROI). They also come with a pre-defined set of key performance indicators (KPIs), which is an important feature that users are requesting.
 
The 2009 Contact Center and Enterprise Performance Management Market Report examines the evolution of contact center analytics and introduces two new analytical application categories that are beginning to be adopted by sophisticated contact centers.

These analytical solutions: desktop analytics (DA) and customer experience analytics (CEA) have very practical and quantifiable benefits.  DA applications use an automated and systematic approach to monitor, capture, structure, analyze and report on agent desktop activity and process workflows. CEA solutions capture, measure, analyze and evaluate the quality and outcome of the customer experience throughout all stages of interactions for all customer-facing touch points, channels and activities.

The new DMG Consulting report encompasses vendors, products, technology, market trends, opportunities, challenges, competitive landscape, best practices, market share, projections, penetration rates, benefits, ROI, pricing and customer references. For prospects considering new systems or upgrades, the report provides guidance and recommendations to help select the right product and vendor. This guide also analyzes customer functional wants and needs, which translate into suggestions that vendors can use to improve these solutions and make them more appealing to a broader set of prospects.
 
“Growth in this market is being driven by vendor's sensitivity to customer demands,” says Donna Fluss, president of DMG Consulting.  “The recession has resulted in tighter IT budgets and is forcing vendors to provide solutions that address contact center and enterprise needs with quicker deployments, faster paybacks, and actionable results.  To their credit, vendors have responded by breaking their products into smaller and more manageable modules or packaged offerings that enable users to address a particular problem more rapidly. We expect continued development in this area in the next few years.”   

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Stefania Viscusi
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