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Emerging Contact Center Analytics Apps Are Reducing Contact Center Costs by 5%-10%
WEST ORANGE, NJ, Apr 02, 2009 (MARKET WIRE via COMTEX) --
DMG Consulting, the leader in contact center analytics research and
market analysis, today published the Contact Center Analytics:
Emerging Customer Experience and Desktop Analytics Solutions Report.
This groundbreaking report is a comprehensive guide to the world of
contact center analytics. It introduces the two newest market
entrants, customer experience analytics (CEA) and desktop analytics
(DA).
Customer experience analytics is an externally-oriented application
that assesses the customer experience during every touch point
(self-service, agent interactions and the fulfillment process).
Desktop analytics is an internally-focused solution that measures
departmental performance and the agent's interaction with desktop
servicing applications.
These solutions are already making positive contributions to contact
centers and their customers. CEA reduces agent call volumes and DA
reduces agent average handle time (AHT). These solutions also help
contact center and enterprise managers address important goals such
as revenue generation, reducing customer attrition, increasing the
use of self-service applications, improving agent satisfaction, and
more.
"Desktop analytics provides transparency into how agents interact
with their servicing applications, eliminating the last black hole in
contact centers," said Donna Fluss, president of DMG. "CEA solutions
measure the customer experience throughout the service lifecycle.
These applications are delivering cost savings of 5%-10% to
organizations. When implemented properly, they help managers achieve
their cost savings goals while improving the customer and agent
experience. In short, they are a gift for our troubled times."
DMG expects CEA and DA solutions to grow rapidly over the next 3
years, despite the recession. The number of CEA implementations is
expected to approach 1,000 by the end of 2011. The number of DA seats
is expected to exceed 1.5 million during the same period.
DMG's Contact Center Analytics: Emerging Customer Experience and
Desktop Analytics Solutions Report covers vendors, products,
technology, functionality, market activity, projections, benefits,
return on investment (ROI), customer perceptions, trends, challenges,
implementation best practices and pricing. This Report is a guide to
contact center analytics. It is an essential resource to help
managers select the right analytical application and vendor --
whether an incumbent with a workforce optimization suite or IVR
solution, or a stand-alone provider. It also "debunks" some of the
claims about these emerging technologies by providing a detailed
analysis of their functional capabilities.
This Report provides in-depth coverage of all CEA and DA competitors.
The six CEA vendors covered at a detailed level are ClickFox, eglue,
Enkata, Iontas, Merced and Nuance. The six DA vendors comprehensively
reviewed are eglue, Iontas Knoa, NICE, Verint and VPI. The Report
also introduces Econiq, the newest market entrant.
To learn more about DMG's Contact Center Analytics: Emerging Customer
Experience and Desktop Analytics Solutions Report, or to order a
copy, go to www.dmgconsult.com, or contact Deborah Navarra at
516-628-1098 or deborah.navarra@dmgconsult.com.
About DMG Consulting LLC
DMG Consulting LLC is an advisory and consulting firm specializing in
contact centers and real-time analytics. We are a strategic advisor
to contact centers and vendors, and the financial community. Our
mission is to help our clients build world-class contact centers by
leveraging technology, process and people. We help managers optimize
the performance of their contact centers by increasing operational
efficiency, providing an outstanding customer experience, enhancing
loyalty and increasing sales and profits. And, we assist vendors in
developing products and services that deliver differentiated
innovation and benefits that suit the current and future needs of end
users.
DMG Consulting is the leading provider of contact center and
analytics industry research. Our reports cover many sectors,
including: Quality Management/Liability Recording, Speech Analytics,
Performance Management, Surveying, Workforce Management, Contact
Center Outsourcing, Hosted Contact Center Infrastructure and
Interactive Voice Response Systems.
Contact:
Deborah Navarra
DMG Consulting LLC
516-628-1098
deborah.navarra@dmgconsult.com
SOURCE: DMG Consulting LLC
mailto:deborah.navarra@dmgconsult.com
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