BPA Featured Article

Emerging Contact Center Analytics Apps Reduce Costs by 5 to 10 Percent

By Brendan B. Read, Senior Contributing Editor
April 03, 2009

A new report by DMG Consulting reveals that two new classes of applications: customer experience analytics (CEA) and desktop analytics (DA) applications are delivering cost savings of 5 percent to 10 percent to organizations.

The study, Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solutions explains that CEAs are externally-oriented applications that assess the customer experience during every touch point (self-service, agent interactions and the fulfillment process). DAs are internally-focused solutions that measure departmental performance and the agent’s interaction with desktop servicing applications.
These solutions are already making positive contributions to contact centers and their customers, explains Donna Fluss, president of DMG. CEA reduces agent call volumes and DA reduces agent average handle time. 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, and improving agent satisfaction.
DMG expects CEA and DA solutions to grow rapidly over the next three 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.
The new report covers vendors, products, technology, functionality, market activity, projections, benefits, return on investment (ROI), customer perceptions, trends, challenges, implementation best practices and pricing. It is a guide to contact center analytics. It also “debunks” some of the claims about these emerging technologies by providing a detailed analysis of their functional capabilities.
The document 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 (News - Alert), and VPI. The Report also introduces Econiq, the newest market entrant.
“Desktop analytics provides transparency into how agents interact with their servicing applications, eliminating the last black hole in contact centers,” explains Fluss. “CEA solutions measure the customer experience throughout the service lifecycle. 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.” 

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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