DMG Consulting LLC, a provider of contact center and real-time analytics market research and consulting services, has published its inaugural Contact Center Performance Management Market Report.

 

This first report from DMG is a comprehensive guide to the emerging and rapidly growing contact center performance management (CCPC) market. Performance management applications are gaining popularity with contact centers, IT and finance managers due to their tremendous value and rapid ROI.

 

Significant adoption of contact center performance management applications was seen in 2006 and DMG predicts that 2007 will be even better. Corporate decision makers have begun to recognize the rapid and quantifiable benefits and ROI that these applications offer that extend beyond the contact center to the organization’s senior management, sales and marketing divisions, operations and customers.

 

Donna Fluss, President of DMG Consulting, said in a statement on Wednesday, "The Report is written from an end-user perspective and gives contact center and IT managers the most current, detailed and objective analysis of vendors, products, implementation best practices, services and trends in this market."

 

A performance management customer satisfaction analysis is included in the report that indicates high ratings for these emerging products and vendors. The purpose, value proposition and benefits of CCPM still remain unclear, generating low market adoption in spite of a high degree of satisfaction. Market leaders are expected to increase investments in marketing to change this outlook in 2007.

 

According to DMG Consulting estimates, the number of contact center performance management implementations has increased by 434 percent since December of 2004, with a compounded annual growth rate of 131 percent.

 

The current North American penetration rate for performance management applications in contact centers is 1.03 percent, and even lower abroad, with the exception being the UK. Contact center performance management is expected to play an increasingly essential role in contact centers as they continue to migrate to analytically-oriented operating groups.

 

This report can benefit contact centers and IT managers that are looking to automate and simplify the contact center reporting challenge while also freeing their staff to spend more time helping customers.

 

Performance management is designed to empower companies to align contact center and enterprise goals. It also provides an objective fact-based approach for analyzing the performance of the contact center and improving its ability to deliver departmental and corporate goals.

 

While performance management applications have seen slow adoption throughout contact centers, DMG Consulting predicts that its market growth will reach 27.5 percent in 2007 and 25 percent in 2008. Given the benefits that the applications can provide, the estimates seem realistic, but as everything in the contact center industry, it is a wait and see.

Want to learn more about contact centers? Then be sure to check out TMCnet’s Whitepaper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.

 

 

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.