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Emerging Contact Center Analytics Apps Are Reducing Contact Center Costs by 5%-10%
[April 02, 2009]

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, or contact Deborah Navarra at 516-628-1098 or

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 SOURCE: DMG Consulting LLC

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