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Research and Markets: Contact Center Performance Management Market Report 2013
[December 20, 2013]

Research and Markets: Contact Center Performance Management Market Report 2013

DUBLIN --(Business Wire)--

Research and Markets ( has announced the addition of the "2013 Contact Center Performance Management Market Report" report to their offering.

Contact center performance management (CCPM) solutions offer a framework for quantifying performance, sharing the information collected with relevant decision-makers, and feeding findings into a change management process to utilize as part of a continuous improvement cycle.

The potential benefits are significant, and now that enterprises are showing interest in 'big data' applications, the time is right to promote CCPM to a larger audience.

The 2013 Contact Center Performance Management Market Report, gives contact center and IT managers the detailed vendor, product, functional, technical and pricing information they need to select the right performance management solution, functionality and partner for their organization. The report provides insights into market trends and challenges, analyzes market activity, reviews customer satisfaction with vendors, and offers implementation best practices to help users realize the greatest continuing return on their technology investments.

This report delivers detailed analyses of the four leading and contending CCPM solutions from Aspect Software, Cisco, NICE Systems and Verint (News - Alert) Systems. Five other vendors with emerging applications - Avaya, CallCopy, Inova Solutions, Metria Systems and Voice Print International (VPI) - are covered at a high level. Readers will also benefit from seeing the results of an independent survey conducted to measure end-user satisfaction with CCPM vendors and their products, services, support, training and innovation.

Key Highlights

- The contact center still lags in the CCPM adoption cycle: Despite enormous potential benefits, CCPM still has not become a mainstream application in the contact center. The biggest challenge is the market's lack of understanding about what CCPM can do and how it can help deliver a better customer experience, cost savings and productivity improvements. The onus is on vendors to invest in marketing to educate potential prospects.

- Those who do use CCPM report high satisfaction: A large number of organizations using CCPM solutions are happy with them, and contact center infrastructure vendors are starting to see more interest in their version of CCPM.

- Growth is slow but steady, and is expected to continue: The number of agents using some CCPM grew by 19% between 2012 and 2013, from 1,731,138 to 2,058,017. It is expected the sector will grow by 14% in 2013 and 2014, and 12% in 2015 and 2016, due to the low installed base.

- Companies looking to invest in CCPM should factor other users' experiences into their selection process: prospective buyers should consider the experiences of others when looking to implement a new CCPM solution, and to facilitate that process, has conducted an independent survey that measures end-user satisfaction with vendors, products, services, support, training and innovation

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Methodology

4. CCPM Defined

5. The Performance Management Process

6. CCPM Service Delivery Models

7. CCPM Trends and Challenges

8. CCPM Market Activity Analysis

9. CCPM Market Projections

10. CCPM Market Innovation

11. Managing a Millennial Workforce with CCPM

12. Back-Office Performance Management

13. Real-Time Performance Management

14. Using CCPM as a Catalyst for Change

15. CCPM Benefits and Return on Investment

16. CCPM Case Studies

17. Implementation Analysis

18. CCPM Competitive Landscape

19. Performance Management Vendor Satisfaction Analysis

20. Pricing

21. CCPM Vendors and Solutions

22. CCPM Detailed Functional and Technical Analysis

23. Company Reports

24. Appendix: CCPM Vendor Directory

Companies Mentioned

- Aspect Software

- Avaya

- CallCopy

- Cisco

- Inova Solutions

- Metrica (News - Alert) Systems

- NICE Systems

- Verint Systems

- Voice Print International (VPI)

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