NEW!2014 - 2015 Outbound Solutions Product and Market Report
Compliance with legislation in the US and abroad remains top-of-mind for end-user organizations. Vendors who compete in this sector have invested and are continuing to invest in providing flexible features to support the development of regulatory-compliant outbound campaigns that mitigate risk. Moreover, in our highly digital world of email, instant messaging (IM), short message service (SMS), chat and social media, outbound activities are increasingly becoming an accepted, even expected, mode of communication between enterprises and their customers. Companies need to develop effective multi-channel outbound/inbound/blended strategies to communicate consistently and effectively with their customers. The outbound solution providers are rising to the challenge. Learn more.
NEW!2014 Workforce Optimization Market Share Report
2013 was a good year for the WFO market, but one that indicates that this is a maturing market. The total company GAAP numbers increased by 11.5% between fiscal 2012 and 2013, but the contact center WFO segment grew by only 7.5%. If the WFO market were to remain “as is” or “status quo,” it would gradually transition to a slow-moving and staid sector that generated a dependable amount of revenue, but this is not what DMG expects to happen. DMG expects the WFO market to reinvent itself and to come on strong, even if it takes several years for this transition to occur. The WFO sector often outperforms other contact center IT sectors, as well as many general IT segments, because innovations keep coming out of this market. Learn more.
NEW!2014 - 2015 Contact Center Performance Management Market Report
CCPM's time may finally have come. "Big data," employee engagement, and the increasing importance of capturing and analyzing the customer journey are the major market trends that are causing end users to give CCPM a fresh look. Vendors are continuing to invest in making CCPM solutions more actionable and easier to implement and use. Performance management has also started to capture the interest of back-office managers as a way of obtaining the metrics and KPIs they need to help improve performance and reduce their operating expenses. Learn more.
NEW!2014 - 2015 Contact Center Workforce Management Market Report
The growing need for front and back-office WFM capabilities is driving purchases at an unprecedented rate in this formerly slow-moving market; the rapid growth is, in turn, driving substantial investments in product innovation. Workforce management software remains the most important productivity tool in many contact centers, and is expected to find a similar position in the back office. In a worldwide benchmark study conducted by DMG Consulting in Q4 2013, workforce management was a top-ranked investment priority for 2014. This is no surprise given that increasing agent productivity, adding new channels, and reducing the cost of service are among the top five contact center initiatives for 2014. These solutions lower servicing/sales/processing costs through better agent/employee utilization, avoidance of overstaffing, and reductions in overtime costs, while ensuring that the right people with the right skills are available to get the job done and deliver a great customer experience. WFM solutions also provide multi-channel forecasting and scheduling capabilities to better support blending and omni-channel staffing efficiency and optimization. Learn more.
NEW!2013 - 2014 Workforce Optimization (WFO) Product and Market Report
The contact center WFO market has been one of the top-performing IT sectors in the contact center market for the past 14 years. DMG remains bullish on the WFO market because these vendors are not just sitting back and enjoying their success. Leading and contending WFO vendors are making substantial investments in their products and future direction. The contact center WFO vendors "get it" - these vendors are willing to work with their customers to build features to improve the customer experience. This is why the solutions continue to improve and why they are purchased. So, although the market is called workforce optimization, these vendors provide functionality that does a great deal more than just optimize employees. These suites are dedicated to enhancing the customer experience and providing insights into the customer journey while improving both the customer and employee experience and reducing operating costs. DMG expects 2014 to be an excellent year for these solutions, as end users replace outdated core telephony, customer service and customer relationship management (CRM) applications, including WFO capabilities. Learn more.
NEW!2013 - 2014 Cloud-Based Contact Center Infrastructure Market Report
Growing interest and increased adoption are driving and speeding the pace of innovation. Cloud-based contact center infrastructure vendors are making substantial investments in research and development (R&D), and DMG expects that trend to continue for the foreseeable future. Money and time are going into helping these vendors reach functional parity with premise-based peers and build functional differentiators. Customer requests, contact center trends and challenges, new technologies, expanding markets, strategic partnerships, and the desire to deliver new capabilities to the market all play a role in ongoing innovation. Among other areas, vendors are focused on multi-channel capabilities, social media, improving user interfaces, out-of-the-box integrations to third-party applications, reporting, and mobile support. Today there are more vendors, solutions and options for end users than ever before. Learn more.
NEW!2013 - 2014 Desktop Analytics Market Report
DA is a very exciting suite of applications that can cost effectively alter and improve an organization's servicing infrastructure without changing the underlying code of their CRM, sales, supply chain and back-office processing systems. There is nothing else like it in the servicing world, and it should be used to change and fix servicing and processing issues that have previously been avoided because they were considered too risky, time consuming and costly to address. It can also be used to upgrade employee and systems performance dramatically by providing data-driven assessment of where and how each employee and systems interface is meeting its goals. It's not a question of whether DA can be useful for an organization, but rather the order in which to apply it to address various challenges. Learn more.
2013 - 2014 Speech Analytics Product and Market Report
Speech analytics is going to be used to help companies address many of their 2014 goals. Its uses include: providing insights into the reasons why people call, improving agent productivity, reducing operating costs, enhancing the customer experience, improving and shortening the customer journey, identifying at-risk customers, reducing customer attrition, identifying new sales opportunities, increasing regulatory and script compliance, and a great deal more. To date, speech analytics has been used predominantly in contact centers, but it's contributions will increase as it is rolled out to other enterprise operating departments. Learn more.