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1. Executive Summary
2. Introduction
3. Report Participation Criteria
4. Contact Center Analytics
4.1 Contact Center Analytics Overview
4.2 Contact Center Analytics Benefits
4.3 Impact of Recession on Contact Center Analytics
4.4 Contact Center Analytics Trends
4.5 Contact Center Analytics Challenges
5. New Contact Center Analytics Applications
5.1 Customer Experience Analytics
5.2 Desktop Analytics
5.3 DA Applications/Use Cases
5.4 CEA Applications/Use Cases
6. CEA and DA Markets
6.1 CEA Competitive Landscape
6.2 DA Competitive Landscape
6.3 CEA and DA Company Snapshots
6.4 Analytics Vendor Strategies
7. Market Activity Analysis
8. Market Projections for CEA and DA
8.1 CEA Contact Center Projections
8.2 DA Contact Center Projections
9. ROI from Contact Center Analytics
10. Analytics Vendor Implementation Best Practices
11. Analytics Vendor Reference Analysis
12. CEA and DA Analytics Products
13. Pricing
14. Service Delivery Options
15. Detailed Technical and Functional Analysis
15.1 High-Level Functional Summary
15.2 High-Level Technical Summary
15.3 Customer Experience Analytics
15.4 Desktop Analytics
15.5 Security
15.6 Administration
15.7 Integration
15.8 Reporting and Analytical Capabilities
15.9 Vendor Implementation Analysis
15.10 Training and Documentation
15.11 Professional Services
16. Company Reports
16.1 ClickFox
16.2 Econiq
16.3 eglue
16.4 Iontas
16.5 Knoa
16.6 Nuance
16.7 Enkata
16.8 Merced
16.9 NICE
16.10 Verint
16.11 VPI
Appendix: CEA and DA Vendor Directory
Table of Figures
Figure 1: Contact Center Analytics
Figure 2: Traditional Vs. Analytically-Oriented Quality Assurance
Figure 3: Benefits of Contact Center Analytics
Figure 4: Contact Center 2009 Challenges
Figure 5: Contact Center Analytics Trends
Figure 6: Contact Center Analytics Challenges
Figure 7: Vendor Definitions of CEA
Figure 8: Customer Experience Analytics
Figure 9: Vendor Definitions of DA
Figure 10: Contact Center Desktop Analytics
Figure 11: Desktop Analytics Practical Uses
Figure 12: Customer Experience Analytics Uses
Figure 13: CEA Competitive Landscape
Figure 14: DA Competitive Landscape
Figure 15: CEA Company Information
Figure 16: DA Company Information
Figure 17: Analytics and Performance Management Vendor Strategy and
Positioning
Figure 18: CEA Contact Center Market Projections, 2009 to 2011
Figure 19: DA Contact Center Market Projections, 2009 to 2011
Figure 20: Return on Investment from CEA and DA Offerings
Figure 21: CEA Vendor Implementation Best Practices
Figure 22: Desktop Analytics Implementation Best Practices
Figure 23: Customer Survey Rating Categories
Figure 24: CEA Vendor Average Satisfaction Rating by Category
Figure 25: DA Vendor Average Satisfaction Rating by Category
Figure 26: CEA and DA Vendor Product Summary
Figure 27: CEA Vendor Offerings/Products
Figure 28: DA Vendor Offerings/Products
Figure 29: CEA Pricing Ranges – Licensed Model
Figure 30: CEA Pricing for by Vendor for Licensed Solutions
Figure 31: DA Pricing Ranges – Licensed Model
Figure 32: DA Pricing by Vendor for Licensed Solutions
Figure 33: CEA Managed Service Pricing
Figure 34: DA Managed Service Pricing
Figure 35: CEA and DA Service Delivery Analysis
Figure 36: Service Delivery Options
Figure 37: High-Level Functional Summary
Figure 38: High-Level Technical Analysis
Figure 39: Customer Experience Analytics (CEA)
Figure 40: Desktop Analytics
Figure 41: Security
Figure 42: Administration
Figure 43: Integration
Figure 44: Reporting and Analytical Capabilities
Figure 45: Vendor Implementation Analysis
Figure 46: Training and Documentation
Figure 47: Professional Services
Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.
Order Information
To order a copy of the Contact Center Analytics Report contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.
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