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1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Contact Center and Enterprise Performance Management?
4.1 What is Enterprise/Corporate Performance Management?
4.2 Difference between Contact Center and Enterprise Performance
Management and EPM
5. Emerging Contact Center Analytics Solutions
6. State of the Contact Center and Enterprise Performance Management
Market
6.1 Performance Management Market Trends
6.2 Opportunities
6.3 Challenges
6.4 Impact of the Recession
7. The Future of Performance Management for Contact Centers
8. What Are Customers Looking For?
8.1 Analytics
8.2 Industry Specific CCPM Packages
9. Market Share Analysis
9.1 Validating Market Numbers
10. Contact Center and Enterprise Performance Management Market
Projections
11. CCPM Penetration Rate
12. ROI and Benefits
12.1 Return on Investment (ROI)
12.2 Return on Investment (ROI) Categories
13. Pricing
13.1 Premise-Based Pricing
13.2 Hosted/SaaS Pricing
13.3 Managed Services Pricing
14. CCPM Vendor Snapshot
14.1 Company Information
14.2 Service Delivery Model
14.3 Overview of Vendor Offerings
14.4 Product Summary
14.5 Product Offerings
15. Vendor Strategy and Positioning
16. Contact Center and Enterprise Performance Management Competitive Landscape
16.1 Mergers and Acquisitions
16.2 Expansion into the Enterprise
16.3 Packages
17. Contact Center Performance Management Vendor Reference Analysis
18. Company Reports
18.1 Aspect Software
18.2 Enkata
18.3 Genesys
18.4 Merced
18.5 NICE
18.6 Verint
18.7 Voice Print International (VPI)
18.8 Snowfly
19. Contact Center Performance Management Detailed Functional and
Technical Analysis
19.1 High-Level Functional Summary
19.2 High-Level Technical Summary
19.3 Security
19.4 Administration
19.5 Integration
19.6 Workflow/Business Process Management
19.7 Archiving
19.8 Reporting and Analytical Capabilities
19.9 Balanced Scorecards
19.10 Dashboards
19.11 KPIs
19.12 Real-Time Capabilities
19.13 Sales Activities
19.14 Vendor Implementation Analysis
19.15 Training and Documentation
19.16 Professional Services
20. Appendices
20.1 Leading KPIs for Contact Center and Enterprise Performance Management
20.2 Performance Management Vendor Directory
Table of Figures
Figure 1: Contact Center Performance Management Defined
Figure 2: Contact Center Performance Management Common Building
Blocks
Figure 3: Enterprise/Corporate Performance Management
Figure 4: Contact Center and Enterprise Performance Process Flow
Figure 5: Contact Center Desktop Analytics
Figure 6: Customer Experience Analytics
Figure 7: Contact Center and Enterprise Performance Management Market
Trends
Figure 8: Contact Center and Enterprise Performance Management Market
Opportunities
Figure 9: Contact Center and Enterprise Performance Management Market Challenges
Figure 10: CCPM Vendors Packages and Functionality
Figure 11: Contact Center Analytics
Figure 12: CCPM Requirement Recommendations
Figure 13: CCPM Implementations and Percent Growth, 2005 to 2008
Figure 14: CCPM Market Share Analysis by Vendor, as of December 31, 2008
Figure 15: CCPM Market Share Analysis by Vendor, 2006 to 2008
Figure 16: Contact Center and Enterprise Performance Management Market
Projections, 2009 to 2011
Figure 17: Return on Investment from CCPM Offerings
Figure 18: Benefit Categories from CCPM Offerings
Figure 19: Performance Management Application Price Ranges –
Premise-Based Solutions
Figure 20: Pricing (Premise-Based Solution)
Figure 21: Performance Management Application Pricing Ranges –
Hosted/SaaS
Solutions
Figure 22: Pricing (Hosted/SaaS Solution)
Figure 23: Performance Management Application Pricing Ranges – Managed
Services Solutions
Figure 24: Pricing (Managed Service)
Figure 25: Company Information
Figure 26: Service Delivery Models
Figure 27: Service Delivery Model
Figure 28: Overview of Vendor Offerings
Figure 29: Vendor Product Summary
Figure 30: CCPM Vendor Offerings/Products
Figure 31: Performance Management and Analytics Vendor Strategy and
Positioning
Figure 32: Customer Survey Rating Categories
Figure 33: Average Satisfaction Ratings by Category
Figure 34: Product Satisfaction Ratings by Customer
Figure 35: Implementation Satisfaction Ratings by Customer
Figure 36: Service and Maintenance Satisfaction Ratings by Customer
Figure 37: Training Satisfaction Ratings by Customer
Figure 38: Professional Services Satisfaction Ratings by Customer
Figure 39: Overall Vendor Satisfaction Ratings by Customer
Figure 40: High-Level Functional Summary
Figure 41: High-Level Technical Summary
Figure 42: Security
Figure 43: Administration
Figure 44: Integration
Figure 45: Workflow/Business Process Management
Figure 46: Archiving
Figure 47: Reporting and Analytical Capabilities
Figure 48: Balanced Scorecards
Figure 49: Dashboards
Figure 50: KPIs
Figure 51: Real-Time Capabilities
Figure 52: Sales Activities
Figure 53: Vendor Implementation Analysis
Figure 54: Training and Documentation
Figure 55: Professional Services
Figure 56: Common KPIs for Contact Centers and Enterprise Performance Management
Order Information
To order a copy of the Contact Center and Enterprise Performance Management Market Report contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.
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