1.        Executive Summary
2.        Introduction
3.        DMG Consulting Research Methodology
4.        Report Participation Criteria
5.        What is Contact Center Surveying and EFM?
           5.1      Definitions
           5.2      Vendor Categories
           5.3      Functional Components of Solutions
           5.4      Distinction between EFM and Contact Center Surveying
                      5.4.1   Enterprise Feedback Management
                      5.4.2   Types of Surveys
                      5.4.3   IVR-Based Surveys
                      5.4.4   Email Based Surveys
                      5.4.5   Web-Based Surveys
                      5.4.6   Point-of-Sale Surveys
6.        How Social Networking and Communities are Changing the Surveying Game
           6.1      Contact Centers Can Play a Leading Role
           6.2      Social Networking in Action
           6.3      Vendor Social Networking/Community Offerings
7.        State of the Surveying/EFM Market
           7.1      Market Trends
           7.2      Market Opportunities
           7.3      Market Challenges
           7.4      Making Survey Results Actionable
                      7.4.1   Real-Time Capabilities
                      7.4.2   Reporting and Analytics
                      7.4.3   Integration of Surveying into the Quality Assurance Process
           7.5      Mergers and Acquisitions
           7.6      Impact of the Recession
8.        Surveying/Feedback Market Share Analysis
           8.1      Validating Market Activity Numbers
           8.2      Market Share Analysis
9.        Surveying/Feedback Market Projections
10.      Surveying/Feedback Adoption Rate
11.      ROI and Benefits from Contact Center Surveying/Feedback
           11.1     ROI
           11.2     Benefits
12.      Vendor Snapshots
           12.1     Vendor Summaries
           12.2     High-Level Functional Summary
           12.3     Service Delivery Models
13.      Pricing
           13.1     Premise-Based Pricing
           13.2     Hosted/SaaS Pricing
           13.3     Managed Service Pricing
14.      Vendor Customer Reference Analysis
15.      Surveying/Feedback Technology
           15.1     High-Level Technical Summary
           15.2     Storage and Retrieval
           15.3     Security
16.      Technical Innovation and Enhancements
           16.1     Planned Innovation
17.      Implementing Contact Center and EFM Vendor Solutions
           17.1     Implementation Analysis
           17.2     Training
           17.3     Professional Services
18.      Contact Center Surveying and EFM Vendor Company Reports
           18.1     Company Reports
                       18.1.1   Allegiance Inc
                       18.1.2   inContact
                       18.1.3   Confirmit
                       18.1.4   Mindshare Technologies
                       18.1.5   Ransys
                       18.1.6   RightNow Technologies
                       18.1.7   Verint
           18.2     Emerging Products Reports
                       18.2.1   Interactive Intelligence Inc
                       18.2.2   ResponseTek
19.      Appendix: Contact Center Surveying/Feedback Vendor Directory        

Table of Figures
Figure 1:      Contact Center Surveying/Feedback Vendor Categories
Figure 2:      Surveying/Feedback Functional Building Blocks
Figure 3:      Closed-Loop Processing
Figure 4:      Enterprise Feedback Management
Figure 5:      Enterprise Feedback Management (EFM)
Figure 6:      Types of Surveys
Figure 7:      IVR-Based Surveys
Figure 8:      Email Surveys
Figure 9:      Web-Based Surveys
Figure 10:    Social Networking
Figure 11:    Contact Center Surveying/Feedback and Analytics Market Trends
Figure 12:    Contact Center Surveying/Feedback and Analytics Market Opportunities
Figure 13:    Contact Center Surveying/Feedback and Analytics Market Challenges
Figure 14:    Real-Time Capabilities
Figure 15:    Reporting and Analysis
Figure 16:    The Quality Assurance Life Cycle
Figure 17:    2009 Contact Center Surveying/Feedback and Analytics Market Activity                     by Vendor, as of April 2009
Figure 18:    2009 Contact Center Surveying/Feedback and Analytics Market Share by                     Number of Seats, as of April 2009
Figure 19:    2009 Contact Center Surveying/Feedback Market Share, by Seats
Figure 20:    Total Number of Contact Center Surveying/Feedback and Analytics                     Implementations, 2008 vs. 2009 Comparison
Figure 21:    Surveying/Feedback and Analytics Market Projections, 2009 – 2011
Figure 22:    Return on Investment From Surveying/Feedback Offerings
Figure 23:    Benefit Categories from Surveying/Feedback Offerings
Figure 24:    Company Information
Figure 25:    Contact Center Surveying Strategy
Figure 26:    Overview of Vendor Offerings
Figure 27:    Surveying/Feedback Vendor Offerings/Products Summary
Figure 28:    High-Level Functional Summary
Figure 29:    Service Delivery Models
Figure 30:    Surveying Service Delivery Model
Figure 31:    Surveying/Feedback Price Ranges – Premise-Based Licensed Solutions
Figure 32:    2009 Pricing (Premise-Based Solutions)
Figure 33:    2009 Surveying/Feedback Price Ranges Comparison – Hosted/SaaS
                    Solutions
Figure 34:    2009 Pricing (Hosted/SaaS Solution)
Figure 35:    2009 Surveying/Feedback Price Ranges – Managed Service Solutions
Figure 36:    2009 Pricing (Managed Service)
Figure 37:    Customer Survey Rating Categories
Figure 38:    Average Satisfaction Rating by Category
Figure 39:    Surveying Solution/Product Satisfaction Ratings by Customer
Figure 40:    Surveying Implementation Satisfaction Ratings by Customer
Figure 41:    Service and Support Satisfaction Rating by Customer
Figure 42:    Training Satisfaction Rating by Customer
Figure 43:    Professional Services Satisfaction Rating by Customer
Figure 44:    Overall Satisfaction Rating by Customer
Figure 45:    High-Level Technical Summary
Figure 46:    Storage and Retrieval
Figure 47:    Security
Figure 48:    Implementation Analysis
Figure 49:    Training Analysis
Figure 50:    Professional Services Analysis

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 Surveying and Analytics Report, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the Report online.