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Research and Markets: Desktop Analytics Market Report 2013 - 2014

Research and Markets ( has announced the addition of the "2013 - 2014 Desktop Analytics Market Report" report to their offering.

Adoption of desktop analytics is poised to take off over the next few years. Desktop analytics solutions are attractive because they can address internal demands and satisfy external requirements, including regulations that tightly control the dissemination of sensitive customer information across a variety of industries.

Desktop analytics can also do something that few consider; by providing visibility into the fulfillment process, these applications can 'watch' to see if agents are delivering on their promises to customers - providing a true closed-loop analysis of the entire customer experience.

Desktop analytics (DA) is a very powerful application that has the potential to drastically improve the quality and reduce the cost of handling interactions in front and back-office operating environments by providing visibility into everything employees do at their desktops. It is capable of delivering increasing value and benefits to organizations, depending on how it is used. DA has evolved into a multi-faceted suite with as many as five core modules. Each of these modules yields substantial productivity improvements and cost savings for operating departments, while improving quality by reducing human errors.

The 2013 - 2014 Desktop Analytics Market Report covers vendors, products, technology, functionality, market activity, projections, benefits, return on investment (ROI), trends, challenges, uses, implementation best practices and pricing. The Report explains how desktop analytics provides transparency into what agents and back-office employees are doing at their desktops and how that activity can impact productivity and business results. This Report is intended to make sense out of this emerging and important IT sector, and to help companies identify and select the right DA solution to meet their needs.

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Methodology

4. Service Delivery Models

5. What is Desktop Analytics?

6. The Five Major Functional Capabilities of Desktop Analytics Solutions

7. Getting Started With Desktop Analytics

8. Beyond The Contact Center - Desktop Analytics in the Back Office

9. Market Trends and Challenges

10. Desktop Analytics Uses

11. Desktop Analytics Benefits and ROI

12. Product Innovation

13. Market Activity and Market Share Analysis

14. Desktop Analytics Projections

15. Adoption of Desktop Analytics

16. Desktop Analytics Competitive Landscape

17. Desktop Analytics Vendors and Products

18. Real-Time Capabilities

19. Detailed Technical Analysis

20. Implementation Analysis

21. Desktop Analytics Vendor Satisfaction Analysis

22. Pricing

23. Company Reports

23.1 Calabrio

23.2 Cicero

23.3 NICE

23.4 OpenSpan

23.5 Uptivity (formerly CallCopy)

23.6 Verint Systems Inc.

23.7 Voice Print International (VPI)

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