Click here to close now.

SYS-CON MEDIA Authors: Liz McMillan, Elizabeth White, Dana Gardner, tru welu, Blue Box Blog

News Feed Item

Research and Markets: Contact Center Performance Management Market Report 2014 - 2015

Research and Markets (http://www.researchandmarkets.com/research/6mm3rn/2014_2015) has announced the addition of the "2014 - 2015 Contact Center Performance Management Market Report" report to their offering.

Contact center performance management (CCPM) is finally coming into its own. Big data, employee engagement, and the increasing importance of capturing and analyzing the customer journey are causing end users from both inside and outside the contact center to reconsider CCPM and appreciate its value.

The Contact Center Performance Management (CCPM) Market Report provides an in-depth look at this key IT sector. The Report is designed specifically to help contact center and IT managers select the right performance management solution, functionality and vendor for their organization. This 211-page Report encompasses vendors, products, technology, market trends and challenges, benefits, return on investment, competitive landscape, market share, market projections, adoption rates, pricing, and best practices for implementing these solutions.

The 2014-2015 Contact Center Performance Management Market Report is the most complete and timely guide to this IT sector. It covers the entire CCPM market, with detailed analyses of the solutions offered by three leading vendors: NICE Systems, Verint Systems and VPI. Three other vendors - ClearView, Inova and Metrica - are covered at a high level.

Key features of the Report include:

  • Definition of CCPM, including an analysis of the performance management process and review of the functional building blocks that comprise these solutions.
  • Review of currently available service delivery options.
  • Analysis of the trends and challenges that are driving technical and functional innovation, usability and market adoption.
  • Evaluation of new product features and enhancements, and a preview of what the vendors plan to deliver in the next 12 - 18 months.
  • Discussion of how historical and real-time CCPM support the development of a performance-driven culture.
  • Introduction of new customer-centric metrics - how to measure what's important to customers as well as the top key performance indicator (KPI) requirements for managing a contact center.
  • Review of how CCPM is being leveraged to improve the output of workforce optimization (WFO) modules and suites.
  • Discussion of the emergence of back-office performance management.
  • Analysis of how CCPM is meeting the "big data" challenge in capturing, measuring, understanding and improving the cross-channel customer journey.
  • Market activity and market share analysis, adoption rate, and three-year projections for 2014 - 2016.
  • Overview of the CCPM competitive landscape and the six vendor categories.
  • Company snapshots and product overviews for the six leading and contending CCPM vendors.
  • Analysis of ROI and the benefits enterprises should expect to realize from a successful CCPM implementation.
  • Implementation analysis, including vendor best practices, maintenance and support policies, training/workshops, integration and professional services.
  • Detailed pricing comparison and analysis for premise-based, hosted and managed service CCPM solutions.
  • In-depth side-by-side comparative analyses of the functional and technical capabilities of the three leading CCPM vendors.
  • Company reports for the six leading and contending competitors, analyzing their products, functionality and future product development plans.
  • Vendor Directory featuring 33 contact center CCPM competitors.

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Methodology

4. CCPM Defined

5. The Performance Management Process

6. Contact Center Performance Management Service Delivery Models

7. Contact Center Performance Management Trends and Challenges

8. CCPM Market Innovation

9. Creating a Performance-Driven Culture with Historical and Real-Time CCPM

10. Customer-Centric Metrics: Measuring What's Important to your Customers

11. KPI Requirements for Managing a Contact Center

12. The Suite Benefits of CCPM: Leveraging CCPM in Contact Center Applications and WFO Suites

13. Back-Office Performance Management

14. "Big Data" and the Customer Journey

15. Market Activity Analysis

16. CCPM Projections

17. CCPM Market Adoption

18. CCPM Competitive Landscape

19. CCPM Vendors and Solutions

20. High-Level Functional Summary

21. High-Level Technical Summary

22. CCPM Benefits and Return on Investment

23. Implementation Analysis

24. Pricing

25. CCPM Detailed Functional and Technical Analysis

26. Company Reports

  • ClearView
  • Inova Solutions
  • Metrica Systems
  • NICE Systems
  • VPI (Voice Print International)
  • Verint Systems

For more information visit http://www.researchandmarkets.com/research/6mm3rn/2014_2015

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Today’s enterprise is being driven by disruptive competitive and human capital requirements to provide enterprise application access through not only desktops, but also mobile devices. To retrofit existing programs across all these devices using traditional programming methods is very costly and time consuming – often prohibitively so. In his session at @ThingsExpo, Jesse Shiah, CEO, President, and Co-Founder of AgilePoint Inc., discussed how you can create applications that run on all mobile ...
The Internet of Things promises to transform businesses (and lives), but navigating the business and technical path to success can be difficult to understand. In his session at @ThingsExpo, Sean Lorenz, Technical Product Manager for Xively at LogMeIn, demonstrated how to approach creating broadly successful connected customer solutions using real world business transformation studies including New England BioLabs and more.
The OpenStack cloud operating system includes Trove, a database abstraction layer. Rather than applications connecting directly to a specific type of database, they connect to Trove, which in turn connects to one or more specific databases. One target database is Postgres Plus Cloud Database, which includes its own RESTful API. Trove was originally developed around MySQL, whose interfaces are significantly less complicated than those of the Postgres cloud database. In his session at 16th Cloud...
There are 182 billion emails sent every day, generating a lot of data about how recipients and ISPs respond. Many marketers take a more-is-better approach to stats, preferring to have the ability to slice and dice their email lists based numerous arbitrary stats. However, fundamentally what really matters is whether or not sending an email to a particular recipient will generate value. Data Scientists can design high-level insights such as engagement prediction models and content clusters that a...
It's time to face reality: "Americans are from Mars, Europeans are from Venus," and in today's increasingly connected world, understanding "inter-planetary" alignments and deviations is mission-critical for cloud. In her session at 15th Cloud Expo, Evelyn de Souza, Data Privacy and Compliance Strategy Leader at Cisco Systems, discussed cultural expectations of privacy based on new research across these elements
In today's application economy, enterprise organizations realize that it's their applications that are the heart and soul of their business. If their application users have a bad experience, their revenue and reputation are at stake. In his session at 15th Cloud Expo, Anand Akela, Senior Director of Product Marketing for Application Performance Management at CA Technologies, discussed how a user-centric Application Performance Management solution can help inspire your users with every applicati...
The consumption economy is here and so are cloud applications and solutions that offer more than subscription and flat fee models and at the same time are available on a pure consumption model, which not only reduces IT spend but also lowers infrastructure costs, and offers ease of use and availability. In their session at 15th Cloud Expo, Ermanno Bonifazi, CEO & Founder of Solgenia, and Ian Khan, Global Strategic Positioning & Brand Manager at Solgenia, discussed this shifting dynamic with an ...
As enterprises engage with Big Data technologies to develop applications needed to meet operational demands, new computation fabrics are continually being introduced. To leverage these new innovations, organizations are sacrificing market opportunities to gain expertise in learning new systems. In his session at Big Data Expo, Supreet Oberoi, Vice President of Field Engineering at Concurrent, Inc., discussed how to leverage existing infrastructure and investments and future-proof them against e...
Due of the rise of Hadoop, many enterprises are now deploying their first small clusters of 10 to 20 servers. At this small scale, the complexity of operating the cluster looks and feels like general data center servers. It is not until the clusters scale, as they inevitably do, when the pain caused by the exponential complexity becomes apparent. We've seen this problem occur time and time again. In his session at Big Data Expo, Greg Bruno, Vice President of Engineering and co-founder of StackI...
Once the decision has been made to move part or all of a workload to the cloud, a methodology for selecting that workload needs to be established. How do you move to the cloud? What does the discovery, assessment and planning look like? What workloads make sense? Which cloud model makes sense for each workload? What are the considerations for how to select the right cloud model? And how does that fit in with the overall IT transformation?
The recent trends like cloud computing, social, mobile and Internet of Things are forcing enterprises to modernize in order to compete in the competitive globalized markets. However, enterprises are approaching newer technologies with a more silo-ed way, gaining only sub optimal benefits. The Modern Enterprise model is presented as a newer way to think of enterprise IT, which takes a more holistic approach to embracing modern technologies.
For better or worse, DevOps has gone mainstream. All doubt was removed when IBM and HP threw up their respective DevOps microsites. Where are we on the hype cycle? It's hard to say for sure but there's a feeling we're heading for the "Peak of Inflated Expectations." What does this mean for the enterprise? Should they avoid DevOps? Definitely not. Should they be cautious though? Absolutely. The truth is that DevOps and the enterprise are at best strange bedfellows. The movement has its roots in t...
The true value of the Internet of Things (IoT) lies not just in the data, but through the services that protect the data, perform the analysis and present findings in a usable way. With many IoT elements rooted in traditional IT components, Big Data and IoT isn’t just a play for enterprise. In fact, the IoT presents SMBs with the prospect of launching entirely new activities and exploring innovative areas. CompTIA research identifies several areas where IoT is expected to have the greatest impac...
There is little doubt that Big Data solutions will have an increasing role in the Enterprise IT mainstream over time. 8th International Big Data Expo, co-located with 17th International Cloud Expo - to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA - has announced its Call for Papers is open. As advanced data storage, access and analytics technologies aimed at handling high-volume and/or fast moving data all move center stage, aided by the cloud computing bo...
Every day we read jaw-dropping stats on the explosion of data. We allocate significant resources to harness and better understand it. We build businesses around it. But we’ve only just begun. For big payoffs in Big Data, CIOs are turning to cognitive computing. Cognitive computing’s ability to securely extract insights, understand natural language, and get smarter each time it’s used is the next, logical step for Big Data.