Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus)
Published By: Datamonitor
June 2009
R313-52351
Online Download $3,995.00
Global Site License $9,987.50
Description
Introduction
The Contact Center Analytics Decision Matrix outlines the competitive dynamics within the market and guides IT decision makers to select a vendor based on its product strength, reputation among customers, and impact in the market. Datamonitor provides a holistic view of vendor capabilities and recommends those you should explore, consider and, most importantly, shortlist.
Scope- Provides an overview of the most important trends in the contact center analytics and workforce optimization markets.
- Delivers a comprehensive comparison of vendors' market impact, products, and end-user sentiment.
- Presents a detailed view of each vendor's strengths and weaknesses, and provides advice on the suitability of their offering.
- Vendors profiled include Aspect, Envision, Genesys, Merced Systems, NICE, Teleopti, Verint, and VPI.
Highlights
Datamonitor defines contact center analytics as a range of optimization technologies that includes agent and operations-focused analytics and performance management (PM). Scorecards and dashboards are used to understand the performance of individual agents, teams, groups and overall contact center performance.
There is often high staff turnover in contact centers and therefore a need to monitor the way in which agents view and use customer data. This has driven a need for more intelligent WOTs tools such as analytics. These solutions are being deployed to better understand trends and challenges in the contact center.
Reasons to Purchase- Gain detailed knowledge of contact center analytics vendors' strengths with regards to products, user sentiment and market impact.
- Workforce optimization technology vendors can benchmark their performance in various key criteria against their competitors.
- IT managers will gain valuable insight to improve their contact center strategy and inform their purchasing decisions.
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Table of Contents
- Overview
- Catalyst
- Summary
- Table of Contents
- Table of figures
- Table of tables
- Market Developments
- Market trends
- Economic pressures are driving enterprises to focus on customer retention and cutting costs
- Enterprises will continue to invest in WOTs despite the difficult economy
- Enterprises are deploying contact center analytics to improve efficiency and first call resolution
- Vendors are offering packaged solutions for improving first call resolution and reducing call handling times
- The SME market is relatively untapped
- Speech analytics is gradually playing a more significant role in workforce optimization
- Continued market consolidation is changing the competitive landscape
- THE CONTACT CENTER ANALYTICS Decision Matrix
- Market leaders: NICE and Verint
- The challengers: Aspect, Merced Systems and VPI
- The prospects: Envision, Genesys and Teleopti
- Market Leaders
- Market leaders: technology assessment
- Market leaders: end-user sentiment
- Market leaders: market Impact
- Vendor Analysis
- Aspect: CCA radars
- Recommendation: consider
- Envision: CCA radars
- Recommendation: explore
- Genesys: CCA radars
- Recommendation: explore
- Merced Systems: CCA radars
- Recommendation: Consider
- NICE: CCA radars
- Recommendation: shortlist
- Teleopti: CCA radars
- Recommendation: explore
- Verint: CCA radars
- Recommendation: shortlist
- VPI: CCA radars
- Recommendation: consider
- Conclusion
- Contact centers should deploy packaged contact center analytics solutions to address business needs
- APPENDIX
- Summary scores
- Datamonitor ratings
- Definitions
- Workforce Optimization Technologies
- Extended Methodology
- Technology Assessment
- End-user Sentiment
- Market Impact
- Sources
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
- List of Tables
- Table 1: The leading contact center analytics vendors (in alphabetical order)
- Table 2: The Contact Center Analytics Decision Matrix
- Table 3: Contact Center Analytics Decision Matrix: vendor scores summary
- List of Figures
- Figure 1: Contact center analytics
- Figure 2: The contact center analytics Decision Matrix
- Figure 3: Market leaders analysis: technology assessment
- Figure 4: Market leaders: end-user sentiment
- Figure 5: Market leaders: market impact
- Figure 6: The Aspect contact center analytics radars
- Figure 7: The Envision contact center analytics radars
- Figure 8: The Genesys contact center analytics radars
- Figure 9: The Merced Systems contact center analytics radars
- Figure 10: The NICE contact center analytics radars
- Figure 11: The Teleopti contact center analytics radars
- Figure 12: The Verint contact center analytics radars
- Figure 13: The VPI contact center analytics radars
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