Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus):

Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus)

Published Date: June 2009

Published By: Datamonitor

Page Count: 13

Order Code: R313-52351

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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