2007 Contact Center Performance Management Market Report:

SearchCRM.com has partnered with DMG Consulting LLC, the leading expert in the emerging contact center performance management (CCPM) market, to bring you the 2007 Contact Center Performance Management Market Report at a special discounted price!

DMG Consulting LLC's Contact Center Performance Management Market Report is a comprehensive guide to the CCPM market, a developing contact center technology segment and a specialized vertical within corporate/enterprise performance management solutions. This report provides an in-depth analysis of all aspects of this market, including vendors, product functionality and technology, customer satisfaction, market trends and challenges, benefits and return on investment, market share, adoption rates, growth projections, and pricing. It also defines CCPM and presents end-user best practices and a road map for building a successful performance management program.

This report covers the entire CCPM market and provides a detailed review of six vendors who offer solutions that integrate with multiple contact center infrastructure providers, have at least ten implementations and have a single offering. The six vendors covered in this Report are: AIM Technology, Merced Systems, NICE Systems, Verint Systems, Voice Print International (VPI) and Witness Systems.

Key components of this report are:

• An overview of the developing CCPM market and a review of its origin as an enterprise solution.
• A discussion of the various definitions of classic and real-time CCPM.
• The role and purpose of CCPM within contact centers and enterprises.
• A detailed discussion of the benefits of CCPM projects for agents, supervisors/managers, contact center, sales/marketing, the enterprise and its customers.
• An analysis of the return on investment from CCPM projects.
• Review of the trends and challenges that are impacting CCPM investment decisions.
• Explanation of the adoption rate and market projections for CCPM.
• Market share analysis.
• CCPM implementation best practices.
• Road map for building an effective CCPM program, including sample key performance indicators (KPIs) and a balanced scorecard.
• In-depth corporate, technical and functional side-by-side comparisons of six CCPM vendors.
• Vender reports critiquing all aspects of their CCPM solutions and future R&D plans.
• Pricing comparisons and analysis.
• CCPM market directory.

The CCPM market is still in its infancy, but growing quickly. This rapid development is expected to continue because of the benefits and proven return on investment these solutions deliver to contact centers and their enterprises. Written from the perspective of contact center managers, this report provides the information required to make the right investment decision for your company.

ABOUT DMG CONSULTING LLC
DMG Consulting LLC offers the most in-depth analysis of the call center market and customized consulting services to help you make the right selection. Get expert advice to make the optimal investment decision for your company. DMG Consulting's custom, cost-effective engagements assist you in defining functional requirements, selecting the right vendor, identifying the best uses and quantifying the benefits of a speech analytics application. They can help you negotiate a deal and ensure a successful implementation with a rapid return on investment (ROI).