DMG Consulting, a provider of contact center analytics research and market analysis, has published the 2009 Contact Center and Enterprise Performance Management Market Report.
Sales of contact center and enterprise performance management solutions are growing at a healthy rate, despite the worldwide economic slowdown. Seat counts grew by nearly one-half million in 2008, an increase of 53% from the prior year. The number of agents using some form of CCPM solution -- a packaged application, quick-start basic capabilities, or full functionality -- continued to increase in calendar year 2008. There were an estimated 1,969 worldwide implementations of CCPM and 1.4 million contact center performance management seats in use as of December 31, 2008.
The smaller CCPM modules and packages are designed to be implemented in 1 to 3 months, a fraction of the time it would take to implement a full solution. Examples of these new packages include solutions targeted for first call resolution (FCR), root cause analysis, next-best action, coaching, real-time reporting and rewards and incentive management. In addition, new packages are being introduced for sales and other enterprise activities, such as sales incentive compensation, up-selling and cross-selling, and sales performance and analytics. These packages provide quicker implementations, fewer resource requirements, lower costs, and more rapid ROI. They also come with a pre-defined set of KPIs, which is an important feature that users are requesting.
More information on the contact center industry can be found at www.supportindustry.com
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