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

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.

Overview 1

Catalyst 1

Summary 1

Table of Contents 2

Table of figures 3

Table of tables 4

Market Developments 5

Market trends 6

Economic pressures are driving enterprises to focus on customer retention and cutting costs 6

Enterprises will continue to invest in WOTs despite the difficult economy 6

Enterprises are deploying contact center analytics to improve efficiency and first call resolution 6

Vendors are offering packaged solutions for improving first call resolution and reducing call handling times 7

The SME market is relatively untapped 7

Speech analytics is gradually playing a more significant role in workforce optimization 7

Continued market consolidation is changing the competitive landscape 8

THE CONTACT CENTER ANALYTICS Decision Matrix 10

Market leaders: NICE and Verint 12

The challengers: Aspect, Merced Systems and VPI 12

The prospects: Envision, Genesys and Teleopti 13

Market Leaders 15

Market leaders: technology assessment 15

Market leaders: end-user sentiment 16

Market leaders: market Impact 18

Vendor Analysis 20

Aspect: CCA radars 20

Recommendation: consider 21

Envision: CCA radars 22

Recommendation: explore 23

Genesys: CCA radars 24

Recommendation: explore 25

Merced Systems: CCA radars 26

Recommendation: Consider 27

NICE: CCA radars 28

Recommendation: shortlist 29

Teleopti: CCA radars 30

Recommendation: explore 30

Verint: CCA radars 32

Recommendation: shortlist 33

VPI: CCA radars 34

Recommendation: consider 35

Conclusion 36

Contact centers should deploy packaged contact center analytics solutions to address business needs 36

APPENDIX 37

Summary scores 37

Datamonitor ratings 37

Definitions 37

Workforce Optimization Technologies 37

Extended Methodology 39

Technology Assessment 39

End-user Sentiment 39

Market Impact 40

Sources 41

Further reading 41

Ask the analyst 41

Datamonitor consulting 42

Disclaimer 42

List of Tables

Table 1: The leading contact center analytics vendors (in alphabetical order) 9

Table 2: The Contact Center Analytics Decision Matrix 11

Table 3: Contact Center Analytics Decision Matrix: vendor scores summary 37

List of Figures

Figure 1: Contact center analytics 5

Figure 2: The contact center analytics Decision Matrix 10

Figure 3: Market leaders analysis: technology assessment 15

Figure 4: Market leaders: end-user sentiment 17

Figure 5: Market leaders: market impact 18

Figure 6: The Aspect contact center analytics radars 20

Figure 7: The Envision contact center analytics radars 22

Figure 8: The Genesys contact center analytics radars 24

Figure 9: The Merced Systems contact center analytics radars 26

Figure 10: The NICE contact center analytics radars 28

Figure 11: The Teleopti contact center analytics radars 30

Figure 12: The Verint contact center analytics radars 32

Figure 13: The VPI contact center analytics radars 34

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