Abstract
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 of this research
- 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.
Research and analysis 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.
Key reasons to purchase this research
- 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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