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

Table of Contents

OVERVIEW

• Catalyst
• Summary

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
  • 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: Cconsider

• 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

TABLES

• Table: The leading contact center analytics vendors (in alphabetical order)
• Table: The Contact Center Analytics Decision Matrix
• Table: Contact Center Analytics Decision Matrix: vendor scores summary

FIGURES

• Figure: Contact center analytics
• Figure: The contact center analytics Decision Matrix
• Figure: Market leaders analysis: technology assessment
• Figure: Market leaders: end-user sentiment
• Figure: Market leaders: market impact
• Figure: The Aspect contact center analytics radars
• Figure: The Envision contact center analytics radars
• Figure: The Genesys contact center analytics radars
• Figure: The Merced Systems contact center analytics radars
• Figure: The NICE contact center analytics radars
• Figure: The Teleopti contact center analytics radars
• Figure: The Verint contact center analytics radars
• Figure: The VPI contact center analytics radars