Contact Center Performance Management To Take Off in 2007


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DMG Consulting predicts performance management market growth of 27.5% in 2007 and 25% in 2008.

WEST ORANGE, NJ—January 10, 2007—DMG Consulting LLC, the leading provider of contact center and real-time analytics market research and consulting services, has published its inaugural Contact Center Performance Management Market Report. This 230-page Report is the most comprehensive guide to the emerging and rapidly growing contact center performance management (CCPM) market. Performance management applications have captured the attention of contact center, IT and finance managers because of their tremendous value and rapid ROI.

“2006 was the first year of significant adoption of contact center performance management applications and 2007 is expected to be even better. Corporate decision makers are recognizing that these applications offer rapid and quantifiable benefits and ROI that extend far beyond the contact center – to enterprise senior management, sales and marketing organizations, operations and customers,” said Donna Fluss, President of DMG Consulting. “The Report is written from an end-user perspective and gives contact center and IT managers the most current, detailed and objective analysis of vendors, products, implementation best practices, services and trends in this market.”

The Report includes a performance management customer satisfaction analysis that reflects impressively high ratings for these emerging products and vendors. Despite this high degree of satisfaction, market adoption is low because the purpose, value proposition and benefits of CCPM remain unclear. This is expected to change in 2007, as market leaders increase investments in marketing.

DMG Consulting estimates that the number of contact center performance management implementations has increased by 434% since December 2004, with a compounded annual growth rate of 131%. The current penetration rate for performance management applications in contact centers is 1.03% in North America and even lower abroad, with the exception of the UK. Contact center performance management will play an increasingly essential role in contact centers as they continue to migrate to analytically-oriented operating groups.

The Report is a must-read for contact center and IT managers looking to automate and simplify the contact center reporting challenge and free their staff to spend more time helping customers. It explains how performance management empowers companies to align contact center and enterprise goals. It describes how performance management provides an objective fact-based approach for analyzing the performance of the contact center and improving its ability to deliver to departmental and corporate goals.

The 2007 Contact Center Performance Management Market Report includes:

Compelling benefits of contact center performance management for agents, supervisors, contact centers, sales and marketing departments, enterprises and customers
Overview of the developing CCPM market, including the trends, opportunities and challenges affecting buying decisions
Roadmap for building an effective CCPM program, including common KPIs and a balanced scorecard
CCPM best practices that are driving successful implementations and rapid ROI
Comprehensive analysis of the vendor landscape
In-depth corporate, technical and functional side-by-side comparisons of six leading CCPM vendors: AIM Technology, Merced Systems, NICE, Verint, VPI and Witness Systems
Detailed vendor reports covering all aspects of their current CCPM solutions and future R&D plans
CCPM adoption rate and market share analysis
Product pricing for applications, implementations and services
Contact center performance management market directory
To learn more about the 2007 Contact Center Performance Management Market Report or to order your copy, go to, or contact Deborah Navarra at 516-628-1098 or [email protected].

About DMG Consulting LLC

DMG Consulting LLC is a strategic advisor to companies large and small. Our mission is to help companies build effective contact center and service environments that provide an outstanding customer experience. We achieve this goal by helping our clients leverage technology, process and people to optimize operational efficiency, sales and profits. Our actionable strategies and tactics effect change in clients’ internal process and technology to maximize the returns from all customer-facing activities – sales, marketing and customer service. Our customers include Global 2000 companies such as Nortel, RealNetworks, Sub-Zero/Wolf, Stride Rite, Sun Microsystems, Carlson, J. Jill Group and HBCS.

Deborah Navarra
DMG Consulting LLC

[email protected]

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