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

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.