SOURCE: DMG Consulting LLC

March 05, 2008 08:00 ET

Contact Center Performance Management (CCPM) Market Momentum Continues, With Strong 79% Growth in 2008

DMG Consulting Classifies CCPM a "Must Have" for Contact Centers Dedicated to Continuous Performance Improvement

WEST ORANGE, NJ--(Marketwire - March 5, 2008) - DMG Consulting LLC, the leading provider of contact center and real-time analytics research, market analysis and business strategy, operations and technology consulting services, has published the 2008 Contact Center Performance Management Market Report. This is the industry's most comprehensive and timely guide to the rapidly growing CCPM market.

Though still in an early stage of development, the CCPM market grew by 79% in 2007, according to DMG analysis. DMG projects a 50% growth rate for the CCPM market in 2008, as contact centers become more aware of its purpose, value proposition, enterprise-wide benefits and the 6 to 9 month ROI. Competition among the Workforce Optimization and stand-alone CCPM vendors is driving improved offerings and market innovation, particularly in the areas of agent coaching, rewards and recognition, performance appraisal management, and first call resolution.

"Contact center performance management is an important analytical tool that can deliver 'actionable' results that help enterprises enhance the customer experience, increase sales, and improve productivity," says Donna Fluss, president and founder of DMG Consulting. "Contact centers that use CCPM on a consistent basis have improved agent and contact center performance and reduced operating expenses. Many of the early adopters consider CCPM a 'must have' for building a culture of continuous improvement and service excellence."

The 2008 Contact Center Performance Management Market Report is the most in-depth guide to the dynamic CCPM market. It covers vendors, products, technology, functionality, market trends, benefits, ROI and customer feedback. It addresses CCPM best practices and provides a detailed list of KPIs and calculations for various types of contact centers. The Report gives prospects the detailed information required to select the right solution, as well as the best practices that are essential for successfully implementing an initiative.

The eight vendors covered at a detailed level are: AIM Technology (AIM), Aspect Software (Aspect), HardMetrics, Enkata, Merced Systems (Merced), NICE Systems (NICE), Verint Systems (Verint), and Voice Print International (VPI). Exony, SAS and Metrica Systems are also addressed at a high level.

To learn more about the 2008 Contact Center Performance Management Market Report or to order a copy, go to, or contact Deborah Navarra at 516-628-1098 or

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. We are a strategic advisor to end users and vendors, large and small. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. And, we help vendors develop products and services that deliver differentiated innovation and benefits that suit the current and future needs of end users.

DMG Consulting is also the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Contact Center Performance Management, Surveying, Workforce Management, Contact Center Outsourcing and Hosted Contact Center Solutions. DMG Consulting is a leading contributor to contact center, CRM and general business publications around the world. DMG Consulting publishes 2 to 3 articles monthly that are read by over 1 million readers around the globe.