SOURCE: DMG Consulting LLC

DMG Consulting LLC

August 12, 2009 08:00 ET

Surveying/Feedback and Analytics Market Increases by 18 Percent as Need to Retain Customers Grows

Recession Spurs Growth as Companies Recognize the Need to Keep Customers Happy

WEST ORANGE, NJ--(Marketwire - August 12, 2009) - DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today published the 2009 Contact Center Surveying/Feedback and Analytics Market Share Report.

Despite the economic recession, 2008 was a very good year for the contact center surveying/feedback market. The number of implementations grew by 18 percent, from 1,850 in 2008 to 2,177 in 2009. Based on performance in 2008 and activity so far in 2009, DMG Consulting is forecasting an increase in the number of contact center surveying/feedback implementations of 6 percent in 2009, 5 percent in 2010 and 8 percent in 2011.

The current recession has actually spurred growth in the surveying/feedback market because enterprises need to understand their customers in order to retain and continue to sell to them. When used correctly, feedback can give management an indication of customer loyalty, market perception, brand strength, customer satisfaction and the overall customer experience. Social media also played an important part in the growth of the industry, although there was more talk than products making their way to the market. It is becoming extremely important to know what customers are saying in the "outside world," and even more vital that companies turn customer feedback to their advantage.

"Social networking is starting to play a part in the growth of this market," said Donna Fluss, president of DMG Consulting. "Leading organizations are asking contact centers to develop channels for true two-way communication with customers. DMG expects social media to have a substantial impact on the market over the next two years."

The 2009 Contact Center Surveying/Feedback and Analytics Market Report provides an in-depth analysis of all aspects of this emerging market including vendors, product functionality, technology, market trends, challenges, market share, adoption rates, benefits, return on investment (ROI), best practices, customer satisfaction and pricing. Surveying/feedback is the best method for enterprises to determine if customers are satisfied with the quality of their products and services.

In the past, the contact center surveying market was dominated by vendors offering a limited amount of surveying application functionality in conjunction with their consulting services. Over the last three years, a number of vendors entered the market with packaged surveying solutions designed for enterprises to use without accompanying consulting services. 2009 also saw vendors enhancing solutions to be broader in scope and better positioned to survey other important constituents -- employees, partners, investors and prospect -- to make survey results more actionable and timely. This report features a detailed review of the seven leading vendors -- Allegiance, Confirmit, inContact, Mindshare, Ransys, RightNow and Verint -- that offer full contact center surveying/feedback and analytics solutions and a high-level review of the emerging solutions.

To learn more about the 2009 Contact Center Surveying/Feedback and Analytics Market Report or to order a copy, go to www.dmgconsult.com, or contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is an independent research, advisory and consulting firm that provides strategic and tactical advice to contact center managers, vendors and the financial community about the contact center and analytics markets. Our mission is to help clients build world-class contact centers by leveraging technology, processes and people. We provide insight and guidance to 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.

DMG Consulting analyzes all aspects of the contact center market and publishes research on Quality Management/Liability Recording (WFO), Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure and Interactive Voice Response Systems. DMG's consulting experience spans more than 2,000 end-user organizations and vendors. Our hands-on operational, technology and financial expertise gives us deep insight into what customers need and want from enterprises and vendors. For more information, visit www.dmgconsult.com.

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