決策矩陣：客服中心分析廠商之選定

決策矩陣：客服中心分析廠商之選定 是由出版商Datamonitor在2009年06月所出版的。 這份英文市場調查報告書包含43 pages 價格從美金3995起跳。

簡介

此報告書除了調查分析關於客服中心分析、勞動力最佳化市場概要以及主要動向之外，同時在各廠商方面，還比較了商品強項、使用者評價、在市場的影響力等，以作為選定廠商時的參考。報告書之內容摘要如下所示。

第1章 概要

• 發展要因
• 摘要

第2章 市場發展

• 市場動向
  • 由於經濟壓力使得企業漸趨重視顧客維持與降低成本
  • 即使經濟環境嚴苛，但預測企業仍會持續對WOT進行投資
  • 企業為了提升效率以及初次解決率而導入客服中心分析
  • 用於勞動力最佳化的音訊分析之比重增加
  • 市場整合改變了競爭狀況

第3章 客服中心分析之決策矩陣

• 市場領導者：NICE、Verint
• 挑戰企業：Aspect、Merced Systems、VPI
• 潛在企業：Envision、Genesys、Teleopti

第4章 市場領導者

• 市場領導者：技術評價
• 市場領導者：終端使用者的意見
• 市場領導者：對市場的影響力

第5章 廠商分析

• Aspect：CCA信函
  • 建議：檢討
• Envision：CCA信函
  • 建議：調查
• Genesys：CCA信函
  • 建議：調查
• Merced Systems：CCA信函
  • 建議：檢討
• NICE：CCA信函
  • 建議：最終候補
• Teleopti：CCA信函
  • 建議：調查
• Verint：CCA信函
  • 建議：最終候補
• VPI：CCA信函
  • 建議：檢討

第6章 結論

• 客服中心應導入符合事業需求的客服中心分析解決方案之套裝軟體

附錄

目錄

Abstract

Introduction

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 of this research

• 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.

Research and analysis 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.

Key reasons to purchase this research

• 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.

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

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