analytics

Is now the time for contact center spending?

Donna Fluss is bullish on the future of contact center analytics applications.

I spoke with the president of DMG Consulting last week about her recent report, which identifies two new markets in contact center technology — customer experience analytics (CEA) and desktop analytics (DA). Fluss predicts the number of CEA implementations to approach 1,000 by the end of 2011. She expects the number of DA seats to exceed 1.5 million during the same period, that’s growth of 100% in 2009, 50% in 2010 and another 50% in 2011.

Now one might question the relevance of a consulting firm defining a market segment and then predicting Continued »