DMG Consulting has created this ClickFox company report as part of their broader "Contact Center Analytics" report, which is a comprehensive guide to the world of contact center analytics and covers the two newest market entrants, customer experience analytics (CEA) and desktop analytics (DA). The full report (available here) is designed to help contact center and IT decision makers identify, assess and select the right analytical applications for their contact centers. It also “debunks” some of the claims about these emerging technology sectors by providing an in-depth analysis of what they are and are not capable of doing. There is confusion in the market about the purpose and benefits of CEA and DA and how they are different from other analytical solutions. This lack of clarity and purpose is typical in emerging technology sectors. To address these challenges, this new report begins by establishing a framework for contact center analytics. It separates contact center analytical solutions into internal and externally-oriented applications and shows where CEA and DA and many other contact center solutions fit into this high-level framework. It then provides a detailed description of CEA and DA application objectives and functionality, followed by an explanation of their benefits and value to customers, contact centers and the enterprise, and a detailed list of current and planned use cases. Download the DMG Consulting ClickFox company report today! |