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Contact Center Feedback/Analytics Market Grew by over 20 percent: DMG Consulting

September 22, 2008
A strong need by contact centers and their enterprises for actionable customer feedback and insight led to a record 21.3 percent demand growth for surveying/feedback and analytics solutions between 2007 and 2008 according to a new report by DMG Consulting.
 
The firm, which provides contact center and real-time analytics research, market analysis, business strategy, operations, and technology consulting service, forecasts a strong 20 percent growth for these solutions in 2008.
 
The 2008 Contact Center Surveying/Feedback and Analytics Market Report provides an in-depth analysis of product functionality and technology, industry trends and directions, best practices, benefits, ROI, market share, market penetration rates, the competitive landscape, a vendor customer satisfaction analysis, pricing, and company reports.
 
The contact center surveying/feedback market is undergoing a major transformation, DMG Consulting president Donna Fluss points out. During the past 18 months, significant innovation has channeled the evolution of surveying tools into enterprise feedback management solutions.
 
Enterprises are beginning to acknowledge the importance of building a two-way dialogue with their customers, she states. New forms of communications and social networking applications have altered the business landscape. Enterprises that do not respond to their customers on a timely basis are finding themselves the object of damaging web discussions and, even worse, negative news headlines.
 
“Organizations have a significant opportunity to improve their operations and increase profitability based on their customers’ feedback,” says Fluss. “Improving customer service and retaining customers should be a key goal for organizations during tough economic times. Contact center survey/feedback solutions, which provide great insights into the voice of the customer, can help to achieve this goal.”
 
INTERNET TELEPHONY Conference & EXPO West 2008 — the biggest and most comprehensive IP communications event of the year — concluded September 18 in Los Angeles, California. Thousands of attendees flocked to the event for three valuable days of exhibits, conferences and networking opportunities. Mark your calendar now for ITEXPO East 2009, February 2-4, 2009, in sunny Miami, Florida.

Brendan B. Read is TMCnet�s Senior Contributing Editor. To read more of Brendan�s articles, please visit his columnist page.

Edited by Tim Gray
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