TEL: 044-952-0102


2013-2014 Desktop Analytics Product and Market Report

発行 DMG Consulting LLC 商品コード 247399
出版日 ページ情報 英文
納期: 即日から翌営業日
Back to Top
デスクトップ分析の製品および市場 2013-2014 Desktop Analytics Product and Market Report
出版日: 2013年12月04日 ページ情報: 英文





第1章 エグゼクティブサマリー

第2章 イントロダクション

第3章 調査手法

第4章 サービスデリバリーモデル

  • サービスデリバリーの定義
  • デスクトップ分析向けサービスデリバリーの選択肢

第5章 デスクトップ分析とは

  • デスクトップ分析ベンダーの定義
  • デスクトップ分析 vs スクリーンキャプチャ

第6章 デスクトップ分析ソリューションの5大機能

  • アクティビティ追跡
  • システムパフォーマンスモニタリング
  • プロセスオートメーション・解析
  • ワークフロー
  • 従業員ガイダンス

第7章 デスクトップ分析に取りかかる

第8章 コンタクトセンターを超えて:バックオフィスにおけるデスクトップ分析

  • バックオフィスワークフォース最適化スイートとは?
  • バックオフィスWFOスイートの主要コンポーネント
  • 作業配分・管理
  • 主なバックオフィス事業の課題

第9章 市場動向・課題

  • 動向
  • 課題

第10章 デスクトップ分析の利用

  • コンタクトセンターのデスクトップ分析利用
  • バックオフィスのデスクトップ分析利用
  • 産業別のデスクトップ分析利用

第11章 デスクトップ分析のメリット・ROI

  • ベンダーのメリット
  • ベンダーのROI

第12章 製品革新

  • 新機能
  • 計画された革新

第13章 市場活動・市場シェア分析

  • 市場活動数の認証
  • 市場活動分析
  • 市場シェア分析

第14章 デスクトップ分析市場の予測

第15章 デスクトップ分析の導入率

第16章 デスクトップ分析の競合環境

  • デスクトップ分析ベンダーの分類
  • DAベンダーの概要

第17章 デスクトップ分析ベンダー・製品

  • 企業概要
  • ベンダー戦略
  • ベンダー製品概要
  • 製品分析
  • 高機能サマリー
  • パッケージドサービス

第18章 リアルタイム機能

  • リアルタイムレポーティング
  • リアルタイムアラート
  • リアルタイムガイダンス/次のベストアクション

第19章 詳細な技術分析

  • 技術機能
  • 統合
  • セキュリティ
  • システムアドミニストレーション
  • ダッシュボード、レポーティングおよび分析

第20章 実行分析

  • ベストプラクティスの実行
  • トレーニング、ドキュメンテーションおよび専門サービス

第21章 デスクトップ分析ベンダーの満足度分析

  • 調査結果・分析のサマリー
  • 詳細な調査結果・分析
  • 顧客に関する考察

第22章 価格設定

  • ライセンスモデル(250シート導入)
  • クラウド型/ホステッドサービス(250シート導入)
  • マネージドサービス(250シート導入)

第23章 企業レポート

  • Calabrio
  • Cicero
  • NICE
  • OpenSpan
  • Uptivity (前CallCopy)
  • Verint Systems Inc.
  • Voice Print International




This is DMG Consulting's second market report on desktop analytics. The Report is designed to help companies understand this fairly new IT sector, and identify and select the right desktop analytics solution to meet their needs. The 2013 - 2014 edition of the Desktop Analytics Market Report offers insights into leading and emerging vendors, products, functionality and opportunities. This 219-page comprehensive guide explains all aspects of the market, discusses trends and challenges, provides market share data, pricing, benefits, return on investment (ROI) and implementation best practices.

Desktop analytics (DA) solutions have the potential to drastically improve the quality and reduce the cost of handling interactions in front and back-office operating environments by providing visibility into everything employees do at their desktops. Although relatively new and still facing the hurdle of not being fully understood, DA is gaining traction by empowering business managers to alter the processing and workflow capabilities of their systems (customer relationship management (CRM), help desk, field service, credit card, mortgage, insurance, and more) without requiring IT to change the underlying code.

DA solutions include five capabilities:

  • Tracking employee activity and performing process analytics
  • Capturing, measuring and tracking system performance
  • Offering guidance and next-best-action recommendations to employees
  • Providing process automation to create new servicing screens
  • Providing workflow

The 2013-2014 Desktop Analytics Market Report explores the uses and benefits of DA solutions, and explains how organizations should use them to improve operations. DA yields positive results in the following areas, when it is utilized properly:

Productivity: Reporting on and analyzing data captured by DA solutions helps organizations gain insight into what their best performers (and others) are doing in each interaction. DA can also be used to automate data propagation (copy and paste) between screens/systems to reduce errors and handling time, and to recognize poor system performance that may impede agent efficiency. This synergy can produce substantial productivity improvements and cost savings while improving quality. DMG cautions readers that this level of integrated activity is not yet fully occurring with today's solutions, but in the future, this combination will truly transform operating groups.

Compliance: DA solutions can help organizations identify and monitor potential compliance issues in real or near-real time. This represents tremendous value, as government and industry compliance requirements have become more stringent. Real-time guidance features, workflow automation and audit trails support compliance initiatives for both monetary and non-monetary transactions.

The Customer Journey: Improving the customer journey is the next frontier for companies. DA is going to play a role in these initiatives by helping companies capture and understand many aspects of the customer experience.

As of the end of July 2013, DMG Consulting estimates that there were 993 customers using desktop analytics solutions to improve the performance of a contact center (front-office) or back-office operating area.

While the overall trend is positive, the DA market still has its challenges. Vendors need to educate the market on all of the various uses and benefits DA has to offer. The competitive landscape is changing quickly, as is characteristic of a new IT segment, with vendors consolidating, acquiring functionality, introducing new capabilities, and evolving sales strategies, which can make it difficult for prospects to fully understand their options. In addition, because it is a complex solution, a DA implementation often requires extensive professional services, which makes some companies' hesitate to adopt it.

DMG expects to see DA functionality integrated with and offered as part of larger enterprise application suites such as CRM, enterprise resource planning (ERP) and workforce optimization (WFO) in the next five years, as well as to continue to be sold on a stand-alone basis. The DA sector is expected to grow by 20%, 25%, 25%, 30% and 30% in each year between 2013 and 2017, respectively. Once it becomes available in the cloud and easier to implement, the growth rate for DA may increase even faster.

To help users make the best decision for their organization, DMG Consulting conducted a thorough independent customer satisfaction survey for the leading desktop analytics vendors: Cicero, NICE, OpenSpan and Verint. DMG asked customers of each vendor to complete an online survey related to company background, product satisfaction, vendor satisfaction, and their experience with the vendor's DA solution. The 2013-2014 Desktop Analytics Market Report breaks down survey responses by vendor and category, and offers detailed qualitative findings from customers' open-ended responses to the study.

The 2013-2014 Desktop Analytics Market Report is the most complete guide to the DA market. The Report provides in-depth analysis of this emerging technology, which is steadily gaining momentum due to its significant benefits for contact centers and back-office operations. The Report closely analyzes the four leading desktop analytics vendors - Cicero, NICE, OpenSpan and Verint - and provides a high-level evaluation of three other vendors with emerging solutions - Calabrio, Uptivity and VPI.

Key Reasons to Buy This Report

  • Critique of the desktop analytics market, including the competitive landscape, detailed company reports, and product assessments for the seven leading and contending DA vendors
  • Analysis of market share and activity, including customer deployments and seats by vendor, along with adoption rates and growth projections through 2017
  • In-depth analysis of market, vendor, product and enterprise trends and challenges
  • A look at the top uses and best practices for contact center and back-office DA
  • Detailed pricing analysis, covering premise-based and cloud/hosted DA offerings
  • Assessment of the benefits and ROI realized by enterprises that have adopted DA
  • Customer satisfaction analysis for the leading DA solutions, including detailed customer comments about products, uses and benefits of DA solutions
  • Detailed company reports and side-by-side analysis of the functional and technical capabilities of the four leading desktop analytics solutions
  • A comprehensive Desktop Analytics Vendor Directory

Report Highlights:

  • DA can make an enormous positive impact when used properly: Interest in DA is growing as companies learn how it can help their businesses by tracking employee desktop usage and analyzing processes without disturbing the underlying code of the systems it addresses.
  • The benefits of DA are substantial, quantifiable and can save users time, money and customers: DA can help companies increase productivity by analyzing data on their best (and worst) performers, lowering handle times, and pointing out where systems and business processes may be holding employees back. Users can also automatically monitor potential compliance issues, improving adherence to strict regulatory requirements. Perhaps most importantly, DA can help users analyze and enhance the customer experience by recreating many aspects of the journey based on desktop events.
  • The DA market is growing as a result of both front- and back-office implementations: As of the end of July 2013, DMG Consulting estimates there were 993 front and back-office customers using DA, an increase of 103.9% since 2010.
  • Challenges remain for DA: It's the vendors' responsibility to continue to educate the market on the uses and benefits of DA in the contact center and the back office, all while the solutions are evolving and the competitive landscape is changing. The need for extensive professional services to properly implement and utilize DA, as well as the fact that DA in the cloud is still in development, are also holding back the sector from reaching its full potential. However, these obstacles are not insurmountable and can be tackled in the next several years by enterprising vendors.
  • Continued growth is on the horizon: The DA sector is expected to grow by 20%, 25%, 25%, 30% and 30% in each year between 2013 and 2017, respectively. These numbers may be conservative if DA really catches on in the back office, which employs three times more people than the contact center sector.


Desktop Analytics Defined

Source: DMG Consulting LLC, November 2013.

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Service Delivery Models

  • 4.1. DMG Consulting Service Delivery Definitions
  • 4.2. Service Delivery Options for Desktop Analytics

5. What is Desktop Analytics?

  • 5.1. Vendor Definitions of Desktop Analytics
  • 5.2. Desktop Analytics vs. Screen Capture

6. The Five Major Functional Capabilities of Desktop Analytics Solutions

  • 6.1. Activity Tracking
  • 6.2. System Performance Monitoring
  • 6.3. Process Automation and Analysis
  • 6.4. Workflow
  • 6.5. Employee Guidance

7. Getting Started With Desktop Analytics

8. Beyond The Contact Center - Desktop Analytics in the Back Office

  • 8.1. What Are Back-Office Workforce Optimization Suites?
  • 8.2. Primary Components of Back-Office WFO Suites
  • 8.3. Work Allocation and Management
  • 8.4. Top Back-Office Operating Challenges

9. Market Trends and Challenges

  • 9.1. Trends
  • 9.2. Challenges

10. Desktop Analytics Uses

  • 10.1. Contact Center Uses of Desktop Analytics
  • 10.2. Back-Office Uses of Desktop Analytics
  • 10.3. Vertical Uses for Desktop Analytics

11. Desktop Analytics Benefits and ROI

  • 11.1. Vendor Benefits
  • 11.2. Vendor ROI

12. Product Innovation

  • 12.1. New Features
  • 12.2. Planned Innovation

13. Market Activity and Market Share Analysis

  • 13.1. Validating Market Activity Numbers
  • 13.2. Market Activity Analysis
  • 13.3. Market Share Analysis

14. Desktop Analytics Projections

15. Adoption of Desktop Analytics

16. Desktop Analytics Competitive Landscape

  • 16.1. Desktop Analytics Vendor Categories
  • 16.2. DA Vendor Overview

17. Desktop Analytics Vendors and Products

  • 17.1. Company Snapshot
  • 17.2. Vendor Strategies
  • 17.3. Vendor Product Overview
  • 17.4. Product Analysis
  • 17.5. High-Level Functional Summary
  • 17.6. Packaged Offerings

18. Real-Time Capabilities

  • 18.1. Real-Time Reporting
  • 18.2. Real-Time Alerts
  • 18.3. Real-Time Guidance/Next-Best Action

19. Detailed Technical Analysis

  • 19.1. Technical Capabilities
  • 19.2. Integration
  • 19.3. Security
  • 19.4. System Administration
  • 19.5. Dashboards, Reporting and Analysis

20. Implementation Analysis

  • 20.1. Implementation Best Practices
  • 20.2. Training, Documentation, and Professional Services

21. Desktop Analytics Vendor Satisfaction Analysis

  • 21.1. Summary of Survey Findings and Analysis
  • 21.2. Detailed Survey Findings and Analysis
  • 21.3. Customer Insights

22. Pricing

  • 22.1. Licensed Model (250-seat implementation)
  • 22.2. Cloud-Based/Hosted Service (250-seat implementation)
  • 22.3. Managed Service (250-seat implementation)

23. Company Reports

  • 23.1. Calabrio
  • 23.2. Cicero
  • 23.3. NICE
  • 23.4. OpenSpan
  • 23.5. Uptivity (formerly CallCopy)
  • 23.6. Verint Systems Inc.
  • 23.7. Voice Print International (VPI)

Appendix: Desktop Analytics Vendor Directory

Table of Figures

  • Figure 1: Service Delivery Models
  • Figure 2: Service Delivery Options
  • Figure 3: Desktop Analytics Defined
  • Figure 4: Vendor Definitions of Desktop Analytics
  • Figure 5: Screen Capture vs. Desktop Analytics
  • Figure 6: Employee Activity Tracking
  • Figure 7: System Performance Analytics
  • Figure 8: Process Automation
  • Figure 9: Workflow
  • Figure 10: Employee Guidance Figure 11: Back-Office Workforce Optimization Suites
  • Figure 12: Work Allocation and Management System
  • Figure 13: The Dos and Don'ts of Back-Office Work Allocation and Management
  • Figure 14: 2014 Desktop Analytics Trends
  • Figure 15: 2014 Desktop Analytics Challenges
  • Figure 16: Top Desktop Analytics Uses
  • Figure 17: Contact Center Uses of Desktop Analytics
  • Figure 18: Back-Office Uses of Desktop Analytics
  • Figure 19: Potential Vertical Uses for Desktop Analytics
  • Figure 20: Desktop Analytics Benefits
  • Figure 21: Vendor Desktop Analytics Benefits
  • Figure 22: Desktop Analytics Return on Investment (ROI)
  • Figure 23: New Product Features
  • Figure 24: Planned Enhancements
  • Figure 25: Total Desktop Analytics Market Activity by Vendor, as of July 31, 2013
  • Figure 26: DA Market Activity as of July 2013, 2013 vs. 2010 Comparison
  • Figure 27. Desktop Analytics Market Share by Seat Count, as of July 31, 2013
  • Figure 28: Desktop Analytics Market Share by Seat Count, as of July 31, 2013
  • Figure 29: Desktop Analytics Revenue Projections, 2013 - 2017
  • Figure 30: Desktop Analytics Competitive Landscape
  • Figure 31: Company Information
  • Figure 32: Vendor Strategy
  • Figure 33: Product Information
  • Figure 34: High-Level Product Analysis
  • Figure 35: Desktop Analytics High-Level Functional Summary
  • Figure 36: Packaged Offerings
  • Figure 37: Real-Time Reporting
  • Figure 38: Real-Time Guidance Capabilities
  • Figure 39: Technical Capabilities
  • Figure 40: Desktop Analytics Integration Capabilities
  • Figure 41: Desktop Analytics Security Features
  • Figure 42: Vendor System Administration Analysis
  • Figure 43: Dashboards, Reporting and Analytical Capabilities
  • Figure 44: Vendor Implementation Analysis
  • Figure 45: Implementation Best Practices
  • Figure 46: Training, Documentation and Professional Services
  • Figure 47: Customer Survey Satisfaction Rating Categories
  • Figure 48: Average Satisfaction Ratings by Category
  • Figure 49: Product Satisfaction Ratings by Category
  • Figure 50: Ease of System Set-Up and Configuration Satisfaction Ratings, by Customer
  • Figure 51: Ease of Integration with Desktop Applications Satisfaction Ratings, by Customer
  • Figure 52: System Flexibility Satisfaction Ratings, by Customer
  • Figure 53: Product Feature Set Satisfaction Ratings, by Customer
  • Figure 54: Design Environment Satisfaction Ratings, by Customer
  • Figure 55: Ability to Monitor, Track and Measure All Desktop Activity Satisfaction Ratings, by Customer
  • Figure 56: Ability to Deliver Real-Time Agent Guidance or Coaching Based on Desktop Activity Satisfaction Ratings, by Customer
  • Figure 57: Ability to Capture Details About Multi-Step Business Processes that Span Several Software Applications or Departments Satisfaction Ratings, by Customer
  • Figure 58: Ability to Monitor and Report on System Performance Across All Applications Satisfaction Ratings, by Customer
  • Figure 59: Process Automation Capabilities Satisfaction Ratings, by Customer
  • Figure 60: Workflow Capabilities Satisfaction Ratings, by Customer
  • Figure 61: Ability to Identify the Reasons Why People Contact the Organization Satisfaction Ratings, by Customer
  • Figure 62: Ease of Ongoing Use and Maintenance Satisfaction Ratings, by Customer
  • Figure 63: Ability to Create and Modify Business Rules Satisfaction Ratings, by Customer
  • Figure 64: Alerting Satisfaction Ratings, by Customer
  • Figure 65: Real-Time Reporting Satisfaction Ratings, by Customer
  • Figure 66: Historical Reporting Satisfaction Ratings, by Customer
  • Figure 67: Product Effectiveness Ratings by Category
  • Figure 68: Product Ability to Improve Productivity Ratings, by Customer
  • Figure 69: Product Ability to Reduce Average Handle-Time Ratings, by Customer
  • Figure 70: Product Ability to Improve Business Process Efficiency Ratings, by Customer
  • Figure 71: Product Ability to Reduce Cost Ratings, by Customer
  • Figure 72: Product Ability to Automate Manual/Repetitive Tasks Ratings, by Customer
  • Figure 73: Product Ability to Improve Quality Ratings, by Customer
  • Figure 74: Product Ability to Improve the Customer Experience Ratings, by Customer
  • Figure 75: Product Ability to Improve Agent/Employee Performance Ratings, by Customer
  • Figure 76: Product Ability to Improve Agent Satisfaction Ratings, by Customer
  • Figure 77: Product Ability to Increase Sales/Revenue Ratings, by Customer
  • Figure 78: Implementation Satisfaction Ratings, by Customer
  • Figure 79: Training Satisfaction Ratings, by Customer
  • Figure 80: Desktop Analytics Workshops Satisfaction Ratings, by Customer
  • Figure 81: Service and Maintenance Satisfaction Ratings, by Customer
  • Figure 82: Professional Services Satisfaction Ratings, by Customer
  • Figure 83: Innovation Satisfaction Ratings, by Customer
  • Figure 84: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 85: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 86: Pricing Satisfaction Ratings, by Customer
  • Figure 87: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 88: What were the top 3 to 5 primary drivers in your decision to purchase a desktop analytics solution?
  • Figure 89: What are the top 3 to 5 benefits that you derive from using desktop analytics?
  • Figure 90: What are the top 3 to 5 ways that you are using desktop analytics?
  • Figure 91: What business units are using desktop analytics information?
  • Figure 92: What type of product enhancements would you like to see?
  • Figure 93: What does your desktop analytics vendor do well?
  • Figure 94: What would you like your desktop analytics vendor to do better?
  • Figure 95: What is the most significant “discovery” you have made from using desktop analytics?
  • Figure 96: Please provide any additional comments about your experience
  • Figure 97: Desktop Analytics Price Ranges - 250-seat Implementation, Licensed Model
  • Figure 98: Desktop Analytics Costs - Licensed Model, 250-Seat Implementation
  • Figure 99: Pricing: Cloud-Based/Hosted Service, 250-Seat Implementation
Back to Top