DMG Consulting's inaugural 2007 Contact Center Performance Management Market Report makes the case that performance management applications have captured the attention of contact center, IT and finance managers because of their tremendous value and rapid ROI.

The DMG experts project that the sector (dubbed the CCPM market) will grow by 27.5% this year, and 25% in 2008. We at Call Center Mag think that performance management is one of those transformational technologies that come along every few years that quickly establish themselves as competitive differentiators for those who use it, forcing a rapid uptake cycle among everyone else. PM benefits from having two distinct qualities: it's both descriptive (telling you what's going on in the company and the center) and it's prescriptive (helping you figure out what to do next).

Maybe that's why its penetration rate is small right now (at about 1%, according to DMG), but with a sharp upward adoption curve (131% a year - with 641 new implementations just in September, 2006).

DMG: "2007 will see significant adoption of contact center performance management, driven by its benefits that extend far beyond the contact center to enterprise senior management, sales and marketing organizations, operations and customers. . . .New and improved offerings from current and emerging vendors in the contact center and enterprise performance management and reporting technology sectors are driving market innovation."

The full 230-page Report that DMG's releasing is one of the sharpest guides to the complex (and largely unexplored) terrain. This is an area that every call center technology company is edging into, some more publicly than others. But it's among the hardest to understand because it crosses so many boundaries and has several mixed technologies as its foundation.

"The Report is written from an end-user perspective and gives contact center and IT managers the most current, detailed and objective analysis of vendors, products, implementation best practices, services and trends in this market," says DMG's Donna Fluss.

The Report includes a performance management customer satisfaction analysis that reflects impressively high ratings for these emerging products and vendors. Despite this high degree of satisfaction, market adoption is low because the purpose, value proposition and benefits of CCPM remain unclear. This is expected to change in 2007, as market leaders increase investments in marketing. To learn more about the 2007 Contact Center Performance Management Market Report or to order your copy, go to www.dmgconsult.com, or contact Deborah Navarra at 516-628-1098.