Welcome To Saddletree Research

Saddletree Research provides market research and intelligence to the contact center and customer care industries.  With equal emphasis on supply and demand side market data, Saddletree Research offers a unique perspective based on over 20 years of contact center market experience.


With a sharp focus on emerging and/or high-growth potential market segments, Saddletree Research provides insightful research and advisory services to both buyers and vendors of contact center technology solutions.  While the broader contact center market is covered in our research, special emphasis is given to:


• Customer Engagement Optimization

o Voice of the Customer (VoC)
o Adaptive Self-Service
o Mobile Engagement
o Interactive Chatbots


• Contact Center Cloud Migration


• Contact Center Analytics

o Omni-Channel Analytics


• Artificial Intelligence (AI) and Machine Learning


• Employee Engagement

o Voice of the Employee (VoE)
o Virtual Assistants
o Employee Self-Service
o Agent Desktop Tools
o Robotic Process Automation
o Gamification
o Employee Communities and Chats


• Workforce Optimization (WFO) Solutions

o Workforce Management
o Quality Monitoring
o Performance Management
o E-Learning


Demand side data is derived from end-user surveys that are conducted on a regular basis with members and subscribers of the National Association of Call Centers (NACC) at The University of Southern Mississippi.


Saddletree Research prides itself on providing equal levels of service to all clients regardless of their size or industry stature.  Saddletree Research has historically focused on the new and emerging companies and products, including the start-ups that are typically overlooked by the larger analyst firms until they become mainstream entities.  Saddletree Research strives to stay on the leading edge of the contact center industry.

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Our Affiliation: NACC

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Our Affiliation: Veterans2Work

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Our Affiliation: Contact Center Pipeline

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