Performance Optimization Technologies will fuel next wave of Contact Center growth
Wednesday, June 11, 2003
Performance Optimization Technologies will fuel next wave of Contact Center
growth
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According to a new report from analyst firm, Saddletree Research,
performance optimization technologies will be a key driver of profitability and
growth in the contact center industry over the next five years. As a result,
says the report, it represents the most significant technology growth
opportunity since the failure of the dotcom boom and the implosion of the
worldwide telecommunications markets.
Paul Stockyard, founder and Chief
Analyst at Saddletree Research, says the long-term strength of employee
optimization lies in its pragmatism:
“Rather than add yet another new
technology to contact center operations, performance optimization software takes
the technologies and human resources already in place and makes them perform at
optimal levels.”
Saddletree estimates that the US market for
performance optimization technologies will experience a compound annual growth
rate (CAGR) of 60.8% over the next five years, taking the value of the market to
US$228 million by 2007.
ACathal McGloin, President and CEO of Performix
Technologies - named by Saddletree as the performance optimization
market’s pioneer and de-facto leader - expects to see that growth mirrored in
Europe, with a market value of $70 million by 2007.
“Performance
optimization succeeds by driving change. The business intelligence and analytics
technologies of the past told companies how their call centers were performing
but not what to do about it. Performance optimization goes a step further by
linking information to individual and business wide performance objectives, then
using it to fuel employee appraisals, incentivizations and personal development
programs. If, facing a harsh economic climate and low-cost competition from
offshore, the challenge for today’s contact centers is to reduce cost while
improving service to the customer, then performance management technologies will
continue thrive.”
"Saddletree Research
Saddletree
Research, Inc. was founded in 1999 by veteran telecommunications industry
analyst Paul Stockford to provide leading-edge industry information to vendors
involved in emerging contact center and communications convergence markets.
Based in Scottsdale, Arizona, Saddletree Research provides
communications industry research, including analysis of market trends, issues,
technologies, and companies in the call center, multi-channel contact center,
Customer Relationship Management (CRM), communications convergence and emerging
communications markets.
Performix Technologies
Performix
Technologies is a leading provider of performance management software that
increases profitability through improved employee performance. The company is
headquartered in Burlington, Massachusetts, USA and was founded in Dublin,
Ireland in 1998. Performix Technologies has operations throughout the UK,
Ireland and North America.
"The company’s flagship solution, Emvolve
Performance Manager, works by integrating statistical information on actual
employee performance and applies proven performance management techniques to the
data to drive increases in productivity and business performance.
Performix Technologies clients include The Cooperative Bank ,
Intelligent Finance, Scottish Power. Cable & Wireless, AT&T. AOL, O2,
Microsoft and Chase.
For more information on Performix Technologies, and
its flagship product, Emvolve Performance Manager, please visit
www.performixtechnologies.com.
