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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

CRMXchange

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.

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