PLEASANTON, Calif. - May 26, 2010 - Ventana Research today released its 2010 Value Index for Agent Performance Management, the latest in a new category of quantified, research-based Indexes. This new Value Index provides metrics that will enable organizations to ascertain the value to them of applications and tools for addressing agent performance management. Using the Value Index, businesses will be able to evaluate vendors and their products and make choices based on an understanding of how well the offerings satisfy their needs.
The Value Indexes are the result of more than two decades of experience and knowledge of the market and of in-depth analyses of technology suppliers' products. This Value Index examines products for agent performance management, which is the practice of managing the efficiency and effectiveness of agents' activities and the processes that operate across a call center or multichannel contact center. The methodology used to produce the Value Index for Agent Performance Management involves evaluating in detail aspects of product functionality and suitability-to-task as well as the effectiveness of vendor support for the buying process and customer assurance. The Index reflects the value offered by a vendor and its products, presented both as a clear and accessible graphic representation in thermometer form and as a precise index percentage. The technology vendors earning the highest Hot and Warm Vendor classifications are those that Ventana Research certifies best represent buyer value based on a thorough evaluation and audit - that is, based on research and verifiable facts. The Value Index is not just a selection of "cool" products, and rather than merely representing a vendor on a four-quadrant chart, the Index provides a specific thermometer reading with a series of component metrics for a technology buyer to consider. Organizations can use the Value Index by first determining their priorities and then consulting the Index to determine which vendors best meet those needs.
In the 2010 Value Index for Agent Performance Management, the company delivering the highest value on an overall weighted-evaluation basis is NICE Systems, which earned the Hot Vendor rating. It is followed by VPI, Aspect and Envision, which were also rated as Hot Vendors, as well as OnviSource, InContact, Verint, Merced, KnoahSoft, Enkata, LiveOps and Genesys earned the Warm Vendor rating, and InVision, which the Value Index analysis placed in the Cold Vendor category. Other vendors such as Altitude, Altivon, ASC Telecom, Autonomy, Calabrio, Five9, GMT, Interactive Intelligence, Noble Systems and Pipkins were not included in the analysis based on non-response to the invitation and lack of depth on company, products and customer deployments.
"The market for agent performance management focuses on a critical set of processes and systems that help organizations manage agent activities to a set of goals and objectives," said Richard Snow, global research director and vice president of Ventana Research. "It's all about ensuring a great customer experience. The lack of focused analysis of vendors and products has resulted in call center organizations acquiring technology that is not well suited to meet their short- and long-term needs. This new Value Index on Agent Performance Management is the kind of research that is necessary to enable organizations to accurately assess their environment and vendors' products. The research-based assessments in this Index will help organizations advance beyond the typical environment of custom and legacy applications, spreadsheets and reports, an environment that does not address their specific needs.
"We applaud all the participating vendors for the confidence they showed in their company and products in being willing to subject them to our scrutiny, enabling us to provide the first true assessment of this critical market segment," Snow added. "Many of the product reviews offered by other analyst firms do not focus on agent performance and the management of operational activities but instead look just at workforce scheduling. As a result, their evaluations lack the breadth needed by these organizations. This isn't surprising, as they typically are holding onto a 1990s view of what is needed to manage centralized call centers."
This new research-based undertaking is fully independent. It is neither sponsored nor influenced by technology vendors and is conducted in pursuit of Ventana Research's mission to provide value to business and IT through benchmark assessment, workshops and advisory services. Ventana Research's goal is to guide organizations to optimal efficiency in their use of technology investments for business and IT. To learn more about the Value Index for Agent Performance Management, please visithttp://www.ventanaresearch.com/valueindex.
About Ventana Research
Ventana Research is the leading benchmark research and business technology advisory services firm. We provide insight and expert guidance on trends and mainstream and disruptive technologies. Our unparalleled insights and best practices guidance are based on our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions worldwide. The combination we offer of benchmark research, market coverage and in-depth knowledge of hundreds of technology providers means we can deliver business and technology education and expertise to our clients where and when needed to reduce the time requirements, cost and risk of technology investments. The Ventana Research Indexes - the Value Index and the Benchmark Index family - have redefined the research industry by providing accessible, easy-to-use research-based business and technology guidance to businesses. Ventana Research provides the most comprehensive analyst and research coverage in the industry; the many business and IT professionals worldwide who are members of our community benefit from Ventana Research's insights, as do highly regarded media and association partners around the globe. Our views and analyses are distributed daily through blogs and social media channels including Twitter, Facebook, LinkedIn, and Business Week's Business Exchange. Ventana Research was ranked the #1 analyst firm you can trust in enterprise software for 2009 for its relevance to the industry. To learn how Ventana Research advances the maturity of organizations use of information and technology through benchmark research, education and advisory services, or for more information about our monthly subscription-based service called Ventana On-Demand, visit www.ventanaresearch.com.
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