Dublin, May 26, 2017 (GLOBE NEWSWIRE) -- Research and Markets has announced the addition of the "2017 Contact Center Gamification Product and Market Report" report to their offering.
The 2017 Contact Center Gamification Product and Market Report examines this emerging IT sector: the vendors, their offerings, the functional capabilities of gamification solutions, product prices, best practices, and more.
The Report analyzes market trends and challenges, product innovation and the competitive landscape, and provides 5-year growth projections. It presents information about the uses and benefits of these applications in the contact center, as well as newer applications in the back office and other areas of the enterprise. It provides emerging best practices, so enterprises can derive the greatest return on their gamification investments.
Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. This results in more satisfied employees, reduced attrition, better teamwork, and as a result, a better, and cost-effective customer experience. Enterprises are also seeking customer gamification modules in order to improve loyalty and engagement. The challenge for companies is to choose the right gamification solution for their culture and the function of their organization, and to invest continuously in these solutions to keep the gamification challenges fresh and compelling.
The concept of gamification has caught on in contact centers over the past few years, and vendors in other IT segments are adding gamification practices to their solutions. Vendors of performance management, quality assurance, workforce management and customer relationship management solutions are embedding gamification techniques to improve adoption and utilization of their core capabilities and to address the needs of their customers.
Key Elements of this Report:
- Definition of gamification and the approaches used by the vendors who deliver these capabilities
- Functional building blocks of contact center gamification solutions
- High-level technical analysis, including system administration, security, and integration capabilities
- Service deployment options for gamification solutions
- Market and business trends and challenges that are driving investments and guiding vendor innovation
- Gamification market innovation, including a review of recently introduced functionality and what is planned for the next 12 - 18 months
- Explanation of the current uses and applications of contact center gamification and the resulting benefits
- Discussion of how gamification promotes improved performance through employee engagement, empowerment and community
- Insights into how the gamification of customer activities is reducing customer effort and improving the customer journey while taking customer engagement and brand loyalty to new levels
- A look at the potential uses and benefits of gamification in the back office and across the enterprise
- Gamification market activity analysis and 5-year market growth projections
- Review and assessment of the gamification competitive landscape
- Overview of the 6 leading and contending gamification vendors, including company snapshots, go-to- market strategies and product offerings
- In-depth, side-by- side comparative analysis of the fundamental gamification capabilities in the 5 featured gamification solutions
- Implementation analysis, including vendor methodology, best practices, training and professional services, maintenance and support, and return on investment
- Comprehensive customer satisfaction survey results that measure and rank ratings across 10 vendor categories and 9 product components, plus customer insights on product strengths and enhancement opportunities
- Vendor pricing models for on-premise, cloud-based and managed service gamification solutions
- Detailed company reports for the 6 leading and contending gamification vendors, analyzing their products, functionality and future product development plans
- Gamification Vendor Directory
Key Topics Covered:
1. Executive Summary
2. Introduction
3. Consulting Research Methodology
3.1 Report Participation Criteria
4. Service Delivery Models
4.1 Service Delivery Definitions
4.2 Gamification Vendor Service Delivery Options
5. What is Gamification?
5.1 Definition of Gamification
5.2 Vendor Definitions of Gamification
5.3 Vendor Gamification Approach
5.4 Gamification Application Building Blocks
6.High-Level Technical Summary
6.1 Security
6.2 Administration
6.3 Integration
7. 2017 Gamification Trends and Challenges
7.1 Gamification Trends for 2017
7.2 Gamification Challenges for 2017
8. Gamification Market Innovation
8.1 New Product Features
8.2 Emerging Capabilities
9. Game On! Why Contact Center Gamification is Serious Business
9.1 Uses of Gamification
9.2 Gamification Benefits
10. Level Up! Using Gamification for Agent Engagement, Empowerment and Self-Directed Performance Improvements
11. A League of Their Own: Customers Get in the Game
12. All In! Enterprise Applications for Gamification
13. Gamification Market Projections
14. Gamification Competitive Landscape
15. Gamification Vendors and Solutions
15.1 Company Snapshot
15.2 Vendor Strategy
15.3 Vendor Offerings and Products
16. Gamification Fundamentals
16.1. Game Mechanics
16.2 Rewards and Recognition
16.3 Scorecards, Dashboards, Reporting and Analytics
16.4 Mobility Features
17. Implementation Analysis
17.1 Implementation Process
17.2 Implementation Best Practices
17.3 Training and Professional Services
17.4 Maintenance and Support
18. Return on Investment
19. Gamification Vendor Satisfaction Survey
19.1 Survey Methodology
19.2 Summary of Survey Findings and Analysis
19.3 Detailed Survey Findings and Analysis
19.4 Customer Insights
20. Pricing
20.1 Premise-Based Pricing
20.2 Cloud-Based Pricing
20.3 Managed Service Pricing
21. Company Reports
21.1 Agent Balance
21.2 Clearview
21.3 CRM Gamified
21.4 nGUVU
21.5 NICE
21.6 TouchPoint One, LLC
For more information about this report visit http://www.researchandmarkets.com/research/zcn49m/2017_contact
CONTACT: Research and Markets Laura Wood, Senior Manager press@researchandmarkets.com For E.S.T Office Hours Call 1-917-300-0470 For U.S./CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900 U.S. Fax: 646-607-1907 Fax (outside U.S.): +353-1-481-1716 Related Topics: Call Centres, Gaming
