Contact Center Research Market Bucks Downturn

The market for contact center feedback and surveys is predicted to grow by 6% in 2009, 5% in 2010, and 8% in 2011, according to a study conducted by market research and consulting services firm DMG Consulting. The estimates are based on performance in 2008 and activity to date in 2009.

The report, 2009 Contact Center Surveying/Feedback and Analytics Market Share, says the current recession has spurred growth in the market, as organizations strive to understand their customers in order to retain them.

DMG says that social media has also played an 'important part' in the growth of the industry, as the need to find out what customers are saying has become more pressing.

'Social networking is starting to play a part in the growth of this market,' says President Donna Fluss. 'Organizations are asking contact centers to develop channels for true two-way communication with customers, and DMG expects social media to have a substantial impact on the market over the next two years.'

Fluss explained that over the last three years, a number of vendors have entered the market with packaged surveying solutions designed for organizations to use without accompanying consulting services. This year, DMG notes, vendors have introduced broader solutions to better position their surveys among constituents such as employees, partners, investors and prospects.

The 2009 report features a detailed review of the seven leading vendors - Allegiance, Confirmit, inContact, Mindshare, Ransys, RightNow and Verint - that offer full contact center surveying/feedback and analytics solutions.

Web site: www.dmgconsult.com .