Contact Centre Gamification Product and Market Report 2014/15

This report covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. Coverage is initiated early to help end-user organizations understand emerging solutions and provide information that aids proper solution identification and acquisition.

The 2014 – 2015 Gamification Product and Market Report is the only in-depth analysis of the gamification market. This timely and thorough guide analyzes six vendors that provide gamification solutions to contact centers, although a few of these solutions are designed for broader use.

The five vendors covered in detail are: Badgeville, Bunchball, ClearView, PlayVox and Snowfly. nGUVU, with a solution expected to be released in January 2015, is covered at a higher level.

Gamification has the potential to take employee and customer loyalty to a whole new level: The concept of earning points and status with customer-facing brands has existed for quite some time. For the first time, vendors are offering packaged gaming solutions that provide a framework, development environment and tools that allow companies to truly differentiate themselves to both their own employees and their customers.

Gamification solutions empower employees and reduce churn: Rooted in behavioral science, gaming tools promote collaboration and friendly competition among workers through creative challenges and quests. These applications empower employees with tools to improve performance, enhance the customer experience they deliver, gain recognition and better meet KPIs – all of which leads to higher job satisfaction, reduced operating costs and an improved bottom line.

Customers love a good challenge: Gaming is rampant. Companies are leveraging this gaming addiction to drive increased engagement and brand loyalty through contests and rewards. Although gamification is still in its early stage, all signs indicate user companies are experiencing the desired outcomes these solutions purport to provide.

This market is new and will grow quickly: Gamification solutions are in their infancy, and interest is mainly being seen in the US. It is expected interest to grow around the globe, and for WFO suite providers and many other vendor categories to incorporate this helpful and practical functionality into their solutions as demand increases.

Key Topics Covered:

1. Executive Summary
2. Introduction
3. Consulting Research Methodology
4. What is Gamification?
5. Gamification in the Contact Center Ecosystem
6. Gamification Service Delivery Models
7. Gamification Trends and Challenges
8. Gamification Market Innovation
9. Millennials, Social Media and the New Rules of Customer engagement
10. What Gamification Does and Does Not Accomplish
11. Gamification Market Activity
12. Gamification Competitive Landscape
13. Gamification Vendors and Solutions
14. Gamification Detailed Functional Analysis
15. Gamification Uses, Benefits and Return on Investment (ROI)
16. Implementation Analysis
17. Pricing
18. Company Reports – Badgeville, Bunchball, ClearView, nGUVU,  PlayVox & Snowfly

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