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2017 Contact Center Gamification Product and Market Report

  • ID: 4245112
  • Report
  • April 2017
  • Region: Global
  • DMG Consulting LLC
It's Expected the Next 3 - 5 Years will be Highly Productive for Gamification Providers, as a Growing Number of Applications and Processes are Being Gamified


  • Agent Balance
  • Clearview
  • CRM Gamified
  • nGUVU
  • NICE
  • TouchPoint One, LLC

Leading Coverage of Emerging Markets

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.

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.

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

Please Note: A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed.

Note: Product cover images may vary from those shown


  • Agent Balance
  • Clearview
  • CRM Gamified
  • nGUVU
  • NICE
  • TouchPoint One, LLC

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

Appendix A: Gamification Vendor Directory

Table of Figures

Figure 1: Service Delivery Models, Advantages and Disadvantages
Figure 2: Service Delivery Model Definitions
Figure 3: Gamification Vendor Service Delivery Options
Figure 4: Vendor Definitions of Gamification
Figure 5: Vendor Gamification Approach
Figure 6: Gamification Functional Building Blocks
Figure 7: High-Level Technical Summary
Figure 8: Security
Figure 9: Administration
Figure 10: Integration Capabilities
Figure 11: 2017 Gamification Trends
Figure 12: 2017 Gamification Challenges
Figure 13: New Product Features
Figure 14: New Product Features, by Category
Figure 15: Future Enhancements
Figure 16: 2017 Enterprise Servicing Goals
Figure 17: Top 10 Ways Gamification is Being Used to Motivate/Reward Employees and Customers
Figure 18: Top 5 Quantifiable Benefits for a Gamification Solution
Figure 19: Benefits of Engaged Agents
Figure 20: Gamification Features to Promote Agent Engagement
Figure 21: Employee Engagement
Figure 22: Back-Office and Enterprise Gamification Applications
Figure 23: Gamification Market Growth Seat Projections 2017 – 2021
Figure 24: Company Information as of February 2017
Figure 25: Gamification Strategy
Figure 26: Product Information
Figure 27: Game Mechanics
Figure 28: Rewards and Recognition
Figure 29: Scorecards, Dashboards, Reporting and Analytics
Figure 30: Mobility Features
Figure 31: Implementation Process
Figure 32: Best Practices for Getting Started with Gamification
Figure 33: Implementation Best Practices
Figure 34: Training, Workshops and Professional Services
Figure 35: Maintenance and Support
Figure 36: Gamification Benefits and ROI
Figure 37: Customer Survey Rating Categories
Figure 38: Average Vendor Satisfaction Ratings, by Category
Figure 39: Current Product Satisfaction Ratings, by Customer
Figure 40: Implementation Satisfaction Ratings, by Customer
Figure 41: Professional Services Satisfaction Ratings, by Customer
Figure 42: Training Satisfaction Ratings, by Customer
Figure 43: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 44: Vendor Communication Satisfaction Ratings, by Customer
Figure 45: Product Innovation Satisfaction Ratings, by Customer
Figure 46: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 47: Pricing Satisfaction Ratings, by Customer
Figure 48: Overall Vendor Satisfaction Ratings, by Customer
Figure 49: Product Satisfaction Ratings, by Category
Figure 50: Ease of System Configuration, Set-Up and Maintenance Satisfaction Ratings by Customer
Figure 51: Ease of Integration with Third-Party Systems and Applications Satisfaction Ratings, by Customer
Figure 52: Flexibility in Creating and Customizing Gamification Programs, Reward Levels and Recognition Satisfaction Ratings, by Customer
Figure 53: Ability to Tie Gamification Programs to KPIs for Productivity, Quality, Schedule Adherence, Sales/Retention, etc. Satisfaction Ratings, by Customer
Figure 54: Ability to Support Many Levels of Competition (self, one-on-one, peer groups, teams, sites, etc.) Satisfaction Ratings, by Customer
Figure 55: Ability to Provide Employees with Real-Time Performance Data and Gamification Results Satisfaction Ratings, by Customer
Figure 56: Ability to Automate Rewards Administration, Payouts and Fulfillment Satisfaction Ratings, by Customer
Figure 57: Ability to Create an Internal Social Community to Foster Collaboration, Encourage Peer Support and Recognize Achievements Satisfaction Ratings, by Customer
Figure 58: Ability for Agents and Managers to Easily Use and Engage with the System Satisfaction Ratings, by Customer
Figure 59: What activities is your gamification vendor supporting?
Figure 60: What are the top 3 – 5 benefits you have gained from using a gamification solution?
Figure 61: Please tell us the top 3 – 5 strengths of your gamification solution
Figure 62: What product enhancements would you like to see?
Figure 63: Please feel free to provide any additional comments about your experience with the vendor and/or product
Figure 64: Pricing for a 250-Seat Premise-Based Gamification Solution
Figure 65: Pricing for a , 250-Seat Cloud-Based Contact Center Gamification Solution
Figure 66: Pricing for a 250-Seat Managed Service Contact Center Gamification Solution

Note: Product cover images may vary from those shown


  • Agent Balance
  • Clearview
  • CRM Gamified
  • nGUVU
  • NICE
  • TouchPoint One, LLC

Report Highlights

  • The value proposition of gamification solutions is clear: Gamification techniques are being used successfully in contact centers to reduce agent attrition and build morale.  By recognizing a job well done and providing timely feedback and rewards, these solutions enhance quality and engage employees while improving productivity. These same principles can be used to motivate and incentivize performance excellence in other departments throughout an enterprise.
  • Gamification is a perfect match for the Millennial-centric workforce: Millennials place a great emphasis on fairness in the workplace, a work/life balance, and continuous recognition. Gamification solutions satisfy these needs by using automation instead of subjective judgment to identify performance achievements and providing rewards based on pre-defined business rules.
  • Customers benefit from gamification just as much as employees do: By motivating behaviors that promote service excellence, gamification results in greater customer satisfaction. Vendors are also beginning to roll out gamification solutions targeted at customer engagement and retention. Everyone enjoys a well-designed game, and customers are responding positively when website and self-service activities are gamified, which ultimately benefits a company’s brand and bottom line.
  • Gamification is essentially a science, but rewards are an “art”: Whether a gamification initiative is targeted at employees or customers, the right mix of rewards is essential to make the program successful. A good combination of intrinsic and extrinsic awards is necessary in order to motivate employees, and both staff and customers require continuous innovation in games and challenges to keep them engaged.
Note: Product cover images may vary from those shown
  • Agent Balance
  • Clearview
  • CRM Gamified
  • nGUVU
  • NICE
  • TouchPoint One, LLC
Note: Product cover images may vary from those shown