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The promise of performance optimization

I recently read that "performance optimization" technologies will have a big impact on contact centers in the next five years. What exactly do these technologies do and what vendors specialize?
Performance optimization or management is indeed a "hot topic" for contact centers and has the potential to make a big impact. The idea is to use the mountains of data generated in the contact center to better manage resources and achieve performance goals. They can gather information from multiple systems, and report on performance against KPIs - Key Performance Indicators - that are defined. A supervisor, manager, trainer, QA person, or others may use them in working with staff for review and development, and to assess performance of the center overall and seek ways to optimize to achieve goals. Some vendors to look at include Performix, Blue Pumpkin, and Eyretel (now owned by Witness).

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