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DMG Consulting’s 2009 Quality Management/Liability Recording Mid-Year Market Share Report provides a detailed revenue and market share analysis of the Quality Management/Recording (also known as Workforce Optimization or WFO) technology segment for the first six months of 2009. This Report addresses revenue and market share for the 45-plus leading and contending vendors who offer a suite of products in this space, along with supplementary modules including Performance Management, Speech Analytics, Surveying, Coaching, eLearning and Workforce Management. This Report is vital for vendors and investors looking to understand the current and future performance of this highly competitive market and the position of each competitor.
Accurate and Complete Market Share Analysis
The 2009 Quality Management/Liability Recording Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 22 vendors: ASC, Aspect, Autonomy etalk, Cacti, Calabrio, CallCopy, CyberTech, Envision, HigherGround, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OAISYS, OnviSource, TantaComm, Telrex, TDI, Verint, VirtualLogger, VPI and Zoom International. These vendors comprise 98.8% of market revenue; the remaining 1.2% (23 vendors) is addressed in the “Other” category. Vendors of all sizes – leaders, contenders and emerging companies – are analyzed to provide deep insights into all aspects of this dynamic market.
This Report also includes 2010 and 2011 market projections for the total market and by application segment for TDM Recording, VoIP Recording, Quality Assurance/Quality Management, Performance Management, Speech Analytics, eLearning, Coaching, Surveying and Workforce Management.
DMG’s Custom Consulting
Take advantage of DMG’s extensive market expertise and experience with our custom consulting offerings. For vendors and investors, we offer strategy services to assist you in understanding WFO market dynamics and what differentiates leaders from contenders.
For enterprise and contact center leaders, we can help identify and define your functional requirements to ensure that you select the right vendor at the right price. We’ll assist you in quantifying system benefits and building a winning business case and ROI model. We can also address your operational needs and help you enhance the performance of your workforce optimization solutions and best practices. Successful WFO implementations generally begin with a strong quality assurance program. DMG’s leading quality assurance experts are available to coach you in building an outstanding program that will improve your customers’ experience and increase agent productivity.
Learn More
To learn more about DMG Consulting’s 2009 Quality Management/Liability Recording Mid-Year Market Share Report and how our strategic and tactical consulting services can improve the effectiveness of your contact center, and reduce operating expenses while improving the customer experience, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com.
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