 |
DMG Consulting’s 8th annual Quality Management/Liability Recording (Workforce Optimization - WFO) Product and Market Report provides contact center and IT managers with unparalleled vendor, product, functional, technical and pricing information. It analyzes WFO suites and the two core applications within them — recording and quality assurance (QA, also known as quality management (QM)). Other modules — coaching, eLearning, performance management, surveying, speech analytics, workforce management, desktop analytics and text analytics — are essential components of WFO suites, and are addressed at a high level. This Report is designed to assist contact center, IT and enterprise leaders and managers in selecting the right solution, technology, functionality and partner to meet their organization’s current and future needs.
The contact center QM/liability recording (also known as WFO) market has remained strong and has grown through decades of change, defying the recession and delivering significant innovation. The Report explores how the WFO market is evolving, and reveals that the solutions are robust and reliable, the range of choices is vast, and users have unprecedented leverage to obtain favorable terms and pricing. The 2011 - 2012 Quality Management/Liability Recording (WFO) Product and Market Report analyzes several trends that are converging and making a major impact on the market, including:
- New analytics capabilities with quantifiable benefits
- The rise of social media as a customer service channel
- The availability of cloud-based WFO solutions for companies of all sizes
- Large contact center infrastructure vendors increasingly vying for a piece of the WFO pie
- Growing adoption of WFO in back-office operating groups
Read the Report Abstract
Review the Table of Contents
Ask a Question Via Email
Purchase the Report
This Flagship Report Sets the Industry Standard for Thorough, Reliable and Fact-Based Data for End Users, Vendors and the Financial Community
The 453-page 2011 - 2012 Quality Management/Liability Recording (WFO) Product and Market Report analyzes 16 vendors, 11 at a detailed level: Aspect, Avaya, Calabrio, CallCopy, Interactive Intelligence, KnoahSoft, NICE, OnviSource, Verint, VPI and ZOOM. Five vendors - dvsAnalytics, Enghouse, inContact, OAISYS, and TelStrat - are also covered, albeit less comprehensively. The Report helps readers best understand the market, with an extensive analysis that includes:
- Overview, trends, outlook and projections for the contact center WFO market and each of its component applications - recording, quality assurance, performance management, speech analytics, eLearning, coaching, surveying, workforce management, desktop analytics and text analytics
- Detailed functional and technical comparisons and analysis of vendors and their solutions
- Evaluation and analysis of vendor pricing for premise-based, hosted and managed service offerings
- Review of recording legislation and regulations in the US and Canada, an updated Payment Card Industry-Data Security Standard (PCI-DSS) guide, and a detailed assessment of the PCI compliance capabilities of the top 11 WFO vendors
- Analysis of end-user satisfaction with vendors, products, implementations, innovation, pricing and support
- Comprehensive Market Directory, and so much more
About DMG Consulting
DMG Consulting LLC is the leading analyst firm in the telephony, contact center and analytics markets and the foremost provider of market research and consulting services for contact centers. Our areas of expertise include workforce optimization, quality management liability recording, performance management, workforce management, speech analytics, surveying, voice of the customer, coaching, eLearning, desktop analytics, text analytics, contact center infrastructure, interactive voice response (IVR), proactive customer care and the back office. We dedicate over 10,000 hours annually to original, fact-based market research, analyzing the vendors, offerings and best practices in these dynamic markets.
|
|
