We Raise the Industry Standard

The 2009 – 2010 Quality Management/Liability Recording (WFO) Product and Market Report is the definitive guide to this dynamic growth market. This 476-page in-depth analysis provides all the information managers need to make a product selection or upgrade an existing application. It features a complete vendor directory with over 45 listings, detailed company profiles for 10 leaders and contenders, assessments of product capabilities and functionality, pricing comparisons, a discussion of vendor strengths and weaknesses, and a review of the trends that impact and drive buying decisions. The Report presents findings from DMG Consulting’s comprehensive customer satisfaction survey, and provides valuable end-user insights on products, implementations, professional services, service and support, vendor innovations, the vendors’ responsiveness to product enhancement requests and more.

Since its inception in 2004, DMG Consulting’s annual Quality Management/Liability Recording (WFO) Product and Market Report has been widely recognized as the “one stop” reference source for any company purchasing, upgrading or investing in contact center QM, IP and TDM recording, or a complete WFO solution. DMG continues to expand its coverage of this market sector based on customer feedback and end-user requests. The 2009 -2010 Report features a new section that helps decipher the Payment Card Industry Data Security Standard and provides an explanation of what its requirements mean to businesses in the US, UK and Japan. Another new section in this Report provides contact center managers with actionable recommendations to address the hottest issues impacting their contact centers today, including a roadmap for building a world-class quality assurance program. The Report also provides insights into new and emerging packaged applications, small/mid-sized offerings, and a preview of the product enhancements and innovation expected in 2010 .

Order Now... You can purchase the entire 2009 - 2010 Quality Management/Liability Recording (WFO) Product and Market Report online. If you'd like to order an individual company report for a specific vendor, the complete vendor analysis, the market share analysis, or a particular segment of the Report, give Deborah a call at 516-628-1098 to discuss your options. Learn More about the Report... Abstract  |  Table of Contents

The 2009 – 2010 edition of the Quality Management/Liability Recording (WFO) Product and Market Report analyzes 13 leading and contending vendors. Ten are covered at a very detailed level: Aspect, Calabrio, CallCopy, Envision, Interactive Intelligence, KnoahSoft, NICE, OnviSource, Verint and VPI. Three vendors, Cybertech, dvsAnalytics, and OAISYS are also covered, albeit less comprehensively, as both of these vendors are in the process of strengthening and extending their solutions. This Report looks at both leaders and lesser-known competitors to give readers an appreciation of the range of offerings available in the market.

The 2009-2010 Quality Management/Liability Recording (WFO) Product and Market Report is essential for all contact center managers looking to increase productivity and effectiveness, enhance their customers’ experience, improve customer loyalty and quality, and grow revenue.

This Report helps you:

• Obtain the most timely, accurate and in-depth information on vendors, products, planned innovation, pricing and market data to make the right investment decision for your company; this objective analysis of the QM/liability recording (workforce optimization) market includes detailed analyses and comparisons of 10 leading and contending companies, their products and services
• Compare the functionality, strengths and weaknesses of leading and contending vendors’ solutions side-by-side; learn how product and vendor strengths can impact and enhance your contact center operating environment
• Decipher the Payment Card Industry Data Security Standard and understand what its requirements mean to your business
• Obtain accurate and comprehensive vendor, product, pricing and market data to make the right investment decision for your company
• See how current users rate the leaders and contenders on products, implementations, support, professional services, training, and more
• Obtain a detailed roadmap for developing a world-class QA program
• Discover how recent product innovations in WFO suites can benefit your contact center
• Anticipate the trends driving and shaping the future of the contact center and QM/liability recording markets
• Differentiate between market reality and vendor hype

…for Contact Center Managers

We Help You Build World-Class Differentiated Contact Centers

…for Vendors

We Provide a Competitive Advantage

If you offer QM/liability recording or workforce optimization solutions, then this Report is vital to your company's success. This Report is a widely read and respected resource used globally by customers and vendors alike. The 2009 - 2010 Quality Management/Liability Recording (WFO) Product and Market Report is an indispensable resource for building your company's product and market strategy.

This Report provides vendors with:

• Analysis of the trends driving and shaping the future of the contact center and QM/liability recording market and products
• Detailed, up-to-date assessment of the dynamic competitive landscape, including leaders, contenders and emerging players
• Market projections for the different sectors of the market, including recording , quality management applications, speech analytics, performance management, surveying, coaching and eLearning
• Analysis of world-wide penetration of the various components of quality management/liability recording suites
• High-level, corporate, technical and functional side-by-side analysis of eight vendors, from the leaders to up-and-coming competitors
• Buyer's Guide critiquing the strengths and weaknesses of leading and contending vendors
• Review of planned innovations

Learn More: To learn more about DMG Consulting LLC's 2009 - 2010 Quality Management/Liability Recording (WFO) Product and Market Report and Consulting Services, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com.