Abstract: 2009-2010 Quality Management/Liability Recording Product and Market Report

DMG Consulting’s annual Quality Management/Liability Recording (Workforce Optimization) Product and Market Report gives contact center and IT managers the vendor, product, functional, technical and pricing information they need to make the right technology selection for their contact center. This 476-page Report provides the best practices that will enable contact center managers to realize the greatest continuing return on their investments.

2009 was a surprisingly good year for the contact center workforce optimization (WFO) market. Many vendors invested significantly in enhancing their products to ensure that they would come out of the recession better positioned to meet the needs of highly demanding prospects. New product packages, workflow, analytics-enabled solutions, and true mid-sized offerings are just a few of the innovations recently delivered to the market. The recession is giving contact center managers a wonderful opportunity to purchase a new solution or upgrade an existing quality management/liability recording solution from a top vendor at an aggressive price. This trend is expected to continue throughout 2010 as vendors compete strongly for new business.

The 2009-2010 Quality Management/Liability Recording (WFO) Product and Market Report is the most comprehensive, fact-based and timely analysis of this unique and dynamic technology sector. This Report covers 45 vendors and features detailed product and company assessments for the top 10 leaders and contenders, including: Aspect, Calabrio, CallCopy, Envision, Interactive Intelligence, KnoahSoft, NICE, OnviSource, Verint and VPI. The Report also features a revenue and market share analysis for 22 vendors. Three additional companies, Cybertech, dvsAnalytics and OAISYS, currently in the process of strengthening and extending their solutions, are covered at a high level. Each of the profiled vendors offers a suite of products for contact center quality assurance and recording, as well as add-on modules for speech analytics, surveying, performance management, coaching, eLearning and workforce management.

The Report presents the contact center and workforce optimization mega-trends that will drive change and investment decisions across companies throughout 2010. It offers an inside look at what customers have to say about WFO vendors and their products, and provides contact center managers with actionable recommendations to address the most critical issues impacting contact centers today.

This Report also includes a guide to the Payment Card Industry Data Security Standard (PCI-DSS) and explains how it applies to contact centers in North America, the United Kingdom and Japan. It provides a roadmap for building a world-class quality assurance program and explains how analytics can help contact center managers transform their traditional quality assurance initiatives and significantly increase the quantifiable benefits.

Report Highlights:

• WFO revenue decreased in 2009: Contact center WFO revenue decreased by 5.9%, from $507.7 million in the first half of 2008 to $477.7 million in the first half of 2009. This decrease shows how enterprises cut back on all but essential contact center investments during tough economic times, creating a significant amount of pent-up need for 2010.
• 2011 will be a big year for the WFO market: DMG expects 2010 to start slowly, but a strong fourth quarter will propel 2011 into a recovery year. The WFO market is expected to grow by 3% in 2010 and by 5.5% in 2011.
• Certain applications will show strong growth over the next two years: Sales of speech analytics solutions are expected to grow by 40% and 42% respectively in 2010 and 2011, and sales of surveying solutions are expected to grow from 8% in 2010 to 15% in 2011.
• SaaS is becoming a mainstream option: 2009 saw market acceptance of software-as-a-service (SaaS)-based contact center infrastructure, including recording and other workforce optimization modules. This represents a tremendous opportunity for vendors and end users looking for alternatives to the traditional acquisition model.
• Hosted WFO applications offer end users more choice: Enterprise users of workforce optimization suites no longer need to license these solutions. If capital, IT resources or domain expertise is limited, end users now have the option to acquire any type of WFO application on a hosted basis. Contending WFO suite providers, along with best-of-breed application vendors, are delivering full-featured hosted solutions to meet growing demand.

Key Reasons to Buy This Report:

• Review the financial performance of the top 22 workforce optimization vendors, along with the industry’s most comprehensive, current and accurate market share analysis.
• Obtain accurate and comprehensive vendor, product, ROI and pricing data to help make the right investment decision for your company.
• See the market outlook and projections for application segments, including recording, quality assurance, performance management, speech analytics, surveying/enterprise feedback management, eLearning, coaching, workforce management and the emerging desktop analytics sector.
• Learn how to build a world-class quality assurance program—including how to start, how to create a quality assurance leadership team, how to build an implementation roadmap, the importance of calibration, and other best practices.
• Discover what customers are saying about the vendors and their products in DMG’s customer satisfaction survey.
• Understand the difference between workforce optimization suites and stand-alone solutions, including when to select one over the other.
• Obtain an actionable guide to the Payment Card Industry Data Security Standard (PCI-DSS) and an explanation of what it means to businesses in North America, the United Kingdom and Japan.

Table of Contents

Order Information
To order a copy of the Quality Management/Liability Recording Product and Market Report contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.

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The Abstract and Table of Contents are also available in PDF format.