Published January 2009DMG Consulting’s 2008–2009 Quality Management/Liability Recording Product and Market Report contains in-depth coverage and analysis of the market (also known as workforce optimization or WFO), its vendors and products. This Report, the fifth annual edition, is intended to help contact center and IT managers find the right product, at the right cost for their contact center, regardless of size. Vendor profiles include Aspect, Autonomy etalk, CallCopy, Envision, Interactive Intelligence, KnoahSoft, NICE, OnviSource, TeleDirect (TDI), Verint Systems and VPI.
The WFO market continues to be a great performer, despite the recession gripping the US. In the first half of 2008, total revenue for the Quality Management (QM)/Liability Recording (WFO) market was $1,336 million. This represents an 18.3% increase over the $1,230 million of revenue in the first half of 2007. The contact center segment of the market exceeded $507 million in the first half of 2008, a 13.4% increase over the same period in 2007. Despite the worldwide economic slowdown in 2008, DMG predicts that the Quality Management/Liability Recording market will exceed $2.5 billion for the year, once all year-end reporting is completed.
2008 was distinctive for the WFO market because of its organic growth. WFO vendors succeeded by listening to customers and delivering solutions and capabilities that met their needs. In response to customer feedback, vendors enhanced core recording and quality assurance tools and saw an increase in sales of high-value WFO analytical modules, such as speech analytics, surveying/feedback, contact center performance management and coaching. The 2008-2009 Report features a new section dedicated to product innovation and vision, which continue to fuel growth in the WFO market.
Another new section, driven by end-user requests, consists of quality assurance evaluation forms. DMG Consulting invited the vendors to provide sample QA forms for different activities and call center types. There are 23 sample forms available to help end users build QA programs and identify solutions that fit their needs.
The 2008–2009 Quality Management/Liability Recording Product and Market Report analyzes all applications in this growth market, including quality management, IP and TDM recording, coaching and eLearning. It also provides a high-level discussion of trends in performance management, workforce management, surveying/feedback and speech analytics. This Report analyzes all aspects of each company’s strategy, ability to execute, revenue, market activity and share, products, functionality, technology, implementations, packaging, pricing, training and workshops, customer satisfaction ratings, strengths, weaknesses, vision and future plans.
This comprehensive 370-page document is the only complete analysis of the QM/WFO market, vendors, applications, pricing and market share written from the end-user perspective.
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Report Highlights
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Revenues for the first half of 2008 reached $1,336 million, an 18.3% increase over the first half of 2007; the contact center segment of this market grew by 13.1% during this same period
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In the absence of mergers and acquisitions, market growth is organic, fueled by product innovation that includes QM form development, security enhancements, reporting and analytics, workflow and overall WFO suite development
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The QM/Recording market growth rate is expected to be slowed but not stopped by the recession in 2009-2010; DMG Consulting expects the WFO market to outperform other contact center and IT sectors over the next two years
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Key Elements of this Report
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Outlook, projections and penetration rates for the resilient and dynamic Quality Management/Liability Recording (WFO) market and the individual applications – Recording, Quality Assurance, Performance Management, Speech Analytics, eLearning, Coaching, Surveying and Workforce Management
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High-level market share analysis by vendor on a GAAP basis for the first half of 2008
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Business, technology and Quality Management/Liability Recording (WFO) trends that are driving end-user and vendor investment decisions
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Buyer’s Guide summarizing the market and analyzing the WFO competitive landscape
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In-depth review of the product enhancements and innovation delivered by leading and contending WFO vendors during 2008
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23 different quality assurance evaluation forms for various contact center types, verticals and uses
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Analysis of benefits and trade-offs between Quality Management/Liability Recording (WFO) suites and stand-alone solutions
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Analysis of end-user satisfaction with vendors, products, implementations and support
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ROI analysis and implementation best practices
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Company reports for 11 leading and contending vendors, examining and comparing their performance, products, services, technology, functionality, pricing, differentiators, challenges and future development plans
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Comprehensive market directory
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Sample Figure: 2009 – 2011 QM/Recording Projected Growth Rates
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KEY REASONS TO
BUY THIS REPORT
This is the most timely, in-depth and
objective analysis of the QM/Liability
Recording (WFO) market, covering 45
vendors – including detailed analysis
of 11 leading companies – and their
products and services
Learn how product and vendor
strengths can impact and enhance
your contact center operating
environment
See how current users rate the
leaders and contenders on product
implementation, support, professional
services and training,
Discover how recent product
innovations in QM, Speech Analytics,
Reporting, Surveying/Feedback,
Coaching, and eLearning can benefi t
your contact center
Gain access to 23 sample QA
evaluation forms that will help you
build your QA program and identify
the right solution for your enterprise
Obtain accurate and comprehensive
vendor, product, pricing and market
data to make the right investment
decision for your company
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