The QM/Liability Recording market sustained strong growth rates in 2007, driven by acquisitions, product innovation and organic growth. Published November 2007
This is the 4th annual edition of the authoritative guide to the Quality Management and Liability Recording market, vendors and products. This sector continued to grow briskly in 2007. Despite the market’s maturity, vendors brought forth a host of new applications, product innovations and end-user refinements. The Report analyzes all applications in this evolving market, including Quality Management, Liability Recording (Time Dimension Multiplexing and IP), Coaching, and eLearning. It also discusses trends in Performance Management, Workforce Management, Surveying and Speech Analytics. This comprehensive 318-page document is the only complete analysis of the QM/Liability Recording (WFO) market, vendors, applications, pricing and market share written from the end-user perspective.
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The Report covers 45 vendors, featuring in-depth company and product profiles for market leaders and contenders, including Aspect, Autonomy etalk, CallCopy, Envision, Interactive Intelligence, KnoahSoft, Nice, OnviSource, Telrex, Verint Systems (including Witness), Virtual Logger, VPI, and Wygant/TeleDirect. It also addresses new vendors and solutions that have entered the market in the past 12 months. The report provides the detailed information that is essential for end-users to make an optimal investment selection or technology upgrade for their company. The 2007-2008 Quality Management/Liability Recording Product and Market Report is an indispensable resource for all contact center managers seeking to increase productivity and effectiveness, optimize their operating environments, enhance their customers’ experience, improve quality and customer loyalty and grow revenue. Report Highlights
• | | DMG Consulting estimates that by the end of 2007, the market will grow by at least 10% to over $2.3 billion. | • | | Sales of IP Recording grew by a vigorous 40% in 2007, and will continue at a strong 34% rate in 2008. | • | | In May 2007, Verint acquired Witness Systems, altering the landscape at the top of the market, making Verint and NICE the leading vendors. | • | | As a result of consolidation at the top, a new mid-tier of vendors (contenders and new entrants) will vie for market share based on innovation, service, and pricing. | • | | Sales to small and mid-size enterprises have continued to grow and are expected to be a significant trend for the WFO vendors in 2008. | • | | Although WFO is a mature market, customers and vendors have driven innovation and refinements in 2007, particularly in QM form development, security enhancements, reporting and analytics, and WFM suite development. |
Key Elements of this Report • | | Overview of primary sectors in the Quality Management/Liability Recording (Workforce Optimization/WFO) market. | • | | Outlook and projections for the rapidly growing Quality Management/Liability Recording (WFO) market and the individual applications: Recording, Quality Assurance, Performance Management, Speech Analytics, eLearning, Coaching, Surveying and Workforce Management. | • | | High-level market share analysis, by vendor, on a GAAP and pro forma Verint/Witness merger basis, for the first half of 2007. | • | | Analysis of world-wide market penetration rates for the various components of the Quality Management/Liability Recording solutions. | • | | Trends that are driving end-user and vendor investment decisions in the contact center and Quality Management/Liability Recording (WFO) market. | • | | Explanation of the new Payment Card Industry (PCI) Security Standards and how each of the vendors is meeting these requirements. | • | | Evaluation of small and mid-size solutions for the leading and contending vendors. | • | | Analysis of benefits and trade-offs between Quality Management/Liability Recording (WFO) suites vs. stand-alone solutions. | • | | Buyer’s Guide that presents the differentiators and challenges of 14 of the leading and contending solutions. | • | | Analysis of end-user satisfaction with vendors, products, implementations and support. | • | | Assessment of ROI results and implementation best practices. | • | | Pricing comparisons and analysis.
| • | | Detailed company, technical and functional side-by-side comparisons of eight leading and contending vendors. | • | | Company reports for 8 leading and contending vendors, analyzing their performance, products, services, technology, functionality, pricing, differentiators, and future development plans. | • | | Comprehensive market directory. |
Sample FigureQM/Recording Projected Growth Rates for 2008 and 2009 
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BUY THIS REPORT This is the most-timely, in-depth and objective analysis of the QM/Liability Recording market, covering 45 vendors and their products and services. Learn and better understand how product and vendor strengths can impact and enhance your contact center operating environment. See how customers rate the leaders and contenders in customer satisfaction. Discover how recent product Innovations in QM, Reporting, Surveying, Coaching, and eLearning can benefit your company. Acquire accurate and comprehensive vendor, product, pricing and market data to make the right investment decision for your company. Understand the trends driving and shaping the contact center and QM/Liability Recording markets so you can determine what you might need and discover features that you might not have known were available. |
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