Figure 1: Projected Growth Rates for 2006 to 2007
Figure 2: Contact Center Trends for 2006 to 2007
Figure 3: Contact Center Infrastructure and Applications
Figure 4: QM/Recording Trends for 2006 to 2007
Figure 5: QM/Liability Recording Market Segments
Figure 6: Estimated Penetration Rates for Recording and QM Applications in North America
Figure 7: QM/Recording Suites
Figure 8: QM/Recording Total Company GAAP Revenue 2005
Figure 9: QM/Recording Total Company GAAP Revenue 2005 Graph
Figure 10: QM/Recording Total Company GAAP Revenue 2004 - 2005 Comparison
Figure 11: QM/Recording Total Company GAAP Revenue Graph 2004-2005 Revenue Comparison
Figure 12: QM/Recording Total Company GAAP Revenue & Market Share 2004 - 2005 Comparison
Figure 13: QM/Recording Total Company GAAP Revenue and Market Share 2004-2005 Comparison Graph
Figure 14: QM/Recording Total Company GAAP Revenue Trends for 2003 - 2005
Figure 15: QM/Recording Total Company GAAP Revenue Trends 2003-2005 Graph
| Figure 16: QM/Recording Total Company GAAP Revenue Market Share Trends Graph 2003-2005
Figure 17: Actual QM/Recording Revenue 2005
Figure 18: Actual QM/Recording 2005 Market Share Graph
Figure 19: Contact Center Revenue and Market Share 2005 (excluding WFM)
Figure 20: Contact Center Revenue and Market Share 2005 Graph
Figure 21: Contact Center Revenue 2004 - 2005 Comparison (excluding WFM)
Figure 22: Contact Center Revenue 2004-2005 Comparison Graph
Figure 23: Contact Center Revenue & Market Share2004 - 2005 Comparison (excluding WFM)
Figure 24: Contact Center Revenue and Market Share 2004-2005 Comparison Graph (excluding WFM)
Figure 25: Contact Center Revenue and Market Share 2005 (including WFM)
Figure 26: Contact Center Revenue and Market Share 2005 Graph (including WFM)
Figure 27: 2005 Revenue and Market Share by Application
Figure 28: 2005 Revenue and Market Share by Application Graph
Figure 29: Contact Center Logging/Recording 2005 Revenue and Market Share
Figure 30: Contact Center Logging/Recording 2005 Revenue and Market Share Graph
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Figure 31: Contact Center and Non-Contact Center Logging/Recording 2005 Revenue and Market Share
Figure 32: Contact Center and Non-Contact Center Logging/Recording 2005 Market Share Graph
Figure 33: QM Application 2005 Revenue and Market Share
Figure 34: QM Application 2005 Market Share Graph
Figure 35: 2005 Revenue and Market Share by Sales Channel
Figure 36: 2005 Revenue and Market Share by Sales Channel Graph
Figure 37: Direct Sales 2005 Revenue and Market Share
Figure 38: Direct Sales 2005 Market Share Graph
Figure 39: Indirect Sales 2005 Revenue and Market Share
Figure 40: Indirect Sales 2005 Market Share Graph
Figure 41: 2005 Revenue and Market Share by Geography
Figure 42: 2005 Revenue and Market Share by Geography Graph
Figure 43: Revenue and Market Share by Geography 2004 - 2005 Comparison
Figure 44: Revenue by Geography 2004-2005 Comparison Graph
Figure 45: 2005 Revenue and Market Share in North America
Figure 46: 2005 Revenue and Market Share in North America Graph
Figure 47: 2005 Revenue and Market Share in Europe
Figure 48: 2005 Revenue and Market Share in Europe Graph
Figure 49: 2005 Revenue and Market Share in Asia Pacific
Figure 50: 2005 Revenue and Market Share in Asia Pacific Graph
Figure 51: 2005 Revenue and Market Share in Rest of World 1
Figure 52: 2005 Revenue and Market Share in Rest of World Graph
Figure 53: 2005 Revenue and Market Share by Vertical
Figure 54: 2005 Revenue and Market Share by Vertical Graph
Figure 55: 2005 Sales and Market Share by Revenue Category
Figure 56: 2005 Sales and Market Share by Revenue Category Graph
Figure 57: 2005 Hardware Sales and Market Share
Figure 58: 2005 Hardware Sales and Market Share Graph
| Figure 59: 2005 License and Software Sales and Market Share
Figure 60: 2005 License and Software Sales and Market Share Graph
Figure 61: 2005 Services Sales and Market Share
Figure 62: 2005 Services Sales and Market Share Graph
Figure 63: Vendor Strategy
Figure 64: Company Snapshot
Figure 65: QM/Liability Recording Contact Center Market, Product/Execution Positioning, as of August 2006
Figure 66: Customer Survey Rating Categories
Figure 67: Average Satisfaction Rating by Category
Figure 68: Product Satisfaction Rating
Figure 69: Implementation Satisfaction Rating
Figure 70: Service and Maintenance Satisfaction Rating
Figure 71: Training Satisfaction Rating
Figure 72: Professional Services Satisfaction Rating
Figure 73: Overall Vendor Satisfaction Rating
Figure 74: Pricing Ranges by Solution
Figure 75: Pricing Ranges: QM/Recording Applications
Figure 76: Pricing Ranges: eLearning Applications
Figure 77: Pricing Ranges: Coaching Applications
Figure 78: Pricing Ranges: Surveying Applications
Figure 79.1: High-Level Functional Summary
Figure 79.2: High-Level Functional Summary
Figure 80.1: High-Level Technology Architecture Summary
Figure 80.2: High-Level Technology Architecture Summary
Figure 81.1: Security
Figure 81.2: Security
Figure 82.1: Administration
Figure 82.2: Administration
Figure 83.1: Recording/Logging
Figure 83.2: Recording/Logging
Figure 84.1: Retrieval and Storage
Figure 84.2: Retrieval and Storage
Figure 85.1: Quality Monitoring: Evaluation Form Development
Figure 85.2: Quality Monitoring: Evaluation Form Development
Figure 86.1: Quality Monitoring: Conducting Agent Evaluations
Figure 86.2: Quality Monitoring: Conducting Agent Evaluations
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Figure 87.1: Quality Monitoring: Replaying Transactions
Figure 87.2: Quality Monitoring: Replaying Transactions
Figure 88.1: Quality Monitoring: Screen Capture
Figure 88.2: Quality Monitoring: Screen Capture
Figure 89.1: Quality Monitoring: Calibration
Figure 89.2: Quality Monitoring: Calibration
Figure 90.1: Quality Monitoring: Emailing Transactions
Figure 90.2: Quality Monitoring: Emailing Transactions
Figure 91.1: Quality Monitoring: Multi-Media Quality Management
Figure 91.2: Quality Monitoring: Multi-Media Quality Management
Figure 92.1: Quality Monitoring: At-Home Agents
Figure 92.2: Quality Monitoring: At-Home Agents
Figure 93.1: Quality Monitoring: Outsourced Agents
Figure 93.2: Quality Monitoring: Outsourced Agents
Figure 94.1: Switch and CTI Integration
Figure 94.2: Switch and CTI Integration
Figure 95.1: Integration with CRM Suites
Figure 95.2: Integration with CRM Suites
Figure 96.1: VoIP Recording
Figure 96.2: VoIP Recording
Figure 97.1: Surveying
Figure 97.2: Surveying
Figure 98.1: eLearning
Figure 98.2: eLearning
Figure 99.1: Coaching
Figure 99.2: Coaching
Figure 100.1: Contact Center Performance Management
Figure 100.2: Contact Center Performance Management
Figure 101.1: Speech Analytics
Figure 101.2: Speech Analytics
Figure 102.1: Analytics
Figure 102.2: Analytics
Figure 103.1: Reporting
Figure 103.2: Reporting
Figure 104.1: Miscellaneous
Figure 104.2: Miscellaneous
Figure 105.1: Small/Mid-Size Solutions
Figure 105.2: Small/Mid-Size Solutions
Figure 106.1: Training
Figure 106.2: Training
| Figure 107.1: Professional Services
Figure 107.2: Professional Services
Figure 108: Envision Financial Summary
Figure 109: Envision
Figure 110: Pricing - QA/Recording
Figure 111: Pricing - eLearning
Figure 112: Pricing - Coaching
Figure 113: Pricing - Surveying
Figure 114: etalk Financial Summary
Figure 115: Products
Figure 116: Pricing - QA/Recording
Figure 117: Pricing - eLearning
Figure 118: Pricing - Coaching
Figure 119: Pricing - Surveying
Figure 120: NICE Financial Summary
Figure 121: Products
Figure 122: Non-Contact Center Products
Figure 123: Pricing - QA/Recording
Figure 124: Pricing - eLearning
Figure 125: Pricing - Coaching
Figure 126: Pricing - Surveying
Figure 127: Verint Financial Summary
Figure 128: Products
Figure 129: Non-Contact Center Products
Figure 130: Pricing - QA/Recording
Figure 131: Pricing - eLearning
Figure 132: Pricing - Coaching
Figure 133: Pricing - Surveying
Figure 134: VoiceLog Financial Summary
Figure 135: Products
Figure 136: Pricing - QA/Recording
Figure 137: Voice Print Financial Summary
Figure 138: Products
Figure 139: Pricing - QA/Recording
Figure 140: Pricing - eLearning
Figure 141: Pricing - Coaching
Figure 142: Witness Financial Summary
Figure 143: Products
Figure 144: Product Map
Figure 145: Pricing - QA/Recording
Figure 146: Pricing - eLearning
Figure 147: Pricing - Coaching
Figure 148: Pricing - Surveying
Figure 149: Wygant Financial Summary
Figure 150: Products
Figure 151: Pricing - QA/Recording
Figure 152: Pricing - Coaching
Figure 153: Pricing - Surveying |