NEW! 2010 Contact Center Surveying/Feedback and Analytics Market Report
With growth in contact center surveying implementations of 9.0% between 2009 and 2010, and an increase of 7.8% in the number of contact center seats, this market is weathering the recession. This growth is an indicator that surveying/feedback solutions play a key role in customer retention, which is especially important in a harsh economic climate. The contact center is not alone in its interest in customer feedback. There is growing interest in an integrated, enterprise-wide approach to soliciting and utilizing feedback. Another area that continues to draw attention is the use of social media as a mechanism for both solicited and unsolicited feedback. Learn more.

NEW! 2010 Hosted/Managed Service IVR Market Report
The growing pressure to increase use of self-service automation in all types of public and private institutions has kept investments in IVR strong, even during the worst of the recession. Inbound and outbound voice self-service solutions have proven highly effective in helping contact centers reduce operating expenses by automating a percentage of inquiries that previously required the assistance of live agents. However, end users are showing a strong preference for hosted and managed service IVR solutions, as reflected in the increasing percentage of the market being captured by these vendors. End users have found this acquisition model compelling, as it enables them to purchase leading technology and applications without a large up-front investment or the need for in-house expertise. Learn more.

NEW! 2010 Quality Management/Liability Recording (WFO) Market Share Report
After seven consecutive years of strong revenue growth, the worldwide economic recession slowed the expansion of the quality management/liability recording (workforce optimization-WFO) market. For the first time in seven years, contact center WFO revenue fell by 6.4%, from an all-time high of $991.2 million in 2008 to $928.2 million in 2009. Despite the drop in contact center WFO sales in 2009, total company GAAP revenue for the WFO vendors continued its growth, increasing from $929.1 million in 2004 to $2,912.2 million in 2009, due primarily to the performance of one company. Learn more.

NEW! 2010 Contact Center Workforce Management Market Report
2009 was one of the highest growth years ever for the contact center WFM sector, with the number of seats growing dramatically for the second consecutive year, even in the midst of the economic recession. In 2009, seats grew by 30.3% and in 2008, seats grew by 7.4%. This counter-cyclical growth demonstrates the importance of WFM solutions and their status as the number one agent productivity tool for contact centers in both good and challenging economic times. DMG expects the WFM market to continue to grow strongly during the next three years, predicting 8% growth in 2010 and 10% growth in both 2011 and 2012. Learn more.

2009 - 2010 Quality Management/Liability Recording Product and Market Report
The first six months of 2009 have been relatively tough for the WFO vendors. After at least 8 straight years of market growth, revenue decreased for every segment of the WFO market, from contact center recording to video recording. While the performance of the WFO market was not stellar, it still outpaced most other contact center and IT segments during the first half of the year. Overall revenue for the vendors in this sector fell by only 1.6%, from $1,336.2 million in the first half of 2008 to $1,315.5 million in the first half of 2009. Learn more.

2009 Quality Management/Liability Recording Mid-Year Market Share Report
After eight straight years of market growth, the first six months of 2009 saw a decrease in revenue for many segments of the WFO market, from contact center recording to quality assurance applications. While WFO performance was not stellar, it still outpaced the majority of other contact center and IT segments. Overall revenue for vendors fell by 1.6%, from $1,336.2 million in the first half of 2008 to $1,315.5 million in the first half of 2009. DMG expects that full-year 2009 revenue will be flat or will shrink 1% to 2% as compared to 2008. Growth in 2010 is expected to be 2% to 4%, mostly due to a strong fourth quarter. DMG predicts that 2011 will be a strong year where the market will increase by 5% and 6% over 2010. Learn more.

2009 - 2010 Speech Analytics Market Report
The speech analytics market outperformed the great majority of contact center and IT segments during 2008, and stellar results are expected again in 2009. The number of speech analytics seats in production increased by 129%, from 338,257 in 2007 to 775,049 in 2008, despite a slowdown in sales in Q4 2008. DMG predicts that within the next 5 to 7 years, at least 25% to 30% of all contact center seats will have speech analytics. The 2009 – 2010 Speech Analytics Market Report reviews the products, technology, capabilities, speech engines, accuracy rates, service delivery models, professional services, training, pricing, market share, future development plans, and more. The Report provides end users with the critical information they need to make the right investment decisions and best practices for a successful implementation.  Learn more.