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Featuring leading industry analysis of the dynamic quality management/liability recording market, DMG's eighth annual Quality Management/Liability Recording (WFO) Market Share Report is widely recognized by the contact center industry and financial communities for its depth and breadth of data.
The 2011 Quality Management/Liability Recording (WFO) Market Share Report provides a detailed, multi-faceted revenue and market share analysis of this sector. It addresses total company revenue and market share, analyzes revenue by technology sector, and provides a detailed evaluation of the market on a company-wide, contact center WFO, vertical, application, geographic and sales-model basis.
The Report covers 45 vendors in total and analyzes the fiscal 2010 revenue and market share for the top 26 vendors: ASC, Aspect, Autonomy etalk, Cacti, Calabrio, CallCopy, ComputerTel, Coordinated Systems, Inc., CTI Group, CyberTech*, dvsAnalytics, Envision, HigherGround, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OAISYS, OnviSource, TantaComm, Telrex**, Verint, VirtualLogger, VPI, Xarios, and Zoom International. This year's Report also includes three vendors for the first time: ComputerTel, Coordinated Systems, Inc., and Xarios
Key elements of the 2011 Quality Management/Liability Recording (WFO) Market Share Report include:
- Total company revenue and market share analysis for all vendors that sell quality management/liability recording (WFO) solutions for contact centers and other uses, including detailed analysis by company, geography and technology sector, with drill-down analyses from total company to contact center-only views
- For the first time, a revenue analysis for the two primary industry categories - enterprise and security - as well as revenue and market share for hardware, software and services, for the market and by vendor
- Geographical analysis of revenue and market share for North America, Europe, Asia Pacific, Caribbean & Latin America, and Middle East & Africa, by vendor
- Revenue for 2010 by application for recording (contact center, non-contact center, video and other), quality assurance, workforce management, speech analytics, performance management and surveying, coaching and eLearning
- Comparisons analyzing 2009 and 2010 revenue and market share growth for total company on a GAAP, contact center WFO, revenue source and sales channel basis
- Five-year revenue trend analyses for total company, contact center WFO, geography and vertical
- Hosted/cloud-based revenue and market share analysis for 2010, by vendor
To learn more about DMG Consulting LLC's 2011 Quality Management/Liability Recording (WFO) Market Share Report, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com.
* Acquired by NICE in March 2011
** Acquired by Enghouse Systems Limited in June 2010 |
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