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Widely regarded as the most comprehensive, accurate source of industry data and insight for this technology segment, DMG Consulting’s annual Workforce Optimization (Quality Management/Liability Recording) Market Share Report provides a detailed analysis of the workforce optimization (WFO) suite providers, applications and market sectors for fiscal 2011.
Now in its ninth year, DMG Consulting’s annual Workforce Optimization (Quality Management/Liability Recording) Market Share Report features industry-leading analysis of the dynamic workforce optimization market. The 2012 Workforce Optimization (Quality Management/Liability Recording) Market Share Report is unparalleled in its depth and breadth of data and features a detailed, multi-dimensional analysis of this sector. It addresses total company revenue and market share, analyzes revenue by technology sector, and presents 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 2011 revenue and market share for the top 27 vendors: ASC, Aspect, Cacti, Calabrio, CallCopy, ComputerTel, Coordinated Systems, Inc., CTI Group, CyberTech*, dvsAnalytics, Enghouse**, Envision, HP/Autonomy***, HigherGround, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OAISYS, OnviSource, TelStrat, TantaComm, Verint, VirtualLogger, VPI, Xarios, and Zoom International.
Key elements of the 2012 Workforce Optimization (Quality Management/Liability Recording) Market Share Reportinclude:
- Total company revenue and market share analysis, based on generally accepted accounting principles (GAAP), for all vendors who sell workforce optimization solutions for contact centers and other uses
- A revenue analysis for the primary industry categories - enterprise and security
- Drill-down analyses of revenue and market share for the contact center WFO market and all of its sectors
- Revenue and market share for 2011 by application for recording (total voice, contact center, non-contact center, time division multiplexing (TDM) and Internet Protocol (IP), and quality management solutions
- Five-year GAAP revenue trend analyses for total company, contact center WFO, geography, vertical, revenue source and sales channel
- Growth comparisons analyzing 2010 and 2011 revenue and market share for total company on a GAAP, contact center WFO, revenue source and sales channel basis
- Three-year revenue trends by application for all workforce optimization segments, including recording (contact center, non-contact center, video and other), quality management/assurance, workforce management (contact center and non-contact center), speech analytics, performance management, surveying, desktop analytics, coaching and eLearning
- Analysis of recording revenue for the two primary call recording sectors — TDM and IP — for contact center and non-contact center uses
- Geographical analysis of revenue and market share for North America, Europe, Asia Pacific, and Caribbean & Latin America/Middle East & Africa (combined), by vendor for each region
- Revenue and market share for 2011 for hardware, software and professional services, for the market and by vendor
- Hosted/cloud-based revenue and market share analysis for 2011, by vendor
To learn more about DMG Consulting LLC's 2012 Workforce Optimization (Quality Management/Liability Recording) Market Share Report, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com.
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* Acquired by NICE in March 2011
** Acquired by Enghouse Systems Limited in June 2010
***HP acquired Autonomy in October 2011
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