2012 Quality Management/Liability Recording (WFO) Market Share Report

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.

* Acquired by NICE in March 2011
** Acquired by Enghouse Systems Limited in June 2010
***HP acquired Autonomy in October 2011