1.     Executive Summary
2.     Introduction
3.     Financial Information Sources
4.     Debates about Methodology
5.     Methodology
6.     Verint Restatement
7.     Profitability Analysis of Verint and NICE
8.     2009 Total Company GAAP Revenue and Market Share
        (all QM/recording-related vendors)
9.     2009 WFO and Recording Solutions Revenue and Market Share
10.   2009 WFO and Recording Solutions Revenue and Market Share (excluding video)
11.   2009 Contact Center WFO Revenue and Market Share
12.   2009 Quality Assurance/Management Revenue and Market Share
13.   Total Company GAAP Revenue and Market Share for all WFO Vendors, 2009
        vs. 2008
14.   Total Company 5-Year GAAP Revenue Trends for all WFO Vendors, 2005 – 2009
15.   Total Company GAAP Revenue and Market Share for All WFO Vendors,
        2009 vs. 2008 Comparison
16.   Contact Center WFO Revenue, 2009 vs. 2008 Comparison
17.   Contact Center WFO Revenue Trends, 2005 – 2009
18.   2009 Revenue and Market Share by Application
19.   2009 Contact Center Recording Revenue and Market Share
20.   2009 Non-Contact Center Recording Revenue and Market Share
21.   2009 Total Voice Recording Revenue and Market Share
22.   2009 Total TDM Recording Revenue and Market Share
23.   2009 Total IP Recording Revenue and Market Share
24.   2009 Logging/Recording Revenue and Market Share
25.   Revenue Trends by Geography, 2005 – 2009
26.   2009 North America (US and Canada) Revenue and Market Share
27.   2009 Europe Revenue and Market Share
28.   2009 Asia Pacific Revenue and Market Share
29.   2009 Rest-of-World (CALA and MEA) Revenue and Market Share
30.   Revenue Trends by Vertical, 2005 – 2009
31.   2009 Hardware Revenue and Market Share
32.   2009 License/Software Revenue and Market Share
33.   2009 Hosted/SaaS Revenue and Market Share
34.   2009 Services Revenue and Market Share
35.   Revenue Source Analysis, 2009 vs. 2008
36.   Revenue Source Trends, 2007 – 2009
37.   2009 Direct Revenue and Market Share
38.   2009 Indirect Revenue and Market Share
39.   Revenue by Sales Channel Analysis, 2009 vs. 2008
40.   Revenue by Sales Channel Trends, 2006 – 2009

Table of Figures

Figure 1:     NICE and Verint Earnings Performance
Figure 2:     2009 Total Company GAAP Revenue and Market Share
                   (all QM/recording-related vendors)
Figure 3:     2009 Total Company GAAP Revenue and Market Share by Revenue
                   (all QM/recording-related vendors)
Figure 4:     2009 WFO and Recording Solutions Revenue and Market Share
Figure 5:     2009 WFO and Recording Solutions Market Share by Revenue
Figure 6:     2009 WFO and Recording Solutions Revenue and Market Share
                   (excluding video)
Figure 7:     2009 WFO and Recording Solutions Market Share by Revenue
                   (excluding video)
Figure 8:     2009 Contact Center WFO Revenue and Market Share
Figure 9:     2009 Contact Center WFO Market Share by Revenue
Figure 10:   2009 Quality Assurance/Management Revenue and Market Share
Figure 11:   2009 Quality Assurance/Management Market Share by Revenue
Figure 12:   Total Company GAAP Revenue and Market Share, 2009 vs. 2008
                   Comparison
Figure 13:   Total Company GAAP Revenue and Market Share, 2009 vs. 2008
                   Comparison
Figure 14:   Total Company GAAP Revenue Trends, 2005 – 2009
Figure 15:   Total Company 5-Year GAAP Revenue Trends for all WFO Vendors,
                   2005 – 2009
Figure 16:   Total Company GAAP Revenue and Market Share, 2009 vs. 2008
                   Comparison
Figure 17:   Total Company GAAP Revenue and Market Share, 2009 vs. 2008
                   Comparison
Figure 18:   Contact Center WFO Revenue, 2009 vs. 2008 Comparison
Figure 19:   Contact Center WFO Revenue, 2009 vs. 2008 Comparison
Figure 20:   Contact Center WFO Revenue Trends, 2005 – 2009
Figure 21:   Contact Center WFO Revenue Trends, 2005 – 2009
Figure 22:   2009 WFO and Recording Solutions Revenue and Market Share by
                   Application
Figure 23:   2009 WFO and Recording Solutions Market Share by Application
Figure 24:   2009 Contact Center Recording Revenue and Market Share
Figure 25:   2009 Contact Center Recording Market Share by Revenue
Figure 26:   2009 Non-Contact Center Recording Revenue and Market Share
Figure 27:   2009 Non-Contact Center Recording Market Share by Revenue
Figure 28:   2009 Total Voice Recording Revenue and Market Share
Figure 29:   2009 Total Voice Recording Market Share by Revenue
Figure 30:   2009 Total TDM Recording Revenue and Market Share
Figure 31:   2009 Total TDM Recording Market Share by Revenue
Figure 32:   2009 Total IP Recording Revenue and Market Share
Figure 33:   2009 Total IP Recording Market Share by Revenue
Figure 34:   2009 Recording Revenue
Figure 35:   2009 Recording Share of Revenue
Figure 36:   2009 Recording Share of Revenue
Figure 37:   Revenue Trends by Geography, 2005 – 2009
Figure 38:   Revenue Trends by Geography, 2005 – 2009
Figure 39:   2009 North America (US and Canada) Revenue and Market Share
Figure 40:   North America (US and Canada) Market Share by Revenue
Figure 41:   2009 Europe Revenue and Market Share
Figure 42:   2009 European Market Share by Revenue
Figure 43:   2009 Asia Pacific Revenue and Market Share
Figure 44:   2009 Asia Pacific Market Share by Revenue
Figure 45:   2009 Rest of World (CALA and MEA) Revenue and Market Share
Figure 46:   2009 Rest-of-World (CALA and MEA) Market Share by Revenue
Figure 47:   Revenue Trends by Vertical 2005 – 2009
Figure 48:   Revenue Trends by Vertical, 2005 – 2009
Figure 49:   2009 Hardware Revenue and Market Share
Figure 50:   2009 Hardware Market Share by Revenue
Figure 51:   2009 License/Software Revenue and Market Share
Figure 52:   2009 License/Software Market Share by Revenue
Figure 53:   2009 Hosted/SaaS Revenue and Market Share
Figure 54:   2009 Hosted/SaaS Market Share by Revenue
Figure 55:   2009 Services Revenue and Market Share
Figure 56:   Services Revenue and Market Share Chart for 2008
Figure 57:   Revenue Source Analysis, 2008 vs. 2009 Comparison
Figure 58:   Revenue Source Analysis, 2009 vs. 2008
Figure 59:   Revenue Source Trends, 2006 – 2009
Figure 60:   Revenue Source Trends Chart, 2006 – 2009
Figure 61:   2009 Direct Revenue and Market Share
Figure 62:   2009 Direct Revenue Market Share
Figure 63:   2009 Indirect Revenue and Market Share
Figure 64:   2009 Indirect Revenue Market Share
Figure 65:   Revenue by Sales Channel Analysis, 2009 vs. 2008 Comparison
Figure 66:   Revenue by Sales Channel Analysis Chart, 2009 vs. 2008 Comparison
Figure 67:   Revenue by Sales Channel Trends, 2006 – 2009
Figure 68:   Revenue by Sales Channel Trends, 2006 – 2009

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

Order Information
To order a copy of the 2010 Quality Management/Liability Recording (WFO) Market Share Report contact contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the report online.