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Contact center WFO revenue numbers were strong during the first half of 2011, growing by 7.9% from the same period in 2010. Despite market challenges, many of which were due to worldwide economic woes, the WFO market was one of the bright spots in the IT world in the first half of 2011.
DMG Consulting’s 2011 Workforce Optimization (Quality Management/Liability Recording) Mid-Year Market Share Report provides a detailed revenue and market share analysis of the workforce optimization (WFO) technology segment for the first six months of 2011. This Report addresses revenue and market share for the 45-plus leading and contending vendors that offer a product suite, as well as supplementary modules such as recording, quality assurance/quality management, performance management, speech analytics, eLearning, coaching, surveying, workforce management, desktop analytics and text analytics. This Report is vital for vendors and investors looking to understand the current and future performance of this highly competitive market, and the position of each competitor.
Accurate and Complete Market Share Analysis
The 2011 Workforce Optimization (Quality Management/Liability Recording) Mid-Year Market Share Report provides a detailed breakdown of GAAP revenue and market share for 27 vendors, comprising 99.3% of the market. The vendors analyzed include: ASC, Aspect, Autonomy (Hewlett-Packard acquired control on October 4, 2011), Cacti, Calabrio, CallCopy, ComputerTel, Coordinated Systems, CTI Group, CyberTech (acquired by NICE on March 4, 2011), dvsAnalytics (previously known as TDI), HigherGround, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OAISYS, OnviSource, TantaComm, Telrex (acquired by Enghouse), TelStrat, Verint, VirtualLogger, VPI, Xarios, and Zoom International. The remaining 0.7% of the market is addressed in the "Other" category. Vendors of all sizes – leaders, contenders and emerging companies – are analyzed to provide deep insights into all aspects of this dynamic market.
This Report also includes 2011 – 2014 market projections for the total market and by application segment for recording, quality assurance/quality management, performance management, speech analytics, eLearning, coaching, surveying, workforce management, desktop analytics and text analytics.
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Abstract | Table of Contents |
Key elements of the 2011 Workforce Optimization (Quality Management/Liability Recording) Mid-Year Market Share Report include:
- Market projections by application segment for the four-year period from 2011 to 2014, for recording, quality assurance/quality management, performance management, speech analytics, eLearning, coaching, surveying, workforce management, desktop analytics and text analytics
- Detailed revenue and market share analyses by vendor on a GAAP revenue basis for total company, the contact center WFO segment, quality management/ recording (WFO) sector, call recording, and all applications
- Growth rate comparisons for first-half 2011 versus first-half 2010
- Detailed analysis of leaders and contending vendors for the various WFO segments
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