Abstract: 2008 Quality Management/Liability Recording Market Share Report

DMG Consulting’s annual Quality Management/Liability Recording (Workforce Optimization) Market Share Report is widely recognized in the industry and financial community as the most comprehensive and accurate analysis of this mature, yet dynamic, innovative and thriving contact center technology segment.

The 2008 Quality Management/Liability Recording Market Share Report features a detailed revenue and market share analysis for the WFO market and twenty top competitors. The Report analyzes revenue and market share for 2007 by application for recording (total voice, contact center, non-contact center, TDM and IP) and quality management solutions, and revenue by application for all quality management/recording market segments, including recording (contact center, non-contact center, video and other), quality assurance, workforce management, speech analytics, performance management and surveying, coaching and eLearning.

The Report provides growth comparisons for 2007 and 2006 for the market, technology sectors and contact center and non-contact center views. The Report includes five- and four-year revenue trend analyses for total company GAAP revenue, contact center WFO segment, geography and vertical. It also includes revenue and market share broken down by hardware/software/services and by geography for the market and individual vendors. This Report is essential for vendors and investors who want to thoroughly understand the current status and future performance of the 45-plus competitors in this dynamic growth market.

Report Highlights

• Growth Comparisons: The Quality Management/Liability Recording market grew by 13.1%, from $2.113 billion in 2006 to $2.389 billion in 2007.
• Contact Center Growth: The contact center segment of the market increased by 19.2%, from $823.5 million in 2006 to $981.6 million in 2007.
• Growth Rates: The four-year compounded annual growth rate of the contact center segment was 28.6%, demonstrating the market’s sustained strength.
• Services Growth: Services revenue continued to grow rapidly in 2007, representing an increasing percentage of total market revenue
• Competitive Landscape: The market landscape continues to change annually, due to acquisitions, mergers, organic growth, new and enhanced applications, and the entrance of new vendors.
• Trends: Sales of newer, analytically-oriented applications, including speech analytics, performance management and surveying, and the continued rapid adoption of IP-based recording, account for a significant portion of contact center revenue growth.
• Acquisitions: A first-glance financial analysis reveals the market impact of the previous year’s mergers and acquisitions, including Verint’s merger with Witness, NICE’s acquisition of Actimize, TDI’s purchase of Wygant and more.

Key Reasons to Buy this Report

• Obtain the most comprehensive, accurate and current revenue and market share analysis of the Quality Management/Liability Recording (Workforce Optimization) market. This Report provides a detailed analysis of 98.4% of the market’s revenue and transparency into all segments of this rapidly growing sector.
• Learn how the 20 vendors performed in all categories – total GAAP, contact center, applications, source, and geography – in 2007.
• Discover which vendors are performing well and are likely to capture market share and draw the attention of acquisitive companies.
• Gain a thorough understanding of the financial performance of all leading and contending vendors in the market, as well as an appreciation of what is fueling each company’s growth.
• Understand the market trends affecting growth and continued investment in this global market.  
• Learn where contact center managers are really investing.

Report Scope

• Total company revenue and market share analysis for all vendors that sell Quality Management/Liability Recording solutions for contact centers and other uses.
• Detailed revenue and market share analysis by company and technology sector for all vendors that sell Quality Management/Liability Recording solutions.
• Drill-down analyses of market revenue and market share, from total company figures to contact center-only views.
• Growth comparisons between 2006 and 2007 for the overall market, technology sectors, and contact center and non-contact center views.
• Four- or five-year revenue trend analyses for total company GAAP, contact center WFO, geography and vertical.
• Revenue and market share for 2007 by application for recording (total voice, contact center, non-contact center, TDM and IP) and quality management solutions.
• Revenue by application for all Quality Management/Liability Recording market segments, including recording (contact center, non-contact center, video and other), quality assurance, workforce management, speech analytics, performance management and surveying, coaching and eLearning.
• Revenue and market share for 2007 for hardware, software and services for the market and by vendor.
• Revenue and market share for 2007 by geography for the market and by vendor.
• Analysis of recording by TDM and IP for contact center and non-contact center uses.

Table of Contents

Sample Figure: 2007 Contact Center WFO Revenue and Market Share Graph

Order Information
To order a copy of the 2008 Quality Management/Liability Recording Market Share Report contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the report online.

Additional Formats for this Abstract
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