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1. Executive Summary
2. Introduction
3. Financial Information Sources
4. Debates about Methodology
5. Methodology
6. Market Projections for 2011 through 2014
7. Total Company GAAP Revenue and Market Share, First-Half 2011 vs. First-Half
2010 (all QM/recording-related vendors)
8. Total Contact Center WFO Revenue and Market Share, First-Half 2011 vs.
First-Half 2010
9. WFO and Recording Solutions Revenue and Market Share (excluding video),
First-Half 2011 vs. First-Half 2010 Comparison
10. Total Voice Recording Revenue and Market Share, First-Half 2011 vs. First-Half
2010 Comparison
11. Total Contact Center Recording Revenue and Market Share, First-Half 2011 vs.
First-Half 2010 Comparison
12. Total Non-Contact-Center Recording Revenue and Market Share, First-Half 2011
vs. First-Half 2010 Comparison
13. Total Contact Center and Non-Contact Center TDM and IP Recording Revenue
and Market Share, First-Half 2011
14. QM/QA Application Revenue and Market Share, First-Half 2011 vs. First-Half
2010 Comparison
15. WFO and Recording Revenue and Market Share by Application, First-Half 2011
Table of Figures
Figure 1: WFO Applications Projections, 2011 - 2012
Figure 2: Total Company GAAP Revenue and Market Share, First-Half 2011 vs.
First-Half 2010 Comparison
Figure 3: Total Company GAAP Revenue, First-Half 2011 vs. First-Half 2010
Comparison Graph
Figure 4: First-Half 2011 Total Company Market Share for WFO Competitors
Figure 5: Total Contact Center WFO Revenue and Market Share, First-Half 2011 vs.
First-Half 2010 Comparison
Figure 6: Total Contact Center WFO Revenue, First-Half 2011 vs. First-Half 2010
Comparison Graph
Figure 7: Total Contact Center WFO Market Share, First-Half 2011
Figure 8: WFO and Recording Solutions w/o Video, First-Half 2011 vs. First-Half
2010 Comparison
Figure 9: WFO and Recording Solutions Revenue (excluding video), First-Half 2011
vs. First-Half 2010 Comparison Graph
Figure 10: First-Half 2011 Total Contact Center WFO and Recording (excluding video)
Market Share
Figure 11: Total Voice Recording, First-Half 2011 vs. First-Half 2010 Comparison
Figure 12: Total Voice Recording Revenue, First-Half 2011 vs. First-Half 2010
Figure 13: Total Voice Recording Market Share, First-Half 2011
Figure 14: Contact Center Recording, First-Half 2011 vs. First-Half 2010 Comparison
Figure 15: Total Contact Center Voice Recording Revenue, First-Half 2011 vs.
First-Half 2010 Comparison Graph
Figure 16: Total Contact Center Voice Recording Market Share for First-Half 2011
Figure 17: Non-Contact Center Recording, First-Half 2011 vs. First-Half 2010
Comparison
Figure 18: Total Non-Contact Center Voice Recording Revenue, First-Half 2011 vs.
First-Half 2010 Comparison
Figure 19: Total Non-Contact Center Voice Recording Market Share, First-Half 2011
Figure 20: TDM Voice Recording Revenue and Market Share, First-Half 2011
Figure 21: TDM Voice Recording Market Share, First-Half 2011
Figure 22: IP Voice Recording Revenue and Market Share, First-Half 2011
Figure 23: IP Voice Recording Market Share, First-Half 2011
Figure 24: Total Voice Recording Revenue, First Half 2011 51
Figure 25: Total Voice Recording Share of Revenue, First Half 2011
Figure 26: Total Voice Recording Revenue, Contact Center vs. Non-Contact Center,
First-Half 2011
Figure 27: QM/QA Applications Revenue and Market Share, First-Half 2011 vs.
First-Half 2010 Comparison
Figure 28: QM/QA Application Revenue, First-Half 2011 vs. First-Half 2010 55
Figure 29: QM/QA Application Market Share, First-Half 2011
Figure 30: WFO and Recording Solutions Revenue by Application, First-Half 2011
Figure 31: WFO and Recording Solutions Application Market Share, First-Half 2011
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 2011 Quality Management/Liability Recording Market Share Report contact contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the report online.
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