1.    Executive Summary
2.    Introduction
3.    Financial Information Sources
4.    Debates about Methodology
5.    Methodology
6.    Market Projections for 2012 through 2015
7.    Total Company GAAP Revenue and Market Share, First-Half 2012 vs.
       First-Half 2011 (all QM/recording-related vendors)
8.    Total Contact Center WFO Revenue and Market Share, First-Half 2012 vs.
       First-Half 2011
9.    WFO and Recording Solutions Revenue and Market Share (excluding video),
       First-Half 2012 vs. First-Half 2011 Comparison
10.  Total Voice Recording Revenue and Market Share, First-Half 2012 vs.
       First-Half 2011 Comparison
11.  Total Contact Center Voice Recording Revenue and Market Share,
       First-Half 2012 vs. First-Half 2011 Comparison
12.  Total Non-Contact-Center Recording Revenue and Market Share, First-Half
       2012 vs. First-Half 2011 Comparison
13.  Total Contact Center and Non-Contact Center TDM and IP Recording
       Revenue and Market Share, First-Half 2012
14.  QM/QA Application Revenue and Market Share, First-Half 2012 vs. First-Half
       2011 Comparison
15.  WFO and Recording Revenue and Market Share by Application, First-Half 2012

Table of Figures
Figure 1:    WFO Application Projections, 2012 - 2015
Figure 2:    Total Company GAAP Revenue and Market Share, First-Half 2012 vs.
                 First-Half 2011 Comparison
Figure 3:    Total Company GAAP Revenue, First-Half 2012 vs. First-Half 2011
                 Comparison Graph
Figure 4:    First-Half 2012 Total Company Market Share for WFO Competitors
Figure 5:    Total Contact Center WFO Revenue and Market Share, First-Half 2012
                 vs. First-Half 2011 Comparison
Figure 6:    Total Contact Center WFO Revenue, First-Half 2012 vs. First-Half 2011
                 Comparison Graph
Figure 7:    Total Contact Center WFO Market Share, First-Half 2012
Figure 8:    WFO and Recording Solutions w/o Video, First-Half 2012 vs. First-Half
                 2011 Comparison
Figure 9:    WFO and Recording Solutions Revenue (excluding video), First-Half 2012
                 vs. First-Half 2011 Comparison Graph
Figure 10:  First-Half 2012 Total Contact Center WFO and Recording (excluding video)
                 Market Share
Figure 11:  Total Voice Recording, First-Half 2012 vs. First-Half 2011 Comparison
Figure 12:  Total Voice Recording Revenue, First-Half 2012 vs. First-Half 2011
Figure 13:  Total Voice Recording Market Share, First-Half 2012
Figure 14:  Contact Center Voice Recording, First-Half 2012 vs. First-Half 2011
                 Comparison
Figure 15:  Total Contact Center Voice Recording Revenue, First-Half 2012 vs.
                 First-Half 2011 Comparison Graph
Figure 16:  Total Contact Center Voice Recording Market Share for First-Half 2012
Figure 17:  Non-Contact Center Recording, First-Half 2012 vs. First-Half
                 2011 Comparison
Figure 18:  Total Non-Contact Center Voice Recording Revenue, First-Half 2012
                 vs. First-Half 2011 Comparison
Figure 19:  Total Non-Contact Center Voice Recording Market Share, First-Half 2012
Figure 20:  Total TDM Voice Recording and Market Share, First-Half 2012
Figure 21:  Total TDM Voice Recording Market Share, First-Half 2012
Figure 22:  Total IP Voice Recording Revenue and Market Share, First-Half 2012
Figure 23:  Total IP Voice Recording Market Share, First-Half 2012
Figure 24:  Total Voice Recording Revenue, First-Half 2012
Figure 25:  Total Voice Recording Share of Revenue, First Half 2012
Figure 26:  Total Voice Recording Revenue, Contact Center vs. Non-Contact Center,
                 First-Half 2012
Figure 27:  QM/QA Applications Revenue and Market Share, First-Half 2012 vs.
                 First-Half 2011 Comparison
Figure 28:  QM/QA Application Revenue, First-Half 2012 vs. First-Half 2011
Figure 29:  QM/QA Application Market Share, First-Half 2012
Figure 30:  WFO and Recording Solutions Revenue by Application, First-Half 2012
Figure 31:  WFO and Recording Solutions Application Market Share, First-Half 2012

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 2012 Workforce Optimization (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.