Since 2004, DMG Consulting’s Quality Management/Liability Recording (Workforce Optimization - WFO) Product and Market Report has been hailed as the definitive guide to this dynamic growth market. The 2010 – 2011 Quality Management/Liability Recording (WFO) Product and Market Report delivers an in-depth and timely analysis of the market, competitive landscape, product capabilities and functionality, pricing comparisons, vendor strengths and weaknesses, and the trends that impact and drive innovation and buying decisions. The Report presents findings from DMG Consulting’s comprehensive customer satisfaction survey, and provides valuable end-user insights on products, implementations, professional services, support, vendor innovations, vendor responsiveness to product enhancement requests, and more. The Report also includes:

• Overview, outlook, trends, challenges and projections for the WFO market and each of its ten individual applications: recording, QM, coaching, eLearning, performance management, speech analytics, surveying, workforce management, desktop analytics and text analytics
• The truth about the eight biggest WFO market misconceptions
• A comprehensive Market Directory, and so much more

This Flagship Report Sets the Industry Standard for Thorough and Reliable Data for Vendors and End Users

The 445-page Report covers 18 vendors in total, and features detailed product and company assessments for the top 13 leaders and contenders: Aspect, Avaya, Calabrio, CallCopy, dvsAnalytics, Interactive Intelligence, KnoahSoft, NICE, OAISYS, OnviSource, Verint, VPI and Zoom. Five vendors – Cybertech, Genesys, inContact, Nexidia and UTOPY – are also addressed at a high level. The 2010-2011 Quality Management/Liability Recording (WFO) Product and Market Report is essential for all contact center managers looking to make the right technology and vendor selection for their contact center. This Report helps you:

• Obtain the most timely, accurate, in-depth information on vendors, products, planned innovation, pricing and market data
• Compare the functionality, innovation, strengths and weaknesses of leading and contending vendors’ solutions, side-by-side
• Learn how product and vendor strengths can impact and enhance your contact center operating environment
• Understand the updated Payment Card Industry Data Security Standard (PCI-DSS), learn what its requirements mean to your business, and assess the PCI compliance capabilities of the top 13 WFO vendors
• See how current users rate the leaders and contenders on products, implementations, support, professional services, training, and more.

Read the Report Abstract Review the Table of Contents Ask a Question Via Email Purchase the Report You can purchase the entire 2010 - 2011 Quality Management/Liability Recording (WFO) Product and Market Report online. If you'd like to order a stand-alone company report for a specific vendor, the complete vendor analysis, the market share analysis, or a particular segment of the Report, please contact Deborah Navarra at 516-628-1098.

About DMG Consulting

DMG Consulting LLC is the leading analyst firm in the telephony, contact center and analytics markets and the foremost provider of market research and consulting services for contact centers. Our areas of expertise include quality management (QM), liability recording, performance management, workforce management, speech analytics, surveying/feedback, coaching, eLearning, desktop analytics and text analytics. We dedicate over 10,000 hours annually to original, fact-based market research, analyzing the vendors, offerings and best practices in these dynamic markets.