1. In This Report
2. Introduction
3. Quality Management/Liability Recording Market Segments
4. Market Outlook and Projections
5. QM/Recording (WFO) Market Share Analysis
5.1 First-Half 2007 vs. First-Half 2006 QM/Recording (WFO) Revenue
and Market Share (excluding video, infrastructure, search and unrelated)
6. Penetration Rate for QM/Recording Solutions
7. Contact Center Trends
8. QM/Liability Recording Trends
9. Payment Card Industry (PCI) Security Standards
10. Small/Mid-Size Solutions
11. Quality Management/Liability Recording (WFO) Suites
11.1 QM/Recording Suite Components
11.2 Suites vs. Stand-Alone Solutions
11.3 What is Next for QM/Recording (WFO) Suites
12. High-Level Company Summaries
13. Vendor Strategies
14. QM Recording (WFO) Competitive Landscape (Buyers Guide)
14.1 Vendor Competitive Analysis
15. Vendor Satisfaction Survey
16. ROI Analysis
17. Service Delivery Models
18. Pricing
19. Implementation Analysis
20. Implementation Best Practices
21. Product Functional Analysis
21.1 High-Level Functional Summary
21.2 High-Level Technology Architecture Summary
21.3 Security
21.4 Administration
21.5 Recording/Logging
21.6 Retrieval and Storage
21.7 Quality Monitoring Environment
21.7.1 Quality Monitoring: Evaluation Form Development
21.7.2 Agent Evaluations
21.7.3 Replaying Transactions
21.7.4 Screen Capture
21.7.5 Calibration
21.8 eLearning
21.9 Coaching
21.10 Reporting
22. Company Reports
22.1 Aspect
22.2 Autonomy etalk
22.3 CallCopy
22.4 Envision
22.5 Interactive Intelligence
22.6 KnoahSoft
22.7 NICE Systems
22.8 OnviSource
22.9 Telrex
22.10 Verint Systems (Verint Systems and Witness Systems)
22.11 VirtualLogger
22.12 VPI (Voice Print International)
22.13 Wygant, a TeleDirect International Company
23. Appendix A: Customer Satisfaction Survey
24. Appendix B: Quality Management/Liability Recording Vendor Directory
Table of Figures
Figure 1: QM/Liability Recording Market Segments
Figure 2: Total Company GAAP Revenue Growth, Four-Year Trends
2003 – 2006
Figure 3: QM/Recording Projected Growth Rates for 2008 and 2009
Figure 4: Projected Decline Rate for TDM-based Recording
Figure 5: Projected Growth Rate for IP-Based Recording
Figure 6: Projected Growth Rate for QA/QM Applications
Figure 7: Projected Growth Rate for CCPM Applications
Figure 8: Projected Growth Rate for eLearning Applications
Figure 9: Projected Growth Rate for Coaching Applications
Figure 10: Projected Growth Rate for Surveying Applications
Figure 11: Projected Growth Rate for Speech Analytics Applications
Figure 12: Projected Growth Rate for WFM Applications
Figure 13: Total Company First-Half 2007 vs. First-Half 2006 GAAP Revenue
and Market Share (all QM/Recording-related vendors)
Figure 14: Total Company Pro Forma First-Half 2007 vs. First-Half 2006 GAAP
Revenue and Market Share (all QM/Recording-related vendors)
Figure 15: First-Half 2007 vs. First-Half 2006 QM/Recording (WFO) Revenue and
Market Share (excluding video, infrastructure, search and unrelated)
Figure 16: First-Half 2007 vs. First-Half 2006 QM/Recording (WFO) Pro Forma
Revenue and Market Share (excluding video, infrastructure,
search
and unrelated)
Figure 17: Estimated Penetration Rates for Recording and QM Applications in
North America
Figure 18: Contact Center Trends for 2008
Figure 19: QM/Liability Recording Trends for 2008
Figure 20.1: Small/Mid-Size Solutions
Figure 20.2: Small/Mid-Size Solutions
Figure 21: QM/Recording (WFO) Suites
Figure 22: New Contact Center Analytics Applications
Figure 23.1: Company Snapshot
Figure 23.2: Company Snapshot
Figure 24: Vendor Strategy
Figure 25: QM/Liability Recording (WFO) Contact Center Market,
Product/Execution Positioning, as of November 2007
Figure 26: Customer Survey Rating Categories
Figure 27: Average Satisfaction Rating by Category
Figure 28: Average Satisfaction Rating by Category, 2006 vs. 2007
Comparison
Figure 29: Average Satisfaction Rating by Vendor and Category, 2006 vs. 2007
Comparison
Figure 30: Product Satisfaction Ratings by Customer
Figure 31: Implementation Satisfaction Rating by Customer
Figure 32: Service and Maintenance Satisfaction Rating by Customer
Figure 33: Training Satisfaction Rating by Customer
Figure 34: Professional Services Satisfaction Rating by Customer
Figure 35: Overall Vendor Satisfaction Rating by Customer
Figure 36.1: ROI Analysis
Figure 36.2: ROI Analysis
Figure 37.1: Service Delivery Model
Figure 37.2: Service Delivery Model
Figure 38: Pricing Ranges by Solution
Figure 39: Pricing Ranges: QM/Recording Applications
Figure 40: Pricing Ranges: IP Recording Solutions
Figure 41: Pricing Ranges: Coaching Applications
Figure 42.1: Pricing: QA/Recording Applications
Figure 42.2: Pricing: QA/Recording Applications
Figure 43.1: Pricing: IP Recording Solutions
Figure 43.2: Pricing: IP Recording Solutions
Figure 44.1: Pricing: Coaching Applications
Figure 44.2: Pricing: Coaching Applications
Figure 45.1: Implementation Analysis
Figure 45.2: Implementation Analysis
Figure 46.1: Implementation Best Practices
Figure 46.2: Implementation Best Practices
Figure 47.1: High-Level Functional Summary
Figure 47.2: High-Level Functional Summary
Figure 48.1: High-Level Technology Architecture Summary
Figure 48.2: High-Level Technology Architecture Summary
Figure 49.1: Security
Figure 49.2: Security
Figure 50.1: System Administration
Figure 50.2: System Administration
Figure 51.1: Recording/Logging
Figure 51.2: Recording/Logging
Figure 52.1: Retrieval and Storage
Figure 52.2: Retrieval and Storage
Figure 53.1: Evaluation Form Development Environment
Figure 53.2: Evaluation Form Development Environment
Figure 54.1: Agent Evaluations
Figure 54.2: Agent Evaluations
Figure 55.1: Replaying Transactions
Figure 55.2: Replaying Transactions
Figure 56.1: Screen Capture
Figure 56.2: Screen Capture
Figure 57.1: Calibration
Figure 57.2: Calibration
Figure 58.1: eLearning
Figure 58.2: eLearning
Figure 59.1: Coaching
Figure 59.2: Coaching
Figure 60.1: Reporting
Figure 60.2: Reporting
Figure 61: Autonomy etalk Company Information
Figure 62: Autonomy etalk Financial Summary
Figure 62: Autonomy etalk Sales Model
Figure 63: Autonomy etalk Service Delivery Model
Figure 64: Autonomy etalk Contact Center Products
Figure 65: Autonomy etalk High-Level Technology Architecture Summary
Figure 66: Autonomy etalk High-Level Functional Summary
Figure 67: Autonomy etalk Pricing: QA/Recording
Figure 68: Autonomy etalk Pricing: IP Recording
Figure 69: Autonomy etalk Pricing: Coaching
Figure 70: Autonomy etalk Fulfillment Status of 2006 Enhancements
Figure 71: CallCopy Company Information
Figure 72: CallCopy Financial Overview
Figure 73: CallCopy Sales Model
Figure 74: CallCopy Service Delivery Model
Figure 75: CallCopy Contact Center Products
Figure 76: CallCopy High-Level Technology Architecture Summary
Figure 77: CallCopy High-Level Functional Summary
Figure 78: CallCopy Pricing: QA/Recording
Figure 79: CallCopy Pricing: IP Recording
Figure 80: NICE Company Information
Figure 81: NICE Financial Summary
Figure 82: NICE Sales Model
Figure 83: NICE Service Delivery Model
Figure 84: NICE Contact Center Product Information
Figure 85: NICE High-Level Technology Architecture Summary
Figure 86: NICE High-Level Functional Summary
Figure 87: NICE Pricing – QA/Recording
Figure 88: NICE Pricing: IP Recording
Figure 89: NICE Pricing: Coaching
Figure 90: NICE Fulfillment Status of 2006 Enhancements
Figure 91: OnviSource Company Information
Figure 92: OnviSource Financial Summary
Figure 93: OnviSource Sales Model
Figure 94: OnviSource Service Delivery Model
Figure 95: OnviSource Contact Center Products
Figure 96: OnviSource High-Level Technology Architecture Summary
Figure 97: OnviSource High-Level Functional Summary
Figure 98: OnviSource Pricing: QA/Recording
Figure 99: OnviSource Pricing: IP Recording
Figure 100: Verint Company Information
Figure 101: Verint/Witness Financial Summary
Figure 102: Verint/Witness Sales Model
Figure 103: Verint/Witness Service Delivery Model
Figure 104: Verint Contact Center Products
Figure 105: Verint Product Map
Figure 106: Witness/Verint Contact Center Products
Figure 107: Verint/Witness High-Level Technology Architecture Summary
Figure 108: Verint/Witness High-Level Functional Summary
Figure 109: Verint/Witness Pricing: QA/Recording
Figure 110: Verint/Witness Pricing: IP Recording
Figure 111: Verint/Witness Pricing: Coaching
Figure 112: Verint Fulfillment Status of 2006 Enhancements
Figure 113: Witness Fulfillment Status of 2006 Enhancements
Figure 114: VPI Company Information
Figure 115: VPI Financial Summary
Figure 116: VPI Sales Model
Figure 117: VPI Service Delivery Model
Figure 118: VPI Contact Center Products
Figure 119: VPI High-Level Technology Architecture Summary
Figure 120: VPI High-Level Functional Summary
Figure 121: VPI Pricing: QA/Recording
Figure 122: VPI Pricing: IP Recording
Figure 123: VPI Pricing: Coaching with Activ! Intelligence
Figure 124: VPI Pricing: Coaching Only
Figure 125: VPI Fulfillment Status of 2006 Enhancements
Figure 126: TeleDirect Company Information
Figure 127: TeleDirect Financial Summary
Figure 128: TeleDirect Sales Model
Figure 129: TeleDirect Service Delivery Model
Figure 130: TeleDirect Contact Center Products
Figure 131: TeleDirect High-Level Technology Architecture Summary
Figure 132: TeleDirect High-Level Functional Summary
Figure 133: TeleDirect Pricing: QA/Recording
Figure 134: TeleDirect Pricing: IP Recording
Figure 135: TeleDirect Fulfillment Status of 2006 Enhancements
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 Quality Management/Liability Recording Product and Market Report contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.
 |
