1.    Executive Summary
2.    Introduction
3.    DMG Consulting Research Methodology
       3.1     Report Participation Criteria
4.    Quality Management/Liability Recording Market Segments
5.    Workforce Optimization Suites
       5.1     Suite Building Blocks
       5.2     Back-Office/Branch Workforce Optimization Capabilities
6.    Market Trends and Challenges
       6.1     Trends
       6.2     Challenges
7.    WFO Market Share and Activity Analysis
       7.1     Financial Information Sources
       7.2     Debates About Methodology
       7.3     Financial Information Sources
       7.4     Total Company GAAP Revenue and Market Share, First-Half 2010 vs.
                 First-Half 2009 (all QM/ recording-related vendors)
       7.5     Total Contact Center WFO Revenue and Market Share, First-Half 2010
                 vs. First-Half 2009
       7.6     Total Voice Recording Revenue and Market Share, First-Half 2010 vs.
                 First-Half 2009 Comparison
       7.7     WFO Vendor Market Activity
8.    Market Projections
       8.1     WFO Suite Projections
       8.2     Recording
       8.3     Quality Assurance/Quality Management
       8.4     Speech Analytics Projections
       8.5     Performance Management
       8.6     Surveying
       8.7     Coaching
       8.8     eLearning
       8.9     Workforce Management
       8.10   Desktop Analytics
       8.11   Text Analytics
9.    WFO Vendors and Solutions
       9.1     Vendor Snapshot
       9.2     Vendor Offerings
       9.3     Packaged Offerings
10.  Functional and Technical Differentiators
       10.1   Recording
       10.2   Real-Time Monitoring/Evaluation
       10.3   Multi-Channel QA
       10.4   Analytics-Enabled QA
       10.5   Multi-Channel Analytics
       10.6   Sharing Data between Modules/Making Findings Actionable
       10.7   Workflow
       10.8   Agent Appeal Process
       10.9   PCI-DSS Vendor Functionality
       10.10 Next-Best-Action
       10.11 Pay-for-Performance
       10.12 Calibration
       10.13 Back-Office and Branch Workforce Optimization
11.  Payment Card Industry (PCI) Standards
       11.1   What is PCI-DSS?
       11.2   Impact of PCI-DSS on your Organization
       11.3   Methods of Adhering to PCI-DSS
       11.4   PCI-DSS Vendor Functionality
12. WFO Competitive Landscape
13. Building the Business Case/Return on Investment Analysis
       13.1   Vendor ROI Analysis
14. SaaS in the Contact Center WFO Market
       14.1   SaaS-Based WFO Offerings
       14.2   DMG Consulting Service Delivery Definitions
15. Market Innovation
       15.1   Product Innovation
       15.2   Product Enhancement Track Record
       15.3   Emerging Capabilities
16. Customer Satisfaction Analysis
       16.1   Summary of Survey Findings and Analysis
       16.2   Detailed Survey Findings and Analysis
       16.3   Customer Background and Insight
                 16.3.1 Customer Background
                 16.3.2 Customer Insights
                 16.3.3 Reason for Application Meeting Expectations
17. Pricing
       17.1   Premise-Based Pricing
                 17.1.1 Premise-Based 250-seat Pricing
                 17.1.2 Premise-Based 50-Seat Pricing
       17.2   Hosting and Managed Services Pricing
                 17.2.1 Hosted Solutions Pricing
                 17.2.2 Managed Services Pricing
                 17.2.3 Hosting and Managed Services Pricing – Additional Modules
18. WFO Suite Functional Analysis
       18.1   Recording
       18.2   QM/QA
       18.3   Coaching
       18.4   eLearning
       18.5   Performance Management
       18.6   Surveying
       18.7   Speech Analytics
       18.8   Workforce Management
       18.9   Desktop Analytics
       18.10 Text Analytics
19. Company Reports
       19.1   Aspect
       19.2   Avaya
       19.3   Calabrio
       19.4   CallCopy
       19.5   CyberTech
       19.6   dvsAnalytics, Inc. (formerly TDI)
       19.8   Interactive Intelligence
       19.9   KnoahSoft
       19.10 Nexidia
       19.11 NICE
       19.12 OAISYS
       19.13 OnviSource
       19.14 UTOPY
       19.15 Verint
       19.16 VPI 423
       19.17 ZOOM International
Appendix: Quality Management/Liability Recording Vendor Directory

Table of Figures

Figure 1:           QM/Liability Recording Market Segments
Figure 2:           Workforce Optimization Suite
Figure 3:           Contact Center Desktop Analytics
Figure 4:           The Text Analytics Process Defined
Figure 5:           2011 Workforce Optimization Trends
Figure 6:           2011 WFO Challenges
Figure 7:           Total Company GAAP Revenue and Market Share, First-Half 2010
                         vs. First-Half 2009 Comparison
Figure 8:           Total Contact Center WFO Revenue and Market Share, First-Half
                         2010 vs. First-Half 2009 Comparison
Figure 9:           Total Voice Recording, First-Half 2010 vs. First-Half 2009 Comparison
Figure 10:         Vendor Market Activity of QM/Recording Customers, as of
                         December 31, 2010
Figure 11:         Chart of QM/Recording Customers by Vendor, as of December 31, 2011
Figure 12:         WFO Market Projections, 2010 – 2013
Figure 13:         WFO Suite Market Projections, 2010 – 2013
Figure 14:         Recording Market Projections, 2010 – 2013
Figure 15:         Quality Management Market Projections, 2010 – 2013
Figure 16:         Speech Analytics Market Projections, 2010 – 2013
Figure 17:         Performance Management Market Projections, 2010 – 2013
Figure 18:         Surveying Market Projections, 2010 – 2013
Figure 19:         Coaching Market Projections, 2010 – 2013
Figure 20:         eLearning Market Projections, 2010 – 2013
Figure 21:         Workforce Management Projections, 2010 – 2013
Figure 22:         Desktop Analytics Market Projections, 2010 – 2013
Figure 23:         Text Analytics Market Projections, 2011 – 2013
Figure 24.1:      Company Information
Figure 24.2:      Company Information
Figure 25:         WFO Vendor Product Analysis
Figure 26:         Vendor Packaged Solutions
Figure 27.1:      Solution Differentiation – Multi-Channel QA
Figure 27.2:      Solution Differentiation- Multi-Channel QA
Figure 28:         The New QA Process
Figure 29:         Comparison of Traditional and New QA
Figure 30.1:      Solution Differentiation – Analytics-Enabled QA
Figure 30.2:      Solution Differentiation – Analytics-Enabled QA
Figure 31:         Social Media-Enabled Voice of the Customer Cycle
Figure 32.1:      Solution Differentiation
Figure 32.2:      Solution Differentiation
Figure 33.1:      Solution Differentiation – Sharing data between modules/Making
                         findings actionable
Figure 33.2:      Solution Differentiation – Sharing data between modules/Making
                         findings actionable
Figure 34.1:      Solution Differentiation – Workflow
Figure 34.2:      Solution Differentiation
Figure 35.1:      Solution Differentiation – Next Best Action
Figure 35.2:      Solution Differentiation – Next Best Action
Figure 36.1:      Solution Differentiation – Pay for performance
Figure 36.2:      Solution Differentiation – Pay for performance
Figure 37:         The Calibration Process
Figure 38.1:      PCI DSS Functional Comparison for WFO Vendors
Figure 38.2:      PCI DSS Functional Comparison for WFO Vendors
Figure 39:         2010 WFO Suite Product/Execution Positioning
Figure 40:         Contact Center Quality Assurance Quantitative and Qualitative
                         Benefits Worksheet
Figure 41.1:      ROI (Payback) Analysis by Vendor and Application
Figure 41.2:      ROI (Payback) Analysis by Vendor and Application
Figure 42:         Hosted WFO Applications by Vendor
Figure 43:         Service Delivery Models
Figure 44:         Product Innovation Delivered During 2010
Figure 45:         Fulfillment Status of 2010 Enhancements
Figure 46.1:      Planned Product Enhancement by Category
Figure 46.2:      Planned Product Enhancement by Vendor
Figure 47:         Customer Survey Rating Categories
Figure 48:         Average Satisfaction Ratings, by Category
Figure 49:         Product Satisfaction Ratings by Category
Figure 50:         Product Ease of Configuration/Use/Maintenance Satisfaction Ratings,
                         by Customer
Figure 51:         Product Ease of Integration with Third-Party Applications Satisfaction
                         Ratings, by Customer
Figure 52:         System Flexibility Satisfaction Ratings, by Customer
Figure 53:         Product Feature Set and Functionality Satisfaction Ratings, by Customer
Figure 54:         QM/Recording Feature Set Satisfaction Ratings, by Customer
Figure 55:         User Interface Satisfaction Ratings, by Customer
Figure 56:         System Security Features Satisfaction Ratings, by Customer
Figure 57:         Data Flow Among Suite Modules Satisfaction Ratings, by Customer
Figure 58:         Ability to Support Workflow Automation and Analytics in the QA
                         Process Satisfaction Ratings, by Customer
Figure 59:         Ability to Provide Actionable Insights Satisfaction Ratings, by Customer
Figure 60:         Reporting Satisfaction Ratings, by Customer
Figure 61:         Implementation Satisfaction Ratings, by Customer
Figure 62:         Service and Maintenance Satisfaction Ratings, by Customer
Figure 63:         Training Satisfaction Ratings, by Customer
Figure 64:         Professional Services Satisfaction Ratings, by Customer
Figure 65:         Innovation and Responsiveness to Product Enhancement Requests
                         Satisfaction Ratings, by Customer
Figure 66:         Vendor Communication Satisfaction Ratings, by Customer
Figure 67:         Product Pricing Satisfaction Ratings, by Customer
Figure 68:         Overall Satisfaction Ratings, by Customer
Figure 69:         Which workforce optimization (WFO) modules are you using from
                         your QM/WFO vendor?
Figure 70:         What were your primary reasons for selecting this vendor/product as
                          your QM/recording/(WFO) solution?
Figure 71:         Please tell us why the application met your expectations. 217
Figure 72:         What are the top three to five benefits you have gained from using the
                         QM/WFO solution?
Figure 73:         Verbatims: What does your vendor excel at?
Figure 74:         Verbatims: What can your vendor do better?
Figure 75:         Verbatims: What type of product enhancements would you like to see? Figure 76:         Verbatims: Please feel free to provide any additional comments about
                         your experience with the vendor and/or product.
Figure 77:         Premise-Based Price Ranges by Solution – enterprise, 250-seat
Figure 78:         Premise-Based Price Ranges by Detail – enterprise, 250-seat,
                         recording-only
Figure 79.1:      Premise-Based Pricing Detail – enterprise, 250-seat, recording-only
Figure 79.2:      Premise-Based Pricing Detail – enterprise, 250-seat, recording-only
Figure 80:         Premise-based Pricing Ranges by Detail – enterprise, 250-seat, QA
                         and recording
Figure 81.1:      Premise-based Pricing Detail – enterprise, 250-seat, QA and recording
Figure 81.2:      Premise-based Pricing Detail – enterprise, 250-seat, QA and recording
Figure 82.1:      Premise-Based Pricing Additional Modules – enterprise, 250-seat
Figure 82.2:      Premise-Based Pricing Additional Modules – enterprise, 250-seat
Figure 83:         Premise-Based Price Ranges by Solution – small/mid-size, 50-seat
Figure 84:         Premise-Based Price Ranges by Detail – small/mid-size, 50-seat,
                         recording-only
Figure 85.1:      Premise-Based Pricing Detail – small/mid-size, 50-seat, recording-only
Figure 85.2:      Premise-Based Pricing Detail – small/mid-size, 50-seat, recording-only
Figure 86:         Premise-Based Pricing Ranges by Detail – small/mid-size, 50-seat QA
                         and recording
Figure 87.1:      Premise-Based Pricing Detail – small/mid-size, 50-seat, QA and
                         recording 1
Figure 87.2:      Premise-Based Pricing Detail – small/mid-size, 50-seat, QA and
                         recording
Figure 88.1:      Premise-Based Pricing Additional Modules – small/mid-size, 50-seat
Figure 88.2:      Premise-Based Pricing Additional Modules – small/mid-size, 50-seat Figure 89:         Hosted Pricing – enterprise, 250-seat, recording-only
Figure 90:         Hosted Pricing – enterprise, 250-seat, QA and recording (100% voice
                         and screen)
Figure 91:         Hosted Pricing – small/mid-size, 50-seat, recording-only
Figure 92:         Hosted Pricing – small/mid-size, 50-seat, QA and recording (100%
                         voice and screen)
Figure 93:         Managed Service Pricing – enterprise, 250-seat, recording-only
Figure 94:         Managed Service Pricing – enterprise, 250-seat, QA and recording
                         (100% voice and screen)
Figure 95:         Managed Service Pricing – small/mid-size, 50-seat, recording-only
Figure 96:         Managed Service Pricing – small/mid-size, 50-seat, QA and recording
                         (100% voice and screen)
Figure 97.         Hosted Pricing – additional modules 265
Figure 98.1:      Recording
Figure 98.2:      Recording
Figure 99.1:      QM/QA
Figure 99.2:      QM/QA
Figure 100.1:    Coaching
Figure 100.2:    Coaching
Figure 101.1:    eLearning
Figure 101.2:    eLearning
Figure 102.1:    Performance Management
Figure 102.2:    Performance Management
Figure 103.1:    Surveying
Figure 103.2:    Surveying
Figure 104.1:    Speech Analytics
Figure 104.2:    Speech Analytics
Figure 105.1:    Workforce Management
Figure 105.2:    Workforce Management
Figure 106.1:    Desktop Analytics
Figure 106.2:    Desktop Analytics
Figure 107.1:    Text Analytics
Figure 107.2:    Text Analytics    

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.