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 Suites vs. Stand-Alone Solutions
5.2 When to Select a Suite
5.3 When to Select a Stand-Alone Application
6. Market Innovation
7. Contact Center Trends and Challenges
7.1 2010 Contact Center Trends
7.2 2010 Contact Center Challenges
7.3 2010 Contact Center Management Opportunities
8. WFO Trends and Challenges
8.1 WFO Trends
8.2 WFO Challenges
9. Analytically-Oriented QA
9.1 The Traditional QA Process
9.2 Analytically-Oriented QA Cycle
9.3 Benefits of Analytically-Oriented QA
9.4 Transitioning to Analytically-Oriented QA
10. Should Speech Analytics Replace Quality Assurance Applications?
11. Payment Card Industry Data Security Standards (PCI-DSS)
11.1 What is PCI-DSS?
11.2 Violation Notification Requirements
11.3 Is PCI-DSS a Law?
11.4 The Implications of PCI-DSS for Contact Centers
11.5 What Are The Most Applicable Standards for Contact Centers?
11.6 How Should Contact Centers Protect Cardholder Information?
11.7 PCI and At-Home Agents and Supervisors
11.8 Final Thoughts
12. WFO Market Share and Activity Analysis
12.1 Total Company GAAP Revenue and Market Share, First-Half 2009
vs. First-Half 2008 (all QM/recording –related vendors)
12.2 Total Contact Center WFO Revenue and Market Share, First-Half
2009 vs. First-Half 2008
12.3. Total Voice Recording Revenue and Market Share for First-Half 2009
12.4 WFO Vendor Market Activity
13. Market Outlook and Projections for 2010 and 2011
13.1 Recording
13.2 Quality Management/Quality Assurance
13.3 Contact Center Performance Management
13.4 Speech Analytics
13.5 Surveying/Enterprise Feedback Management
13.6 eLearning
13.7 Coaching
13.8 Workforce Management
13.9 Desktop Analytics
14. WFO Vendors and Solutions
14.1 Company Snapshot
14.2 Vendor Strategies
14.3 Vendor Offerings and Products
15. Service Delivery Model
15.1 The Future of Hosting for the WFO Market
16. WFO Competitive Landscape/Buyers Guide
17. ROI Analysis
18. Vendor Satisfaction Analysis
19. Packaged Solutions
20. Small and Mid-Sized Solutions
21. Product Futures and Vision
22. Pricing
23. Building a World-Class Quality Assurance Program
23.1 What is Contact Center Quality Assurance?
23.2 Getting Started
23.3 Creating a Quality Assurance Leadership Team
23.4 Implementation Roadmap
24. Implementation Best Practices
24.1 Industry Implementation Best Practices
24.2 Consulting Services/Professional Services
25. Product Functional Analysis
25.1 High-Level Functional Summary
25.2 High-Level Technology and Architecture Summary
25.3 Security
25.4 Workflow
25.5 Agent Evaluations
25.6 Quality Assurance Form Development Environment
25.7 Calibration
25.8 Recording
25.9 Replaying Transactions
25.10 Retrieval and Storage
25.11 System Administration
25.12 eLearning
25.13 Coaching
25.14 Reporting
25.15 Workshops and Training
26. Company Reports
26.1 Aspect
26.2 Calabrio
26.3 CallCopy
26.4 CyberTech International
26.5 Envision
26.6 Interactive Intelligence
26.7 KnoahSoft
26.8 NICE Systems
26.9 OAISYS
26.10 OnviSource
26.11 dvsAnalytics
26.12 Verint Systems
26.13 Voice Print International (VPI)
Appendix A: Quality Management/Liability Recording Vendor Directory
Table of Figures
Figure 1: QM/Liability Recording Market Segments
Figure 2: Workforce Optimization Suites
Figure 3: Contact Center Analytics
Figure 4: Contact Center Trends for 2010
Figure 5: Contact Center Challenges for 2010
Figure 6: Workforce Optimization Trends for 2010
Figure 7: Workforce Optimization Challenges for 2010
Figure 8: Traditional QA Cycle/Workflow
Figure 9: Analytically-Enabled QA Workflow
Figure 10: Benefits of Analytically-Oriented QA Workflows
Figure 11: Steps to Facilitate the Transition to Analytically-Oriented QA
Figure 12: Card Company Annual Transaction Levels
Figure 13: PCI-DSS Scanning and Assessment Requirement Guidelines
Figure 14: Total Company GAAP Revenue and Market Share, First-Half 2009 vs. First-Half
2008 (all QM/recording-related vendors)
Figure 15: Total Contact Center Workforce Optimization Revenue and Market Share,
First-Half 2009 vs. First-Half 2008
Figure 16: Total Voice Recording Revenue and Market Share, First-Half 2009 vs.
First-Half 2008
Figure 17: QM/Recording (WFO) Market Activity
Figure 18: WFO Application Projected Growth Rates for 2010 to 2011
Figure 19: WFO Market Projections for 2010 and 2011
Figure 20: Recording Projections for 2010 and 2011
Figure 21: QM/QA Projections for 2010 and 2011
Figure 22: Performance Management Projections for 2010 and 2011
Figure 23: Speech Analytics Projections for 2010 and 2011
Figure 24: Surveying Projections for 2010 and 2011
Figure 25: eLearning Projections for 2010 and 2011
Figure 26: Coaching Projections for 2010 and 2011
Figure 27: Workforce Management Projections for 2010 and 2011
Figure 28: Desktop Analytics Projections for 2010 and 2011
Figure 29: Company Information
Figure 30: Vendor Strategy
Figure 31: Vendor Offerings and Products
Figure 32: QM/Recording Service Delivery Model
Figure 33: 2009 WFO Suite Product/Execution Positioning
Figure 34: ROI Analysis
Figure 35: Customer Survey Rating Categories
Figure 36: Average Satisfaction Rating by Category
Figure 37: Product Satisfaction Ratings by Customer
Figure 38: Implementation Satisfaction Ratings by Customer
Figure 39: Service and Support Satisfaction Ratings by Customer
Figure 40: Training Satisfaction Ratings by Customer
Figure 41: Professional Services Satisfaction Ratings by Customer
Figure 42: Pricing Satisfaction Ratings by Customer
Figure 43: Innovation and Responsiveness to Product Enhancement Requests
Satisfaction Ratings by Customer
Figure 44: Overall Vendor Satisfaction Ratings by Customer
Figure 45: Packaged Offerings
Figure 46: Small/Mid Sized Solutions
Figure 47: Pricing Ranges by Solution
Figure 48: Pricing Ranges: 250-Seat QA (voice and screen) Recording Application
Figure 49: Pricing – 250-Seat QA (voice and screen) and Recording
Figure 50: Pricing – 250-Seat Coaching Solution
Figure 51: Pricing – 250-Seat eLearning Solution
Figure 52: Pricing – 250-Seat IP Recording Only
Figure 53: Pricing Ranges for a 50-Seat Small/Mid-Sized QM (voice and screen
recording) Solution
Figure 54: Pricing Ranges: Small/Mid-Sized 50-Seat QA Recording (voice and
screen) Solution
Figure 55: Pricing – Small/Mid-Sized 50-Seat QA Recording (voice and screen) Solution
Figure 56: Pricing – Small/Mid-Sized 50-Seat Coaching Solution
Figure 57: Pricing – Small/Mid-Sized 50-Seat eLearning Solution
Figure 58: Pricing – Small/Mid-Sized 50-Seat IP Recording Only
Figure 59: Pricing – Hosted 250-Seat Solution
Figure 60: Pricing – Hosted 50-Seat Solution
Figure 61: Pricing: Managed Service
Figure 62: Quality Assurance Program Development Roadmap
Figure 63: QA Implementation Roadmap
Figure 64: Implementation Analysis
Figure 65: High-Level Functional Summary
Figure 66: High-Level Technology and Architecture Summary
Figure 68: Workflow
Figure 69: Agent Evaluations
Figure 70: QA Form Development Environment
Figure 71: The Calibration Process
Figure 72: Calibration
Figure 73: Recording
Figure 74: Replaying Transactions
Figure 75: Retrieval and Storage
Figure 76: System Administration
Figure 77: eLearning
Figure 78: Coaching
Figure 79: Reporting
Figure 80: Workshops and Training
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.
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