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Report Table of Contents

1.    Executive Summary     
2.    Introduction
3.    DMG Consulting Report 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       WFO Suites vs. Best of Breed Applications
       5.3       The Emergence of Back-Office WFO Solutions     
6.    Workforce Optimization Trends and Challenges
7.    Why Contact Centers Should be Responsible for Handling Social Media Interactions
       7.1       Contact Center and Customer Service Uses and Benefits of Social Media
       7.2       Getting Started with Using Social Media for Customer Service
                   Organizations and Contact Centers
       7.3       The Contact Center/Customer Service Social Media Technology Challenge
8.    Analytics Transforms Voice of the Customer
       8.1       Surveying Fatigue Takes its Toll
       8.2       Putting VoC to Work
9.    The Emergence of Real-Time Guidance and Next-Best-Action
       9.1       Vendor Real-Time Guidance and Next-Best- Action Capabilities
10.  Analytics-Enabled Quality Assurance
       10.1     What is Precision Monitoring?
       10.2     Making Precision Monitoring Actionable With Performance Management
       10.3     Benefits of Precision Monitoring
       10.4     Transitioning from Traditional QA to Analytics- Enabled QA
                   (Precision Monitoring)
11.  WFO Market Share and Activity Analysis
       11.1     Financial Information Sources
       11.2     Debates about Methodology
       11.3     Methodology     
       11.4     Total Company GAAP Revenue and Market Share, First-Half 2012
                   vs. First-Half 2011 (all QM/recording-related Vendors)
       11.5     Total Contact Center WFO Revenue and Market Share, First-Half
                   2012 vs. First-Half 2011
       11.6     Total Voice Recording Revenue and Market Share, First-Half 2012
                   vs. First-Half 2011 Comparison
12.  WFO Market Projections
       12.1     Contact Center WFO Projections for 2012 – 2015
       12.2     Contact Center WFO Suite Projections
       12.3     Back-Office/Branch WFO Market Projections
13.  Payment Card Industry-Data Security Standard
       13.1     Methods of Adhering to PCI-DSS
       13.2     Vendor Capabilities for Adhering to PCI-DSS
14.  Gamification
15.  WFO Vendors and Solutions
       15.1     WFO Vendors     
       15.2     Vendor Products
       15.3     Packaged Offerings
16.  Service Delivery Models
       16.1     DMG Service Delivery Definitions
       16.2     Vendor Service Delivery Options
17.  The Role of the Cloud for WFO Solutions
       17.1     Momentum of the Cloud-Based Market
18.  Functional and Technical Suite Differentiators
       18.1     Multi-Channel QA
       18.2     Multi-Channel Analytics
       18.3     Sharing Data Between Modules
       18.4     Making Findings Actionable
       18.5     Workflow     
       18.6     First Contact Resolution
       18.7     Pay-for-Performance     
       18.8     Back-Office Workforce Optimization     
19.  Competitive Landscape     
       19.1     Contact Center WFO Vendor Positioning     
       19.2     Will NICE and Verint Merge?
20.  Return on Investment     
21.  Market Innovation     
       21.1     New Product Features     
       21.2     Emerging Capabilities     
22.  WFO Vendor Satisfaction Analysis     
       22.1     Summary of Survey Findings and Analysis     
       22.2     Detailed Survey Findings and Analysis     
                   22.2.1     Product Satisfaction by Sub-Category
                   22.2.2     Vendor Satisfaction by Sub-Category and Customer
       22.3     Customer Background and Insight
                   22.3.1     Customer Background
                   22.3.2     Reason for Application Meeting Expectations
23.  WFO Suite High-Level Functional Analysis
24.  WFO Suite Detailed Functional Analysis
       24.1     Recording
       24.2     Quality Assurance/Quality Management     
       24.3     Coaching     
       24.4     eLearning     
       24.5     Performance Management     
       24.6     Surveying/Voice of the Customer     
       24.7     Speech Analytics     
       24.8     Workforce Management     
       24.9     Desktop Analytics     
       24.10   Text Analytics     
       24.11   Alerts, Reporting and Analytics
       24.12   Security
25.  Pricing     
       25.1     Premise-Based Price Ranges by Solution
       25.2     Premise-Based Pricing; 250-Seat Enterprise Solution
       25.3     Premise-Based SMB Price Ranges by Solution
       25.4     Premise-Based SMB Pricing
       25.5     Cloud-Based/Hosted Pricing
       25.6     Cloud/Hosted-Based SMB Pricing
       25.7     Managed Service Pricing
       25.8     Managed Service SMB Pricing
26.  Company Reports
       26.1     Aspect
       26.2     Avaya     
       26.3     Calabrio
       23.4     CallCopy     
       26.5     dvsAnalytics, Inc.     
       26.6     Interactive Intelligence     
       26.7     KnoahSoft     
       26.8     NICE Systems     
       26.9     OAISYS     
       26.10   OnviSource     
       26.11   TelStrat
       26.12   Verint Systems     
       23.13   Voice Print International (VPI)     
       26.14   ZOOM International
Appendix: Quality Management/Liability Recording Vendor Directory

Table of Figures
Figure 1:         Historical QM/Liability Recording Market Segments
Figure 2:         Workforce Optimization Suite     
Figure 3:         Suite Functional Building Blocks
Figure 4:         Back-Office Workforce Optimization Suites     
Figure 5:         Contact Center WFO Trends     
Figure 6:         Contact Center WFO Challenges     
Figure 7:         Contact Center and Customer Service Uses and Benefits of Social Media
Figure 8:         The New Voice of the Customer Concept, Multi-Channel Analytics     
Figure 9:         The Contact Center of the Future     
Figure 10:       Vendor Real-Time Guidance Capabilities and Next-Best-Action
                      Capabilities     
Figure 11:       The Precision Monitoring Process     
Figure 12:       Making Analytics Actionable with Performance Management     
Figure 13:       Benefits of Precision Monitoring     
Figure 14:       Total Company GAAP Revenue and Market Share, First-Half 2012
                      vs. First-Half 2011 Comparison     
Figure 15:       Total Contact Center WFO Revenue and Market Share, First-Half 2012
                      vs. First-Half 2011 Comparison     
Figure 16:       Total Voice Recording, First-Half 2012 vs. First-Half 2011 Comparison
Figure 17:       Hot Applications for 2013 – 2014     
Figure 18:       Contact Center WFO Application Projections, 2012 - 2015     
Figure 19:       Contact Center WFO Suite Projections, 2012 - 2015     
Figure 20:       Back-Office/Branch WFO Suite Projections, 2012 - 2015     
Figure 21:       PCI Capabilities     
Figure 22:       Vendor PCI DSS Capabilities     
Figure 23.1:    Company Information, as of November 30, 2012     
Figure 23.2:    Company Information, as of November 30, 2012     
Figure 24:       Product Modules     
Figure 25:       Packaged Offerings     
Figure 26:       DMG’s Service Delivery Model Definitions     
Figure 27.1:    WFO Suite Delivery Models     
Figure 27.2:    WFO Suite Delivery Models     
Figure 28.1:    Multi-Channel QA     
Figure 28.2:    Multi-Channel QA     
Figure 29.1:    Multi-Channel Analytics     
Figure 29.2:    Multi-Channel Analytics     
Figure 30.1:    Sharing Data Between Modules     
Figure 30.2:    Sharing Data between Modules     
Figure 31.1:    Making Findings Actionable     
Figure 31.2:    Making Findings Actionable     
Figure 32.1:    Workflow     
Figure 32.2:    Workflow     
Figure 33.1:    FCR     
Figure 33.2:    FCR     
Figure 34.1:    Pay-for-Performance     
Figure 34.2:    Pay-for-Performance     
Figure 35.1:    Back-office Workforce Optimization     
Figure 35.2:    Back-Office Workforce Optimization     
Figure 36:       2013 WFO Suite Product/Execution Positioning     
Figure 37:       ROI by Module     
Figure 38:       New Product Features, by Category     
Figure 39:       Emerging Capabilities     
Figure 40:       Customer Survey Rating Point Scale     
Figure 41:       Average Satisfaction Ratings, by Category     
Figure 42:       Product Satisfaction Ratings, by Category     
Figure 43:       Product Ease of Configuration/Use/Maintenance Satisfaction Ratings,
                      by Customer     
Figure 44:       Product Ease of Integration With Third-Party Applications Satisfaction                            Ratings, by Customer     
Figure 45:       Recording Feature Set Satisfaction Ratings, by Customer     
Figure 46:       QM Feature Set Satisfaction Ratings, by Customer     
Figure 47:       Coaching Capabilities Satisfaction Ratings, by Customer     
Figure 48:       Supervisor Interface Satisfaction Ratings, by Customer     
Figure 49:       Agent Interface Satisfaction Ratings, by Customer     
Figure 50:       Security Features Satisfaction Ratings, by Customer     
Figure 51:       Ability to Share Data Between Suite Modules Satisfaction Ratings,
                      by Customer     
Figure 52:       Ability to Automate the QA Process with Analytics Satisfaction Ratings,
                      by Customer     
Figure 53:       Reporting Satisfaction Ratings, by Customer     
Figure 54:       Real-Time Reporting Satisfaction Ratings, by Customer     
Figure 55:       Dashboards Satisfaction Ratings, by Customer     
Figure 56:       Selection and Feature Sets of Optional Add-On Suite Modules
                      Satisfaction Ratings, by Customer
Figure 57:       Suite Breadth of Functionality Satisfaction Ratings, by Customer     
Figure 58:       Implementation Satisfaction Ratings, by Customer
Figure 59:       Training Satisfaction Ratings, By Customer
Figure 60:       Professional Services Satisfaction Ratings, by Customer
Figure 61:       On-going Service and Support Satisfaction Ratings, by Customer     
Figure 62:       Product Innovation Satisfaction Ratings, by Customer
Figure 63:       Responsiveness to Product Enhancement Requests Satisfaction Ratings,
                      by Customer
Figure 64:       Vendor Communication Satisfaction Ratings, by Customer
Figure 65:       Pricing Satisfaction Ratings, by Customer
Figure 66:       Overall Vendor Satisfaction Ratings, by Customer
Figure 67:       Which workforce optimization (WFO) modules are you using from your                            QM/WFO vendor?     
Figure 68:       What channels do you use your WFO vendor to support?     
Figure 69:       What were your top 3 to 5 primary reasons for selecting this
                      vendor/product as your QM/recording (WFO) solution?     
Figure 70:       Please tell us why the solution met your expectations.     
Figure 71:       What are the top three to five benefits you have gained from using the                            QM/recording (WFO) solution?     
Figure 72:       What does your vendor excel at?
Figure 73:       What can your vendor do better?
Figure 74:       What type of product enhancements would you like to see?
Figure 75:       Please feel free to provide any additional comments about your experience                       with the vendor and/or product.
Figure 76.1:    High-Level WFO Suite Capabilities
Figure 76.2:    High-Level WFO Suite Capabilities
Figure 77.1:    Recording
Figure 77.2:    Recording
Figure 78.1:    Quality Assurance (QA)/Quality Management (QM)
Figure 78.2:    Quality Assurance (QA)/Quality Management (QM)
Figure 79.1:    Coaching
Figure 79.2:    Coaching
Figure 80.1:    eLearning
Figure 80.2:    eLearning
Figure 81.1:    Performance Management
Figure 81.2:    Performance Management     
Figure 82.1:    Surveying/Voice of the Customer (VoC)
Figure 82.2:    Surveying/Voice of the Customer (VoC)
Figure 83.1:    Speech Analytics
Figure 83.2:    Other Modules within Your WFO Suite: Speech Analytics
Figure 84.1:    Workforce Management
Figure 84.2:    Workforce Management
Figure 85:       Desktop Analytics Defined
Figure 86.1:    Desktop Analytics     
Figure 86.2:    Desktop Analytics     
Figure 87.1:    Text Analytics
Figure 87.2:    Text Analytics
Figure 88.1:    Alerts, Reporting and Analytics
Figure 88.2:    Alerts, Reporting and Analytics
Figure 89.1:    System Security
Figure 89.2:    System Security
Figure 90:       Enterprise Premise-Based Price Ranges By Solution
Figure 91.1:    Premise-Based Pricing: 250-Seat, Recording Only
Figure 91.2:    Premise-Based Pricing: 250-Seat, Recording Only
Figure 92.1:    Premise-Based Pricing: 250-Seat, QA and Recording
                      (100% voice and screen)
Figure 92.2:    Premise-Based Pricing: 250-Seat, QA and Recording
                      (100% voice and screen)
Figure 93:       Premise-Based Pricing: 250-Seat, Add-on Price for Coaching
Figure 94:       Premise-Based Pricing: 250-Seat, Add-on price for eLearning
Figure 95:       SMB Premise-Based Price Ranges By Solution
Figure 96.1:    Premise-Based Pricing: 50-Seat, Recording Only
Figure 96.2:    Premise-Based Pricing: 50-Seat, Recording Only
Figure 97.1:    Premise-Based Pricing: 50-Seat, QA and recording
                      (100% voice and screen)
Figure 97.2:    Premise-Based Pricing: 50-Seat, QA and recording
                      (100% voice and screen)
Figure 98:       Premise-Based Pricing: 50-Seat, Add-on Price for Coaching     
Figure 99:       Premise-Based Pricing: 50-Seat, Add-on price for eLearning
Figure 100:     Hosted Pricing: 250-Seat, Recording Only Solution
Figure 101:     Hosted Pricing: 250-Seat, QA and recording (100% voice and screen)     
Figure 102:     Hosted Pricing: 250-Seat, QA, Recording (100% voice
                      and screen) and Coaching
Figure 103:     Hosted Pricing: 250-Seat, QA, Recording (100% voice
                      and screen) and eLearning
Figure 104:     Hosted Pricing: 50-Seat, Recording Only Solution
Figure 105:     Hosted Pricing: 50-Seat, QA and Recording (100% voice and screen)
Figure 106:     Hosted Pricing: 50-Seat, QA, Recording (100% voice and
                      screen) and Coaching
Figure 107:     Hosted Pricing: 50-Seat, QA, Recording (100% voice and
                      screen) and eLearning
Figure 108:     Managed Service Pricing: 250-Seat, Recording Only Solution
Figure 109:     Managed Service Pricing: 250-Seat, QA and Recording (100% voice
                      and screen)
Figure 110:     Managed Service Pricing: 250-Seat, QA, Recording (100% voice and                            screen) and Coaching
Figure 111:     Managed Service Pricing: 250-Seat, QA, Recording (100% voice and                            screen) and eLearning
Figure 112:     Managed Service Pricing: 50-Seat, Recording Only Solution
Figure 113:     Managed Service Pricing: 50-Seat, QA, Recording
                      (100% voice and screen)
Figure 114:     Managed Service Pricing: 50-Seat, QA, Recording (100% voice and
                      screen) and Coaching
Figure 115:     Managed Service Pricing: 50-Seat, QA, Recording (100% voice and
                      screen) and eLearning

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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