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2005 Brings Breakthroughs in Contact Center Quality Management and Liability Recording Market

2005 Brings Breakthroughs in Contact Center Quality Management and Liability Recording Market

2005 Brings Breakthroughs in Contact Center Quality Management and Liability Recording Market

2/22/2005

      

WEST ORANGE, NJ – February 22, 2005-DMG Consulting LLC™, a leading provider of customer-focused business strategy, operations, and technology services, has published the 2005 Quality Management/Liability Recording Product and Market Report™. This leading industry publication provides a complete analysis of the QM and liability recording market, vendors, and products from an end-user perspective.

“This comprehensive Report provides the most up-to-date, in-depth, and objective analysis of the vendors and products driving this rapidly growing market,” said Donna Fluss, Principal of DMG Consulting LLC. “The Report is essential for all contact centers looking to improve productivity and effectiveness, increase customer satisfaction and loyalty, enhance quality, and grow revenue.”

DMG Consulting forecasts unprecedented growth in all segments of the greater QM and liability recording market in 2005, driven by market innovation and compelling product offerings. The overall QM/liability recording market will grow by 12.5%, from $817 million in 2004 to $919 million in 2005. The fast-growing contact center sector is expected to increase by 14%, from $471 million to $536 million. This year will see the significant adoption of speech analytics, performance management, surveying, and coaching offerings as traditional QM vendors expand further into the enterprise. DMG Consulting also expects 2005 to be a landmark year for VoIP recording, with at least a 100% increase in market penetration.

“Any company that hasn’t purchased or upgraded its quality management application during the past three years should take a serious look at the new offerings in the market,” Fluss said. “This groundbreaking report empowers companies with the vendor, product, pricing, and market information they need to make an optimal investment decision that yields a rapid ROI.”

The 2005 Quality Management/Liability Recording Product and Market Report features 30 vendors, including in-depth profiles of market leaders Dictaphone, Envision, etalk, NICE Systems, Verint Systems, and Witness Systems, as well as two emerging vendors: Magnetic North and VoiceLog. The timely research was conducted between October 2004 and February 2005. The report includes:

  • Trends driving buying decisions in the transitioning QM/liability recording market
  • Analysis of emerging performance management, speech analytics, eLearning, coaching, and surveying offerings
  • Product pricing
  • In-depth company and product reviews for leading and emerging vendors
  • Market share analysis
  • Comprehensive market directory

To learn more about the 2005 Quality Management/Liability Recording Product and Market Report, or to order a copy, go to www.dmgconsult.com or contact David Spindel at 917-521-0793 or david.spindel@dmgconsult.com. Interested parties can purchase the entire Report, the complete Vendor Analysis or individual Company Reports.


About DMG Consulting LLC
DMG Consulting LLC delivers customer-focused business strategy, operations, and technology for Global 2000 and emerging companies such as MCI, Nortel Networks, RealNetworks, Stride Rite, J. Jill Group, HBCS, and Roadway Express. The company publishes industry-leading research on contact centers, offshore outsourcing, and real-time analytics. DMG Consulting LLC is a registered trademark of DMG Consulting LLC, protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners.

CONTACT:
David Spindel
DMG Consulting LLC
917-521-0793
david.spindel@dmgconsult.com
www.dmgconsult.com