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DMG Consulting LLC Publishes First Comprehensive Report on Quality Management / Liability Recording Market

DMG Consulting LLC Publishes First Comprehensive Report on Quality Management / Liability Recording Market

DMG Consulting LLC Publishes First Comprehensive Report on Quality Management / Liability Recording Market

2/10/2004

      

WEST ORANGE, NJ-February 10, 2004-DMG Consulting LLC, a leading provider of customer-focused business strategy, operations and technology services, has published the premier 2004 Quality Management/Liability Recording Product and Market Report. This is the first industry report to provide a complete overview of the QM and liability recording market, vendors and products from the perspective of end users and companies planning to invest in this contact center technology.

“This comprehensive report provides the most up-to-date, in-depth insightful research on the products available in this dynamic growth market,” said Donna Fluss, Principal of DMG Consulting LLC. “It is the must-have report for all contact centers that want to improve their operations and best practices with QM, performance management and analytics.”

The QM and liability recording market is poised for growth, according to the report, because these applications, when properly deployed, offer a quantifiable return on investment of just three to six months.

“We forecast sales of QM and liability recording solutions to grow by 8% to 12% and 10% to 15% respectively in 2004, with even greater growth in 2005,” said Fluss. “Even more exciting, is the projected growth for performance management, analytics and eLearning applications in the next two years, all of which the report covers in-depth.”

In 2004, DMG Consulting LLC predicts increased consolidation among the more than 25 competitors in this market. The report also reveals these factors driving and shaping the QM/liability recording market: new legislation, contact centers becoming profit centers, the centralization of QM functions, replacement of outdated logging equipment, and the rise of eLearning, performance management and analytics applications.

DMG Consulting LLC believes that the convergence of QM, logging, eLearning, performance management and analytics will increasingly help contact centers deliver on their mantra of “doing more with less,” while continuing to open up and share customer data with peers in sales, marketing and other operating areas.

The 2004 Quality Management/Liability Recording Product and Market Report features 25 vendors, including in-depth profiles of market leaders such as Envision, etalk, NICE, Verint and Witness, as well as emerging player Magnetic North. The research was conducted between November 2003 and January 2004. The report includes:

  • An overview of the contact center and quality management/liability recording markets, including trends influencing these markets
  • Detailed corporate, functional and technical comparisons of the top vendors
  • Product pricing summary
  • In-depth company and product reviews for the top vendors
  • Market projections

To learn more about the 2004 Quality Management/Liability Recording Product and Market Report, or to order a copy, go to www.dmgconsult.com. Interested parties may purchase the entire report or vendor-specific reports.


About DMG Consulting LLC

DMG Consulting LLC delivers customer-focused business strategy, operations and technology for Global 2000 and emerging companies such as Nortel Networks, PeopleSoft, RealNetworks, Stride Rite, NICE and Roadway Express.

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:
DMG Consulting LLC
info@dmgconsult.com