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DMG CONSULTING LLC PUBLISHES IN-DEPTH ANALYST REPORT ON BILLION DOLLAR QUALITY MANAGEMENT/LIABILITY RECORDING MARKET

DMG CONSULTING LLC PUBLISHES IN-DEPTH ANALYST REPORT ON BILLION DOLLAR QUALITY MANAGEMENT/LIABILITY RECORDING MARKET

DMG CONSULTING LLC PUBLISHES IN-DEPTH ANALYST REPORT ON BILLION DOLLAR QUALITY MANAGEMENT/LIABILITY RECORDING MARKET

9/20/2006

      

West Orange, NJ – September 20, 2006— DMG Consulting LLC, the leading provider of contact center and real-time analytics market research and consulting services, has published the 2006 – 2007 Quality Management/Liability Recording Product and Market Report. This comprehensive 400-page document is the only complete analysis of the QM/liability recording markets, vendors, products, pricing and market share written from the end-user perspective.

“It’s been a wonderful three-year run for QM/recording suites and complementary modules, contact center performance management, speech analytics, surveying and coaching,” notes Donna Fluss, Principal of DMG Consulting and the Report’s author. “These suites keep getting better. Vendors large and small have found the formula for success – giving end-user organizations the capabilities they need and want to manage their businesses.”

2005 was a landmark year for the QM/recording market, breaking the billion dollar threshold. The market increased by a strong 10.3% to $1.025 billion. DMG Consulting projects that by the end of 2006, the overall market will reach $1.122 billion, reflecting a brisk 9.5% growth rate. Market growth is expected to continue at 9% during 2007. “The QM/recording market is robust and the future looks promising. These products have an increasing value proposition and great benefits for end users. Sales of QM applications are expected to grow by 12.5% in 2006 and 10% in 2007,” predicts Fluss. “Even more exciting is the projected growth of VoIP, performance management, surveying and coaching applications in the next two years, which we cover thoroughly in this Report.”

“The QM/recording vendors get it,” says Fluss. “They’re offering suites that have multiple benefits, helping contact centers increase productivity, improve the customer experience and generate incremental revenue. They’re also providing innovative analytics modules that can be used outside the contact center to enhance the performance of the entire enterprise.”

The 2006 – 2007 Quality Management/Liability Recording Product and Market Report features more than 40 vendors, including in-depth profiles of market leaders and contenders, such as Envision, etalk, NICE, Verint, VirtualLogger, Voice Print, Witness and Wygant. It also covers new solutions from contact center infrastructure and stand-alone vendors.

To learn more about the 2006 – 2007 Quality Management/Liability Recording Product and Market Report, or to order a copy, go to www.dmgconsult.com or contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You can purchase the entire Report, the complete Vendor Analysis, individual Company Reports or the Market Share Analysis.

About DMG Consulting LLC

DMG Consulting LLC is a strategic advisor to companies large and small. Our mission is to help companies build effective contact center and service environments that provide an outstanding customer experience. We achieve this goal by helping our clients leverage technology, process and people to optimize operational efficiency, sales and profits. Our actionable strategies and tactics effect change in clients’ internal process and technology to maximize the returns from all customer-facing activities – sales, marketing and customer service. Our customers include Global 2000 companies such as Nortel, RealNetworks, Sub-Zero/Wolf, Stride Rite, Sun Microsystems, Carlson, J. Jill Group and HBCS.