Top Menu

DMG Consulting Releases 2010-2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report; Research Reveals an Innovative Market Poised to Grow Strongly Through 2013

DMG Consulting Releases 2010-2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report; Research Reveals an Innovative Market Poised to Grow Strongly Through 2013

DMG Consulting Releases 2010-2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report; Research Reveals an Innovative Market Poised to Grow Strongly Through 2013

3/3/2011

      

Who:     DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services

What:    Releases 2010-2011 Quality Management/Liability Recording (Workforce Optimization – WFO) Product and Market Report

When:   Today, 3 March 2011

Where:  Available at the DMG Consulting online store: www.dmgconsult.com/store/store.asp

Background:

DMG Consulting LLC, a leading provider of telephony, contact center and real-time analytics market research and consulting services, today released its 2010-2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report. This Report is the most comprehensive, fact-based and timely analysis of this mature yet dynamic technology sector. Designed to help end users make the right WFO technology and vendor selection for their contact center, the Report takes an in-depth look at 18 vendors, suites and applications, and their significant differentiators.

After nearly three decades, the contact center Quality Management (QM)/Recording (WFO) market continues to evolve and progress at a rapid pace. While many consider QM and recording solutions to be commodities, the 2010 – 2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report reveals quite the opposite.

“The perception that the maturity of the WFO market equals its commoditization has never been more incorrect,” said Donna Fluss, president of DMG Consulting. “While the core concepts of QM, recording and WFO have become standardized over time, the ways in which vendors are delivering the functionality vary widely and are becoming increasingly innovative.”

DMG’s research shows that 2010 was a strong year for the WFO market. Contact center WFO revenue increased by 10.5%, from $472.7 million in the first half of 2009 to $522.1 million in the same period in 2010. This market segment is now larger than it was during the first six months of 2008 ($507.7 million), its previous first-half peak. DMG predicts the WFO suite market will continue to expand, recovering strongly from the recession, with growth of 7% in 2011, 6% in 2012 and 5.5% in 2013.

One thing the recession did give the WFO market was time for vendors to invest in research and development. The result is today’s wide variety of high-quality solutions that are expanding end users’ range of choices. Vendor innovations in workflow automation, integration between WFO modules, analytics and SaaS, are sparking fierce competition, and aggressive pricing is becoming pervasive.

“Although the recession has largely passed, end users will always be in a position where they need to do more with less,” said Fluss. “They want technology solutions that will help make the findings of their QA process more actionable – like workflow automation – and they want it at competitive prices from vendors who want to be their partners. It’s a buyer’s market, and end users have more choices than ever before when it comes to WFO.”

The 2010 – 2011 Quality Management/Liability Recording (WFO) Product and Market Report covers 18 vendors in total, and features detailed product and company assessments for the top 13 leaders and contenders: Aspect, Avaya, Calabrio, CallCopy, dvsAnalytics, Interactive Intelligence, KnoahSoft, NICE, OAISYS, OnviSource, Verint, VPI and Zoom. Five vendors – Cybertech, Genesys, inContact, Nexidia and UTOPY – are also addressed at a high level. The Report also includes:

  • Overview, outlook, trends, challenges and projections for the WFO market and each of its ten individual applications: recording, QM, coaching, eLearning, performance management, speech analytics, surveying, workforce management, desktop analytics and text analytics
  • Comparison and analysis of vendor pricing for premise-based, hosted and managed service offerings for the 13 top market competitors
  • The truth about the eight biggest WFO market misconceptions
  • Analysis of end-user satisfaction with vendors, products, implementations, innovation, pricing and support
  • Comprehensive Market Directory, and so much more

To learn more about the 2010-2011 Quality Management/Liability Recording (WFO) Product and Market Report, or to order a copy, visit www.dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in telephony, contact centers and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many segments of the telephony and contact center markets, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit www.dmgconsult.com.